V2 Rubric Detail — 1104871a-6375-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 20:03
Duration
42m 40s
Contact
Matthew Lawrence
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00132665
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent pushed paid support before any triage or warranty confirmation, effectively using payment as a barrier to avoid troubleshooting, which constitutes evasion of support responsibility.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.50/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent failed to conduct proper triage, prematurely offered paid support without confirming warranty status, and did not resolve the customer's intermittent connectivity issue. While some technical guidance was accurate, the interaction lacked diagnostic logic, empathy, and ownership, culminating in an unresolved outcome with evasion of core support duties.

V1 Case Analysis

Customer reports intermittent slow internet on WRT3200ACM (~50 Mbps vs 500 Mbps from modem). Agent charged $15 for paid support, accessed router UI, changed Wi-Fi channels, checked firmware, ran phone speed test, but issue persisted. No WAN verification performed.

Troubleshooting Steps
  • Accessed router admin page (192.168.1.1).
  • Checked firmware version (1.0.8.1999531).
  • Changed 2.4 GHz channel to 11 and 5 GHz channel to 48.
  • Verified WPA2-Personal security settings on both bands.
  • Ran Fast.com speed test on phone (~57 Mbps).
  • Checked for guest network settings (disabled).
  • Power-cycled the router.
Key Observations
  • Agent charged $15 for paid support without verifying warranty status or performing a proper warranty lookup.
  • No verification of the WAN/Internet connection status was performed, which is critical for speed/performance issues.
  • Agent admitted uncertainty and was unable to provide a definitive fix.
  • Multiple confusing instructions (guest network, multiple SSIDs) left the customer more confused.
  • Agent failed to confirm whether the customer was connected via 2.4 GHz or 5 GHz during the speed test, undermining result validity.
  • Agent incorrectly assumed guest network was the cause of extra SSID without validating through UI.
  • Agent did not check for interference, QoS settings, or connected client load that could impact performance.
Positive Highlights
  • Agent correctly accessed the router admin page and identified the firmware version.
  • Agent correctly changed Wi-Fi channels to non-DFS values (11 and 48).
  • Agent attempted to isolate external interference by powering down router and checking for persistent networks.
  • Agent recognized that other devices only saw two networks, correctly questioning if the third was external.
Agent Errors / Gaps
  • Failed to verify warranty status before offering paid support.
  • Did not follow standard troubleshooting flow (no WAN check, no modem verification).
  • Collected credit-card information over the phone without clear compliance steps (recording pause, PCI guidance).
  • Provided vague or contradictory guidance about network names and guest network.
  • Ended call without confirming whether the issue was resolved.
  • Failed to assess client connection band during speed test, leading to unreliable performance data.
  • Misdiagnosed potential cause of multiple SSIDs without checking guest network settings in UI.
  • Did not investigate QoS, interference, or client load as potential performance factors.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The customer's intermittent connectivity and slow speeds were not resolved; the call ended without a fix or valid escalation.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent had the customer access the router UI and change Wi-Fi channels, but skipped essential steps like modem test, power cycle, and WAN status check.
R3 Not Met Correct resolution path conf 95%
Agent offered paid support before confirming warranty status or performing triage, violating protocol for out-of-warranty pathing.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Diagnostic process was disjointed—jumped to payment, then ad-hoc UI steps without identifying root cause or ruling out ISP issues.
T2 Partially Met Appropriate tools / resources used conf 90%
Agent used router UI (192.168.1.1) appropriately but failed to use required tools: no modem-direct speed test or WAN port verification.
T3 Met No misinformation conf 95%
All technical instructions (IP address, firmware version, channel numbers, WPA2) were factually correct per KB documentation.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, lost control during payment confusion, and allowed long silences and disorganized flow.
C2 Partially Met Confirmed understanding conf 85%
Agent used some technical terms but normalized '192.168.1.1' correctly; however, did not consistently confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent took payment but abandoned the case without resolving the issue or ensuring follow-through on troubleshooting.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or callback commitment was established; interaction ended without resolution path.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no continuity to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted based on unresolved but non-critical issue status.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no empathy or acknowledgment of customer frustration; remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Agent maintained rigid script despite customer confusion and failed to adapt pace or tone effectively.
X3 Not Met Overall experience conf 95%
Customer repeated information, performed redundant steps, and was not guided efficiently through troubleshooting.
Call Transcript61 turns · 72 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored... [silence] For in-warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. To hear these options again, [silence]
00:00
Speaker 1
Good. Hello. Hello, Gerald, this is Matthew Lawrence. Hello. [silence] Well, as you can see [silence]
01:00
Speaker 2
Press eight. Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, Press one now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support options may be available depending on the issue. Thank you for calling. My name is Gerald. You can help. Go ahead. Yeah.
