V2 Rubric Detail — f9e90a30-7be6-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 22:38
Duration
31m 6s
Contact
Phillip DiMaggio
Issue Type
Router Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#TE00136621
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX2000_Initial Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall58.3% (+6.3)

V2 Grader Summary

The agent provided technically accurate guidance regarding PoE incompatibility for the MX4200 and the necessity of ISP intervention for bridge mode. However, the interaction concluded without any functional verification of connectivity or setup, and the agent failed to utilize any diagnostic tools to verify the router's status. The customer's issue was not resolved, and no meaningful troubleshooting was conducted beyond physical wiring steps.

V1 Case Analysis

Customer setting up MX4200 mesh with AT&T CGW452 in bridge mode. Agent confirmed no PoE support, provided correct WAN connection guidance, but gave conflicting registration advice and failed to send promised email. Setup not verified.

Troubleshooting Steps
  • Collected one serial number from the customer (50D10M26C19371).
  • Confirmed that the MX4200 does not support Power over Ethernet (PoE).
  • Advised connecting the AT&T router’s LAN port to the MX4200’s internet (WAN) port and keeping the parent node wired.
Key Observations
  • Agent correctly identified that the MX4200 does not support PoE (transcript [27:00]), aligning with KB guidance for Velop models.
  • Agent provided accurate wiring instructions: connect AT&T router LAN to MX4200 WAN port (transcript [23:00]-[24:00]), consistent with KB topology guidance.
  • Agent gave contradictory statements about device registration: first said 'you cannot register them after our call', then said 'you can register them after our call' (transcript [20:00]).
  • Agent promised to email a registration link but did not confirm the customer’s email or send it (transcript [20:00]).
  • No verification of WAN connectivity, router login, or Wi-Fi setup was performed, despite the customer being ready to proceed.
Positive Highlights
  • Correctly identified that the MX4200 does not support Power over Ethernet (transcript [27:00]), aligning with KB guidance.
  • Provided accurate wiring guidance: connect AT&T router LAN to MX4200 internet (WAN) port (transcript [23:00]-[24:00]), consistent with KB topology instructions.
  • Correctly advised that the parent node must remain wired to the internet source at all times (transcript [25:00]), per mesh setup best practices.
  • Attempted to collect serial number and customer name, showing effort to follow protocol.
Agent Errors / Gaps
  • Provided contradictory information about device registration eligibility after the call (transcript [20:00]).
  • Failed to capture or confirm customer email for follow-up despite promising to send a registration link.
  • Did not provide the promised registration link or concrete next-step instructions during the call.
  • Poor call control with excessive silences, filler words, and lack of summarization.
  • Did not guide the customer to log in to http://192.168.1.1 or http://myrouter.local to verify setup, missing a critical troubleshooting step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The call ended with the router only plugged in; no confirmation of successful setup, internet connectivity, or port forwarding capability was achieved.
R2 Partially Met Diagnostic thoroughness conf 87%
Agent provided wiring instructions and confirmed physical connections, but did not guide the customer through login, firmware check, or WAN status verification — key steps for setup completion.
R3 Met Correct resolution path conf 92%
Agent correctly identified that bridge mode requires ISP involvement and accurately advised against PoE use on the MX4200, aligning with product specs and support protocols.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the need to disable AT&T Wi-Fi and use bridge mode, but did not ask targeted questions about current network topology or error symptoms, assuming setup path without full diagnostic.
T2 Not Met Appropriate tools / resources used conf 90%
Agent failed to use any available tools (router admin UI, logs, or remote session) to verify the device status or connectivity, relying entirely on the customer's physical actions.
T3 Met No misinformation conf 96%
All technical information provided — MX4200 lacks PoE support, bridge mode requires ISP action — is factually correct per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic control but had frequent unexplained silences, repetitive affirmations ('okay'), and unclear transitions between topics.
C2 Partially Met Confirmed understanding conf 86%
Agent used clear, polite language and confirmed understanding on key points, but did not adapt explanations to avoid jargon like 'NAT type 3' without simplification.
