V2 Rubric Detail — 1b78fb3c-8223-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 21:04
Duration
23m 23s
Contact
Keith fochi
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#TE00057356
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MBE7000 - slow internet and intermittent disconnection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall56.2% (+20.2)

V2 Grader Summary

The agent identified the slow-speed symptom and planned a firmware re-flash, maintaining ownership with a scheduled callback. However, critical diagnostics (modem-direct test) were skipped per KB requirements, and call control suffered from technical disruptions. The issue remained unresolved during the call, resulting in a partial resolution outcome.

V1 Case Analysis

Customer reports ~500 Mbps on a 1 Gbps plan with intermittent drops on MBE7000. Agent initiated remote support via join.com, lost control multiple times due to slow connection, disabled IPVanish VPN, checked PPPoE settings, but skipped modem-direct speed test and full reboot. Follow-up scheduled for manual firmware reflash at 8:30 PM.

Troubleshooting Steps
  • Initiated remote support session (join.com) and attempted to control the customer's PC
  • Requested disabling of VPN (IPVanish) and antivirus software
  • Navigated router web UI to view PPPoE settings, keep-alive, and link speed
  • Checked that the node is connected to the modem (EVI-7000) via Gigabit Ethernet
Key Observations
  • Agent skipped fundamental troubleshooting steps (modem speed test, full power-cycle) before remote session, violating KB guidance
  • No model, serial number, or warranty information was collected despite this being an escalated follow-up case
  • Long periods of silence and repeated loss of remote control made the call highly inefficient
  • Agent made unvalidated changes to PPPoE keep-alive settings without understanding their impact or confirming improvement
  • Customer explicitly stated the issue persists even with direct wired connection and after ISP testing with their own equipment
Positive Highlights
  • Identified IPVanish VPN as a potential contributor and correctly asked to disable it for testing
  • Confirmed 1 Gbps link speed between router and modem, indicating proper physical connection
  • Recognized that a firmware reflash might be necessary and scheduled a concrete follow-up time
Agent Errors / Gaps
  • Did not perform basic WAN speed test (direct to modem) to isolate ISP vs. router issue
  • Failed to perform full power-cycle of modem and router before remote access
  • Did not collect product model number, serial number, or warranty status
  • Conducted remote session without first confirming customer's time constraints or managing expectations for session duration
  • Made unvalidated changes to PPPoE keep-alive settings without understanding their impact or confirming improvement
  • Did not check firmware version or confirm it was truly up to date via router interface

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Issue (slow wired speeds on 1 Gbps plan) was not resolved during the call; only a firmware re-flash was scheduled for later.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent attempted remote access, speed tests, and adjusted PPPoE/IPv6 settings, but skipped foundational steps like modem-direct speed test and LED status check.
R3 Met Correct resolution path conf 90%
Proposing a manual firmware re-flash as the next step is appropriate for persistent performance issues after prior troubleshooting failed.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent skipped the mandatory modem-direct speed test required by KBs to isolate the ISP, moving straight to router settings and remote tools.
T2 Partially Met Appropriate tools / resources used conf 80%
Remote tool (join.com) was used appropriately but repeated disconnections prevented full diagnostics; agent could not retrieve router UI or logs due to speed issues.
T3 Met No misinformation conf 95%
Instructions to disable IPv6, adjust PPPoE keep-alive, and disable VPN/antivirus are technically accurate per KB guidance and caused no harm.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained ownership and set a callback, but frequent silences, loss of remote control, and lack of clear transitions disrupted call flow.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms like 'PPPoE keep-alive' and 'express forwarding' without consistent simplification, though actions were confirmed with the customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and committed to a specific callback time (8:30 PM) to continue troubleshooting.
O2 Met Proactive follow-through conf 95%
Clear next step (manual firmware re-flash) and realistic timeline (callback at 8:30 PM) were established and confirmed with the customer.
O3 Met Closure confirmation conf 90%
Agent referenced prior actions ('you've tried removing nodes', 'node upgraded') showing use of case history despite this being a follow-up call.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation occurred and the situation did not meet triggers (e.g., confirmed hardware fault, repeat unresolved); L2 action (re-flash) was appropriate.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution of escalation cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent acknowledged slowness ('this is really slow, sir') but did not explicitly recognize customer frustration or prior effort beyond procedural statements.
