V2 Rubric Detail — 1e2b8ee8-7180-11f1-9…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-26 16:57
Duration
27m 8s
Contact
Harry Tardyshire Mackay
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00134969
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Buffering connections/Slow connection
⚠ 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
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership4.00/5
Escalation2.50/5
Customer Exp2.50/5
Overall48.9% (-3.1)

V2 Grader Summary

The agent demonstrated ownership and made a genuine troubleshooting attempt, including Wi-Fi configuration and node management guidance. However, critical diagnostics like modem-direct speed testing were omitted, and LED information was technically inaccurate. The interaction showed partial adaptation to customer needs but lacked full technical rigor and empathy, resulting in unresolved performance issues.

V1 Case Analysis

Customer reports slow speeds on Velop mesh; agent checked firmware, adjusted Wi-Fi channels and security, advised power-cycling child nodes. No speed improvement confirmed.

Troubleshooting Steps
  • Collected serial number (33B20M5BB000042)
  • Accessed router web UI via myrouter.local
  • Checked firmware version and confirmed it is up-to-date
  • Changed Wi-Fi channel settings (5 GHz → 48, 2.4 GHz → 11)
  • Verified security mode set to WPA2-Personal
  • Advised power-cycling child nodes (unplug/replug) and waiting for solid blue
Key Observations
  • Agent never performed a direct modem speed test to isolate ISP vs. mesh issue.
  • Agent failed to verify WAN/internet status on the parent node dashboard.
  • No confirmation of resolution; call ended with pending action and no validated fix.
  • Agent inferred model number (WHW03) from context [20:00] but did not confirm with customer.
  • Customer experienced confusion during UI navigation, indicating unclear guidance.
Positive Highlights
  • Successfully collected serial number and email for case tracking.
  • Correctly accessed the router via myrouter.local and navigated to Wi-Fi settings.
  • Checked firmware version and confirmed it was up-to-date (2.1.18.2.12867).
  • Applied recommended Wi-Fi channel changes (5 GHz → 48, 2.4 GHz → 11) per KB guidance.
  • Verified security mode was set to WPA2-Personal, which is correct per KB.
  • Identified mixed node firmware versions and noted the discrepancy [18:00], showing attention to detail.
Agent Errors / Gaps
  • Did not perform a modem-direct speed test to rule out ISP issues (critical omission per universal_speed_below_plan.md and universal_isp_modem_diagnostics.md).
  • Failed to check WAN status or IP assignment on the parent node to confirm internet connectivity.
  • Provided vague UI instructions (e.g., 'CA' at [12:00]) that confused the customer and required multiple attempts.
  • Did not verify whether the firmware version was consistent across all nodes before proceeding.
  • Failed to capture or confirm the model number explicitly despite having enough context to infer WHW03.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer reported 30 Mbps download and ongoing lag despite agent's actions; no confirmation of improvement or resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed some troubleshooting (channel change, firmware check) but skipped essential steps like modem-direct speed test and WAN status verification.
R3 Partially Met Correct resolution path conf 80%
Agent attempted configuration adjustments appropriate for a mesh system, but failed to diagnose root cause; however, did not dismiss out-of-warranty support, showing intent to assist.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified slow speeds and high ping, checked Wi-Fi settings and firmware, but did not systematically isolate ISP, modem, or backhaul issues.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used router admin interface and asked for speed test, but never tested speed directly at the modem — a required diagnostic step for speed complaints.
T3 Partially Met No misinformation conf 85%
Correctly instructed on WPA2 and channel settings, but gave inaccurate LED description ('aqua or green') — WHW03 only has solid blue, purple, or red.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained call flow despite technical hurdles and customer confusion, but had long silences and unclear transitions between steps.
C2 Partially Met Confirmed understanding conf 80%
Agent guided customer through complex UI navigation on mobile; while jargon-heavy, adapted by suggesting Chrome and desktop mode to improve access.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent stayed on case, did not transfer, and continued guiding through multiple steps despite difficulties, demonstrating ownership.
