V2 Rubric Detail — 2064614a-6a86-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 19:52
Duration
15m 58s
Contact
Jimmy Ellis
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#GI00133810
Support Country
United States
Product Family
OTHERS
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, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent engaged in Avoidance/Evasion (B) by refusing to troubleshoot a valid technical issue under warranty, provided materially inaccurate information (T3 Not Met), and abandoned the support process in favor of sales redirection.

V1 Rubric Scores

Resolution1.00/5
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent failed to diagnose or resolve the customer's speed-test issue, incorrectly dismissed it due to assumed out-of-warranty status, and pivoted to unsolicited sales without using proper tools or accurate information. No troubleshooting occurred, and the call ended with no path forward, constituting a full breakdown in support protocol.

V1 Case Analysis

Customer reported inconsistent speed-test results. Agent did not troubleshoot, collect model/serial, or verify warranty. Pushed paid support and sales pitch for Velop Pro 7/6E. Call ended with no resolution or actionable next step.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never collected essential device information (model, serial) despite the customer mentioning owning multiple Linksys routers.
  • No troubleshooting steps were performed for a clear speed-performance issue, violating standard troubleshooting flow.
  • Agent immediately pivoted to paid support and a sales pitch instead of offering any self-help path or KB article.
  • Agent made an irrelevant and potentially misleading statement about Linksys not selling directly in the US.
  • Call was terminated without confirming resolution or setting a follow-up, despite customer silence suggesting disengagement due to frustration.
  • Agent mentioned 'WR 20' [00:00], which is not a valid Linksys model (likely ASR error for MR20 or similar), but did not correct or clarify.
Positive Highlights
  • Agent used a polite greeting and identified themselves.
  • Agent confirmed the customer's name and phone number were in the system [04:00], showing some case verification.
  • Agent correctly explained Wi-Fi 7 backward compatibility with older devices like TVs [11:00], which is accurate per general networking principles.
Agent Errors / Gaps
  • Failed to follow the standard troubleshooting flow for speed/performance issues (no reboot, no modem-direct test, no firmware check, no band assessment).
  • Did not verify or record product model, serial number, or warranty status despite the customer providing their name and phone number.
  • Provided sales/price information instead of technical assistance or self-help resources (e.g., KB articles).
  • Did not offer any concrete next step, KB article, or escalation path for the reported issue.
  • Disconnected the call without confirming the customer's needs or ensuring they had a path forward.
  • Made an irrelevant and potentially incorrect statement about Linksys not selling directly in the US.
  • Did not address the customer's expressed preference for direct support, which may have contributed to disengagement.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never addressed the reported speed discrepancy (500 KB/s vs 2 Mbps); no resolution, troubleshooting, or valid limitation explanation was provided.
R2 Not Met Diagnostic thoroughness conf 98%
Agent stated 'for out of warranty devices we no longer provide a free troubleshooting assistance' and skipped all diagnostic steps despite customer describing a performance issue.
R3 Not Met Correct resolution path conf 97%
Agent assumed device was out-of-warranty without verification and refused troubleshooting, violating the OOW best-effort standard which requires meaningful support even for older devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No diagnostic process followed — agent did not identify symptoms, ask relevant questions, or attempt to determine root cause of speed issue.
T2 Not Met Appropriate tools / resources used conf 96%
Agent failed to use any tools (e.g., speed test verification, router UI access, firmware check) required to assess a reported performance problem.
T3 Not Met No misinformation conf 96%
Agent made multiple inaccurate statements: claimed Linksys doesn't sell directly (misleading), gave unverified pricing, and incorrectly stated Wi-Fi 7 is only for phones/laptops, not TVs.
Communication
C1 Not Met Clear & professional language conf 95%
Agent lost control of the interaction by shifting to unsolicited sales talk instead of guiding the call toward resolving the customer's stated issue.
C2 Not Met Confirmed understanding conf 95%
Agent used generic sales language and technical inaccuracies rather than adapting communication to the customer’s technical concern about speed tests.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by redirecting customer to retailers and new purchases instead of attempting to resolve the existing device issue.
O2 Not Met Proactive follow-through conf 96%
No next steps were established for resolving the speed issue; agent ended call abruptly after no resolution was reached.