01:00
Speaker 1
See, I'm having internet issues. Um, I was calling to see if I could, uh, get some assistance to get my, uh, router to work, um, as efficiently as possible, I guess. Mmm. I do have an internet connection, but as you can see, it's intermittent. Okay. [silence] Mmm. The model is WRT - [silence] Yes, the, the model though first is WRT, 3200, ACM. The serial number is 198- 116-0B70-3006.
02:00
Speaker 2
you don't have internet connection. what is the serial number and model number of filling sets for [silence] for atm. [silence] I understand.
02:00
Speaker 1
correct [silence] uh M T as in tiger L as in lion A as in apple W as in whale R as in reptile E as in egg
03:00
Speaker 2
so let me read it back to you just real quick so that's 1 9 8 1 1 6 0 B as in boy Z 7 0 3 0 0 6 correct all right let me try what is your email address
03:00
Speaker 1
N as a Am. never. What? It'll be Spectrum or Charter. I just called them directly, hooked up to their, they've, they have provided me their modem, but I have my own router and it's your guys's product. And I'm trying to just verify that, um, like my settings and everything on my router are working efficiently and there's nothing wrong with it. So if they come back and say, well, it's the router, I just want confirmation that, you know, it should be working fine, I guess. <start_of_audio> sorry. Okay. [silence] Well, I don't know if I'm within warranty or not, so [silence] so there's nothing you could do if I'm without [silence] um outside the warranty. [silence]
04:00
Speaker 2
I see. Well, we're going to check the settings, but just so you know, we cannot see your router here. It's a private network, so we cannot see it here. [silence] No, we can't. The only purpose of asking the serial number is for warranty, to check the warranty. [silence] There is, however, if your device is out of warranty,
05:00
Speaker 1
Okay. I'm not even sure when I purchased... No, I'm sorry. I'm not even sure what year I bought it, to be honest with you. [silence]
06:00
Speaker 2
I'm asking would you like to proceed but then again, you'll be charged $15 if I am going to assist you. Just to make sure that you have a full understanding of what you're going to pay. This is again one time, it's not monthly. It's one time, non-repeatable, it's gonna last 16 minutes or one hour. Whether problem is fixed or not, it's still gonna be $15. Just making sure you understand. All right, let me open my keys now. Reloading. [silence] I'm gonna need to ask you [silence]
07:00
Speaker 1
[music] Okay. I don't know if that'd be very wise for me to give my card information over the phone, but. So you work directly for Lanxess, and not a third party. Okay. How do I know you are who you say you are? [music] Okay. Yeah, let's proceed. I want to make sure my things are- No, it's- it's Lawrence. It's CE at the end. So, it's L-A-W L-A-W-R-E-N-C-e okay.
08:00
Speaker 2
All right, so the spelling of your, your last name, just making sure that I got it correct. So, that's L A W R E N, right, without C S, E I, E at the end. Okay. I'm gonna pause the, Oh, go ahead. Go ahead. Sorry. Hmm. I'm gonna, pause the recording now. And I'm gonna need to ask for your card information. Okay? All right. Let me pause the recording. All right. What's your card number? [silence]
09:00
Speaker 1
It is four, 147. 2024. 6513. 7071. 1030. three, four, nine. Yep.
10:00
Speaker 2
whoops I'm going to assume the recording now. I'm also going to charge you $15. Okay? All right. Doing it now. All right. Do you have a computer that we can use? What is the operating system of your computer?
10:00
Speaker 1
No, it is connect, directly connected. Yes. Uh huh. Okay. Gotcha. Silence.
12:00
Speaker 2
and just that is that connected to the Wi-Fi to the router right all right open google chrome I'm gonna give you a number just type these numbers into the web address bar you ready all right that's 192 dot 168 dot 1 dot 1 enter enter what do you see now [silence]
12:00
Speaker 1
Lexus uh sign in for the router password. I think. so. yeah, I do you it fine mean. it says connected, which it is connected. I'm having it's a I'm having like intermittent like connections where it just drops it drops a lot and then it's like slow my connection speed through the router is slow. when I just did a direct connect uh from my desktop to the directly to the modem through Spectrum. I'm getting like 500
13:00
Speaker 2
And I wrote a password. Do you remember your router password? What is the network status? Okay good.
13:00
Speaker 1
download. You know, which I'm supposed to be getting a gig through them and they're going to send a technician. But through my phone, through the, uh, Linksys router, I'm only pulling like, uh, 50, you know, 50 megabytes per second. So I'm trying to make sure it's not the router. You know what I mean? So I'm not understanding how. Sorry, go ahead. Right.
14:00
Speaker 2
All right.