O2 Partially Met Proactive follow-through conf 80%
Agent gave clear next steps (unplug nodes, change channels), but did not specify timeline or confirm completion before moving forward.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 75%
Issue involved mixed-node compatibility and unresolved performance; escalation would have been reasonable, but agent continued troubleshooting appropriately.
E2 Not Applicable Escalation prep & handoff conf 80%
No escalation was executed, but one was not definitively warranted yet — agent still pursuing resolution path.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent did not explicitly acknowledge frustration, but remained patient during customer’s technical struggles and repeated requests.
X2 Partially Met Tone & rapport conf 80%
Agent adjusted approach by recommending Chrome and desktop mode when user struggled, showing adaptation to customer’s mobile limitations.
X3 Partially Met Overall experience conf 75%
Customer had to install new app and navigate complex menus, but agent reduced effort by guiding step-by-step and adapting to phone interface issues.
Call Transcript44 turns · 47 lines
Speaker 1
hello hello I'm not problems with uh internet it's just it's just not working everything so it's just pretty much to be honest Sorry
00:00
Speaker 2
Welcome to Linksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. I've got a recalling from the East. my name is Gerald, looking out. Yes, hello. Hello. What exactly is the problem? dropping or internet connection? Slow. now I'm asking what exactly is the problem.
00:00
Speaker 1
When my mom is trying to watch a movie, it doesn't load, it will lag or like stop at playing. If I'm trying to play a game, I'll have high ping. The game will just shut off. The internet will stop working. It will reset. The download speeds, we'm in 900 for both, we don't even get 100. It's just it's just not good. It's just everything is just it's just slow just all around, even trying to download stuff. Is that the main one? Because uh, we have multiple nodes throughout the house. Or does it not matter? The main one. Uh I'll have to go downstairs. Give me a minute. [silence] Thank you.
01:00
Speaker 2
Can you give me the serial number and model number of your Linksys router? Add a main note. [silence]
01:00
Speaker 1
one two mom I'm not the serial number is three three 33 is three three B 20 M 5 B B 000042 model number Correct. uh, I believe so. Yes, I believe this is the one it came with. Our internet provider. Uh, it will be gig clear, I believe. Harry. Uh, Derva, Mackay.
02:00
Speaker 2
okay. I'll read it back to you. The the . So that's three three B as in boy two 0 M as in Michael 5B as in boy another B as in boy 0 0 0 4 2. Right. Where did you get this rather from your internet provider or local store? Who is there internet provider? Got it. Whose your internet I mean, yeah. What's your first and last name? And the last name?
03:00
Speaker 1
Sorry. Could you say that one more time? D-a-r-b-y. F-H-I-R-E. And then it's M-A-C-K-A-Y.
04:00
Speaker 2
I'm not sure how to spell that. Can you spell it for me? With the spelling of your last name. I'm asking about the spelling of your last name. Sorry, you're breaking up. One more time. You're breaking up.
04:00
Speaker 1
Harry B. M. 18 at Yahoo dot com. Uh, yes. Uh, yeah, yeah. Uh, blue, blue. Uh, no, we have four nodes, one main and then three extenders. Yes, they're all solid blue. [silence] I looked as I
05:00
Speaker 2
What is your email address. got it. In case we get cut off, I can call back with this number. When you're using right now. All right. What's the light of the router? Light on the top. You got two in total, just to confirm. Okay. You got two nodes total, right? One main and one extender. Four nodes, okay. They're all solid blue, correct?
05:00
Speaker 1
You went past. Um, I actually recently broke it, so I don't really know. Um. No, really. I don't think I have one available at the moment. I have a phone. Can you work? on that? Okay. That works good. All right. What am I doing?
06:00
Speaker 2
... What about iPad? You have iPad? You can give it a try using your phone, but just limited things we can do in your phone. So maybe we can give it a shot. That's fine. We'll give it a try.
06:00
Speaker 1
Yes. It's an iPhone. Done. My router not local. Keep your Wi-Fi handy. Uh do I press continue to link to Linksys Smart Wi-Fi? I pressed in it brings me back to the same page. [silence] Yeah. Got it.
07:00
Speaker 2
Is your phone connected to the Wi-Fi? Is that iPhone or Android? Okay, open Safari browser. Go to my router dot local. local. L L C A L. L. Yeah, continue to link to smart Wi-Fi. Stop the image of the phone instead.
