V2 Rubric Detail — 49fb1b8c-8081-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 19:13
Duration
11m 54s
Contact
310-999-3968
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00137332
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7350_Slow Internet Connection

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall24.2% (-31.8)

V2 Grader Summary

The agent failed to resolve the slow-internet issue and provided no technically accurate guidance from the KB, specifically ignoring the customer's request for a firmware update check. While the agent attempted basic isolation by suggesting a modem bypass, the lack of tool use, brand confusion ('Linux'), and failure to provide a path forward resulted in an unresolved outcome.

V1 Case Analysis

Customer reports very slow Wi-Fi and intermittent disconnections on MR7350 router (S/N: 33C10M2A800972). Agent confirmed out-of-warranty status, suggested modem bypass test, but did not guide through troubleshooting or verify results. No resolution achieved.

Troubleshooting Steps
  • Collected device model (MR7350) and serial number (33C10M2A800972)
  • Confirmed out-of-warranty status
  • Suggested modem bypass test (connect computer directly to modem to verify internet)
Key Observations
  • Agent correctly identified the router model (MR7350) and serial number (33C10M2A800972) from customer input.
  • Agent accurately informed the customer the device is out of warranty, setting appropriate expectations.
  • Agent suggested a valid first troubleshooting step (modem bypass test) per KB guidance but failed to guide the customer through it or verify results.
  • No systematic troubleshooting flow was followed (no firmware check, no placement advice, no interference reduction).
  • Agent did not create a support case (HappyFox) despite collecting customer details.
  • Call ended abruptly without a clear next-step or escalation path.
Positive Highlights
  • Agent correctly collected and confirmed the router model and serial number.
  • Agent accurately communicated the out-of-warranty status.
  • Agent suggested a technically valid first step (modem bypass test) per KB guidance.
Agent Errors / Gaps
  • Did not verify or enable automatic firmware updates as per KB.
  • Did not confirm whether the issue was WAN-side or Wi-Fi-side before suggesting the bypass test.
  • Did not check router placement, LED status, or firmware version.
  • Did not create or reference a support case (HappyFox) despite collecting customer info.
  • Ended the call without a clear next-step or escalation path, leaving the issue unresolved.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or confirm any outcome; call ended with 'just give us a call' without resolution, RMA, or confirmed troubleshooting path.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent attempted to isolate the problem by suggesting bypassing the router to test the modem, which is a relevant diagnostic step, but failed to guide the customer through it or follow up.
R3 Partially Met Correct resolution path conf 91%
Agent acknowledged the device was out of warranty and stated they could still provide technical assistance, which aligns with OOW expectations, but did not pursue meaningful troubleshooting or clarify limitations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified slow internet as the symptom and asked about affected devices and connection methods, showing an attempt at diagnosis, but failed to build a logical sequence or determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., no remote access, no firmware check, no speed test guidance), and the agent did not leverage admin UI or prior case data despite needing to verify router status.
T3 Not Met No misinformation conf 96%
Agent referred to the brand as 'Linux' instead of 'Linksys' and failed to provide any technically accurate guidance from the KB, such as checking for firmware updates via http://myrouter.local as requested by the customer.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent attempted to create a case record and asked preliminary questions, but lost control of the interaction, drifted between topics, and failed to set clear expectations or transitions.
C2 Partially Met Confirmed understanding conf 90%
Agent used 'ma'am' and simplified questions, adapting somewhat to customer level, but repeated name/email verification poorly and used confusing phrasing ('mom', 'Linux').
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; offered no commitment to follow up and ended with 'just give us a call', shifting burden to customer.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timeline, or follow-up plan was established; customer was told to call back without any action scheduled.
O3 Not Applicable Closure confirmation conf 95%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Agent failed to escalate despite being unable to resolve or advance troubleshooting; a warranted escalation was not made for a persistent performance issue.
E2 Not Met Escalation prep & handoff conf 94%
No escalation occurred, so execution cannot be rated positively; the failure to escalate when warranted makes E2 Not Met, not N.A.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent remained polite and did not become dismissive, but showed minimal empathy—no acknowledgment of frustration, repeated issues, or work-from-home impact.
X2 Partially Met Tone & rapport conf 90%
Agent maintained a procedural tone and did not disengage, but failed to adjust pace or style despite customer confusion and impatience about repeated questions.
X3 Not Met Overall experience conf 97%
Customer had to repeat name, email, and model multiple times due to agent mishearing; no effort to reduce repetition or streamline data collection.
Call Transcript22 turns · 23 lines
Speaker 1
[silence] Hi, good afternoon uh good morning. Uh I have a router and it's very very slow. So, I was wondering if you can help me to see if there's any update. Yes, it's just very very slow. [silence] 310-999-3968