Customer Ownership
O1 Met Ownership & empathy conf 83%
Agent stayed on the call, managed registration follow-up by promising to email the link, and did not transfer or abandon responsibility despite customer interruptions.
O2 Partially Met Proactive follow-through conf 84%
Agent committed to emailing a registration link but gave no timeline; next steps for setup were implied but not clearly assigned or timed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff occurred; this was the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — this was a standard setup scenario within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 91%
Agent expressed appreciation for patience, apologized for delays, and remained courteous throughout long pauses and customer frustrations.
X2 Met Tone & rapport conf 89%
Agent matched the customer’s conversational pace, allowed space during physical tasks, and maintained engagement despite interruptions.
X3 Partially Met Overall experience conf 85%
Customer repeated serial numbers and setup plans; agent could have documented earlier to reduce repetition, though some redundancy was due to line switches.
Call Transcript33 turns · 34 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
Good Lord. They need to answer the damn phone. Almost 10 minutes. Oh, just waiting on support here. The screen last name name? M-E-N-D-E-R. M-E-N-D-E-R. Oh, M the A. You got it, Brian. How long you want to go, Bob? 12, 13, uh 13. You tell me you want to 13 or 12? 13. Oh budget 13 for 13. Thank you, my friend. We'll see you in a few. [silence] Well, I just purchased the pair of the MX 8400.
09:00
Speaker 2
Thank you for calling links his technical support. My name is Donna. How may I help you today?
14:00
Speaker 1
and I have an AT&T router, it's a CGW, I believe, um, hold on here one second, um, CGW 452. And I'm wanting to find out, how do I hook these up? Well, I'm wondering, so one thing I like about the AT&T is, I can get on my computer, and I can login, and I can change all my port forwarding. Can I log into the MX 800 and do the same thing? Oh, I can do it with the web interface.
15:00
Speaker 2
Okay. Would you like to set up the Lynx like this as a node on the same Network with your ATV or a different network? Okay. Yes, you can do that. However, if you do this, your service will set up two separate Wi-Fi Networks right next to each other, so make sure this is desired. Otherwise, the best practice is considered to configure your ATV set-top box as the client on the same network of your residential Wi-Fi Network. This is the preferred method of, of connecting to, to, um, to your Network. And I and we would follow that method during this support.
15:00
Speaker 1
Well, I'm going to. No, I'm not going to be hosting any games. What I wanted to do was I'm going to log into the AT&T router, turn off the Wi-Fi, and I'm going to use it as a pass-through device. Yes. Okay, so I can log into, I can log into my AT&T router. Yes, go ahead.
16:00
Speaker 2
Correct, you can do that however both the Linksys and your AT&T router are NAT type 3 which creates strict NAT issues. So, if you're hosting a game, yeah, correct. So, if you're hosting a game you may experience issues with that. [silence] Okay. [silence] [silence] Yeah. So, you have to set up your AT&T router as a bridge. Do you know how to set it up as a bridge? And then we will set up the Linksys router as a regular router. [silence] Okay, by the way
16:00
Speaker 1
Okay. for this issue, yes. P H I L. Papa Henry India Lima. Papa Henry India Lima. last name is DiMaggio. D is in Delta. I is in India. M is in Mike. A is in Alpha. G is in Golf. G is in Golf. I is in India. O is in Oscar.
17:00
Speaker 2
Okay. Before we proceed, I just need to gather some information to properly document your record with that. By the way, is this your first time calling? Okay. Can I have your first name and last name please? And can you please spell it out for me using phonetics for accurate documentation? Uh-huh. Uh-huh. Uh-huh. Uh-huh. All right. All right. Uh-huh. Uh-huh. Uh-huh. All right. Thank you so much. Can we also have your email address? And can you please spell it out for me using phonetics for accurate documentation?
