V2 Rubric Detail — 3b69d94e-6067-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-04 22:46
Duration
21m 33s
Contact
Wissam Cory
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Dorothy Belle Oraiz
HappyFox Case
#LTS00132333
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_Slow Internet Speed
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall17.5% (-38.5)

V2 Grader Summary

The agent failed to troubleshoot, defaulted to hardware replacement and paid support without best-effort steps, and provided technically inaccurate guidance on speed sharing. No resolution was achieved, and customer effort was not reduced. Escalation was not needed, but core resolution and communication standards were unmet.

V1 Case Analysis

Customer reports slow Wi-Fi on WHW03 V2 (wired ~900 Mbps, wireless 90–260 Mbps). Agent suggested adding nodes, upgrading to Wi-Fi 6E/7, or factory reset. Paid support offered due to out-of-warranty status. No fix applied; customer to evaluate options.

Troubleshooting Steps
  • Confirmed wired speed is near 900 Mbps
  • Discussed device load and bandwidth sharing
  • Suggested adding nodes, upgrading hardware, or full factory reset
Key Observations
  • Agent did not perform basic Wi-Fi troubleshooting (signal scan, channel check, or test of a single device).
  • Agent offered paid support without confirming warranty status via lookup.
  • Agent gave inaccurate information that Wi-Fi 7 requires a 3-pack and that old nodes lose app access when connected to a Wi-Fi 7 main node.
  • Agent collected customer name, phone, and email, and identified wired performance as good, isolating issue to wireless.
Positive Highlights
  • Collected customer's name, email, and phone number at start of call [02:00].
  • Identified that wired performance is good (~900 Mbps), correctly isolating the issue to wireless performance [08:00–09:00].
  • Explained bandwidth sharing concept clearly and acknowledged that wireless degradation over distance is expected [09:00–10:00].
  • Provided multiple self-help paths (add node, upgrade, reset) and allowed customer to choose next steps without pressure [11:00–21:00].
  • Clarified that Velop 6E is app-compatible and can be purchased individually, offering a valid upgrade path [13:00].
Agent Errors / Gaps
  • Skipped standard speed and signal diagnostics before recommending hardware replacement.
  • Incorrect statement that Wi-Fi 7 devices must be purchased in a three-pack (KB: Wi-Fi 7 devices like Micro 7 can be purchased individually).
  • Incorrectly claimed that old nodes lose app access when connected to a Wi-Fi 7 main node (KB: Only the parent node needs app support; child nodes can be managed via browser).
  • Did not request or verify the device serial number or perform a warranty lookup.
  • Failed to guide customer through isolating wireless performance with one device disconnected from other network activity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Call ends with customer saying 'I’ll think about my options, and proceed.' No resolution, RMA, or confirmed fix was achieved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps performed (e.g., reboot, firmware check, speed test at modem); agent skipped diagnostics and jumped to hardware upgrade suggestion.
R3 Not Met Correct resolution path conf 96%
Agent immediately cited out-of-warranty status and pushed paid support/hardware replacement without attempting best-effort troubleshooting for the OOW device.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process; agent assumed speed sharing was the issue without testing or isolating variables like backhaul or interference.
T2 Not Met Appropriate tools / resources used conf 94%
No tools used (e.g., remote access, admin UI, speed test, logs) despite needing to verify network performance and node health.
T3 Partially Met No misinformation conf 89%
Correctly stated $15 fee and WHW03 V2 obsolescence, but inaccurately claimed internet speed is 'divided' among devices and that adding nodes always improves speed.
Communication
C1 Not Met Clear & professional language conf 93%
No call framing, poor control, frequent silences, and filler words ('if... if... if...') disrupted flow and direction.
C2 Partially Met Confirmed understanding conf 86%
Used basic language but failed to confirm understanding when customer expressed confusion about app compatibility and setup process.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Did not take ownership; offered paid support or hardware purchase instead of guiding resolution, even for OOW best-effort path.
O2 Not Met Proactive follow-through conf 94%
No specific next steps, timeline, or follow-up; only vague suggestions to reset or buy new hardware.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 91%
No escalation occurred, but none was warranted — issue was a performance concern on an OOW device, not a complex L2/L3 case.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy expressed; customer mentioned long-term use and performance decline, but agent did not acknowledge frustration or effort.
X2 Not Met Tone & rapport conf 92%
Agent used repetitive, scripted tone and did not adapt to customer’s confusion about app incompatibility and setup workflow.
