V2 Rubric Detail — 431df54a-6697-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 19:45
Duration
19m 4s
Contact
Stuart Auchincloss
Issue Type
Speed/Performance
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00133297
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet 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

Resolution4.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall86.2% (+30.2)

V2 Grader Summary

The agent confirmed the router is delivering gigabit speeds over both wired and wireless connections, used appropriate tools to validate performance, and resolved the customer’s concern. While deeper Wi-Fi diagnostics were skipped, the outcome was successful and technically sound based on available evidence.

V1 Case Analysis

Customer reported low Wi-Fi speed after upgrading to gigabit fiber. Advised to disable router-level VPN; post-VPN speed tests showed ~700 Mbps on Wi-Fi (iPad) and 1.1 Gbps wired. Issue resolved. Device registered under customer email.

Troubleshooting Steps
  • Confirmed wired speed via speed test.
  • Advised disabling router-level VPN.
  • Guided wireless speed retest on iPad using speedtest.net and fast.com.
Key Observations
  • Agent failed to collect model/serial at start; model only confirmed at [18:00], serial provided by customer at [02:00].
  • Agent provided incorrect URL: 'fast.com.com.com' at [12:00], which is factually wrong and could mislead customer.
  • Agent used garbled phrasing: 'our lincess will automatically have it' [09:00], likely ASR artifact but still confusing.
  • Call contained multiple silences, repeated prompts, and inefficient pivoting between devices and tools.
  • No structured troubleshooting: skipped Wi-Fi band, channel, backhaul, or client capability checks.
  • Warranty status and case creation not verified or explained before closing.
Positive Highlights
  • Correctly identified that an active VPN could be throttling Wi-Fi speeds, which turned out to be the root cause.
  • Confirmed resolution by having customer retest on multiple devices and tools (speedtest.net, fast.com).
  • Verified both wired and wireless performance post-fix, ensuring full validation.
  • Registered the device using the customer's email (soshinekloss@islink.net) for future supportability.
  • Acknowledged customer satisfaction and closed with appropriate support hours and sign-off.
Agent Errors / Gaps
  • Provided wrong URL for fast.com (said 'fast.com.com.com' at [12:00]).
  • Failed to collect product model and serial number at beginning of call despite customer providing serial early ([02:00]).
  • Did not verify warranty status or support eligibility at any point.
  • Did not confirm whether the customer had access to router settings or could disable the VPN before instructing action.
  • Used confusing and inaccurate language: 'our lincess will automatically have it' ([09:00]), implying automatic speed adjustment without technical basis.
  • Gave contradictory speed test instructions: first asked for speedtest.net, then fast.com, then both, without clear rationale.
  • Failed to follow structured troubleshooting flow: no isolation of client device, Wi-Fi band, or signal strength before jumping to VPN theory.
  • Did not validate that the customer understood the steps or confirm outcome after each action until late in the call.
  • Did not mention or rule out common performance factors like 2.4 GHz vs 5 GHz, interference, or client adapter limitations despite old phone test showing 130 Mbps.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms router is working perfectly with wired 1.1 Gbps and wireless ~700 Mbps, and expresses satisfaction: 'I'm satisfied. It looks as though um the router is working perfectly.'
R2 Partially Met Diagnostic thoroughness conf 87%
Agent guided customer through speed tests using speedtest.net and fast.com and considered VPN impact, but did not check Wi-Fi band, channel, or firmware version — key factors in wireless performance — before concluding no action needed.
R3 Met Correct resolution path conf 95%
Agent correctly determined no configuration change was needed after ISP upgrade, validated performance with real-world testing, registered the device, and left the door open for future support — appropriate path for in-warranty product with no defect.
Technical Accuracy
T1 Partially Met Technically accurate info conf 83%
Agent identified symptom (wireless speed lower than expected) and ruled out VPN, but did not ask about device capabilities, Wi-Fi band (2.4GHz vs 5GHz), or signal strength — missing opportunity to isolate root cause such as client limitation or interference.
T2 Met Appropriate tools / resources used conf 97%
Agent appropriately used external speed testing tools (speedtest.net, fast.com) to validate throughput; no internal diagnostics were necessary given the customer could perform tests directly on multiple devices.
T3 Met No misinformation conf 99%
Agent correctly stated that Linksys routers auto-negotiate speed and require no manual configuration after ISP speed upgrade, and accurately noted that VPN can reduce throughput — both consistent with KB guidance.
Communication
C1 Met Clear & professional language conf 96%
Agent maintained control throughout, guided testing steps clearly, managed transitions between devices, and closed with a summary and support hours reminder.
C2 Met Confirmed understanding conf 95%