O3 Not Met Closure confirmation conf 95%
Despite confirming customer history ('you still have a case'), agent ignored prior context and treated the call as a new sales inquiry with no continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Agent failed to escalate a persistent performance issue that warranted deeper investigation, especially after customer expressed long-term loyalty and frustration.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was executed; therefore, correct path, details, and customer notification criteria were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent offered only scripted empathy ('I totally understand') without acknowledging repeated effort or genuine frustration over unresolved technical issues.
X2 Not Met Tone & rapport conf 95%
Agent maintained a sales-focused tone throughout, failing to adapt to customer’s technical needs or emotional state regarding poor performance.
X3 Not Met Overall experience conf 96%
Agent increased customer effort by requiring them to drive to stores and research products instead of offering remote troubleshooting or self-help tools.
Call Transcript23 turns · 27 lines
Speaker 2
welcome to Linksys support 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, please have your device serial number and contact information ready, if unavailable, kindly call back later, for out of warranty product, paid support option may be available depending on the issue, Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today? [silence] You know, but I've actually ordered two routers with you and both of them have to deal with one issue that it's got and that is that whenever I do a speed test, I get about about 500 KBs which is an okay speed. But when I do measure speed test, I get about 2 mbps which is a really slow speed and I'm just wondering why it's doing that? Yeah. Okay, um, like, what, what is like, what model of router you have? Do you have WR 20 or? uh yes sir for out of warranty devices we no longer provide a free troubleshooting assistance but we do have this ongoing support through our paid connect service for a one-time fee of a $15 will [silence] um Oh. Um, right now, sir, we don't sell our product directly. And most of our products are being sold through online retailers like Amazon, Best Buy, or Walmart online, or even in local stores like Target and Walmart. But uh we do [silence] is that correct? Yes, sir. I totally understand, but we're not uh selling directly in the US uh at the moment. So we yeah, unfortunately, sir, that's um that's how it is at the moment. Mhm. Yes. Yes, sir. We understand that one and we really appreciate your constant support with [silence]
00:00
Speaker 1
Well, I like dealing direct and what I just, man, that's about enough for me to stop dealing and that'd be a sad deal because I've been dealing with you guys for many, many years and I'd like to keep doing that. Man, but I don't want to go to a a second or third party. I want to deal direct. That's always the best deal.
03:00
Speaker 2
but then again, we are not selling our product directly. So our products are being sold through online retailers or local stores. So if you want to check mm mm Hmm. Yes, sir. Uh yes, sir. Yeah. Although you're not dealing with us directly, but we also, so I mean, we still support any products that are being sold through online retailers or through retailers. So in the event that you
03:00
Speaker 1
Well, okay, you, do you have records of me still? On my system? I'm Jimmy Gerald Ellis, my, my phone number you can look, or I got another phone number. Can you look and see if I'm still in the system? Yeah, that's me. Yeah, the 9101, and that's the one I want. Okay. How much, and now, in order for me to get the high powered nose? [background conversation]
04:00
Speaker 2
Hi. Yes, sir, we do. Have a uh, yes, yes. Yes, sir, yes, sir. You still have a case here in our record, and I'm Mr. Jimmy Alice and your phone number. Yeah, the phone number that is associated here is the one that you're using right now. Yes, yes, sir. So... um, but...
04:00
Speaker 1
like, what I got, what you, are you, you still selling them nodes, or whatever? You know, and I got three or four of them, but, uh, I had one that went bad. And I was thinking, well, maybe I could, uh, get one note up and get back up, but I was thinking about just going ahead and buy, how much, even though I got to go through Best Buy, how much is a Nova, uh, highstring internet like what I've had before with these no, that I've got now? How much are they, and I can trying to get around. Uh, roundabout ballpark.
05:00
Speaker 2
mm-hmm yes sir yes sir mm-hmm uh right now um well um it depends on the model sir but if you want the the one that that has a best best um um connectivity with
05:00
Speaker 1
And those are notes too. And the best, okay, let me write that down, cuz God, man, I hate, I gotta drive 30-some odd miles. You try to get a hold of, uh, uh, Best Buy or whatever. And it's, and where I'm in, Peplo, I'm in, or Florence, but I gotta drive all the way to Peplo, and I can't get with DM Direct or whatever. See, and that's what I said. It's kind of a sad deal. And let me write, let me write some information down, because I'm gonna, I'm gonna want, yeah, cuz you see the notes system I got, right? Um,
06:00
Speaker 2
uh, uh, uh, uh, yeah. Yeah, actually, I totally understand that. Mm. Yes, sir. You got the HW-0,
06:00
Speaker 1
[silence] Well, and then uh do you got them where uh they come in a uh three pack or something like that like what I got last time? Yeah, cuz uh I'm trying to find a piece of paper where I can write all this down. Hell, my scratch pad's man. Or, alright, I'll find some paper. Then I'll write down.
