V2 Rubric Detail — 14337286-796c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 18:54
Duration
25m 6s
Contact
Lawrence Shell
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136032
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution1.56/5
Technical2.81/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall60.1% (-3.9)

V2 Grader Summary

The agent successfully isolated the speed issue to the iPhone using multi-device testing and band isolation but failed to utilize the router's admin interface to verify WAN speed or firmware, which are mandatory diagnostic steps per the authoritative KBs. While communication, ownership, and call control were strong, the incomplete troubleshooting and lack of definitive resolution result in a Partial Resolution outcome.

V1 Case Analysis

Customer reported low Wi-Fi speed on iPhone (33.9 Mbps) while iPad showed 472 Mbps. Agent guided disabling 2.4 GHz band; iPhone speed improved to ~105 Mbps. Advised using fast.com and speedtest.net. Ticket emailed. No model/WAN verification performed.

Troubleshooting Steps
  • Verified Wi-Fi SSID and IPv4 address on the phone.
  • Ran speed test on iPad (fast) and iPhone (slow).
  • Disabled 2.4 GHz band on the router and retested iPhone speed.
  • Suggested using fast.com and speedtest.net for further verification.
Key Observations
  • Agent never collected router model, serial number, or warranty status.
  • No upstream (modem/WAN) speed verification was performed.
  • Communication contained filler, fragmented sentences, and occasional unclear phrasing.
Positive Highlights
  • Guided the customer through Wi-Fi band testing and identified the 5 GHz band as faster.
  • Provided clear next-step instructions (fast.com, speedtest.net) and offered to email a ticket reference.
  • Demonstrated patience and kept the call moving forward despite limited information.
Agent Errors / Gaps
  • Missing product model and warranty information (protocol gap).
  • Did not isolate the issue at the modem or check WAN port speed.
  • Did not obtain a definitive confirmation that the issue was fully resolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still reports inconsistent speeds (e.g., 104.9 Mbps on speedtest.net, choppy on fast.com) and no definitive fix was provided; issue remains unresolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent conducted band isolation and multi-device speed tests but skipped router-side diagnostics (WAN speed, firmware check) per KB requirements.
R3 Partially Met Correct resolution path conf 85%
Agent pursued device-specific troubleshooting but did not complete full router diagnostics or escalate despite lingering instability; path was reasonable but incomplete.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (slow speed on iPhone) and ruled out network-wide issue via iPad test, but did not isolate root cause without router admin validation.
T2 Not Met Appropriate tools / resources used conf 100%
Agent failed to use router admin interface to check WAN speed, firmware, or connection details, which are explicitly required in universal_speed_diagnosis.md and universal_speed_5ghz_diagnostics.md.
T3 Met No misinformation conf 95%
All technical advice (band toggling, fast.com vs. speedtest.net, device isolation) aligns with KB guidance and contains no factual inaccuracies.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, gave clear instructions, managed transitions (e.g., switching devices), and kept focus on diagnostic steps throughout.
C2 Met Confirmed understanding conf 90%
Agent adapted language to customer’s level (e.g., 'turn off the 2.4 band'), confirmed device type (iPhone 13), and adjusted testing method based on observed results.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case end-to-end, did not transfer, followed through on ticket creation and email offer, and addressed all customer concerns.
O2 Partially Met Proactive follow-through conf 85%
Agent provided a ticket and offered to email it but did not set a timeline for follow-up or define success criteria for monitoring period.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was device-specific and agent made reasonable troubleshooting effort.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent was polite and thanked customer but did not explicitly acknowledge frustration with 'choppy and jumpy' speeds or validate effort spent testing.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, adjusted testing approach when fast.com failed, and confirmed understanding by asking for speed results.
