V2 Rubric Detail — 518a3b8c-8070-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 17:12
Duration
14m 35s
Contact
309-826-0888
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00137304
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet speed

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp3.93/5
Overall59.6% (-4.4)

V2 Grader Summary

The agent identified the router’s age and lack of firmware updates as likely causes and recommended reset or replacement. However, critical diagnostic steps were skipped — notably verifying a direct-to-modem speed test — and no tools were used to validate symptoms. While communication and ownership were strong, the absence of foundational troubleshooting prevents a higher rating. The outcome remains partial due to unresolved issue and customer’s decision to consider replacement.

V1 Case Analysis

Customer (Ann McGuire, serial S25F10M3C900896/95) reports very low upload speeds (~2 Mbps) on a 5-6-year-old Velop mesh system with a 500 Mbps fiber plan. Agent advised reset/reconfigure and power cycling all nodes. Customer is considering router replacement due to outdated hardware and lack of firmware updates since 2023.

Troubleshooting Steps
  • Confirmed ISP line health (customer-reported)
  • Identified router age (~5–6 years) and lack of firmware updates since 2023
  • Recommended resetting and reconfiguring the router to sync with the new modem
  • Advised power cycling all mesh nodes one at a time
Key Observations
  • Agent correctly identified the router's age and lack of firmware updates as a likely root cause of performance issues, aligning with KB guidance.
  • Did not collect the router model number, which is a protocol gap for a product-specific support call.
  • No direct wired speed test was performed to isolate ISP vs. router issue, missing a key diagnostic step per KB (universal_speed_below_plan.md).
  • Reset/reconfigure advice was appropriate and aligned with KB guidance, though lacked detailed steps for execution.
  • Agent acknowledged customer frustration and provided a realistic assessment of hardware limitations.
Positive Highlights
  • Accurately diagnosed the root cause: outdated Wi-Fi 5 router no longer receiving firmware updates.
  • Collected serial number accurately and used it to assess device support status.
  • Set proper expectations about reset consequences (devices disconnecting, need to re-enter passwords).
  • Provided a clear next step (power cycle all nodes) and advised observation period (24 hours).
  • Was transparent about hardware limitations and did not push unnecessary troubleshooting.
Agent Errors / Gaps
  • Did not obtain router model number.
  • Did not instruct customer to perform a direct-to-modem speed test to isolate ISP vs. router issue, contrary to KB guidance.
  • Did not discuss or verify warranty status explicitly, though implications were correctly inferred.
  • Provided reset advice without step-by-step guidance or reference to KB procedures.
  • Used filler phrases ('um', 'ma'am') and slightly disorganized phrasing, reducing clarity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested a reset and power-cycle but did not confirm resolution; customer declined full reset and opted to consider replacement instead.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked about a direct-to-modem speed test but did not verify whether it was performed or what results were obtained; skipped Step 1 of universal_speed_below_plan.md which requires confirming ISP-side issues before proceeding.
R3 Met Correct resolution path conf 95%
Agent correctly identified the router as outdated (WiFi 5, no updates since 2023) and advised reset or replacement — appropriate path given device limitations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent recognized low upload speed and asked about modem replacement and number of nodes, but failed to follow diagnostic sequence to isolate root cause (e.g., no confirmation of direct-to-modem test results).
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use any diagnostic tools (e.g., remote access, router logs, or verified speed test data); relied solely on customer’s verbal description despite availability of local web interface and app data.
T3 Met No misinformation conf 95%
Agent accurately stated firmware updates stopped in 2023, explained reset consequences correctly, and noted upload speed depends on modem — all consistent with KB.
Communication
C1 Met Clear & professional language conf 90%
Agent maintained structure: greeting, hold with permission, step-by-step guidance, and clear closing; kept control throughout.
C2 Met Confirmed understanding conf 90%
Agent used accessible language, repeated confirmations, and avoided jargon; adapted tone to customer’s level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, offered to walk through reset steps, and did not transfer unnecessarily.
O2 Partially Met Proactive follow-through conf 85%
