V2 Rubric Detail — 54e7463a-69b4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 18:51
Duration
8m 51s
Contact
Luis Ramirez
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eric Marbella
HappyFox Case
#TE00133591
Support Country
Other / Unmapped
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

Resolution1.00/5
Accuracy1.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall51.2% (+23.2)

V2 Grader Summary

The agent demonstrated strong ownership and communication by scheduling a follow-up and setting clear next steps, but failed to perform any actual troubleshooting during the call. No diagnostic tools were used, no immediate steps were taken, and the issue remained unresolved. While the deferral approach may be practical, it does not meet the standard for meaningful progress under R2 or resolution under R1.

V1 Case Analysis

Customer reports slow wireless performance on MX6200 mesh (3 nodes). Agent confirmed model but performed no troubleshooting, provided incorrect support URL (support.netis.com), and scheduled follow-up for 2:30 PM EST tomorrow. Issue remains unresolved.

Troubleshooting Steps
  • Verified product model (MX6200).
  • Asked about wired connection status (no confirmation or testing performed).
  • Discussed potential causes (node placement, home topology).
Key Observations
  • No actual troubleshooting steps were executed (e.g., speed test, reboot, LED check) despite available time for discussion.
  • Agent provided incorrect support URL (support.netis.com) — violates KB accuracy requirements.
  • Failed to collect serial number or discuss warranty/support eligibility, missing critical protocol steps.
  • Customer expressed time constraints (10-minute meeting), but agent proceeded with non-urgent requests (floor plan discussion).
  • Call ended with only a scheduled callback and no immediate resolution or self-help guidance.
Positive Highlights
  • Maintained polite and professional tone throughout the call.
  • Accurately confirmed customer's email address (lram072@outlook.com) after correction.
  • Acknowledged customer's time constraints and agreed to reschedule appropriately.
  • Correctly identified the product as a Velop mesh system with multiple nodes.
Agent Errors / Gaps
  • Provided incorrect support website URL (support.netis.com) instead of support.linksys.com.
  • Did not perform any concrete troubleshooting steps (e.g., speed test, reboot, node LED check) despite having time to discuss.
  • Failed to collect serial number or verify warranty status — missing required protocol steps for a troubleshooting call.
  • Misused call time by discussing floor plan requirements and future troubleshooting plans instead of executing immediate, low-effort fixes.
  • Did not verify wired connection performance or WAN speed before proposing solutions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No troubleshooting was performed and the issue was not resolved; the agent scheduled a future call instead of achieving any resolution during the interaction.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked only basic questions (wired vs wireless, presence of computer) but skipped essential diagnostics like speed tests, router dashboard checks, or rebooting nodes — no meaningful advancement toward resolution.
R3 Partially Met Correct resolution path conf 92%
Scheduling a follow-up can be appropriate for complex topology issues, but the agent did not attempt any immediate troubleshooting steps that could have been done (e.g., checking firmware, rebooting, or reviewing placement), nor explained why deferral was necessary.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified the symptom (slow wireless) and asked about wired performance, but failed to ask targeted questions about node placement, interference, or recent changes — root cause analysis was not pursued.
T2 Not Met Appropriate tools / resources used conf 96%
No tools were used or recommended — no mention of accessing http://192.168.1.1, running a speed test at fast.com, checking node LEDs, or reviewing dashboard metrics — despite these being standard for diagnosing speed issues.
T3 Partially Met No misinformation conf 90%
Agent correctly noted that node placement and home construction affect performance, but made vague analogies (e.g., 'child nodes are like wireless laptops') without actionable technical guidance or reference to specific best practices from KB.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent set expectations and maintained control by scheduling a follow-up, but the call included awkward silences, repetitive email confirmation, and lacked a clear troubleshooting framework, reducing efficiency.
C2 Met Confirmed understanding conf 94%
Agent used accessible language, confirmed understanding (e.g., spelling out email), and adapted to customer’s time constraints with polite, clear communication.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took ownership by committing to a callback, sending an email, and not transferring the case — demonstrated responsibility for resolution.
O2 Met Proactive follow-through conf 96%
Provided a specific next step (email with topology request) and a concrete time (2:30 p.m. ET) for the next contact — clear and realistic timeline.
O3 Met Closure confirmation conf 93%
Referenced existing case details (three MX6200 nodes, low wireless speed) without re-asking confirmed information — maintained continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — the issue was within L1 scope and could have been partially addressed immediately.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed appreciation for customer’s time, remained courteous despite time pressure, and used empathetic phrasing like 'I know you're busy'.
X2 Met Tone & rapport conf 93%
Matched customer’s pace, acknowledged scheduling constraints, and checked comprehension by spelling out the email address.
X3 Partially Met Overall experience conf 89%
Reduced future effort by offering email coordination, but increased immediate burden by requiring customer to draw a floor plan and wait until tomorrow — missed opportunity for quick-win troubleshooting now.
