V2 Rubric Detail — 1db4e37a-70e4-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 22:20
Duration
11m 53s
Contact
James Fouche
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00134867
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: General Inquiry
⚠ 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
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical4.38/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp2.50/5
Overall72.6% (+16.6)

V2 Grader Summary

The agent correctly diagnosed the E5400’s 100 Mbps port limitation and explained the 1200 Mbps Wi-Fi rating, meeting technical accuracy. However, no speed test was conducted, and the upgrade recommendation lacked specificity. Forwarding feedback to marketing was not an escalation, so E1/E2 are N.A. The outcome is Partial Resolution due to correct education but incomplete guidance.

V1 Case Analysis

Customer reports E5400 router advertised 1200 Mbps but wired ports are only 100 Mbps, limiting his 500 Mbps ISP speed. Agent explained the 10/100 Mbps port limitation, confirmed the router is out‑of‑warranty, suggested newer MX/MR series routers, and escalated to the marketing department.

Troubleshooting Steps
  • Confirmed router model E5400
  • Verified WAN/LAN ports are 10/100 Mbps
  • Explained difference between Wi‑Fi AC1200 rating and wired port limits
  • Checked warranty status (out of warranty / end‑of‑life)
Key Observations
  • Agent correctly identified the 10/100 Mbps hardware limitation.
  • Agent did not provide a specific non‑mesh router that meets the customer's 500 Mbps wired requirement.
  • Escalation was mentioned but no timeline or clear next‑step was set.
  • Communication contained many pauses and repetitive confirmations, limiting empathy and clarity.
Positive Highlights
  • Accurate explanation of 10/100 Mbps port limitation versus Wi‑Fi AC1200 rating.
  • Provided the correct support URL (support.linksys.com).
  • Acknowledged the router is out‑of‑warranty and end‑of‑life.
Agent Errors / Gaps
  • Did not collect the router serial number despite asking for it.
  • Suggested a mesh router (MX5500 XR) even though the customer explicitly said he does not need mesh.
  • Failed to set a clear follow‑up timeframe after escalation.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent correctly identified the hardware limitation of the E5400 and explained that 100 Mbps ports cap wired speeds, but failed to provide a concrete upgrade path or confirm resolution; customer left needing to self-research replacements.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked for model and plan speed, correctly interpreted specs, and explained the Wi-Fi vs. wired distinction, but did not guide a speed test or verify actual performance, missing a key diagnostic step.
R3 Met Correct resolution path conf 90%
Agent acknowledged the router is end-of-life and out of warranty, then appropriately advised upgrading to current models (MX/MR series), aligning with best-effort OOW support standards by offering a path forward.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent identified the core symptom (discrepancy between advertised 1200 Mbps and actual 100 Mbps), asked relevant questions (model, plan speed), and correctly diagnosed that the 1200 Mbps refers to Wi-Fi aggregate, not wired throughput.
T2 Partially Met Appropriate tools / resources used conf 85%
No tools like speed test or admin UI were used, but given the clear hardware limitation confirmed by specs, tool use was not strictly necessary; agent relied on KB-backed technical knowledge.
T3 Met No misinformation conf 98%
Agent accurately stated that E5400 has 10/100 Mbps ports and clarified that 1200 Mbps is a Wi-Fi aggregate speed across bands, consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Call had noticeable silences and filler words ('uh', 'yes'), but agent maintained focus on the issue and did not lose control despite customer frustration.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated for clarity, and avoided jargon, adapting well to customer’s level of understanding.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on the call, engaged throughout, and committed to forwarding feedback, demonstrating ownership rather than transferring or disengaging.
O2 Partially Met Proactive follow-through conf 85%
Agent offered to forward the concern to marketing and suggested newer models, but did not specify a timeline or direct follow-up action, leaving next steps somewhat vague.
