V2 Rubric Detail — efd42890-6bc4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 09:55
Duration
25m 58s
Contact
Robert Browning
Issue Type
Feature Question
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00134020
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfigure

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership4.29/5
EscalationN/A
Customer Exp3.21/5
Overall72.8% (+28.8)

V2 Grader Summary

The agent correctly confirmed the removal of the Network Map feature and documented the customer’s request for internal review, demonstrating technical accuracy and ownership. However, no workaround was offered, and follow-up expectations were unclear, preventing a full resolution. The interaction represents a partial resolution due to valid progress without complete customer satisfaction.

V1 Case Analysis

Customer requests restoration of Network Map throughput statistics on MX5500; feature removed; agent logged request but offered no alternative tools.

Troubleshooting Steps
  • Guided customer to router admin page via PC browser.
  • Helped locate and record the device serial number.
  • Checked UI sections (Device List, Connectivity, Troubleshooting) for the Network Map feature.
  • Confirmed that the Network Map feature is no longer available on the MX5500 firmware.
Key Observations
  • Agent engaged in off-topic small talk about the Philippines (04:00), reducing efficiency.
  • Agent incorrectly claimed the Network Map was a WRT series feature (21:00), a factual inaccuracy.
  • Agent failed to suggest existing tools (Speed Check, Instant-Verify) that provide throughput data (24:00).
  • Agent referred to the customer as 'chair' multiple times (25:00), a likely transcription error but potentially confusing.
Positive Highlights
  • Collected full customer details: name, phone, email, model, and serial number (03:00–11:00).
  • Confirmed the feature has been removed from current firmware and acknowledged customer's observation (20:00–21:00).
  • Logged the feature request for product team review, providing a valid next step (21:00–23:00).
  • Maintained a polite and professional tone despite customer's technical depth.
Agent Errors / Gaps
  • Unnecessary personal small talk about Manila and goat curry (04:00) added no value and reduced call efficiency.
  • Factual inaccuracy: claimed Network Map was a WRT series feature (21:00); per KB, WRT series are legacy routers and do not include Network Map; MX series had this feature previously.
  • Failed to suggest alternative tools: Speed Check (available on MX5500) and Instant-Verify (SPNM series) provide throughput data; agent should have directed customer to these (universal_speed_performance.md, linksys_now_firmware.md).
  • Misidentified customer as 'chair' (25:00), likely due to ASR error, but agent did not correct or clarify.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent confirmed the feature was removed and committed to logging the customer's request for internal review, but did not provide a workaround or confirm if alternative tools (e.g., SNMP) are supported.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent verified the model, firmware, and serial number, and confirmed the feature's removal, but did not explore whether throughput data could be accessed via other means (e.g., SNMP, third-party tools, or logs).
R3 Met Correct resolution path conf 97%
Agent correctly acknowledged the feature is no longer available and chose to document the customer’s request rather than dismiss it due to warranty or product age.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent identified the core symptom (missing throughput metrics in Network Map), confirmed the model and firmware, and correctly determined the feature was deprecated and replaced with Device List.
T2 Met Appropriate tools / resources used conf 95%
Agent used the router’s web interface to locate the serial number and verify UI navigation, which was appropriate for confirming the absence of the feature.
T3 Met No misinformation conf 98%
Agent accurately stated that the Network Map feature has been removed from the MX5500 and replaced with Device List, consistent with current Linksys UI changes.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent maintained call flow but allowed long silences, engaged in off-topic small talk, and failed to set clear expectations at the start of the call.
C2 Partially Met Confirmed understanding conf 87%
Agent used respectful language but misidentified the customer as 'chair' multiple times and did not confirm understanding of the technical request beyond repetition.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent took full ownership by gathering contact details, documenting the request, and committing to escalate internally without transferring the call.
O2 Partially Met Proactive follow-through conf 89%
Agent promised to 'bubble up' the request but provided no timeline or commitment for follow-up, leaving next steps vague.
O3 Met Closure confirmation conf 95%
Agent recorded all key details (name, email, phone, model, serial) without re-asking information the customer had already provided.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as this was a feature inquiry, not a technical fault requiring L2/L3 support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore, execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite and thanked the customer, but did not acknowledge the frustration of losing a useful feature or express understanding of its importance.
X2 Met Tone & rapport conf 91%
Agent maintained a consistent, respectful tone and adapted to the customer’s technical level by discussing firmware and UI changes appropriately.
X3 Partially Met Overall experience conf 86%
Customer had to repeat the phone number and spent time searching for the serial number due to unclear initial guidance, creating avoidable effort.
