V2 Rubric Detail — 06e97816-7a5f-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-07 23:53
Duration
8m 45s
Contact
James Prentice
Issue Type
Speed/Performance
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Donna Grace Dubduban
HappyFox Case
#LTS00122738
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200_Slow Internet Speed on the Velop Network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp2.50/5
Overall59.8% (+15.8)

V2 Grader Summary

The agent correctly identified the need for Cat5e/Cat6 cabling for gigabit speeds and demonstrated ownership by retrieving the customer's record and staying engaged. However, the call ended prematurely without resolution or next steps, and essential diagnostics (speed test, WAN check, node status) were not performed, resulting in an ownership gap.

V1 Case Analysis

Customer sees ~50 Mbps WiFi on MX6200; warranty confirmed; advised Cat5e/Cat6 cable; no further troubleshooting performed.

Troubleshooting Steps
  • Verified product model (MX6200) and serial number.
  • Checked warranty status (still valid).
  • Asked about Ethernet cable type and advised using Cat5e/Cat6.
Key Observations
  • Agent correctly identified the need for Cat5e/Cat6 cable for gigabit speeds (universal_speed_performance.md).
  • Failed to perform modem-direct speed test to isolate ISP vs router issue (universal_speed_below_plan.md Step 1).
  • No check of node LED status or reboot of the mesh system was done (velop_wifi_connectivity.md Step 1–3).
  • Call ended without verifying fix or setting a clear next step.
  • Serial number was repeated incorrectly (58 Whiskey 10 Mike, 29 Delta, 04253), indicating data-entry error.
Positive Highlights
  • Correctly collected model and serial number and confirmed warranty eligibility.
  • Provided accurate technical advice about Cat5e/Cat6 cable capabilities for gigabit speeds (universal_speed_performance.md).
  • Maintained a polite tone and confirmed understanding of the customer's issue.
  • Correctly identified the core symptom: significant speed loss on WiFi vs cellular.
Agent Errors / Gaps
  • Did not follow standard speed troubleshooting flow: skipped modem-direct speed test, node LED check, and system reboot.
  • Failed to verify whether the suggested cable change resolved the issue.
  • Did not set a clear next step or closure statement.
  • Repeated serial number incorrectly, suggesting transcription or data-entry error.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Call ended mid-troubleshooting with no resolution confirmed; customer was in the process of changing a cable when connection was lost.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent asked about cable type and suggested using Cat5e/Cat6, but did not perform further diagnostics (speed test, reboot, node LED check).
R3 Met Correct resolution path conf 92%
Agent confirmed valid warranty, stayed within scope of L1 support, and pursued appropriate best-effort troubleshooting path for a performance issue without prematurely dismissing or escalating.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (600 Mbps drop) and focused on physical layer (cable), but did not ask about node status, reboot history, or perform logical isolation (e.g., direct modem test).
T2 Partially Met Appropriate tools / resources used conf 95%
Agent used internal system to verify warranty and product model, but did not direct customer to perform speed tests (speedtest.net/fast.com) or check router dashboard (192.168.1.1), which are explicitly required in velop_wifi_connectivity.md and universal_speed_performance.md.
T3 Met No misinformation conf 98%
Agent correctly identified that Cat5e/Cat6 is required for gigabit speeds and that Cat5 is limited to 100 Mbps. This is consistent with velop_wifi_connectivity.md Step 2 and universal_isp_speed_tiers.md Step 1.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent kept the call moving and asked for information, but did not set clear expectations or a structured plan for the remainder of the call.
C2 Met Confirmed understanding conf 90%
Agent used plain language, asked the customer to spell their email, and avoided technical jargon beyond what was necessary.
Customer Ownership
O1 Met Ownership & empathy conf 93%
Agent retrieved prior record, confirmed product details, and attempted resolution path without transfer; remained engaged until call dropped.
O2 Not Met Proactive follow-through conf 97%
No next steps, timeline, or follow-up plan was established before call ended; customer left mid-action.
O3 Met Closure confirmation conf 96%
Agent accessed and referenced existing customer record, serial number, and prior contact history without re-asking documented details.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 91%
No escalation occurred and none was warranted yet—agent was still in reasonable L1 troubleshooting phase for a performance issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted at this stage of troubleshooting.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent used polite language and thanked customer, but did not explicitly acknowledge frustration over persistent 600 Mbps loss despite prior support contact.
X2 Partially Met Tone & rapport conf 87%
Agent maintained steady pace and clarity, but did not adjust tone or empathy level to match customer’s expressed long-term frustration and effort.
X3 Partially Met Overall experience conf 89%