O3 Met Closure confirmation conf 90%
Agent referenced E5400 and 500 Mbps plan without re-asking, showing use of provided information and maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation was warranted — the issue was a known hardware limitation resolvable with education and upgrade recommendation; forwarding to marketing was informational, not a technical escalation.
E2 Not Applicable Escalation prep & handoff conf 90%
No technical escalation occurred; forwarding customer feedback to marketing is not a support escalation and does not require E2 criteria.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I'm sorry' and acknowledged customer disappointment, but did not fully validate frustration about marketing practices with empathetic language.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a calm tone and stayed engaged, but did not actively adjust pace or emotional tone to match customer’s growing frustration.
X3 Partially Met Overall experience conf 85%
Customer had to search for product pages themselves; agent could have reduced effort by providing direct links or specific model recommendations.
Call Transcript18 turns · 21 lines
Speaker 1
Hi. I have a Linksys router, and when I look at the specifications, it says it's capable of up to 1.2 gigabits, but the ports are limited to 100 megabytes per second, megabytes per second. So, they're not, I'm not actually getting anywhere near the speed that it says it's rated for. Can you help me figure out why this is? I want to make sure if I can fix it, what the problem is, I need to buy a new router. [silence] Right now, we're supposed to have 500 MB per second. Mbps, yes. Oh, I don't have the serial number, but usually it's a [silence] E5400 router. Correct. And if I look, I have the [silence] data sheet right in front of me. It says, gives you speeds up to 1,200 Mbps. But if you look at the [silence]
00:00
Speaker 2
uh, OK. How much speed did you subscribe, sir? From your internet. Internet provider. 500 MB PS, OK. Yes. And what is the serial number and the model number of your linked device? Just try to look on the device. E 5400. OK. OK. Hmm.
01:00
Speaker 1
ports that the, router has, its, limited to 100 MBPS: that doesn't really understand that. Right, so how, right, so how, why are you marketing it that says, it's give you speeds up to 1200 if it's limited to 100? That doesn't really makes sense to me. Yes, that's right. Yes. Yes. Yes, yes, yes. Yes, yes. Yes, yes, and it, it says the, the AC dual band, 1200, AC dual 1200 dual band Wi-Fi 5 router gives you speeds up to 1200 MBPS. If the ports are limited to 100 MBPS, you're never going to get more than that. So I don't understand.
02:00
Speaker 2
Yes, it's just 10/100 Mbps, that's for the for the WAN and the LAN ports. Where did you see that? Oh, it's actually the it's AC1200, okay? The speed rating, that that's what it says. The AC1200, that's for the that's for the Wi-Fi specifications. It's up to
02:00
Speaker 1
Do you understand what I'm saying to my question? Yes. Right, right. That's right, right. That's what I've learned, but I don't understand why. I don't understand. How can you say it gives you speeds up to 1,200 Mbps if it doesn't get you any more than a hundred? Do you understand my question? No, no, that's 12 that's 12 times higher speed than you could possibly get. So, if I buy this, thinking they're going to get up to one. [silence]
03:00
Speaker 2
Well, that's for the, that's for the wirelesser. The wired and wireless, it's actually different. So, if you subscribe for a 500 Mbps, but still, you're still going to, it still limits you to 100 Mbps or since this, yeah. Yes, I understand. Well, probably it's just that it's just an estimation or something, but, uh,
03:00
Speaker 1
1200 and they only get 1тона p that seems almost like uh you know tricky marketing. The the port the port is what you're plugging the modem into right? So the modem plugs into the port. So the modem is putting 500 MBPS. The port limits it to 100. That means the the top speed you can get is 100 MBPS with this router. Right, so 1200 MBPS there's no way you're going to get that. That seems very misleading. Yeah. I would love to do the explanation because I I really don't understand it. Um that means that. [silence]
04:00
Speaker 2