Call Transcript44 turns · 45 lines
Speaker 1
Yes, good afternoon. My name is Robert Browning. I'm calling from the UK. I have gigaclear as my full fibre broadband supplier. And I have a an LX five five zero zero router at the latest firmware level. I've been in contact with gigaclear about how I can track the throughput of my router. And, and I've shown them screenshots of what I've seen on the site, or your site. And they say that that's a deprecated functionality now. It's been removed.
00:00
Speaker 2
Welcome to Lynx's support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Lynx. This is Ome. How can I assist you? [silence]
00:00
Speaker 1
So I just wondering, is there a way I can um load um something slightly different so that I can get the throughput statistics um is there another version of the software I can use or can I raise a feature request to have it put back in again? Yes I am. Yes. It is already at the latest version. My MX is 5500 is at 1.1.6.216052 which um the router believes is the latest version. Um and what I was looking for was the network map option within the admin uh pages. Um which allows me to see the throughput statistics.
01:00
Speaker 2
What do you mean, sir? It has... Are you referring to the firmware? So you want, like, to update it to the latest version?
01:00
Speaker 1
[silence] individual and the total throughputs. Um, but um, Linksys have sorry, Gigaclear uh tell me that that's something that you've actually removed from the product. Um, and I'd like it back. Network map, yes. Um, what it's now called is uh, device list. And device list doesn't include those. It seems like it it's a rename of the options um, but it doesn't include the statistics that I'm looking for. Yeah. That's right because it yeah, because it gives it gives me, network map gives me the throughput metrics, but device list um tells me all about the devices just like network.
02:00
Speaker 2
[silence] network map, sir? okay, so right now it's device list. And before it was network map. and you if possible you want it to be a network map again, like change device list, and
02:00
Speaker 1
That's right. Yes. It is. Uh-huh. Yeah. Scott. Yeah the phone number it's a UK number so it starts 44 7768 891 731.
03:00
Speaker 2
Okay, so that's the, your concern, and the model number is MX5500. Okay, how about this one, sir, so that I can like document what you are like requesting? If possible, may I ask first, if this is your first time calling Linksys. Okay. So allow me first to gather some of your information to create your case on our system. So let's start with the way with your phone number, so just in case we get cut off, then I can call you. Mhm. Mhm. Mhm. Okay. So it's 44.
03:00
Speaker 1
In the Philippines, oh alright, yup, lovely. In what, Manila? Yeah? Yes, yeah, many years ago, lovely place, superb food. I had, I had goat curry for the first time in Manila, and it was amazing. Uh huh. That's the one. My name is Robert. That's correct, yeah. Rob. Uh,
04:00
Speaker 2
And the Philippines, sir. I'm not in Manila, sir. You've been in Manila, sir? Oh, thank you, sir. Oh, so, mm-hmm. Oh, wow. That, yes, sir. Yes, sir. And thank you so much that you're enjoying your stay before in Manila. Yes, I do really agree with you. Ah, by the way, sir, just to like repeat your phone number to make sure I got it correctly. So, it's 4477 688 917 31. Okay. How about your first name? So, it should be Romeo, Oscar, Bravo, Echo, Romeo, Tango. Is it Robert or just Robert?
04:00
Speaker 1
Robert, yeah, the surname is Browning. That's B-R-O-W-N-I-N-G. So Robert Browning, no, no, just Robert, R-O-B-E-R-T. Uh my email address is quite simple. It is Robert. And then the letter C and Browning Robert C. Browning all one word, no punctuation. We're at outlook.com. That's right. Yes. Yes, it was the mx 5500 was provided by Ge Tran.
05:00
Speaker 2
[silence] Browning. Okay, so the name is only Robert. There's no S-channel Robert Browning. Okay. How about your email address? Mhm. Outlook.com. Okay, thank you sir. So Robert Browning at outlook.com and your internet service provider is GigaClear. And the router or the nodes were provided by GigaClear.
05:00
Speaker 1
Actually, I've got two on site, but I'm going to be returning one of them, uh, uh, very shortly. So, very shortly I'll only have one. They're both at the same version. Uh, oh dear. Is that on the admin page? Yeah. Yeah. Yeah, I will do. I'm I'm just getting on result now. All right, just a moment. Uh, um Yeah, yeah. Uh, uh, let's see. I, I, I think yeah. Um.[silence]
06:00
Speaker 2
Okay. And there's only one MX 5500. What's the model? So it's MX 5500. What's the serial number of the nodes here? So you are opening the link this application right now? Are you in the app? Uh, yeah you just click the device so it will show the serial number. Yeah, on the network administration, click on the node.