07:00
Speaker 1
Grab the phone instead. Okay, yes, I am in. I am in. It says sign in, email and password. Do I want to host the what? [silence] No. I do not on my phone unfortunately.
08:00
Speaker 2
That's on the screen, yeah. What the, what is it? Hold on one second. Okay, there you go. What do you see? Asking for email and password or is it just writing a password? Oh. You know how to request a desktop mode in that, browser, using that browser, desktop site or desktop mode? You know how to do that? Okay. Do you see the double A, a big letter A and a smaller letter A in your browser? The search bar? [silence]
08:00
Speaker 1
I can't see. I see. Okay, I'll install Chrome. Come seconds. Google Chrome. All right. Here we go. It's taking networks to install Google Chrome.
09:00
Speaker 2
But but you know how to on this side. All done. You have Google Chrome instead. I think it will be easier to use Google Chrome.
09:00
Speaker 1
Okay, it's downloaded. Am I going to the same place? Yeah. okay. You just... okay. I'm at the same place. It says email address, password. Okay. Yes. on the bottom right, yes. three dots. request desktop site. Okay, I pressed it.
11:00
Speaker 2
Yeah, my router.local. [silence] [silence] Okay. Do you see the three dots in your Google Chrome? Okay. Yeah, press, press that and look for desktop mode or request desktop site. Something like that.
11:00
Speaker 1
Okay, I'm in. Access router shown. Oh, yes, yes. It's asking. Now I need to remember my password. suck. uh, What would I put in? Okay, let me see. Let me see my phone. Oh, that's four attempt. Okay, I'm in. The C.A. next to O O T L L privacy policy. C.A. So the C.A. I'm pressing on it,
12:00
Speaker 2
Is it now asking? Perfect. Scrolled. Okay. Let's scroll down all the way to the very bottom at the bottom lower right corner of the screen. You'll see a letter C. A. It's really small, but you can find it there. C. A. Correct. That that's the one. Yeah. Yeah, you'll be prompted to the same page which
12:00
Speaker 1
Okay, I pressed the CA. I'm on the same page now what? Okay, done. Channel um they're all on auto 48. Yep. 11. [silence]
13:00
Speaker 2
[silence] access the CA, then go to Wi-Fi settings, we're going to check the channel [silence] or train to channel. [silence] Go to the left hand side [silence] under router settings you'll see Wi-Fi settings, press that. Under Wi-Fi settings, remain on the wireless tab. [silence] You will see 2.4 GHz and 5 GHz 1 and 5 GHz 2. [silence] For the 5 GHz 1, what is the channel? [silence] Change the 5 GHz 1 channel to 48. [silence] For the channel 2.4, change that to 11.
13:00
Speaker 1
Ah, you, I'm going to Courts Board wipe. Yep, okay. Yep, um. The action for my qualdividers depend on a few smart minutes.
14:00
Speaker 2
Jamie: You select the channel of correct, then click apply, re-start or apply. [silence]
14:00
Speaker 1
I'm worried my supplies are going to die. I'll confirm that with you. Uh, yes, they say, they say the same one. of, of, the second one, they're all at. yeah, they're all at WPA, too, purse, purse, personal.
15:00
Speaker 2
the carrot. What is the security mode of the 2.4? uh the [...] five gigahertz one and the five gigahertz two? What is the security mode? We need them to be WPA2-personal. I got it in front. So we're going to check the firmware now. Get back to the login page, I mean, to the web settings.
15:00
Speaker 1
Um Where is that? Where's the website? Setting. I'm still on 2.4 5 & 5. [silence] Go to connectivity. Yep I see it. Yeah sorry I'm a moment to just like swipe across the screen so actually I like look at every think. So it's a bit difficult you were right. Um Yes I'm on connectivity. Yep.
16:00
Speaker 2
or still loading, that is the web setting, so when you're looking at right now, are you back to that right? it's not telling you rather not, found, so it, okay. click okay and let's go to connectivity and, yes. okay, the first tab under connectivity that's basic and inside it there's a box inside a box there's a word details beside it there's a drop down arrow click that, Hmm, okay. uh, what, uh, give me the current IP.