[silence] Yes. [silence] Yes. [silence] Yes. [silence] Let's just assume that I assume [silence] that we understand. Yeah. [silence] And [silence] I actually [silence] um [silence] I also cannot speak on behalf of the company, sir. But [silence] uh [silence] Yes, I believe there's [silence] there's [silence] different explanation for that. [silence] Um [silence] But [silence] uh [silence] let [silence]
04:00
Speaker 1
In order to get my speed that I'm paying for from the internet service provider, I need to get a different router.
05:00
Speaker 2
Hm. Come again, sir. I'm sorry. Um. Yes. Yes, sir. Hmm. Yeah. Yeah. Yeah. We'll We'll just have to, um, verify that, sir, with, uh, with the, with the marketing team. But, um, just to inform you sir, that they no longer manufacture this particular router because this is one of our end of life routers. Yes. This is already out of warranty. Hmm.
05:00
Speaker 1
specifications are so different. And in fact, there is nowhere, oh, there it is. Yeah. It says five fast Ethernet ports, 10 - 100. Well, that's not very fast if it's limited to 100 Mbps. It really makes no sense at all. Okay. All right. Um, I'm very disappointed in this marketing. It seems, you know, very um, I suppose I can look for another Linksys router, but this this really is disappointing to find this. Do you have uh, quickly available and, you know, inexpensive Linksys router that can pass through at least 500 Mbps through the ports? Yeah. Yeah. [silence]
06:00
Speaker 2
Well, we we always suggest the newer ones right now the newer models. We have the MX or the you know the MR series.
06:00
Speaker 1
OK let me, let me, let me look and see if I can, let me see if I can find that. OK, Linksys. I'm not finding it easily. I want to find the Linksys router. I know they want, they want you to buy a new thing every year, but we don't like to buy new things that often. OK, for ISP, is that what we're looking at? Let's see. That one we want? No. OK, where do I find this on your website? I'm not finding anything. Products, micro mesh, blah, blah, blah. I don't, I don't see routers immediately. OK, hold on. Sure. MX 5500. Yeah, I'd say I don't need mesh. I don't have any mesh. I need, I just need something that passes through. OK, I'm looking it up. Looking it up. And
07:00
Speaker 2
The MXRF series routers, we have the MX5500XR link, Design router, that's the WIFIF six router. You can just, uh, you, you can actually just Google it. Uh, it's link, this MX5500. It's a WIFIF six mesh router.
07:00
Speaker 1
find the support but I don't actually find a product page. Why is there not a product page for this? Do you not just have a product page that shows the specifications? I don't find it. Hmm. Okay. I'll try that. Okay. Support say that again please. Support.Linksys.com. Linksys.com let's try that. There it is. Okay. Product overviews. Let's see where we go. routers. There's the routers. EEA series MX
08:00
Speaker 2
you can actually go to support dot linksys dot com you will find the the MX 5500 downloads documents and user guide there. So support dot linksys dot com, yes. [silence] Yeah, the functionality of MX series routers is just the same, it just differs on the uh on the specs, okay, the the coverage, the speed, the specifications. [silence] Yes, I'm still here, sir. I'm sorry, I can't hear you clearly. What was that again, sir? Uh-huh. Yeah. Uh, you can check it on Amazon, sir. Cu- because uh you can also check in other local stores. Yes, if it's uh available. yeah, you can also check it in Best Buy. Uh I'm really not so sure. Um I've heard about the uh MX 5500 is less like uh $100 but not sure with the uh $4,300
08:00
Speaker 1
It doesn't have mesh, right? So Linksys 4300. Let's see what we get. Nope, don't find it. Okay. All right. This is going to be a little bit of a search. Okay. All right. Well, yeah, can you can you pass on to I don't know who, the market or somebody? It really doesn't make any sense at all to market a product as being capable of 1200 Mbps when really all it can pass through is 100. That just makes no sense whatsoever. Okay. Yeah. Okay. Okay, very good. Well, I'll look for a new horter. It may take a while. Thanks very much. Appreciate it. Okay. Okay. You too. Thanks. Bye-bye. [silence]
11:00
Speaker 2
Mhm. Okay, yes, don't worry, sir. We will forward it to the appropriate department. Okay. All right. Thank you so much for your time, sir James. This is Eppy from Lincoln Systems. Thank you for calling. You too, have a great day. Bye bye.[silence]
11:00