V2 Rubric Detail — 46ddc2e4-6f2c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 17:52
Duration
12m 16s
Contact
Yvonne Eleyet
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00134500
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet connection

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall16.5% (-9.5)

V2 Grader Summary

The agent failed to follow diagnostic protocol, skipped essential troubleshooting steps like wired testing and firmware verification, and provided factually incorrect information about Wi-Fi 7 and EA8450 firmware support. No resolution was achieved, and the interaction lacked ownership, clear guidance, and effective communication despite being a first contact.

V1 Case Analysis

Customer reports slow speeds on EA7450; agent incorrectly labeled router as legacy, claimed no firmware updates, and advised replacement without troubleshooting.

Troubleshooting Steps
  • Collected model number (EA7450)
  • Collected serial number
  • Collected customer contact information
  • Asked if a wired speed test was performed (customer had not)
  • Asked about current internet plan (1 Gbps via Spectrum)
Key Observations
  • Agent incorrectly stated the EA7450 is a legacy router with no firmware updates — contradicted by KB documentation.
  • Agent falsely claimed the network is on Wi-Fi 7, which is not a standard supported by any consumer ISP or router in this context.
  • Agent misidentified the model number as '87450' at [03:00], indicating confusion or lack of verification.
  • No actual troubleshooting was performed — no wired test, no firmware check, no auto-update verification.
  • Warranty status was never addressed, missing a critical protocol step for potential hardware issue.
Positive Highlights
  • Collected the customer's name, phone number, model number, and serial number at [04:00]-[05:00].
  • Confirmed the customer's internet plan speed (1 Gbps) with Spectrum at [06:00]-[07:00].
  • Asked whether the customer had tried a wired connection test, per best practice, even though it was not performed [09:00].
  • Acknowledged the reported upload speed of 22 Mbps as very slow [10:00].
Agent Errors / Gaps
  • Incorrectly stated the EA7450 is a legacy router with no firmware updates — per KB, EA7450 is a current AX/MAX-Stream model that receives automatic firmware updates.
  • Falsely claimed the network is on Wi-Fi 7 — Wi-Fi 7 (802.11be) is not yet widely deployed; EA7450 supports Wi-Fi 6 (802.11ax), not Wi-Fi 7.
  • Misidentified the model number as '87450' at [03:00], showing lack of attention to detail.
  • Failed to perform any valid troubleshooting steps: did not verify wired speed, check firmware version, confirm auto-update status, or assess router placement.
  • Did not check or mention the router's firmware update capability, which is automatic by default per KB.
  • Did not follow the Speed & Performance Troubleshooting guide (universal_speed_performance.md), which requires a wired-to-modem test first.
  • Provided no self-help resources or KB articles for speed troubleshooting.
  • Did not discuss warranty eligibility or support path despite customer expressing a hardware performance issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent told customer to buy a new router without resolving or mitigating the issue; no troubleshooting steps were completed to improve performance.
R2 Not Met Diagnostic thoroughness conf 97%
No systematic troubleshooting: agent did not verify wired speed, check firmware version, or perform a power cycle; skipped Step 1 of universal_speed_below_plan.md.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified EA8450 as legacy but failed to verify if it was still receiving updates or attempt any best-effort troubleshooting before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify root cause; skipped diagnostic steps like modem-only speed test and wired connection check; assumed router limitation without evidence.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used — no remote access, no request to check router admin interface, no logs or firmware check; relied solely on verbal description.
T3 Not Met No misinformation conf 98%
Agent stated 'internet is already on Wi-Fi 7' — factually incorrect; also implied EA8450 receives no firmware updates, but KB shows EA8450 has recent firmware (FW_EA8450_1.1.9.192968_prod.img).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent asked some follow-up questions but used excessive filler ('ma'am', 'yes, yes'), lacked structure, and failed to guide toward resolution.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not confirm understanding, adapt to customer's pace, or explain technical concepts clearly.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent immediately suggested buying a new router instead of taking ownership; no troubleshooting or configuration attempts made.
O2 Not Met Proactive follow-through conf 93%
No next steps provided beyond purchasing new hardware; no timeline, no follow-up, no action plan for current device.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 90%
No escalation occurred and none was warranted — issue was within L1 scope but agent failed to perform basic troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 90%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged customer's frustration indirectly but used repetitive, scripted responses; minimal empathy shown.
X2 Partially Met Tone & rapport conf 82%
Agent maintained conversation but used a flat tone and did not adjust to customer’s confusion about Wi-Fi 6/7; missed cues to slow down or clarify.
X3 Not Met Overall experience conf 92%
Customer had to repeat model number and describe symptoms multiple times; agent did not reduce effort by guiding through diagnostic steps.
Call Transcript25 turns · 25 lines
Speaker 2