Agent gave next steps (power-cycle all routers, observe), but did not specify who would do what — left customer to infer action; no follow-up commitment documented.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction history referenced or available; first contact with Linksys support for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within L1 scope and agent provided appropriate troubleshooting path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent said 'I understand' but did not specifically acknowledge repeated frustration or prior ISP calls; empathy was generic, not personalized.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, used respectful address ('ma’am'), and remained patient despite customer’s uncertainty.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, used provided serial number, and gave direct instructions without adding steps.
Call Transcript26 turns · 27 lines
Speaker 1
Hello, my name is Ann McGuire and I'm having a problem with my routers, my mesh system. Well, the let's I think it's like five, maybe six years old. I can't remember. I'd have to look it up. But anyway, like a couple months ago, it started where um we were buffering a lot. And so I called my internet provider. I've got fiber optic.
00:00
Speaker 2
Welcome to Lynx's 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. Hi, hello. Thank you for calling Lynx support. This is Charm. How may I assist you today? I apologize to hear that one ma'am, but yeah, no worries. May I know what's the problem with your mesh router, ma'am? Mmhmm.
00:00
Speaker 1
And they said, yep, you've got an old router, and they replaced it a couple months ago. And I'm still having problems. Um, I've got, like, the fastest internet they have, like 500-500. And I just, I've been doing speed tests again, I called them again. They assured me that the service coming into the house was just fine, like, -12, lining straight across all of it, you know, they checked everything out. And when I would do like a speed check, it'd be 800 something, but the download only 20. And so, I even went into my, uh, your app and did one and it's, it'd be like 400 and 500. So, I went through your app and I did, I pushed the buttons for slow internet speed and it said updating channels or doing something. And now it's even worse. It's like, upload is two or less. So, I unplugged the modem and the router, reset them, and it's still horrible. So I don't know what I did. yeah, yeah, that's what it seems to be. Okay, am I going to find it on the bottom or where am I going to find it? Let's see here. Okay, okay, so hang on. It's really small. Let me get let me get my magnifying glass. Hang on just a second cuz it's tiny, tiny. Okay, it says the serial number is [silence]
01:00
Speaker 2
All right, so the only problem is your um upload, but the download is okay. Correct? That's right, please double check it here. Can you provide me with the model number and serial number of your Linksys mesh router? Yes, it's on the bottom. [silence]
02:00
Speaker 1
Yes, that's correct. Yes...
03:00
Speaker 2
Got it. All right. All right, so the serial number you provided to me is S25F10M3C900896/95. Is this correct?
03:00
Speaker 1
O.K. O.K. three
04:00
Speaker 2
Just be with me for a moment, Matt. Let me double check up here. So uploads happens at full speed. Let me double check. All right. And how many mesh routers do you have again? Three. All right. Um, um, is it OK if I'm if I put.
04:00
Speaker 1
Sure. Yeah, that'll work. OK. [silence]
05:00
Speaker 2
Jesus Golden Hold for about two to three minutes. I just need to pull up my resources here, would that be okay. Thank you so much. Just stay on the line. I'll be right back. [silence]
05:00
Speaker 1
Mmhmm. You know, I haven't, but I work from home and I have a direct connect for my work computer, and, um, which my connection. [silence] You know, um, I haven't but I work from home, and I have a direct connect for my work computer, and, um, it's my connection.
07:00
Speaker 2
hello ma'am, yes. thank you so much for patiently waiting on the line. and so um, just to confirm also, ma'am. um, have you tried to also do a speed test when you connect your device directly to your modem? have you tried to check the upload also? Uh huh. Mhm.
07:00
Speaker 1
And my ethernet cord goes into your modem. Or I'm sorry, your router. And I mean, there are times that I have issues with my work computer too. I mean, like, it'll say, like, if I'm on the phone or something and it'll say poor connection, sometimes. Um, but, yeah. Other than that, no, I don't. [silence] Right, and they said coming into the house and everything is fine, my provider did. It was fine, I mean, sorry, it was 20, the upload was, until I went through your app and I did the channel 'scan', whatever it told me to do, and now it's two or less. So there's something up with the modem.
08:00
Speaker 2