07:00
Speaker 2
accept really good assurance that it can provide you a seamless connectivity with the latest mesh technology on it and each of the node can cover up up to 3000 sq ft. but it's a lot but I I have. Yes sir, they uh it's available in three pack, two pack and one pack. [click noise]
07:00
Speaker 1
Okay. Develop. develop. Pro. Okay, 6E. 6E, what now? Okay, there's nothing else after that. [silence]
08:00
Speaker 2
Yes sir. You can look for the VPI select 6e.
08:00
Speaker 1
Is that Noves? Well, which is the best, the Seven or what? Well, Howie, what do you mean? I want I need to hook it up to Spectrum, my cable company. So what is that?
09:00
Speaker 2
[silence] Yes, sir. They're all notes. [silence] If you have a device that supports Wi-Fi 7, [silence] sir, it the best would be the Velop Pro 7. [silence] But if your devices, sorry, [silence] Yes, sir. What I meant with the Velop, with the Wi-Fi, Wi-Fi 7, is that's actually the the latest Wi-Fi standard. [silence] So it's a lot faster, because most of the devices are just using Wi-Fi 6 or Wi-Fi 6E, which can already cover by the Velop Pro 6E. But those devices, the latest devices that was released on the market, [silence]
09:00
Speaker 1
What about my TV? [silence] I I I got a Samsung TV that's about a year old. Will that seven will support my TV? [silence] Well I'm using my with the Oh with the notes that I got now, I was using it on my Samsung TV. [silence]
10:00
Speaker 2
Get like the iPhone 17, iPhone 16 or any other devices that are that were just released last or this year last year is already supporting the Wi-Fi 7. So it's a different like um uh standard, so it's a standard which technically is a lot faster. Um. No, sir. Uh the the TVs can only uh can only I mean it doesn't have a standard. So most of the the standards were being uh used by the the computers, the phones and the laptops. So TVs are mm-hmm Mm-hmm [silence] um yes, sir it would always work, sir with the TVs smart TVs so you don't have to worry about it regardless of the standard because it's backward compatible yeah it's backward compatible so if you say it has a Wi-Fi 7 it can already cover the Wi-Fi 6 and the Wi-Fi 5 yes, sir, it would.
10:00
Speaker 1
pane for the three lanes that i got from you guys before and that would be for ae je even the develop seven seven right yeah i want to top of the line so i'd want to get that seven right Okay
12:00
Speaker 2
As for the price, we don't really have the visibility on it, but for estimation, it costs like $350 for three nodes $300 to $350. Yeah, the Vellup 7 and Vellup 6E. It ranges from that price range. Yeah. But it would, I think, it's kind of hard to look for the Wi-Fi. I mean, the Vellup Pro 7' cuz it's almost sold out. And it's I mean it's almost out of stocks on some of the online or local stores. But you can try your luck if you
12:00
Speaker 1
how much is the insurance? Yeah, but how much for extended one to your answer? Okay, then. All right, then. I'm gonna go ahead and get off the phone and see if I got. I want to seven, but there's plenty sixes, right? But I want the seven and it's a stronger. It's a stronger modem, right? Okay. All right. Oh, I want to the get. Now when I called links before, okay.
13:00
Speaker 2
0:00:04 can still find it Sir, but is the the event that you aren't able to find. Um, it's it's uh under three year warranty. Uh, we don't have that options Sir, ah like the extended warranty because um each devices only has three year warranty. That depends on the the retailers. Okay, Sir. That's good. Uh uh. Yeah, Sir. Actually, all right. [silence]
13:00
Speaker 1
I can't. Get nothing. Now I'm looking, let's see what, uh.
14:00
Speaker 2
uh-huh yes sir hello are you still there hello sir you have the pen in your hand yes sir I do you do yes excellent yes excellent yes very good um okay Hello, sir, are you still on the line? Since I'm no longer getting any response from you, I'll be releasing this call after 10 seconds. Thank you for calling [inaudible] Technical Support. If you need further assistance, please don't hesitate to give us a call back or visit our website at www.support[inaudible].com. This is Dylan again. Bye for now.
14:00