X3 Partially Met Overall experience conf 85%
Customer performed multiple manual steps (band toggling, speed tests); agent could have reduced effort by guiding to router UI or offering remote diagnostics.
Call Transcript38 turns · 43 lines
Speaker 1
you're welcome, Lauren. How was it? Did the speed improved? case. the link since. since regular.
00:00
Speaker 2
name and reason for calling. I'll see if this person is available. okay, I'm here. Thank you. okay, it did the reboot. and uh, let me run the speed test again. And I'll do this in a fresh tab as well. Okay, here we go. [silence] Okay. Well, it's a bit better this time.
00:00
Speaker 1
Uh, uh, Mhm. Can you go to the settings of your phone and go to Wi-Fi? Settings, then, and WiFi. Uh, and can you tell me what's the Wi-Fi name that this phone is connected to now? Okay, tap the eye icon right beside it. This is an iPhone, right? Okay, tap the eye icon right beside your Wi-Fi name and check And check there if, um, the IP address. Can you see 192.168? Mhm.
02:00
Speaker 2
but uh it is still low i've got thirty three point nine sure okay yes, i have it named mister lizard. [silence] uh, yes, that's an IPV4 address. 192.168 yes
02:00
Speaker 1
hello okay so that's the IP address that you can see 192.168.138.10 under Wi-Fi address okay indeed this is already connected to Linksys so so it must um receive enough signal just to confirm again when we access earlier the settings the media pre is not turned on right nothing is being prioritize on that specific tab okay do you have another wireless phone Lauren or iPad okay can we try
03:00
Speaker 2
Hi. Hi. I'm still here. Yes, it is. No. Right. The router priority was turned off. I do. Yeah. Yes.
03:00
Speaker 1
to check if those phones are getting enough speed so that we can conclude that this phone only which can't. And you're Wi-Fi, by the way, it's not separated, right? It's all created one name, like you're Wi-Fi bands. Hmm. Um, same Wi-Fi that you need to connect it to. Hmm.
04:00
Speaker 2
of okay okay a grab one I have both with the same name and they're both and same password and they are both turned on yes yeah both same uh network name same password and both the 2.4 and for [silence]
04:00
Speaker 1
uh-huh. Ah, sure. Okay. You're welcome. [silence]
05:00
Speaker 2
Five gigahertz bands are on. So if you can stand by, I can go grab an iPad and come down and we can check that too. Okay, I'll be right back. Thanks. Okay, I'm back with another device. [silence]
05:00
Speaker 1
That's iPad, right. Okay. [silence]
07:00
Speaker 2
Yes. So I'll run a speed test here. I'll use the speedtest.net one. [silence]
07:00
Speaker 1
It's connected already, the iPad. Let me know if it's not connecting at all. Okay. So you're still using the same website, which is the speedtest.net. I mean, if you're accessing this inside of
08:00
Speaker 2
Yes. No, no, it's connecting. I'm running it right now.
08:00
Speaker 1
I SOMETIMES BECAUSE THE INTER
09:00
Speaker 2
Yes. It's not doing too badly, actually. So I've got a download speed on the iPad at 472.
09:00
Speaker 1
Okay. I see. There's really something on the phone, why it's not getting the feed. Computer is fine, this iPad is fine and no VPN at all right on the previous found. And it's already? Can you try to do a hotspot instead? Like, [silence] [ moves like hand [ remove ] ] just leave this [ ah, that's not possible, I think, to do a hotspot on the, on the phone only, [ silence] Just to see if the speed will be limited. Your phone earlier, was it an iPhone 15? [ sigma ] iPhone 13, okay. [ sigh ] we already restarted it. Do you have another Wi-Fi there at home where your [ remove ] [ remove ] iPad is [ remove ] Hi [ remove ]. [ sigma ]
10:00
Speaker 2
with an upload of 13.8. No. No. It's an iPhone 13.
10:00
Speaker 1
grasp as follows mind network reset
11:00
Speaker 2
No. The the only thing I might be able to do is to turn yeah, turn off some of the uh the bands. I wonder if the phone is connecting uh to a a band where there's a radio problem.[silence]
11:00
Speaker 1
Uh huh. okay. Uh huh. Yeah, and do you have cellular data on your phone? Do you have cellular data. Aside from Wi-Fi, do you have data on your phone? [silence]
12:00
Speaker 2