14:00
Speaker 1
[KEEP_UNCERTAIN] Okay. Okay. Firmware. It says, you just want me to read off the, the numbers? Uh, one dot zero dot eight dot one nine nine nine five three one. Okay. Yes. Yeah. Okay. Okay. Okay. Okay. **Matt:** It says one gigabytes per second. One, the one gig.
15:00
Speaker 2
In line with the word port, I mean internet, there are two boxes or two cells above the two cells are 300vps and 1vps. Where's the X mark under 1 gigabit per second? Okay, it's reading the right speed. What about the port 1 2 3 and or there's nothing?
16:00
Speaker 1
[silence]
17:00
Speaker 2
All right. Thank you. Let's go to Wi-Fi settings. Click OK on that. Click the OK button. And go to Wi-Fi settings. And then under Wi-Fi settings, Wireless tab, you can see two point 4 and 5 gigahertz. What what is the channel of the two point 4 and the 5 gigahertz?
17:00
Speaker 1
Yeah, on the 2 gigahertz I had it set at six and I did change that the other day because I thought maybe it would be the channel I was on, but it didn't help, but I will change it to 11 now. Yes, yeah, I changed that to 48. I hit apply and then I'm going to hit… Oh. Sorry, go ahead. I didn't hit it. The security number. Oh, it's the… Yes, it's WPA2 personal. Yes. For both, you know.
18:00
Speaker 2
[silence] Can you change the channel of the 5 gigahertz to 48 and channel of the 2 gigahertz to 11? [silence] And change the 5 gigahertz to 48. [silence] Not yet. What is the security mode? [silence] uh, security mode? [silence] For 2 and 5? [silence] all right, yeah, you can click
18:00
Speaker 1
OK. Can I hit continue? OK. Applying changes. Can I go ahead and click the OK button? OK. Android. Yeah. Do you have one you recommend? Fast dot com. OK. [silence]
19:00
Speaker 2
App change. Yes, okay. Yes. Uh huh. What is your phone? iPhone or Android? Can you run a speed test on your phone? Fast.com. Yes.
19:00
Speaker 1
I was using Google. I'm going to turn my Wi-Fi back on. I had it off. Fifty-six. Fifty-seven. It's, it's ended up being 57. Try to run it again. I am like less than five feet away from it. Are you there? Yes. The 2. Mhm. Yeah.
20:00
Speaker 2
How far are you from the router? Are you connected to the two point four or five gigahertz? [ silence] Hello. Yeah. Are you connected to the 2.4 or 5 gigahertz? I mean your phone is connected 2, 2 or 5? Can you try the 5 gigahertz Wi-Fi? Thank you. [silence] but won't go. [silence] [silence] Oh wait [silence] uh things. [silence] Oh yeah that's uh 2.4 and 5 GigaHertz.
21:00
Speaker 1
needs it. And the other one doesn't. Like there's two different options for that. And I don't know why. No. Uh, on my, oh, yes. Okay. And I'm back on the home, uh, the linksys smart Wi-Fi page. Okay. [silence]
24:00
Speaker 2
Yeah, that might be a guest network, because this is just a dual band Wi-Fi. So there's only two bands should show up unless you created a guest network. Do you remember creating guest network? No? Let's check. Can you click the OK button? OK. on your computer. Back your computer. All right. Go to guest network or guest access. Is that turned on or turned off? [silence] Yeah. [silence] OK. [silence] Click the save button. [silence] Yeah. If you toggle it on, it will be, the button will be highlighted and if you toggle it up, it will be squared out. [silence]
24:00
Speaker 1
though it was off. Hmm. Not that I know of. Unless, well, YOU, GIVE me one second. NO, IT's turned off. I don't know where that's coming from.
26:00
Speaker 2
Uh that's, uh that's weird. You have other, other Wi-Fi there? Maybe hotspot or something. Hmm. Right. Uh how about is anyone using the Wi-Fi right now, doing their job or something? Because we're going to test. We're going to turn off the Wi-Fi your router I mean.
26:00
Speaker 1
There is a network device on my network that I don't recognize. Okay. You just want me to reset it? Is that what you want me to do? Okay. The router. You just want me to just flip the switch off, on the back of it?
27:00
Speaker 2
And if you still see that name, then it's definitely not your router. Oh, no, we're not going to reset it. Uh, we're just going to turn it off, turn it back on. The the router. Yes, turn it off, turn it back on. Oh, do not turn it on. I'll let you know when to turn on. Just turn it off for now. Just unplug it from the power source. Do not turn it on or do not plug it back in. [silence]
27:00
Speaker 1
Now plug it up. OK. No, I don't see anything on there, no. No. Well, if I turn the router off, I'm not going to. Well, if I turn it off, it's not going to be broadcasting those channels or, right? [silence] Well, if
28:00
Speaker 2
Oh no, no, no, not yet. not yet, not yet. Um check your phone if you still can't see that my phone name. I mean, telephone if you still see that, why funnel? Just raise the days up. So, it should not be that why fun name of your router. not even the third one. Hm. Really weird. OK, turn on the router. the Wi-Fi. Yeah, that's actually the point. Yes. So now if, if the rather is a problem or if that's the network of your router, it should show up. If it's not the network of the router, then
28:00
Speaker 1
Okay. Okay, so I'm going to plug it back in now. Okay. It's plugged back in. Waiting for it to boot up. [silence]
29:00
Speaker 2
[silence] Yeah.