17:00
Speaker 1
Oh, do you need it off of the bottom of each one of these? Well, well, I bought, okay, so I bought three kits. And I need to register all of them. So you want the serial number off of Okay, the first serial number. 5, 0-Delta-10, Mike-26, Charlie-19371. Okay. Yes, I am. Okay. [silence]
19:00
Speaker 2
Okay Just than you want then you want that you purchased Okay um the parent node builder Okay Okay Can you provide me one serial number Mhm All right thank you so much All right Please hold on by the way, you're calling from the United States, correct? Mhm okay Thank you Now let's proceed to your issue Mhm You would like to set up a dn the router and
19:00
Speaker 1
Yes man. And so I bought, I bought, I bought six of those units. Do I need to register each serial number? How do I do that? I can register them online. Okay. Can you either text it to me or okay, I'm going to do that, but can you like text it to me or something? OK, that'll work. Yes, ma'am. OK, do I need to register the power the power supply? [silence]
20:00
Speaker 2
as a bridge and then the linksys as a regular router, correct? And then you will use the linksys router in managing your network and performing forward forwarding, right? Okay. Do you know how to set up your... Okay. Yeah, if possible. But you can register them after our call. So to register, yeah you can, please hold on. Let me provide you the link. But you cannot register them after our call. Yeah, I will, I will... Yeah, I will email it to you, okay? I will email it to you, can I email it to you after our call? So you can register them after our call, okay? All right, thank you.
20:00
Speaker 1
Okay, I just needed to ask here. Hold on one second I gotta switch I gotta switch lines I'm so sorry and tell this guy I can can't talk. Hold on one second I'll be right back. Okay, I am back. So, where do we start? Well, okay. I, my AT&T modem, I changed the IP address to 192.16 8.1.1.
21:00
Speaker 2
uh just the mode model number and the serial serial number of your latest products no need to register the power supply and you can just do yeah yeah uh okay hey all right all right no problem mm-hm okay let's start with setting up your modem as a bridge do you know how to set it up as a bridge mm-hm okay
21:00
Speaker 1
Well, I You can help me do what? Okay. Okay. Am I current what, status? Well, no, ma'am. I haven't gotten I haven't even plugged them into anything yet because I'm not sure how it needs to be
22:00
Speaker 2
So, let me set your expectations that setting up your modem as a bridge needs intervention with your internet service provider. So, you have to contact AT&T support to help you in setting up it as a bridge, okay? What I can do for you is to assist, uh, please continue. What I can help for you is to, what I can do for you is to set up the Linksys router and then perform port forward. Okay. So, I know this the current, eh, the current, eh, status of your Linksys devices. The current light of your Linksys knows. Are they solid blue, solid red or are they still turned off? I see.
22:00
Speaker 1
Connected. So I have done a lot of work like this, but not with this. I know how to do everything as far as the pass through with the AT&T router, I'm not worried about that. But what I need to know is, is how to set up the first one. So do you want me to take a, okay, you want me to take the power plug and plug it into it. And I don't don't don't power it on yet, right? I've got it, I got a power line plugged in. I'm going to go back here to the back. Now, do I have to plug this directly into my AT&T router?[silence] Okay, so let me, I'm back here in my office, I'm doing this at work. Okay, so this is my business where I do this at. So, okay, so let me plug in the power cable.[silence]
23:00
Speaker 2
Mhm, ok, mhm, ok, mhm, ok. Yes, yes, please. Ok. Yes, connect the AT& T router to the internet port of the main node. Let's call the main node that's wired to the AT&T router as the parent node. Ok. Ok. [silence]
23:00
Speaker 1
So do I do, do, plug it into the AT&T router first, or do I plug it into the power first? Okay, so, I've already got it plugged into the internet port of the parent node, and I am going to, I have not plugged the router in yet. I'm just gonna plug the Lynxsys device in first, correct? So it gets power. Is that right? Then, I'm going to take that and plug it into the AT&T device. So, it's got it plugged in, and now that I have it plugged in, um, I need to take this off the wall. And here's where the problem begins. Everything
24:00
Speaker 2
plug it to the power source and then wire the ADN router to the internet port of the parent node. Okay. Okay. Yes. That's correct. Yes, correct. You got it right. By the way...