06:00
Speaker 1
great admin, that's what we want, right, continue to that, uh, into the router admin, okay, where am I going to find that in here, um, yep, yep, I'm in there now, I see device list, guest access, parental controls, um, priority, speed check, and a bunch of router settings, um, I don't have a network administration, um, I've logged into it as, um, as
07:00
Speaker 2
and the network administration yeah click network administration and then click on the node
07:00
Speaker 1
as as as as as admin but I don't have a network administration. I'm doing this on a PC so I'm I'm actually into admin only. Yeah. Yeah. Yeah. Yeah. Sorry, say again. Uh yeah, I've browsed into the device so I'm on the admin page um inside the router from a PC. Um and if I don't get anything on those device let's let's have a look.
08:00
Speaker 2
[silence] Oh, how about this one? Let's check. At the left upper corner, you can see the three lines? Can you see the three lines? Oh, on the [silence] PC. Oh, I thought it was on the [silence] Linksys application. So on your computer, okay, hold on, sir. I thought it was on the [silence] Linksys application. OK, hold on. But you are with the physical router right now? Are you with the physical device right now? Are you at home? OK, hold on. [silence]
08:00
Speaker 1
um do you do that right that's that one Yeah, I see. I'm just looking inside my device list for the gig a clear, and I've got a name and a connected to internet manufacturer's links is MX5500. Firmware is this. It's up to date. I've got some IP address. I've got a mac address, but I don't see a serial number. Let me compare that against what I see on the um, uh, where is it there It was um,
09:00
Speaker 2
uh, so do you have the links as application? Hello sir, sorry, I cannot hear you right now. [silence]
09:00
Speaker 1
Let's see. You say there's a lynx this um uh Android app as well is there? Yeah yeah. Yeah the model is 5500. MX 5500. Yeah. Right him. I see Wi-Fi to settings
10:00
Speaker 2
Okay, but since you are on your PC right now, is this under bridge mode, or the setup is bridge mode or not? I mean the internet connection type. So, right there if you are on the browser, you can see the Linksys Smart Wi-Fi tools at the left hand side, right? Okay. So, below Linksys Smart Wi-Fi tools, there's device list, guest access, parental controls, device prioritization or priority. Can you see this one? Are you seeing this one? Speed check, ethernet storage. And then...
10:00
Speaker 1
Uh, connectivity, yes? Inside. Sorry, below connectivity I've got troubleshooting. Yeah. Okay, right. What do we got in here? So I've got a load of statistics, uh diagnostics and logs. Um, I uh, record, yeah. Uh, alright. Uh, perfect serial number. Aha, yes, alright. I didn't realize that was there. Okay, so the serial number is 55 Victor, 10 Mike, 2 8 Echo, 0, 3, 4 1 1.
11:00
Speaker 2
below router settings, can you see connectivity? Below connectivity, it's troubleshooting. Yes, kindly click on troubleshooting. Okay. Below you can see devices and then report. Click report. And then below, yes. Yes. Mm-hmm. Mm-hmm.
11:00
Speaker 1
Oh, about 18 months, I suppose. Oh, yeah, yeah, yeah. Yeah, it works fine. It's just I I I need to know what the actual throughput is. Um, I mean, I I I monitor the, um, um, the the speed of the connection to make sure that linksys aren't dilding me on that, but what I don't know is how much of the connection I'm using. So, uh, I need to, yeah, I need to know how many bytes.
12:00
Speaker 2
okay, let me repeat. So five, five, Victor, one, zero, Mike, two, eight, E, four echo, zero, three, four, one, one. Thank you, sir. And how long have you been using this MX, sir, 5,500? 18 months. Okay. And is it working? Is it on solid blue light? okay.
12:00
Speaker 1
bits and do I actually use on it?
13:00
Speaker 2
okay let's start with this one because your first concern earlier is that instead of the device list you want it to be the Network map right and then right now you yeah sure I do understand okay
13:00
Speaker 1
Oh, it's about 500 up and down. Um, it's 500 I'm contracted to, 500 meg, uh, and I get between about 480 and 520 most of the time. So that's, uh, that's, that's fine. Yeah, so that's fine. Uh, but what I don't know is how much I'm actually using. Um, and that's what the old, uh, network map gave me, but the device list doesn't give me. So, so what's my...