29:00
Speaker 1
Hello. Are you still there? Yes, yeah, I can hear you now. Yes. For that to
31:00
Speaker 2
Yes. Is the router booting up? Yes. Yes I'm actually saying something, can you hear me okay now? Good, so is the router booted up or, so, booting up. Okay.
31:00
Speaker 1
yes three yeah there's one skippy big and then two skippy smalls so there's two different 2.4 networks I guess uh
32:00
Speaker 2
Can you still see the Wi-Fi? the Wi-Fi name? Uh, how many names showing in your network, please? Two. Three. Can you, uh, is your computer does have a Wi-Fi, right? Does, does your computer have a Wi-Fi? Can you check if the Wi-Fi is there?
32:00
Speaker 1
Via Wi-Fi, yes, but it's connected directly right now. Yeah. So I guess I'm only seeing that on my phone. No. It is.
33:00
Speaker 2
no need to disconnect it, just we just need to check if the Wi-Fi is there. So we need to two device your phone and your computer. Just open Wi-Fi settings on your computer and check if you can see the two, I mean the three names so the computer does not see the third name? [silence] That's really weird. What about other device?
33:00
Speaker 1
Other devices. Be displaying the, you know, like a network or anything. And it says underneath the, can I send you a screenshot or something somehow? [silence]
34:00
Speaker 2
Like, do you have another phone? Yeah, a different phone? Like, maybe iPad or tablet. Yeah, I think we can do that. Hold on. Let me send you a message. All right. Yes. And then your email now. Check your email. I'll send you a test message. Mhm. And then I'll send one to your email.
34:00
Speaker 1
Nothing's popped. I do see Spectrum. Oh, no, no, no. That's not you. A text message. Oh. There you go. J.O. I got you. Um, let me do a, see if I can do a screenshot here real quick. So you can see what on this. Okay. uh, sure. Here we go. attach. Oops. Not a photo.
35:00
Speaker 2
m The message is text.
35:00
Speaker 1
there I just it should have been sent you're still with me? I am. I'm [silence] Do you want me to go off Wi-Fi? Yeah. Okay. Okay, I turned Wi-Fi off on my part. Okay. Yeah.
36:00
Speaker 2
Ah, yeah. Yeah. No, no. Can you do that? [silence] If we get cut off, I can call back. [silence] (mumble) [silence] [noise] [silence] I have your number right here. [silence] Now, toggle it back on. [silence] And still the same. Two names. I mean, three names actually [silence] [noise] [silence]
38:00
Speaker 1
Okay. Click that. Now, when I go to the settings on that, there's no forget this network option. All there is, is disconnect. [silence] No.
39:00
Speaker 2
can you click the the gear symbol beside the network name it's like a gear symbol and then select uh forget this network and now can you connect to the other Wi-Fi the other available network okay can you scroll down maybe it's at the bottom
39:00
Speaker 1
[KEEP_UNCERTAIN] There's not, and that's weird Mm-mm Yeah We can try Plus me Or if I shut, I don't think that's gonna fix it cuz I've I've shut off my phone and it's come back before I don't know if that's some other Outlook problem I don't know Yeah That's interesting because yesterday it worked with everyone else No, no, that's weird Mm-mm This is [silence] That one doesn't happen yesterday I don't think Yeah, I don't if he I seen it before [silence] I don't know What about me Yeah, I think if I got on this will Laptops.
40:00
Speaker 2
No. Hey, dude. Maybe we can try turning off the phone. Maybe that's OK. I mean, to be honest with you, I'm not sure how to fix this kind of problem. Doesn't seem to be a router problem, because your other devices can only see two networks. I'm not sure, though. We're just doing trial shooting. Is that okay? That's how you're breaking up. Hmm?
40:00
Speaker 1
If I was messing around with the, is there any way to create a new uh network on here with the options like the Wi-Fi settings, or anything like that?
41:00
Speaker 2
There is... only... two only. That's the wireless, which the one we checked, there's only two names, and the gas network. So other than that, there's no other way to create Wi-Fi. [silence] It is weird. Okay, can you try connecting to the?
41:00
Speaker 1
Which one? The, uh, Via Lync Kenyon? [silence] [silence]
42:00
Speaker 2
you got two names yeah the violin says yeah select that connect to that silence
42:00