X2 Partially Met Tone & rapport conf 80%
Agent maintained procedural focus despite technical difficulties and customer time constraints, but did not consistently adapt tone or pace to the customer's confusion.
X3 Partially Met Overall experience conf 75%
Customer performed necessary actions (download, run, toggle settings) due to remote tool limitations, but agent could not fully handle diagnostics agent-side given connection issues.
Call Transcript38 turns · 41 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Paul from Linksys Custom Assurance Team. May I speak to Keith? Okay so this is actually a, oh I mean your case has been escalated to other so I'm doing a follow-up call regarding your concern about your Linksys device. So is this the best time sir? Would you like to work with this ticket? Uh is this the best time to work with this ticket sir? Okay. So yeah, I just want to confirm, sir, you're actually experiencing like a slow internet connection, right? So you you subscribe for one gigabit connection but you're only getting around 500. Yeah and you cannot get past 500 Mbps. Yeah.
00:00
Speaker 2
[silence] Hi, yes speaking. Yep. [silence] I'm sorry, say that again. [silence] Yeah, that's a good time. [silence] That's right. Yeah and that's the best case scenario and that's even hardwired even hardwired in when I read.
00:00
Speaker 1
Yeah. Yeah, it just. Oh, yeah. Mm-hmm. Yeah, so it's isolated. Mm-hmm. Mm-hmm.
01:00
Speaker 2
[KEEP_UNCERTAIN] The readings are what it can receive and push. It says it can do a gig. And then on top of that, it intermittently drops all the time. And we changed service providers because we actually got a service provider. And sure enough, we're having the same exact problems. And we've been Lin's. I've had Lins mashed networks where I've upgraded them over the years. They're more on the MVE 00007. Now is the main node. But I've never had problems like this before. And unfortunately, I've tried everything like I've taken all the nodes off and just put the main node on and it's the main node. That's the problem. That's what's causing me all my problems. So I've worked on this for and I've had the internet providers work with me as well. They thought it was them, but they've come in and put their own routers in and they're getting perfect gig signal. And, you know, we're getting perfect readings with their use. Eros the Pro 7. And so it's definitely this node. Like it's the firmware is up to date. I mean, we've done I've done .
01:00
Speaker 1
Okay. So, okay, so right now, so are you still using that node that has an issue? Okay. And by the way, sir. Is it, do you have a computer that is currently connected to the network via wired or wireless? I see seems it possible for user like to connect one so we can troubleshoot the note A computer wired or wireless. Okay. And also, sir, is it okay, we deserve I do a remote access to that computer. Okay, good. Oh, yeah, because we might, [silence]
02:00
Speaker 2
Uh, everything imaginable to this thing. Um, and I, it just, it's, it's, it's the note, there's something wrong with it and I just, I don't know what to do anymore with it. Yeah. Yep. Uh, I do, not in the moment, but when I, I've plugged right into that node, um, to cast it, I, I've done that before. I don't have that right at the moment. Uh, sure. Sure. Yeah. Yeah, that's fine. Um, and just to know, I have probably 20 minutes tops before I have to go. Just so you know, unfortunately. [silence]
02:00
Speaker 1
[silence] i see [silence] yeah by the way sir [silence] what? [silence] yeah because if in 20 minutes it's like okay [silence] [silence]
03:00
Speaker 2
I was expecting, yeah. I was expecting, uh, I think before regardless, not you personally, but like, I don't know. Um, so I'd say it was an hour and a half. But unfortunately. So let me let me. Uh, I'm I'll boot my laptop up right now. Let me get, um, guys, there was a cord, a yellow cord that was on here. Where'd it go? What? Okay, you me 50 bucks. You me 50 bucks. I I where? Uh, hold on. I have to go find this cord. Are you kidding?
03:00
Speaker 1
Oh. Okay. Okay. Okay. Okay. Okay. So on your computer, sir, please open a browser and go to Google. [silence]
04:00
Speaker 2
Building up now. Okay, okay, I'm hard wired in. Let me just connect. Our, uh, connecting, okay, um, connected now.