16:00
Speaker 1
The current version is 2.1.18.2.12867. Uh, check for updates. Oh, yep. It's checking for updates now. OK. It's still checking for the updates. Uh, next to all of them, they do all say, up to date.
17:00
Speaker 2
What is the current version? And can you click check for updates? Okay. Okay. [silence]
17:00
Speaker 1
to mean are they all the same version? and like all the same model? um so um the main one and two of the extenders are all the same but then there's one that's different of the of the different one? it is 2.1 20.2 168
18:00
Speaker 2
And what about the thermostat? They the same or do they have the same one? I've Yeah Is it not? Oh... Okay. Okay. What's the... model of that? The of the different one, yeah. This sounds like... wait Wow, this may be the regular... No, not from... [silence] and I fiber is it the same model number right WH-03 I mean you go clear and this is a regular mesh WH-03 okay thank you hmm go ahead no it's okay to add a regular no that's actually okay but what's not okay if you mesh it with other internet provider know let's like say for example community fiber and you got to your giga clear no that's not that's not okay but this is a regular and not that's okay and fiber is it [silence]
18:00
Speaker 1
uh yeah yeah i can do that oh making oh here we go speed test by who uh speed test by oakla i have the app is that all right to use okay i press start oh that's not good so currently [silence] transcripts by who o transcribe that uh mostly um and so basically got the example that we have we [silence] a plan next uh what i mean by that is that um Hawaii Episcopal um just um passing around among the islands uh which led to the death of um a bunch of people uhover there but um basically it's [silence] um the um
20:00
Speaker 2
not bundled to almost the internet provider but yeah um let's check the speed for now so on your phone can you run a speed test like go to speed test.net or fast.com I don't know um save the the space seven by a Aco oh ok yeah uh OK um I don't know um yeah uh let's find it
20:00
Speaker 1
This is the lowest I've ever seen it. It's at 30 megabytes for downloads. and upload is looking around the same. The ping is 46. The node that is closest to me is an extender node. it's um it's one of the ones that are all the same. It's not the different one. Yes. I'm already logged in, yeah. When I go on the app, uh, I see, yeah, so I'm on the app. I see the name, internet online, the amount of devices, the nodes, and then the connection
21:00
Speaker 2
Which node is closest to you right now? Sorry. Got it. Do you have the LinLinksys app installed on your phone? Perfect. Can you log into it, or are you already logged in? What do you see now? Just need to catch up before you start looking. Yeah. What do you see on the app right now? you may go ahead and open the app and tell me what you see. [silence]
21:00
Speaker 1
I'm repeating it, if I speak really slowly, and then I can press on the thumbs. Yep. Yep. I see it. Mode one. Okay. Mode one is tapped. Yes. um minus 67. Um the main one.
22:00
Speaker 2
Okay. You see the three lines at the top left, press on that and then look for network administration. Top the, top the nodes and then top the child node one two three. For now, top the node one. What is, I mean, where is it connected to, when what's the signal strength, or the DBM, which is, 6Db connected to which node, main node. Okay. And what
22:00
Speaker 1
Node2. Sets71 and it's connected to the node one the child node one. Node 3 is also 71 and it's connected to the downstairs. Not downstairs to what that child one. Yeah. So I'm going to unplug it. Okay.
23:00
Speaker 2
Okay. What about node two? Okay, and then node three? Uh-huh. Okay. Well, that makes sense then why you're getting the slow speed. Um, so what we're gonna do, turn off all the child nodes, and we're gonna plug in first the closes to the main node. Node. And let's wait for that to fully boot up, then we're gonna do the rest of the child nodes. But for now, turn them off, unplug.
23:00
Speaker 1
on the roof. Okay. Uh I'll go do that then. sorry. off. off. All right. They're all off. Hello? plug it back in. oh. yes
24:00
Speaker 2
uh... plug it back in the closet node to the main node yeah plug it back into power the closet note to de main node Thank you. All right, let's wait till it back solid blue, aqua, or green. No, wait, we're waiting for that no, we're going to wait for that, no, to turn solid blue, aqua, or green. Solid light.
24:00