V2 Rubric Detail — 290731ec-73d7-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-29 16:25
Duration
8m 21s
Contact
Robert
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135180
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.3/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership2.86/5
EscalationN/A
Customer Exp4.29/5
Overall44.0% (-1.9)

V2 Grader Summary

The agent suggested a factory reset without performing any diagnostic testing or referencing the prior chat, leaving the slow‑Wi‑Fi issue unresolved. While the reset instructions were accurate and the agent showed empathy, the lack of troubleshooting, timeline, and use of prior history resulted in an incomplete resolution.

V1 Case Analysis

Customer experiencing slow Wi-Fi (6–7 Mbps) on WHW03 mesh; modem speed ~16 Mbps. Agent advised factory reset without upstream isolation, wired testing, or channel/DFS checks. Reset not confirmed. Follow-up required.

Troubleshooting Steps
  • Collected model and serial number
  • Confirmed solid blue LED status
  • Advised factory reset of the router
Key Observations
  • Agent skipped Step 1 of universal_speed_performance.md: did not confirm modem speed at router WAN port before blaming router.
  • No wired speed test through the router (Step 2 of universal_speed_performance.md), missing critical isolation step.
  • No attempt to check or adjust 5 GHz channel, DFS, or band steering settings per universal_speed_5ghz_diagnostics.md.
  • Serial number misstated by agent as '2 016 153 5 3 0 3,0' at [05:00], indicating possible transcription or data capture error.
  • Factory reset instructions were technically correct but incomplete: did not specify 10–20 second hold duration or confirm solid blue light as success indicator per universal_factory_reset.md.
  • No empathy or acknowledgment of customer frustration despite prior failed chat session and repeated troubleshooting efforts.
Positive Highlights
  • Collected model and serial number from customer.
  • Correctly identified that factory reset would return router to default settings.
  • Set expectation that all Wi-Fi devices would disconnect after reset.
Agent Errors / Gaps
  • Did not verify ISP speed at router WAN port (missed upstream isolation per universal_speed_performance.md Step 1).
  • Failed to test wired speed through router (missed universal_speed_performance.md Step 2), preventing proper router vs. Wi-Fi isolation.
  • Did not check or adjust 5 GHz channel, DFS, or band steering settings — skipped less-intrusive fixes per universal_speed_5ghz_diagnostics.md.
  • Provided incomplete factory reset instructions: did not specify 10–20 second hold duration or confirm solid blue light as success indicator per universal_factory_reset.md.
  • Did not acknowledge customer frustration or prior troubleshooting efforts.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent instructed a factory reset but did not confirm resolution or test post-reset speeds; issue remained unresolved at call end.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked for model/serial and suggested a reset, but performed no diagnostic steps (e.g., speed test, WAN check, channel review).
R3 Partially Met Correct resolution path conf 85%
Recommending a factory reset is a reasonable path for a mesh‑system speed problem, yet the agent did not explore other likely causes before suggesting it.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. Despite the customer providing specific speed data (16 Mbps at modem vs 6-7 Mbps at router), the agent did not ask about 5GHz vs 2.4GHz, check for interference, or verify WAN port speed as required by universal_speed_performance.md and universal_speed_5ghz_diagnostics.md.
T2 Not Met Appropriate tools / resources used conf 90%
The agent skipped tools and resources clearly required for a speed issue. Per universal_speed_performance.md and universal_speed_below_plan.md, the agent should have used the router's local web interface (192.168.1.1) to check WAN port speed and Wi-Fi connection details, especially since the customer had already isolated the bottleneck to the router.
T3 Met No misinformation conf 95%
Reset instructions were accurate: hold reset button until light turns off, release when solid blue appears — consistent with universal_factory_reset.md for WHW03.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent opened the call, gathered info, and gave a step, but did not set clear expectations for timing or next‑step follow‑up.
C2 Met Confirmed understanding conf 90%
Agent used plain language, apologized, and avoided jargon while guiding the customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took responsibility for providing a solution.
O2 Partially Met Proactive follow-through conf 80%
Agent gave the reset step but did not provide a realistic timeline for retesting or a follow‑up plan.
O3 Not Met Closure confirmation conf 85%
Agent did not reference the earlier chat transcript or any prior history, treating the issue as new.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 95%
No escalation was made and none was clearly required at this point.
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent expressed empathy: “apologize to hear about…”, showing concern for the customer’s frustration.
X2 Met Tone & rapport conf 90%
Agent maintained a courteous, patient tone matching the customer’s pace and repeated instructions when asked.
X3 Partially Met Overall experience conf 80%