04:00
Speaker 1
Yeah, please launch your browser. Yeah, we can use Chrome or edge. Yeah, whatever browser you have on the computer. Okay, then uh alright so uh okay, that's okay then. So on the address bar sir, please type this address. Okay, please type join J O I N and join.com O-H-O, correct. Okay, and yes please. It should ask you for the session ID. Okay, so the session ID sir is 729 040 806.
05:00
Speaker 2
I'm on I'm on the browser all right regardless TV go ahead I'm sorry What's the second word ZZ H L O K okay a and enter Okay click on ID and
05:00
Speaker 1
Oh 806 oh but you said let me repeat that's 729 040806. Okay. Yeah then just yeah make sure to enter a name then accept the terms or join session I'm sorry join session then agree to download that yes yeah to download the file then after you download the file run it to install the remote support. Okay. Yes. Yes. I think I'm in. Okay. So, connected to a computer. Yes. I will access first the setup page of my router. Okay. So this is a wide. It let me just let me run a personal speed test. Ah, okay. [silence] Let me run a personal speed test.
06:00
Speaker 2
Okay. Join. All right. I think you should be able to have access now. Go for it. Do you want me to like get do you want me to log into that?
08:00
Speaker 1
yeah probably yeah That's it, but can you double check if the computer is still connected to [ silence ]? It seems that it stopped working. I mean, I mean, if it's still online. Ah, I mean, the computer. I mean, yes, yes, please go ahead, I yeah, please go ahead, please take control. Yeah, I cannot see your mouse moving, it seems that we got disconnected. Yeah, okay. Yeah, I lost the control, sir. Can you rerun, sir, the, yes, can you rerun, sir, the ZAConnect file again, the file that you downloaded? Yeah, just a first.
09:00
Speaker 2
Yeah, give her the router, yeah everything is everything is there's no, it's a light signal off the link sys, I have uh, I can show you if you want. I can go here. Do you mind if I take control? Oh, okay, um it's connected now. You you want to take control again or you just want me to just show you? You last, she'll.
10:00
Speaker 1
[silence] so [silence] rerun. Okay. I think I'm back. It's back. Edit control again. Oh, I think it's just slow. Yeah. It's just slow. I will try to run it again. Mm-hmm.
11:00
Speaker 2
do and click to run it yeah you lost control again yeah the internet is insanely slow and we're getting a gig in by the way
11:00
Speaker 1
It's very slow this time. 15. Yeah, this is not good. Yeah, this is really slow, sir. Yeah. Yeah, this is why your connection. Do you have any virus software running in this computer sir? Like Norton or McAfee? Can you temporarily turn it off? [silence]
12:00
Speaker 2
Yeah, it's extremely slow. Like, it's, and it's directly into the node. Like, I can't reiterate enough. It's, yeah, this is wired. This is my wired connection. Uh, yeah. Yeah, I have. [silence]
12:00
Speaker 1
yes just for now maybe you could just uh turn it off for 30 minutes Nice. because it's really very slow. you know double check again so I okay there there you go. it's connected again. can you type in the router password please? it's almost that we can't do anything about it. while waiting let me check the link speed. that's connected to the modem.
13:00
Speaker 2
it's not, it's not on right now. I run it myself. Yeah. It's... Yeah, the max speed yesterday was thousand thousand. Uh, so yes, the, the NOT is connected directly to the to the EVI-7000, uh, into the 2.0.
13:00
Speaker 1
Yes, what's this IPVanish stuff sir? Yeah, yeah. Can you also turn it off sir if it's on? Yeah make sure the VPN is off. Oh okay. Okay, there you go, thank you. [silence] Yes, I'm trying to open the network connections window. yeah, but it's just a blank page. Yes sir, yes sir.
14:00
Speaker 2
5 gigahertz port. And the, I'm getting a perfect feed right now on the, Yeah, I mean, this thing is, like something else opened up in the background, and I think van Ash did. It's a VPN line. I'm just gonna close it. It can be on now. It won't, it, It doesn't start unless I give it the command to. Um, That's what I was trying to get to before. Let me, do you want me to try?