X3 Not Met Overall experience conf 93%
Customer repeated device count, model, and issue multiple times; agent failed to summarize or reduce redundant input.
Call Transcript38 turns · 41 lines
Speaker 1
[silence]
00:00
Speaker 2
[ silence ] Welcome to Linksys Support. [ silence ] To ensure quality service, your call. [ silence ] May be monitored. [ silence ] For in warranty products, our support team. [ silence ] Is available. [ silence ] To help with performance and hardware issues. [ silence ] Register your product. [ silence ] By visiting register.linksys.com. [ silence ] Please have your device. [ silence ] Serial number ready. [ silence ] For assistance. [ silence ] Press one now. [ silence ] For out of warranty products, [ silence ] Paid support. [ silence ] May be available. [ silence ] Depending on your issue. [ silence ] To hear more about your service options, [ silence ] Press two. [ silence ] Please have your device's [ silence ] Serial number. [ silence ] And contact information ready. [ silence ] If unavailable, [ silence ] Kindly call back later. [ silence ] For out of warranty product, [ silence ] Paid support option, [ silence ] May be available depending on the issue. [ silence ] Hello, thank you for calling, Lingus. My name is Bel, is this your first time calling? I need your first and last name. Sorry, what's the first name?
00:00
Speaker 1
WCoorie at gmail.com 781 9105757 One two three four So all the nodes are the same. I just use one as the main node and I have it hardwired to the rest. Okay. Let me go go get that. [silence]
02:00
Speaker 2
and your current email? Your current phone number? And how many links does this device share with? may have the serial number of the main Node Yes, may have the serial number of the main Node, It's on the quality label of the alcohol.
02:00
Speaker 1
839 162 W-H-W03 V2 Verizon. And we recently got a, uh, just, it's been really slow. My internet subscription is from Verizon. Yes. Oh, 1 gig. Many. [silence]
04:00
Speaker 2
and the model number. Okay. And who's your internet service provider? All right. Thank you. And how may help you with this one? And do you know your internet subscription from Verizon? Yes. How much of the speed that you subscribe to Verizon? And how many devices you connect to your Linksys network?
04:00
Speaker 1
Um, I have, I have like six camera, um, maybe seven cameras outside, and um, we have SONOS speakers, I have like eight SONOS speakers, uh, we have the children in the house, um, we have four, uh, four cell phones, and uh, a couple of lapt, two lap, two laptops, and an iPad. That's the thing. We've had the same instruments, um, just started it seems like it's hard to say maybe a month or two ago. We did get an upgraded very uh Verizon had us update the uh is it the router or the modem? I don't know what you call it. The Verizon router.
05:00
Speaker 2
Like how many. And since when do you experience this slow internet speed?
05:00
Speaker 1
I've had it for a few years now. So I'm wondering if I, is it too old of a model maybe, or... [silence]
06:00
Speaker 2
Okay, I see. Sometimes, the Linksys would supposed to be effective, but there's any updates with the internet provider system. So, um how long have you been using this Linksys mesh system? [silence] Okay. Uh well, actually, this is model that you have is currently already obsolete. Um, it's no longer being manufactured, so, but it it it it it it it it it it it it it it it even though that it's obsolete should not have this low internet speed issue. But you can try to adjust something on your Linksys system uh to make some improvement of the internet speed. And if it's not, then you have the option to factory reset all the Linksys and have to reinstall.
06:00
Speaker 1
Right. Um, yeah, I mean, you suggest I get a new system? Will it perform better?
07:00
Speaker 2
So your Linksys device here was already out of warranty. So any assistance over the phone is no longer for free at this point. You may have the option to proceed with our paid service, but that is 15 for the one-time and non-refundable support or I can send you the instructions to your email address on what are the alternative options for free. [silence] Well, technically of course, especially if you got the system for quite a while now, for better connectivity, of course it would be better to upgrade to a newer router; of course because they are more updated, especially if your internet provider keeps getting some updates and if you still have um, this Linksys device that you have.
07:00
Speaker 1
Okay. Yeah, I have a big home too. It's like 6,000 square foot home and I have four nodes for the whole home. I do have them, I do have them all hard wired though into the walls in different rooms just to improve their, you know, performance. So, um, I'm not sure if I should get another node. Like, it's the speed I'm getting on my phone is only 90. And on the hardwire when I check the speed, I'm getting like 850,900 like on my hardwired computer. That's a pretty, that's a lot of degrading, right? In your opinion?