Agent asked the customer to repeat model/serial information and performed a manual reset step, rather than using remote tools that could have reduced effort.
Call Transcript14 turns · 16 lines
Speaker 1
Hi there, I've had some very slow Wi-Fi speeds, um, and I've isolated it I think to that it's getting strangled by my linksys mesh system and I had a long chat session on a chat earlier on which unfortunately has just dumped, so I've just decided to call you instead, it might be easier. But I think I think essentially where we got to with the chat was that it was it was going to talk me through a full reset which was going to take about 60 to 90 minutes. It was it was basically going to reinstall it again.[silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hello, thank you for calling Linksys technical support, this is Charm. How can I assist you with today? [silence] I see. [silence] get it. Um [silence] hmm, yes. So, did you reset the-
00:00
Speaker 1
yeah, I I I went through an awful lot of stuff on the chat. I I reset the router. I turned one off at a time, one of the child child's off at a time. It was trying to see if that something was restricting the bandwidth. And in the end, it it was it was about to tell me to do a full reinstall, which was going to take 60 to 90 min. So I I've done all the troubleshooting, I think. was possible, unless there's something you can think of that, you know, isn't too obvious. The last thing I did, the last thing I did was turned off my modem. And then I turned off the router. I then waited 30 s. I then turned on the modem again. I waited two minutes for that and then I turned off the router. Then I waited for that to come back on and then I did another speed test. And then then it was I think it said, okay, I think we need to do a full reinstall and uh I'm still not getting a fast speed after anything I do. Hi my, my Wi-Fi is direct from my modem, I'm getting uh like 16 megabytes per second, which isn't good, but that's what I can expect on my copper line. but when I'm measuring it through my links this, I'm only getting like 6.3, 7, some of that. No, we're limited where we are. We can't increase the speed. We're stuck with what we've got. is plus net, but because we are still on a copper wire, not fiber, we are limited to 18 megabytes per second.
01:00
Speaker 2
got it all right okay apologize to hear about one sir, but no no let me assist you with this concern and also sir, if I may ask did you upgrade your subscribed speed lately or try to change your modem I may know who's your internet service provider
02:00
Speaker 1
uh yep I'll do it through the app just stand by okay so the master um note is uh model number W-H-W-O3 version 2
03:00
Speaker 2
Can you provide the model number and the serial number of your linksys router?
03:00
Speaker 1
All of them and the serial number is two, zero, J, two, zero, six, zero, nine, eight, five, three, zero, three, zero. And all of the nodes I have says the firmware is up to date. The link is, I don't know, quite a while ago, probably, I don't know. I don't I couldn't tell you exactly, but quite a while ago. Like several years.
04:00
Speaker 2
All right. Just give me one moment here, let me double check. Got it. All right. When did you purchase this router or can you still remember? Let's see. All right.
04:00
Speaker 1
That's correct. Yeah. Yep, it's correct. Hang on. So my main modem is operating normally and the router, the serial number I just gave you is showing the the blue to suggest it's operating normally. What today? Today you mean what I'm the chat? If there's no speech, output only: [silence]
05:00
Speaker 2
uh serial number is 2 016 153 5 3 0 3,0. is this correct? okay and you mention that you reset your router our or the main router um what's the light status of the router right now sir? [silence] okay solid how did you set it up sir when you resee reset this one? uh yes sir.
05:00
Speaker 1
Oh, well, all, all, all it did was told, yeah, all, all it did on the chat was tell me, um, to initially, I just restarted the router. I turned it off, waited for, I don't know, two minutes or something, and then turned it back on. And then it told me to turn one child node off and retest the router. And then the last thing I did was turned off my modem, waited 30 seconds, turned off the router, and then waited. And then turned the modem back on, followed by the router. And that's where we are now. So, all I've done is like a a reset by turning it on and off, basically. No. No, I didn't do that yet.
06:00
Speaker 2
I see. So it only I don't know if you didn't press any button like press the reset button. Right. Okay. So when we need when N
06:00
Speaker 1
OK. Yeah, I'll do this. Yep. Um, yeah, that's okay. Um, OK should I do that now? [silence]
07:00
Speaker 2
So, the troubleshooting steps that we can do here, sir, is like, we need to reset your router, like, you need to press and hold the reset button until the router goes back to its default settings or factory settings. And that's the time you will set it up again. Do you agree to this troubleshooting steps? All right. And also, sir, just to set the proper expectation, once we reset your router, sir, all the devices that are connected to your Wi-Fi will be disconnected, since the router will go back to its default settings. But yeah, you can do it, sir. Okay, press and hold the reset button until the light went off and release once the blue light is showing. All right, make sure that the light went off, sir, before you release the reset button and the blue light is showing.
07:00