[ - ], so I might, uh, do that experiment. Mm-hmm. Um, and um, just see if I'm... I think what I'll do is turn off the Wi-Fi on my phone or, I will, so I'm disconnected. Uh, I'm sorry. Oh, I do, yes. I'm gonna turn off one of the routers Wi-Fi bands and then see if I can reconnect. And then I may try the other one as well. It's possible the phone has a a an issue in one of the radios. [silence] Okay, so I've turned off the 2.4 band.
12:00
Speaker 1
Mm-hm. Okay. So the Wi-Fi is no longer enabled on this phone. Only data, right? I mean, only data. Uh-huh. Oh, good.
14:00
Speaker 2
on the router and I'm reconnected uh with the only five band with my phone so I'll rerun the speed test I'll test the two radios [silence] no I have yeah only the 5 gigahertz band is turned on on the router I'm testing the two separate radios on my phone I'm getting faster speeds being connected to the 5.
14:00
Speaker 1
[silence]
15:00
Speaker 2
So now I'm going to uh reverse this and turn off the 5 GHz band and reconnect and see what the phone does. It could be a radio issue on the phone. [silence] Yes. [silence] Okay. So, I only have the band broadcasting on the router. Okay. [silence]
15:00
Speaker 1
Okay. Backalug. Hopefully this phone has enough speed. Just getting three one MBPS. You can't really it will load, but it will take a minutes before it will fully display the image. On the GPS Gradually Increasing umm close that one out and open a new one Try fast dot com.
17:00
Speaker 2
Well, OK, that resetting the radios may have helped. That gave me now 143 on the phone. Yeah. Yeah, that's not too bad. OK. Sounds good.
18:00
Speaker 1
What's the speed this time, Lauren? Um, and that's the FastNetR른다.0It seems And just to confirm, you have this um LINKSYS device since year 2024, right? Because I created, uh, registered this product under your name here, and part of it is the warranty. So you had this one year 2024. Does that sound right?
20:00
Speaker 2
Well, it's uh, been quite choppy and jumpy. It's still running. Yes, I'm seeing 18 and two. It's just running and jumping all around. Here's 23. Let me kill. Yes, that's right.
20:00
Speaker 1
Okay. How about this? Kindly close that instead. I tried fast.com here on my end. It seems like it's really taking time. Maybe their website is not, uh, it's temporarily not working. Um, you can try instead speedtest.net for the last time on your phone.
21:00
Speaker 2
And using, I went ahead and tested it on the iPad again and fast.com gave me 17. That's on the iPad. I'll run it again on the phone. I'm getting very choppy, uh, very confused results. Oh, okay. Sure. Okay, okay, sounds good. Yeah, I don't think it is working very well.
21:00
Speaker 1
All right. Um, Hmm. that's just a brand new phone, Lawrence, or you've been using it for a while? Okay. Um, by chance, if you came into, if you come to a house, uh, which you can connect to Wi-Fi and they have,
22:00
Speaker 2
uh okay on the phone speedtest gave me uh 104.9 so that seems mostly livable oh I've been using it for a while yeah years.
22:00
Speaker 1
More than 100 subscription just for isolation. You can try to connect other Wi-Fi to see if it will detect more than 100. Right now, that's really the maximum it can get. And I'm not really sure what else needs to be done on the iPhone side. But for the router, um, everything is already okay with it, okay? I recorded all the All right, right. Exactly. [silence]
23:00
Speaker 2
It seems like... I was going to suggest that, yeah, that does seem to be the case that I may need to do some more troubleshooting. But I can also do that at a store, Starbucks or something on a public Wi-Fi, run some speed checks there. But it looks like it's I'll reconnect my hard wire to the computer and I'll watch it for you know a week or so and if there's...
23:00
Speaker 1
Yeah. And here's your ticket for your reference, just in case. I can email this one to you if you want to. Okay, then. As of now, do you have any other concern aside from the speed? Questions? You're welcome. And thank you for your time, Lawrence, for calling us here in Linksys. Thank you. You take care then and enjoy the rest of your day. Bye bye. Bye.
24:00
Speaker 2
any other weird issues I can always call back so oh okay thank you oh sure yeah please go ahead and email that. That'd be perfect. No, I think I think that's it. Getting those settings changed may have really helped so thank you for that. Okay, you'll be very, you've been very helpful so I really appreciate it. Okay. Thanks, you too. Okay, bye. [silence]
24:00