Call Transcript12 turns · 15 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hello, this is Eric from Linksys customer assurance team. May I speak with Louisa? Hello., hello, this is Eric from Linksys customer assurance team. May I speak with Louisa Mirez?. Hello, thank you for answering my call and can you hear me okay on the line? Thank you. By the way, this call is recorded for quality assurance purposes. Uh Louisa, I'm here to do follow-up regarding the case is that. uh, yes, Louise. Uh, thank you, okay. So, uh, before I proceed, uh, let me just, uh, verify the information. So, you have three nodes of MX 6200 and the issue is low wireless internet connection. Okay. How about the wired connection? Are they working fine if you have a wired devices connected? Okay, thank you. But, if I may ask, do you have a computer?
00:00
Speaker 2
yeah, I guess, uh, yes, I, I'm here. okay. The only device that I have connected is the, uh,
01:00
Speaker 1
[KEEP_UNCERTAIN] That has a Landport, that we can use for isolation and troubleshooting no, okay. [silence] So thank you for confirming. Uh I will set your expectations about slow wireless Internet connection, okay? [silence] Because that's actually a a common issue that we're working with here. And it might be due to the software or hardware or or combination of software hardware, either on the parent node or on the child nodes. Okay, especially if your devices will be connecting to one of the child [silence] notes. Okay. [silence] Or the probable causes of that one is it might be caused by the actual home topology, especially the composition of the actual walls and floors of the house. And of course, the placement of the child notes, because we have what we call like optimization, like we need to make sure that the child notes are properly placed
02:00
Speaker 2
I do not. I do not. Okay.
02:00
Speaker 1
and its optimal position because the child nodes are actually similar to a wireless laptop. If you put the child nodes too far from a source, then of course, it will be getting a weak signal and the result will become it will relay a lower bandwidth of internet. Okay? Especially for the connected clients to that particular child node. So, our troubleshooting plan here is first, we need to make sure that we can check the integrity of your parent node. Checking the integrity meaning, we may need to have a small downtime on your network because we're going to turn off all your child nodes, just to ensure that we are getting proper connectivity on the parent node. Then, we will properly draw your topology, draw in the manner that I know that it's already properly placed on your network, but we need to know all[Silence] On which location you put your child node if you're on a one story house or two story house, okay? Because we need to consider the walls and floors in between. signal meter. Okay, so we're going to put your laptop on the location of where the child node is placed. And we're going to check its signal. Okay, if it's getting the right signal. Oh, I say, what will be the best time tomorrow so that we can do it together? Okay, because I know you have a 10 minute meeting, but I usually have this resolved with a proper coordination with my customer. Okay, because if it's okay with you, since we're going to do it tomorrow, okay, I'll send you an email so that it will be a lot easier and faster for us. Because I know you're busy and you may need to send me an email, hey, Eric, there's a change of schedule. Then I'll be notified. Okay, and at the same time, I can also ask for you, uh, it it is not compulsory. Okay, but it really helps with my other cases, especially intermittent. Just like, do you have like a friend? [silence]
03:00
Speaker 2
Oh, I don't have time to do all that right now. I have to run to a meeting in 10 minutes. Can we do this tomorrow? Okay. Okay. Okay.
05:00
Speaker 1
Floor plan, because it will be a great way for us to, like, properly place the nodes. It's okay. If you don't have that, which is common, you can just have a freehand, okay? And just an estimate, like, by the way, how many floors you have in your house? Okay, thank you. So, if you have three story house, then, you can just do, like, a freehand, okay? So that I'll know where's the parent node placed, and where are the child nodes. And don't worry, once we do the proper checking, we can properly relocate the child nodes to optimize their connectivity, okay? So, Louise, I really appreciate your time. I know you have a meeting within 10 minutes from now. Um, let me just double check your email. So, I have here on the email, it's Iram 072outlook.com, am I correct? Sounds right. Okay, thank you for the correction. Okay, so let me do a phonetics.
06:00
Speaker 2
I don't have a floor plan. No, I don't. Three. L ram L not I L.
06:00
Speaker 1
real quick that's L for Lima R for Romeo A for alpha m for Mike 072 at Outlook.com thank you for confirming so Luis I'll be composing an email for you. Then once you receive that then you may then able to provide me feedback okay. Like on the freehand of the topology so that by tomorrow. By the way what time tomorrow I'll be contacting you. 1:00 are you in Eastern time correct. Okay wait for a few seconds let me just align it with my shift okay. 1:00 a.m. 1:00 p.m. Eastern. Um is 2:30 p.m. your time okay with you? Okay thank you for your cooperation. Okay so I'll be contacting you 2:30 p.m. your time Eastern time tomorrow Luis okay.
07:00
Speaker 2
[silence] Correct. Eastern, Eastern, yeah. Uh, yeah, I guess we can do that too.
07:00
Speaker 1
Thank you so much. And would there be anything else, aside from your main concern? Okay, so my name again is Eric. You're level two technician. And our website is support.netis.com. Have a great day to you. Louise. And goodbye for now. You're welcome. Bye-bye. Louise, I believe we're still connected to the line if you forgot to end the call. Okay. So goodbye for now again. You too. Bye. Bye.
08:00
Speaker 2
OK. No, that's good. That's good for now. Thank you so much. Bye. So 2002. So there's not a. There you go. All right. Have a good one. Bye.
08:00