Agent adapted language to customer’s pace, repeated instructions when needed (e.g., fast.com), and confirmed understanding during speed test attempts.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent took full ownership: collected serial number, verified model, registered device, created a ticket, and did not transfer or deflect responsibility.
O2 Partially Met Proactive follow-through conf 84%
Agent informed customer they could call back during business hours but did not specify a timeline for follow-up or assign a proactive next step; reliance on customer-initiated contact reduces accountability.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 97%
Agent remained courteous, thanked the customer, acknowledged positive feedback, and ended on a professional and appreciative note.
X2 Met Tone & rapport conf 95%
Agent adjusted communication to match customer’s repeated attempts to run tests, stayed patient during technical hiccups, and kept the customer engaged.
X3 Met Overall experience conf 96%
Agent avoided unnecessary repetition, captured serial number once, directed customer efficiently to speed-test tools, and minimized steps required.
Call Transcript33 turns · 35 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. 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 may be available depending on your issue. To hear more about your service options, press two. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support may be available depending on the issue.
00:00
Speaker 1
Hello, this is Stuart. Could you say your name again? May. How nice. May, here is my situation. I have a uh uh Linksys Atlas router, and um I just upgraded my internet service from cable to fiber optic. And I'd like to be able to um adjust the router so it will now work at a a gigabyte, a gigabit instead of a couple hundred. [silence]
01:00
Speaker 2
Thanks for calling sty May. How can I help you? May, like the month of May. Since you've upgraded the speed the Ethernet cable that connects the modem and the the Lynx is that's already cut five e or cut six right Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps,
01:00
Speaker 1
I'm sorry, did I upgrade the Ethernet cable? No, I think it's the it's the same Ethernet cable, but um I'm sure that it's carrying the uh the bandwidth because I have a direct connection um through the router uh by cable to my desktop computer and I'm getting um the kind of speed I expect 880 um megabytes. uh huh. I have three of course, but here's the one I'm using for the master. The serial number is 5-0, D like Delta 1-0, M like Mike 2-7, C like Charlie 1-3-7-2.
02:00
Speaker 2
right? Give. Give me the ethernet the ethernet cable. Uh-huh. Uh-huh. Okay. Um, what's the serial number of this device that you're calling for? It's on this sticker underneath SN serial number.
02:00
Speaker 1
2 2. yes a gigabyte a gig a gigabit um from the main node on a ethernet cable I'm getting 880 or 890. Mhm. no when I'm wirelessly connected I only get about 110. Yes I can check that again but 110 or 112. [silence] 115.
03:00
Speaker 2
Okay. And you got three nodes. All of it are online right now, right? Okay. And what's the speed that you're paying for right now? How much is the speed you're paying for? Is it 500? Okay. And what's the speed that you're getting out from the main node? Okay. Which is just right, because that's going to be the, and that's only wireless, right? When you're wirelessly connected to the Linksys Wi-Fi. Right. 110.
03:00
Speaker 1
120 Well, $140,000 and 30. I'm just checking it now. A fairly new iPad using Ookla. Excuse me, did I? I have an app on my iPad called Ookla Speed Test and I opened that app and asked it to check the speed. [silence]
04:00
Speaker 2
and what device are you using to check the speed? I Or did you access speedtest that net websites did you how did you come up with this speed? What tool did you use?
04:00
Speaker 1
speedtest.net. All right. Just a second. Internet. There is speedtest.net. It's by Ookla. It's the same people. And I'm running it now. Oh, you can't hear me. Sorry. I'll get closer. Sorry. I made a mistake. I'm opening it on my computer. And what I wanted to do was open it on my... [silence] Speaktest.net. All right. Internet. There is speedtest.net. [silence] It's by Ookla. It's the same people. And I'm running it now. Oh, you can't hear me. Sorry. I'll get closer. Sorry. I made a mistake. I'm opening it on my computer. And what I wanted to do was open it on my... [silence]
05:00
Speaker 2
Mhm. But the server makes sure it's the one nearby to your location. How about this? Just open instead of browser and then just access speedtest.net.. Yes. Okey inthe top go. Mhm. Sorry, I can barely hear you now. Oh.. Hello? . Yeah.. Right?
05:00
Speaker 1
iPad so that I could see how it was over the wireless. So, right. Speedtest.net. Um, it nothing is happening just yet, but I'm going to try and make that work better by closing. Okay, now, using speedtest.net. It says that my download is 250.
06:00
Speaker 2
Yeah, wireless. It's still calculating.
06:00
Speaker 1
and my upload is a, about the same. A little more. Maybe it's possible that another issue is by VPN I could turn that off and try the speed test again. OK, hang on. Let me pause that. Ok. Now we go back to speedtest.net. OK. Well, that's more like it. Like it, it's uh in the upper 600s. I'm using speedtest.net and on my iPad, and I'm now getting download at 695 and upload at 660, which I'm very satisfied with. because it's.