Customer had to repeat email spelling due to ASR issues, but agent did capture it eventually; however, agent did not streamline cable identification despite customer having multiple on hand.
Call Transcript14 turns · 16 lines
Speaker 1
[KEEP_UNCERTAIN] Yeah, this is James Prentice. Yeah, I'm having some problems with my towers here. I'm getting a signal, but I'm with, my wife is T-Mobile, and I'm getting, from T-Mobile, I'm getting 600 and 700.
00:00
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. Thank you for calling Linksys technical support. My name is Donna. How may I help you today?
00:00
Speaker 1
and when I hook up my uh towers, I'm only getting like 50 or 60. And I'm uh it's it's not giving it's not it's not putting out and they're right next to each other. Uh I've moved them around a bit, but from the from the T-Mobile uh to the tower is a couple feet and it it loses uh like 600 uh speed. Right.
01:00
Speaker 2
Okay. I see. Okay. All right. Thank you so much for sharing that. By the way, just to confirm. You are experiencing slow internet speed when connected to the Linksys nodes. When connected to the T-Mobile network, you are getting 700 Mbps. But when connected to the Linksys nodes, you are only getting 50 to 60 Mbps. So you're losing around 600 Mbps internet speed, right?
01:00
Speaker 1
Yeah, close to 600, yeah, five to 600. What? Was it what? You know what, to be honest with you, I Yeah, I can't I can't tell you whether it was or not because, uh, I didn't uh I I was thinking it was something else that was causing me to lose my picture. And it took me uh it took me forever. I I lived with it forever. So I couldn't tell you if this if it was great at first and then I lost it. I I would have thought it was great at first. But I I I can't be sure of anything. Okay.
02:00
Speaker 2
Okay. Was this router working perfectly before? Was it working perfectly before? Was the speed working fine before? Was it, was it faster before? Mhm. Okay. Mm-Hmm. All right. Thank you so much for sharing that. And before we proceed, I just need to gather some information to properly document your record with us. This will help us easily retrieve your details during future contacts and we'll only need to update them if necessary.
02:00
Speaker 1
Oh no I've called before (uh) similar to the same problems uh you know they're (it's not getting) they walked me through I don't know if it shows on there but they walked me through it uh here a while back and it seemed like everything was working really fast and good and and then it just seemed to lose it all. I will it's J. Prentice that's P like Paul R E N T I C E at d like david p like Paul m like Mary c like Charlie i like India.com.
03:00
Speaker 2
By the way, is this your first time calling Linksys Technical Support? I see. I see. Let me check if I can find your record in the system. May I may I know your email address, please, and can you please spell it out for me using phonetics? Mm-hm. Okay. Would you mind repeating the last part? After apps. After adhesives. Mhm. All right. I got it. I got it. Yeah. ! I got it. Thank you so much. Let me check if I can find your record in the system. One moment please. Thank you. Okay. I found your record in the system and I can see here that you have the MX 6200 with a serial uh yeah, with the serial number 55917638 55. Mm-hmm. yeah, sure. okay, no problem. agreed, thank you so much. Again, the serial number is 58 Whiskey 10 Mike, 29 Delta, 04253. Is that right? All right, thank you so much.
03:00
Speaker 1
That's my main one. You know, yeah, I have them connected together. I couldn't tell you what that cable is though. Uh it uh I don't know if it's Yeah, I don't think it says on it, but uh I'd probably. That's my main get another cable. You think another cable would help? Or? [silence]
06:00
Speaker 2
Let me check. [silence] Good news. The system shows that your hardware warranty is still valid. That means that you're covered for complimentary phone support while we work through this. [silence] Okay. So, by the way, are you using a cat5e or cat6 cable when you connected the modem and the parent node? [silence] I see. So let's check. Let's check the internet. Okay. [silence] Before that, let's double check first if the modem and the router [silence]
06:00
Speaker 1
Oh, you know what? I just put a different cable on there to check it in case the other cable wasn't working. Uhm I got so many of these cables around I can try, I can try this other one. I have I have cables all over the house with this. Let me see what I got here. Let me see what this one says. Maybe it's one of them I think wrote on it. Okay, so this one here, I don't think you've ever told me that before. I'm the first one that had asked me that.
07:00
Speaker 2
I'm communicating with you gigabits Speed. If not, then we will try another cable. And let's make sure that it is a cat5 e or cat6. Okay. Because cat5 cables will only provide 100 Mbps speed. Mhm. Mhm. Mhm. Okay. Yeah. Okay. No problems. Mhm. Mhm.
07:00
Speaker 1
Okay, this one here says it's a cat five E. Okay. So let me unhook what I have there. I have a small [silence] this message has been transcribed. One moment.
08:00
Speaker 2
Oh great. That cable is capable of handling more than 100 Mbps. It can handle one gbps. So, you should be getting beyond 100 Mbps if you are going to connect the modem and the parent using that cable. Yes. Hello? Are we still connected?
08:00