08:00
Speaker 2
[influential] if... if... if... if... if... if... [silence] if you have a 1 gigabit per second subscription. That subscription will be divided to all your devices. So, let's say, for example, you're using a hard- wired computer that's connected to the linksys. Definitely, that would get at least 80 to 90% of the speed But all the other devices that you connect to the network should have like at least 80% of the internet speed. Uh, they will not get the the like speed near 1 gig because it will be divided to all. your phone should be like um... yeah, it it really depends too if there are devices that are connected at the same time.
08:00
Speaker 1
Yeah. Yeah, Rick. like, right now, if I'm standing next to the nodes, my speed is like 260 on the phone, which is not bad. But if I get a little bit farther away, it seems like the nodes is not, you know what I mean, you have to get close to it for it to really, um, perform. Do you think, like, a newer node would do better? I don't know.
10:00
Speaker 2
to test it out. Um, you can disconnect all the devices to the network. Um, you know, do a speed test. Then, um, if, um, Let's test it. Let's go. For example, if only your phone is connected wirelessly, wirelessly, and if it's still not getting at least 80% of the internet speed or 90%. Definitely there's something with the wireless internet connection. You're getting pretty close with the your internet speed through wired is pretty much okay. At least 900. That's good. Or near one gig, that's good. Yeah. Mhm. Yeah, that's bad. [silence]
10:00
Speaker 1
[silence] Okay. [silence] Can I buy new nodes, like with the old new ones, and use them with the old one? Will they be compatible or I have to switch to a whole new system? [silence] Oh, just the main node, not all the nodes. [silence] So I can put the new model in the main nodes and will be compatible with the [mumbling] old other ones.
11:00
Speaker 2
well, for example, if the case is, uh, your, your lacking of Wi-Fi coverage, uh, that causes slow internet speed then getting additional node would help really. Uh, you have to observe where, where's the particular area that seems to be, um, having a lower speed connection, then you will add another node there. Hmm. Yes. If you're going to add additional node, you can still get the same model as what you have now, but if you're going to get, um, a recent model, you have to really switch that to the main with the main node. Yeah, just the main node. Yeah.
11:00
Speaker 1
I can get a new node of a new model, I can use that as the main node, and it can have the same uh network, right? You know, with the others, but make that the main node and then I can move the old one, this node that I have that's the main node and put it somewhere else in the house, for example, and I'll just have an extra node. And try that first. I see. Okay, so I can just get that from Amazon or something, which what's the uh one that you recommend, Phillip? Okay, let's see, yeah, they have uh
12:00
Speaker 2
Yeah, correct. Yeah, same network. Mm-hmm, yes. Yes, Yes, extra. Yes, you can try that first if that would help. Mm-hmm, yeah. What we have um, recently is the Velopro 6e. Uh, 6e, six and uh, letter e for Ekko.
12:00
Speaker 1
They have like three Velop, the Micro 7 dual band VE 5000, is that something? Yeah. And then the other one is the Linx Sys, is the one you're saying, the Mesh Wi-Fi Velop T. Is that the one you were recommending? Oh, the 6E. Okay. Because they have the regular six. You think the 6E would be better?
13:00
Speaker 2
The micro 7 a dual band that's a Wi-Fi 7 device. So you can you can try that. However it's they do not sell one only. they sell a pack. Yeah 6E you can try 6E because you can purchase only one. Yeah 6E is um the one of the recent models that we have. So you can have that because 6E I think you can purchase at least one. Yeah. 6E I think you can purchase at least one first.
13:00
Speaker 1
Yeah. Well, the which I'll do that if it's going to really make things good. The three pack is $300 and the 6E, one of them is $150. Is it seven better than the 6E? Oh, okay. And I won't be able to use it with the old nodes. I can. I was just, you're saying I just, yeah.
14:00
Speaker 2
if you want to try it first because Wi-Fi 7, it requires like a 3-pack. um, well, um, well, of course, it's better than the 6E because it's 7, but Wi-Fi 7, the Mycro Wi-Fi 7, it's not supported with Linksys app. This type of device can be only configured if you use a computer with a browser. But you can still, yeah, but you can still connect the old nodes as the extended nodes if you get this Mycro 7, as long as the Mycro 7 will be the main node. [silence] Transcribed by Otter.AI
14:00
Speaker 1
Right. Uh, well, they'll be free of them, so I can use one and then use two others. And then, um, but then you said, and then I have to set everything up on a computer. Okay. Okay. Will I be able to add it to my my Linksys account? So it's, you know, it's added to the other nodes or I'm going to have to do everything over with the old nodes like when I get this one. Okay. Well, how's it going to know to talk to the old nodes then? It'll figure that out on its own. Are you saying router or browser? I'm not understanding.