I see. All right. Guess the upload if did you download something like that? Because if the download is okay and the upload is you're getting only 20 MBPS. The router only copies what your modem provided. So. only two.
08:00
Speaker 1
They just replaced my modem because I was having this issue about a month ago. Maybe six weeks ago or something. Okay. Okay. Can you- Okay. Do you do that from where you are or do I have to do it on my end? Okay.
09:00
Speaker 2
Okay, so let's do the chat. So do you have or did you upgrade your Subscribe speed or change your modem lately? Hmm. I see. So since you just have a new modem, N, the only option that we can have or provide to you is for us to reset and reconfigure your router, your mesh router, so that it will sync into your new modem. You need to do it on your end, man. I can walk you through on how to do it. But just to set the proper expectation also, ma'am, once we reset your router, all the devices that are connected to your router or to your Wi-Fi will be disconnected because your router will go back to its default setting.
09:00
Speaker 1
Okay, so does that mean I'm gonna need to put the password into everything again or something? Or how does... What does that mean? Okay. If it fixes it, it'll be worth it. I need to do what to the connection? Observe it. Okay, okay. Okay, so does this usually work? Okay. Okay. But see, the thing is we were having this problem before the new modem. That's why I called my internet provider and told him I was having problems and they said, oh yeah,
10:00
Speaker 2
Yes. Yes. Yes, yes, it will you need to input the password again manually to your devices. uh, yes, yes, yes, uh, yes. Uh, yes. And then once we reset and reconfigure your routers, then you need to observe the connection within 24 hours, right? Ah, you need to observe the connection. Yeah. All right, so do you want to proceed? Um, yes. Yes, it usually work mom. And also since you mentioned that you have a new modem. Uh, huh.
10:00
Speaker 1
You know, I called 'em a couple times. And they said, you do have an older modem, so we'll give you a new one. And I'm still having the same problems. So, it's like, it's the, you know, the only thing I can think of is it's the router. Okay, so that, okay, so are you saying that it no longer gets updates? My router doesn't? What when did they stop giving it updates? Do you know? So, it hasn't had updates since 2023? Okay, my next question is, do you, how old is my router? Did I get it in?
11:00
Speaker 2
and also I've been checking here, um, your modem was also an old one. There is no updated firmware for this anymore. So in the future, there might be some connectivity issue again with this router that you have, since it's already updated and no firmware updates. Yes, ma'am. Your router, it stops on 2023, ma'am. Yes.
11:00
Speaker 1
[KEEP_UNCERTAIN] 220 or 21. 2020. Okay. I don't... I'm not confident that this is not going to happen again. You know what I mean? I don't want to go through this and then... um so before I go through this drastic change and then we have to reconnect every device in our house, I think I might check into replacing it instead. There's a reason I say that. Yeah. Oh, okay. That that makes sense. Because I know we have [silence]
12:00
Speaker 2
let me double check here right you have this um on 2020 yes that's the best option that since your wi-fi or your router is a wi-fi five so every time your um internet service provider have a software updates this router though that you have will not cope to that updates anymore mm
12:00
Speaker 1
I have a Sony TV that doesn't do updates anymore and it's a nightmare. I mean, it's just it's a royal pain. So I don't want to keep this router if that's the issue. You know what I mean? So Yeah, I appreciate your honesty though. I'm glad you told me that. So, okay. So is there anything I can do to get it back from 2:20? Like, because I had I made it worse when I did your app thing. I guess maybe I could try scanning those channels again and see if it goes back? Mhm.
13:00
Speaker 2
Mm-hmm. [silence] Yes, I understand that. [silence] And the last option then is for you to unplug the main router and then wait for oh, I mean, you unplug all the routers and wait for 20 seconds before you plug it back in and you need to do it one at a time. Like, unplug them, first unplug all the routers, then once you plug it back in, you need to plug it.
13:00
Speaker 1
Okay. Yeah, I already did it once, but I didn't do the other ones either. So I'll try that route, but I'm probably just gonna um replace it. Okay, Okay, thank you so much for your help. Thank you, you too. Bye-bye.
14:00
Speaker 2
Check in first, the main router, next is the router closest to the main router. Hm, I see. So yes, you can try that one ma'am and observe the connection after all right and then you can contact us back. Hm. You're very much welcome, ma'am and have a good one. Bye for now.
14:00