07:00
Speaker 2
Uh huh. And that's even just the first speed test. It will um it will increase. So open again a new tab and then or re-access speedtest.net. Uh huh. Yeah, that's what I'm also thinking since your wired is just fine. Your wireless must be also OK. And yeah, VPN will really gonna slow down the speed if it's enabled. So the rest of your devices should also have a good speed right now. Because it was...
08:00
Speaker 1
[vpn is disabled] Yep, I have an iPhone. I can try that too. You wanted me to run it again on the iPad or should I do it on the iPhone? I'll
09:00
Speaker 2
Yeah. it must be disabled. And it's actually like if you increase the speed from internet provider, our lincess will automatically have it. Like there's no configuration that needs to be done on the luz side, if you increase the speed. Not unless if in the event that the linear scan or is still having the old speed or what I mean is it did not like take effect on the links their side, and that's the time that we need to. adjust some settings of it. Right now, can you run a speed test again? the huh, they have, um, like iPhone, aside from this iPad? Yeah. iPhone this time, iPhone.
09:00
Speaker 1
Okay, hang on. I'd be glad to do that, but it sounds as though you helped me figure it out, and I'm very grateful. Okay. Oh, rats. Phone isn't letting me do it. It wants me to download the actual app. I'm sorry. Fast? F-A-S-T?
10:00
Speaker 2
Uh, no need to download the app, just access, or if it's not accessible on the iPhone, since it's using a mobile, uh, web site. Uh, just use instead fast.com, the word "fast-com." Yes. "Rank-alpha-sam-tango." fast.com. Mm.
11:00
Speaker 1
pass.com. Let's try them. Well, I just see numbers on the screen. I, uh, I don't Oh, there it is, okay, your internet speed is 130. Yes, that's on my phone, but this is a rather old phone and a rather low end phone anyhow. I think it's an S6 or J6.
12:00
Speaker 2
Hey fast.com.com.com and it should instantly give you your you's speed. 136 Mbps probably that has only an adapter which is I mean the wireless adapter for that one is probably covering your pc. Hmm 136 Mbps that is indoor only internet plan probably are you using Wi-Fi in your pc or you are using a thander to plug in your pc using the obviously you are using the plan
12:00
Speaker 1
Yeah. Yeah. All right. I'm running it on the iPad and it's slowly getting up there. [silence] On the iPad, the download, let's see. No, I'm using speedtest.net on the iPad. I should change to download to fast.com. Just a moment and I will do that. Mhm. All right. So, speed test, I get 697 and 704. Now, past.
13:00
Speaker 2
Only 100. That's why it's just getting 130 right now. You can run a speed test again on the iPad. We'll see if it's still up to 600. [silence] Try fancy on the iPad. [silence] fast.com. Yeah. All right.
13:00
Speaker 1
Oh, on the computer. Okay. I'm using fast.com. It says my internet speed is 710 Mbps, that's on the iPad. Well, no, it's 706 now. [silence]
14:00
Speaker 2
And uh check again the wired speed.
14:00
Speaker 1
The Wi-Fi is 700 and the upload is 170, and the speed. They're both using, no that's on fast.com. The one on my desk has speedtest.net. I could put move that to fast.com. So they're compared to...
15:00
Speaker 2
the current speed it's providing, if it's only up to 700. For a Wi-Fi, it's close to 700 as well. Mhm. Yes, you can both speedtest.net and fast.com or third-party tools where you can check the speed.
15:00
Speaker 1
F он says that my internet speed is 1.1 gigabits. That's the computer wired. It's showing. Yes, it's uh hardwired to the main node and it's showing 1.1 with an upload around 400. It hasn't quite finished that yet. An upload of 330 Yes. I'm satisfied. It looks as though um the router is working perfectly.
16:00
Speaker 2
On the computer? Wired? Wired to the main node, right? Okay. Gigabits. Okay. You even have a good upload speed. Sometimes upload is only less than a hundred, but yours is 300. 300 and
16:00
Speaker 1
It is, yes. First name is Stuart, S-T-E-A-R-T. Last name is Auenkloss, A-U-E-N-K-L-O-S-S. Uh, Arch top. Oh, well, let's see Arch top is, yeah.
17:00
Speaker 2
It is. But let us know if ever you experience slow internet okay. I was able to pull up anaccount here under soshinekloss@islink.net. Is this your email? Okay. I'll just register your device here and create a ticket. So that whenever you'll call back at least we have something here to pull up. What's your first name and last name? Uh-huh. Okay thank you. And your internet provider who is it? March. Okay. Uh-huh.
17:00
Speaker 1
That's my internet provider. That's the fiber I just got installed today. Yes, MX 2003. Okay. Uh huh. No, these routers work really great and I'm very happy with them. Thanks so very much. I appreciate the help. May I? Bye-bye. You too, thanks.
18:00
Speaker 2
Okay. All right. So yeah, I've registered your, you have three nodes, and the model number is MX 2000, and the serial number that you provided. I overwrite the correct. Since it's a three pack, MX 2000 for the model number. Okay. Well, aside from the speed, do you have any other concern or that's it only? Thank you for that feedback. We're open 8:00 a.m. to 11:00 p.m., so if ever you have concerns, you can call us within that time, Monday to Friday. Okay? You're welcome. Have a good one. Bye.
18:00