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. [silence] Thank you for calling Linksys. This is Guy and I'll help you. [silence] Okay, is it, yeah. Slow internet connection. Okay. Ma'am, let me just create a record for this before we continue. Can I have your phone number? [silence] How about your first name and last name?
00:00
Speaker 1
Yolande Perez, last name is Perez. Yolanda, Y-O-L-A-N-D, A and D, P-E-R-E-Z. Yes. I-T's Yolande, with a E at the end, Y-O-L-A-N-D-E-0-0-7-8-5-at yahoo.com. No, it's Y-O-L-A as in Apple, N as in Nancy, D as in David E as in Edward.
01:00
Speaker 2
It's Y. O. Y. O. L. N. D. A. and T O O R R E S. Okay, it's Paris, sorry. Okay, and how about your email address? Mm-hmm. Mm-hmm. So the last letter of your name, ma'am, is A for Apple, correct? Okay. And then there is a Y at the end, and 0 0.
01:00
Speaker 1
My name is Yolanda with a EFDN, not Yolanda. It's, and it's 00785.J. That's calm. Correct. Now there's no Y. No there's no Y. Correct at J W com. D yeah. Yes, correct. Where do I find it in the back?
02:00
Speaker 2
for be [silence] correct. Y. o. l. a. n. d. e. for Edward and then a Y. there's a Y. there's a Y and then the numbers 7 8 5. O. o. Again, first name. he's Y. o. L. n d. e. correct. Okay, how about your I N N. parish is with a C, correct. Okay. How about the model number of your Linux device? um you have at the bottom or underneath.
02:00
Speaker 1
Okay. And what does this start with? I don't know, there's so many... It starts with the letter MR7300, I can't see, it's too freaking small. MR7350, I think. What it starts with? 33C10M2A800972. Yeah. Mm-hmm. [silence]
03:00
Speaker 2
It depends on the device that you have. Mom? Sometimes it starts with a letter. Okay? Yes. MR. All right, and how about the serial number? Starts with a letter, ma'am, or a number? Same thing, ma'am, that will be at the bottom. Again, that's a three, three, C for Charlie, one, zero, M for Mary, and then two, A for Apple, A for Adam, three, two, E for Echo, N for November, G for girl for George, one, R for radio, U for uniform, G for George.
03:00
Speaker 1
Correct. It's a, um, spectrum. Yes. I'm sorry? Sorry. Everything is, um, everything is connected. My TV, my phone, my computer. A desktop. It's wireless. It, no, it's a, it's a, it's not a Mac.
04:00
Speaker 2
Okay, and what are the devices connected to your linksys ma'am? Are they like like phones? Laptops? What What are the devices? Your computer, is it a laptop or a desktop? And is it wired or wireless? And is it Mac or is it Windows?
04:00
Speaker 1
It's an Iphone. Why are all these questions? Can you check if there's an update and something like this? OK. What did you say? It's blue. The, it's blue.
05:00
Speaker 2
Okay, and your phone, is it an iPhone or an Android? So all the devices, is because we need this one, mom, so that we could properly check, okay, we need to, with the things that needed to be done, in order for us to, um, like check the device. On your router, right now, ma'am, um, what's the color of the light on the front? The color. Okay. Whenever ma'am, before we start for any troubleshooting, let me just inform you that your linksys router is already out of warranty.
05:00
Speaker 1
Okay. Okay. That's fine. So just check it out if you can and if it's not, I'll get a new one. [silence] [silence] No. No, because they're too far away from each other.
06:00
Speaker 2
We can still provide technical assistance, but in any case, if device found out defective, Linux will not longer provide any replacement. May I ask which device encounters low Internet connection, ma'am? Is it all your devices? Have we tried bypassing the router connecting your computer straight to the modem and check if the modem does have internet connection? How did you know that this internet connection is slow, ma'am? Did you run any test? [silence] No login.
06:00
Speaker 1
[KEEP_UNCERTAIN] because it gets disconnected and turn red. And I called Spectrum and they told me to call you guys. I've been starting a lot to at least it yesterday, but the is very slow. [silence]
07:00
Speaker 2
Cruise with the device. Which device? How often will it disconnect?
07:00
Speaker 1
The TV, the TV shut down. The internet said there was no connection with the internet. My computer, I could not log in to the internet. [silence]
08:00
Speaker 2
okey by the way ma'am um which device did you use yesterday that you encountered that slow internet? Is it your phone? Is it your TV? what do you mean the TV shut down ma'am about your computer? like on your computer ma'am you cannot
08:00
Speaker 1
Yeah, I could not go to anywhere. It was saying and not connected to the internet. Okay, but it's my laptop for my work so. I work at home so it's why. I cannot use it for personal use. Yes, I am on the computer right now.
09:00
Speaker 2
like like you cannot connect to the internet he cannot access any website like do you have your laptop right now okay so you're going to use your computer right now is this Windows 10 ma'am or Windows 11.
09:00
Speaker 1
it's Windows 10 I think okay say Google say Google I cannot it's not going to let me do it because it's a computer from the company so I cannot it will I cannot whatever this is what can I do on my phone
10:00
Speaker 2
Okay, on your computer right now, ma'am, can you press the windows key and then letter R? [silence] [silence] [silence] [silence] [silence] [silence] We could try using your phone, ma'am, but it will be have like like a limited things that we can do. [silence] uh-huh because if it is really a slow internet ma'am from the router. actually the first thing that we need to like um do is to isolate the problem like bypassing or we suggest to connect a computer directly to the modem to test if the modem. okay. okay. just give us a call ma'am so that we could really probably check the connection. yeah? okay so thank you for calling
10:00