14:00
Speaker 2
I'll take note of that, sir. Okay, I'll put it here on the documentation, sir, and let's see what we can do. And aside from that, sir, do you want to run a speed test. Your subscription speed to gig, if it is around how many G PPS. Oh. Oh, that's good. Okay, so for that, sir. uh yeah, so you want because like other routers have this network map before. What's your old link Sys router sir, cause since you mentioned that. Your old. [silence]
14:00
Speaker 1
Oh, right. Yeah. Yeah, no, I've had a number of routers before. Some have been linkssss. Some have been rebadged with, Brittelecom. Some of them have been with Virgin Media. And, yeah, some of them have been linksys and some of them have been Cisco. And, uh, so, um, So, but I think I had a Tp Link once upon a time as well from one of the providers. But, no, I mean, when I say the device, sorry, when I say the network map, that was shown on your Linksys menu, um, a while back. Um, and it's not there anymore. So, um, what gigaclear told me was that you, you've actively removed it at some stage. Um, and I don't know why you've removed it, but I'd like it back.
15:00
Speaker 2
Inks router, because you mentioned that before, it was Network Map. [silence] Mhm, mhm. So, okay.
15:00
Speaker 1
Uh-huh. Yeah, sure. All right. That's great. Thank you.
16:00
Speaker 2
So for that, sir, let me just put this call on hold to check on my resources regarding your inquiry, okay? Thank you, sir. I'll get back to you, sir. Thank you, sir. You're welcome, sir. [silence] hi sir, thank you for patiently waiting. Hi sir. Uh, so regarding this one. Since yes sir, uh, gigaclear was right when uh they inform you that this specification has been removed
16:00
Speaker 1
Uh huh. Yeah, yeah, absolutely. I mean the uh in the
21:00
Speaker 2
move for quite a while and it's been device list right now. Because yes, the network map before is like what you usually on the WRT open WRT series models. And yes, there's no uh specification on the MX 55 with this network map. And good thing, sir, you're you're really like uh notice this um change on the specification, sir. So since there's no available network map right now, especially on the model that you are using. So I will just be um taking note of this one like to bubble up your request, but it may or may not be granted because uh they can maybe work on it, but I'll make sure to bubble up this case. Like one of our customers like requested if possible, this network map be added again, uh on this model or to other models. Mhm. But against
21:00
Speaker 1
tossed uh with uh uh with with convert commercial routers. Um I've used um SNMP or something like that to to um uh to access those metrics. Um but you know it was really easy with the Linksys router. Um it was just there on a graphic page. Um so uh you know I don't care how I how I access it um but uh whether it's uh you know on a page or whether it's a um whether it's a call to something that's hidden or an SNMP thing or you know I don't I don't really care how I get to it. I just want to get to it.
22:00
Speaker 2
uh-huh uh-huh uh-huh yes uh-huh yes uh-huh sir? I actually really like new to my um it's like it sounds new to me that someone has requested it back sir because for a while it's not one of the of the specifications on the mesh models that we have but no worries sir I'll take notice
22:00
Speaker 1
That's great. Thank you. Okay. Thank you. And um so so I mean if if it if it gets um pushed up and it becomes a new feature, I guess it would just uh um come up in a new update to the router at some stage. Okay. Um I suppose one other thing if you
23:00
Speaker 2
one I'll bubble up this request but it might or it might not or might be granted okay but of course who knows right since one of our loyal customers requested uh brought this request so right after this call I'll bubble up I'll take note of this sir request if possible yes you're welcome sir and then if in case since you have your records here you can always give us a callback sir for update or if you need assistance with the link as divided exactly yes sir yes sir just give us a callback anytime if you need assistance so we can also update you with this request
23:00
Speaker 1
You've got any routers currently that offer that function. Okay. Yeah. All right.
24:00
Speaker 2
Actually there are none at the moment sir. Cause we we have new models right now but regarding the network map sir there's like no we don't have sir. Because for the yeah for the new models it's really not the it's instant topology not network maps sir. Actually sir I can send you article or you can access our website linksys.com to check for the specifications on the latest model that we have. Access linksys.com sir. Check all the latest models and its specifications sir. It's really different right now. It's different from the MX 500 that you have. You can search for SPN M60. It's different sir. The router settings when you access the settings on your
24:00
Speaker 1
all right that's the develop micro mesh is it yeah yeah okay i i will certainly do that thank you uh that is very kind thank you thank you thank you you too you take care then bye bye
25:00
Speaker 2
Attending chairs are really way more different than what you are seeing on the router settings of the MX 5500. Uh, you can always access her, access our website and check the latest model. Mm-hmm. Yeah, the SPFM 60, chair, that model, it has different router settings here compared to the MX. So, I know you're really good, chair, because you're really like interested and curious about this one. So, check our website, links as the console. You will be really amazed for the models that we have right now. Mm-hmm. You're welcome, chair. And then give us a call anytime, okay? You're welcome, chair. You have a nice day. You take care always. Thank you. Bye, chair.
25:00