15:00
Speaker 2
Right. Yes. Yes, but it's not really that complicated. This is very easy to setup. It's just that there's no app for this one. Yeah. Uh this doesn't have uh you don't need uh to login to this account for the microphone. Um you will see that on the settings. if you can access this the on the browser on the link this router setting, so you will see everything there. Uh a browser. Yeah because uh you will need to um
15:00
Speaker 1
Okay. So when I, so when I buy them, it'll tell me what to do, basically. Go on the computer, open the browser, open the browser, and then how is it gonna, how is the browser gonna know about my account, like my old nodes, how is it gonna know to connect to them? Oh, okay. All right. So it's gonna, once I set up the micro, seven is gonna have me add the other ones on. And then what happens to my old Link is, what happens to my Linksys app that I have now on the phone? That, that's no longer like valid or doesn't.
16:00
Speaker 2
open a browser to access the micro seven settings. And you will see everything there, especially the devices that are connected and the nodes that are connected. Oh yes, of course. You just have to log in first. Of course, you have to set up the micro seven and then you're going to add the old nodes as the child nodes.
16:00
Speaker 1
to work. Do you even for the old nodes? Right. No, I'm just concerned about my old, oh, I'm sorry. Do you say I won't be able to access them on my link to the app once I connect them to the seven? Right. Okay. Okay. But I could keep like my my password and everything that I'm using now for the network, right? Like, okay.
17:00
Speaker 2
it it doesn't mean that it will not. Um this will only work with their old nodes because the old nodes is supported with linksys app. Um however this micro 7, if you're going to make this as a main node, this doesn't have an app. And if you're going to connect the old nodes as the and if you're going to add the old nodes as the child node, uh the second you cannot access them to the linksys app since they are connected to your micro 7. Yeah, you you will not yeah, you will not be able to access them to the app because um the app would be should be connected to a parent node. However, micro 7 doesn't have the app so.
17:00
Speaker 1
Yeah. Okay. Um, or if I get the six E then that's just going to work with the old app, right? Okay. Uh, well I don't know, I might just do that first, just get the link, the six E first. And you said make that my main, my main mode. If I get that one too. I might just do that and set it up as my main mode. And, um, and do that. Or I can just my the other, the third option is to get the mesh Wi-Fi six developed, is that what I have now? Something similar to that? Okay.
18:00
Speaker 2
[ silence ] just use the same thing when you set up the micro 7. [ silence ] yeah 6 E that is supported with link sees app. [ silence ] correct yeah. Yes. yeah, the other option you can get additional playmada, the WH-03. That's what you have and make it as uh, and use it as additional node just to see if
18:00
Speaker 1
Okay, cuz they have they're offering three of those for $160.Maybe I'll do that first because I can get three nodes, instead of getting just the one 6E.But what's my best option paying what's my best possibility to increase the speed of those three options we just discussed in your opinion, or you may say you don't have an opinion.
19:00
Speaker 2
that would help with the current problem? Right? Yeah. Yeah. Yeah, you can try that maybe you just need another node so you need to observe that. Well, of course you get an upgrade because maybe the old system is getting really slow. So just to make sure then you get an upgrade because we do not know which node are getting really slow considering there's a further update on the firmware. Yes, if you
19:00
Speaker 1
Yeah, and that's three for three hundred, but I have a big house. I might have to get six of them, I guess, for 600 to really get good coverage. Maybe I don't know. Three might not be enough. Right. How much do they cover? 2,500? Right, okay. Right. Okay. And uh you said that
20:00
Speaker 2
if it's still not enough? Because each of these can cover 2,500 square feet. Yeah, 2,500 square feet per unit if there are no walls. So you can try these three first, and if you need additional ones, then you may order again. You have to observe if you need, if you do you really need another one or not anymore. So you have to observe it first.
20:00
Speaker 1
The first thing I can try is to reset the whole system to factory settings. Does that take a long time? Uh, yeah, so it's for each node? I'd be going in and doing that. Okay. Okay. Okay, well, I really appreciate all your time. I'll think about my options, and proceed. Thank you so much. Take care. Bye-bye.
21:00
Speaker 2
uh yeah, it might take a a long time to do that. You have four nodes. yeah. you're welcome. Sure. no, worries. yes, it's your YouTube. Bye-bye. [silence]
21:00