14:00
Speaker 1
Yes, please go ahead. Yeah, it's not happening. Ah, try this one there. [silence] Try to go to control panel. [silence] Yeah, let's try to do it manually. [silence] Control panel. [silence] Yeah. [silence] Ah, there it is, [silence] there's a network and internet. [silence] Uh [silence] okay [silence] ethernet [silence] and patentry control. [silence] Yeah, it's a thousand [silence] uh [silence] links speed. [silence] [silence]
15:00
Speaker 2
[silence] Like what's happening? [silence] You're right. Yeah, I think it's for the network settings right here. [silence] Okay. Yep. Go ahead. See a thousand and a thousand. [silence] Yep. I checked all that stuff too.
15:00
Speaker 1
Young one GB. Yeah. Yeah. Yeah. Yeah. Yeah. Mm-hmm. Yeah. Okay. I think, okay. Mm-hmm. No, this may just take another form. Okay, so your internet connection type is PP? O E. Yeah. Yeah. Redial. Can we try sort of like to change this, redial, period? Yeah. Just, just change it to, yeah, something else. Uh, just keep it live. Just okay. Already keep alive. Let's try setting this one to zero. Instead. Okay. So it will not, it will not keep on redialing. Oh, I don't, I don't should there should be a value. I, I just set it back to 30. Let me cancel it first. Then get back to it. We'll try to disable this one. Oh, you also have sir IPV6 configured on this router or no.
16:00
Speaker 2
if you don't if you don't yes I have to be directly connect that's how I connect into the Nok I have to that's the only way I can do that for this sure
17:00
Speaker 1
Oh, OK. It's also PPOE. Hmm, yeah. I need keep alive. I'll also let me know this one maybe. I will not edit something so I'll just have to check. OK, I will try to disable this express forwarding for now so. Oh. Yeah.
18:00
Speaker 2
It's following whatever the IP address is. He knocked me off my Ethernet when he did that and put me on the wireless, now it's going back on.
18:00
Speaker 1
yep it will probably disconnect [silence] ... but this is the it's like a the Comte that is the closest server to you [silence] yeah yeah but I mean the the state [silence]
19:00
Speaker 2
[silence] Ripple. [silence] Oh. [silence] I don't know the closest server. [silence] It's actually never. [silence]
19:00
Speaker 1
mmm, nice, okay, yeah, isn't getting that one anymore. Is the computer still online to the internet right now? Okay, there you go. Yeah, it's still connected. huh, hold on, let me get back to that. Yeah, I think it's very slow.
20:00
Speaker 2
Oh, yeah, I in North Carolina. That's about 10 minutes away from us. But the I've actually I've never seen it as slow as you're getting right now. I've only seen it like when I was connecting, I was getting at least 250, it looks like it's not even get that anymore. Yeah. Yep. and we have TVs in the house that are getting a signal from wireless. Now, if you go to troubleshooting, there's a log on there.
20:00
Speaker 1
What I'm trying to do is at this point, our next step is we'll try to re-flash the router's firmware. Like we will reload the firmware, but this time we'll have to do it manually. Okay? Oh, okay. Yeah, what would be the best time for us to call you back? And what time will be available later today? 8:30? Yeah, that will do. So I can call you back at 8:30. Then we can continue this. Yes. Yes, we can. Might be better if we will change it back to where it was, because I think it didn't do any help. Okay. Yeah, can you go back to
21:00
Speaker 2
yeah. I'm gonna have to, I mean, just due to the timing, uh, we'll go in like three minutes, so I'm gonna have to do this later today. Uh, 8:30 PM Eastern time. Okay. And the changes you made, like that's gonna be okay to attend in? sure.
21:00
Speaker 1
smart Wi-Fi page. Oh, OK. Yeah, because I think it didn't do any help. Yeah, then under network administration, oh, that's a B test. We did each check test we did one. Yeah, I did the uh the still. Yeah, it's uh still very slow. Yeah, just enable it back. OK. Yes. Okay. Yes, yes. 8:30 PM. Okay, so we can do the reflush. OK. Yeah, I'll talk to you at 8:30 PM. Okay, so I will now end this remote support session for now. Okay. You're welcome, Sir. I'll talk to you at 8:30 PM. OK. Bye for now. You're welcome, sir. Bye.
22:00
Speaker 2
Okay, so, at 830 PM, I'll get a expect a phone call and we'll kind of go through this again. Okay. Yeah, that's good. Yeah, I appreciate it. Sounds good. Thank you very much. Sounds good. Thank you.
22:00