Welcome to Lynxist sports. 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, lynxius.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, please have your device's 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. [quiet] Hello. Hi.
00:00
Speaker 1
Hello? Yes. Yeah. Yeah, I'm calling in reference to my router. I just talked to my cable company or whatever and they've done a speed test and everything and at first it was only coming up at very, very low and then we've rebooted the router. I've unplugged it and plugged it back in and the numbers are higher but they're way low, way low and they said that I should probably contact you guys because evidently the router is not picking up what it should be. So maybe there was a way I can update it or something. Okay, the serial number is
01:00
Speaker 2
I see. Uh you will check on that on ready have the serial number of the the main links to diet, please.
01:00
Speaker 1
three two y two zero m two eight the zero one eight zero two uh spectrum
02:00
Speaker 2
and, okay. My, I know who is your internet pro provider, spectrum. okay.
02:00
Speaker 1
Um, the model number, let's see, here. It is uh, let's see. That's Wi-Fi password. Okay, here it is. E as in Edward, A as in apple, 7450. Let me look again. Um, yeah, EA 7450, correct. [silence]
03:00
Speaker 2
The model number of this Linksys router, ma'am? Yeah, 87450, right?
03:00
Speaker 1
Okay. Oh, I'm sorry 614 444 303339. My first name is Yvonne, Y-V-O-N-N-E. My last name is Eley.
04:00
Speaker 2
okay. i just need to check on the exact unit the exact router, ma'am. [silence] uh we'll, we wait, they have your phone number just in case we get disconnected. [silence] what is your phone number, ma'am? [silence] okay. how's your first name ma'am?
04:00
Speaker 1
My last name cot, ato SV c, global. Virtual and then S B as in boy. C global. Dot, net. Ah, couple a years.
05:00
Speaker 2
I'm okay. How long have you been using this e8450 map? Okay.
05:00
Speaker 1
I'm sorry? Very, yeah, very slow, especially the, yeah, very slow, especially the upload speed. It's like 20. It's, whatever their strongest one is, is what I've got. But I'm evidently it's no [silence] Let me see if I can [silence]
06:00
Speaker 2
So, the main concern about the internet is that it's slow, right? Yes, the internet connection is slow. It's a little slow. Okay, what is your internet subscription through spectrum? is a 500 megabytes 500 mb a, is it the gigabyte 500 mb? okay, yes. Mhm. the 1 gigabyte speed. And when you did a speed test, you're only getting what speed?
06:00
Speaker 1
Can find that again. I was, Okay. You know, I better try to do it. Maybe I need to do it again. Cuz the one, when I first, let me just, you know what I can do while I'm here? Is go ahead and and run it again while I've got you on the phone because it's been going up and down like, Okay. Okay. The download is higher now. It's up to uh 330. That's still not as high as it's supposed to be. But let me see what the download is. I haven't, it hasn't run yet. Before it it only got up to 20. Just it seems to take a long, longer time.
07:00
Speaker 2
Yes, yes, yes, much better. [silence]
07:00
Speaker 1
time for the upload to show up. I, so, I don't know. Um, come on. Okay, still it hasn't shown me anything on the upload.
08:00
Speaker 2
Have you tried checking the exact speed directly from the modem, ma'am, from your spectrum box?
08:00
Speaker 1
I'm on the Spectrum app right now, uh and that's where I've got the uh had it do a speed test. But for it's not it's not showing anything before it did finally get up to 20, but now it's not even showing anything. Yes. Have I tried what? No, my computer's a uh, what do you call it, uh it's a laptop. It's not wired to the device. Oh, okay. Now it just uploaded and it says that my uh,
09:00
Speaker 2
I see. So, that's for WiFi, right? How about wired, ma'am? Have you tried wired? A wired internet speed ma'am like connected, wired to the device. Okay. [silence] Ok. Ok. Ok. [silence] good thing that the wifi is I tried to plug into the computer.
09:00
Speaker 1
Upload is only 22 Mbps and that's, yes. that's not near enough. So bottom line, I need to buy. get a new router. Is that what you're saying? Yeah.
10:00
Speaker 2
22 MBPS. I see. Yes, that's actually uh very slow, ma'am. Anyways, ma'am, I was able to check. Your EAA7450, ma'am, is already this is actually part of our legacy routers. And um, I believe the concern about this router, ma'am, is um, because of the firmware. So, this unit, this uh we no longer or Lexus no longer um, our engineers don't create a firmware for this specific device says. I will suggest, ma'am, because this router is still on Wi-Fi 5 and our uh the
10:00
Speaker 1
so just I just need to go and and buy a new one that's fine if that's what I have to do that's what I have to do you know I just need to figure out what I need to do so okay well that and uh okay well that's I guess that's what I'll do then so um what's that again what's called Wi-Fi 6. Is there a brand of that or is it another Linsky but Linskey's Wi-Fi 6 okay well this one's a Linsky and I haven't until now I haven't had a problem with it but okay I just need to get a wa a I'm sorry Wi-Fi
11:00
Speaker 2
Internet right now is already on Wi-Fi seven. So I will suggest for you to yes, do an upgrade. Yes. Yes, yes, ma'am. Yes, ma'am. Try to look for a Wi-Fi six, ma'am, that will provide you much. Wi-Fi six. Yes. Um... There are lots of Wi-Fi six, ma'am. There are also other brands.
11:00
Speaker 1
What'd you call it, Wi-Fi 6? Okay, that's what I needed to know. Well, thank you for your help, man, I appreciate it. You have a wonderful day. Ah, bye-bye. You too. Bye-bye.
12:00
Speaker 2
Wi-Fi 6. Yes. Mm-hmm. Yes. You're welcome. You're welcome, man. Thank you so much, man. Have a good day, so please stay safe.
12:00