24:00
Speaker 1
the thing is full on the back of this so one of them runs to the phone back of the AT&T so let's see here that is that let's see this is this one here I'm just trying to see what goes where that plugs into that that's my interior that goes to my network and so my okay my network wire is going to come out of okay so before I do any of this I just have to ask you a question so the parent node can the parent node after I get it set up be anywhere? okay but can I yes but can I have it
25:00
Speaker 2
on the back up. All right. Okay. No, it should be wired. It should be wired to the to the main router at all times. It should be wired to the AT and T router at all times. Okay.
25:00
Speaker 1
20 feet away from it. Okay. I'm gonna have everything. I'm gonna have everything hardwired. And the and the thing is, the parent node needs to be about 20 feet away and it's gonna need to use a PoE connection to give it power. So they... ... yes PoE I'm sorry. It's going to use a PoE connection And then where the PoE connects, that's going to plug into ... The routing router. Okay, so I okay, I got that. For the time being, I can leave it back in there.
26:00
Speaker 2
Yes, as long as it is wired to the modem or to the Internet source. And then the child nodes can be connected wirelessly to the network, but the parent node must be wired. Okay, that's fine. Okay, so, do you mean COE connection, like power over Ethernet?
26:00
Speaker 1
here until I get it a POE injector and then I can plug it in correct okay that's good ma'am yes ma'am [silence]
27:00
Speaker 2
Okay. Okay. Okay. Okay. Okay. Let me set your ex ready to yes. Let me double check if this router supports POE connection. Okay. Because normally, we plug it directly to the wall outlet or to the power source and not to our POE connection. Please hold on. Let me double check. Just to make sure. Okay. Okay. Thank you for patiently waiting. Phil, upon checking, the Linksys MX4200 does not support power over ethernet. The router cannot support a POE switch or POE plus. The power is mostly is connected to the wall outlet or using a power adapter. The best thing to do is to connect it on a wall outlet or on an adapter. So, I'll have it.
27:00
Speaker 1
Okay. All right. So, that causes a little bit of a problem, but not really. All right. Let me see where this wire runs here. I'm just figuring out a couple wires. I'm so sorry that I had a different plan, but that plan has changed. So, it's going to be okay. Let's see here. I've got to find out where this guy ran this to. There it is. Because I've got to unplug some stuff, and I don't want to unplug the wrong thing. Okay. So, I got those two there. Oh my Lord. [silence] So, then it's going to be coming from down over here. I gotta get that, whatever it's going to be. All right. I cannot get back there, so. I'm guessing this. [silence] So, I have to unplug everything down there. [silence] All right. Because I think the power feed is up through here. All right. I don't know, because I'm pretty sure it's that thing over there, the top of that, that works from this outlet back here, so. I'm kind of trying to figure out where it's going. [silence] Oh, I guess it's the feed for something. I don't know then. There's some cable line down here. [silence] What exactly. [silence] Oh, that pulled out. Oh. [silence] Okay. Thank you.
28:00
Speaker 2
Okay, no problem. Okay. Alright, so...
28:00
Speaker 1
There's so many wires running here. It's a little crazy right now. That's the wrong one. Yeah, it's not your fault. You didn't do it, right? Oh, I appreciate your patience because you're helping me out big time. Let's see here, where is this gonna go? Plug it in, plug it in. I purchased a brand new from Amazon and I just got it today. Yes. Okay, so I'm going to unplug this internet and then I'm going to plug this directly into it and I'll plug this in the back of that. Okay, let's try this. That's unplugged. Now I've got it plugged into the back.
29:00
Speaker 2
I'm so sorry. I'm so sorry. I really appreciate your patience. Okay. by the way. just a quick question. did you purchase this linkage router brand new or secondhand. okay? I see. all right. please keep the receipt of purchase for warranty verification. okay? in the future. thank you. okay. all right.
29:00
Speaker 1
The routers of the router. So I'm going to take this one and it's going to plug into the Linksys. Okay. I've done that. Yes. Now let me see what else I got here. So that's that. Now let me see where this one goes 'cause they've got phone service in here and all kinds of stuff. So, let's see here. All right, we got that. That goes to the phone, so I can't unplug that. This one here.
30:00
Speaker 2
okay, all right, so the ADNC router is now connected to the internet port of the MX. 4200, right? okay, what is the light?
30:00