V2 Rubric Detail — 58708a0e-6028-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 15:16
Duration
42m 23s
Contact
Marta Azmy Yousef
Issue Type
Internet/WAN Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132250
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: INTERMITTENT CONNECTIVITY.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall47.4% (+7.4)

V2 Grader Summary

The agent conducted basic ISP-side diagnostics and correctly advised contacting the ISP due to subpar speeds, but failed to perform essential router-side checks for the SPNM60 model. The interaction lacked empathy, clear communication, and effort reduction, leaving the customer with unresolved Wi-Fi issues despite valid troubleshooting steps. No escalation was needed, but full resolution was not achieved.

V1 Case Analysis

Customer has no Wi‑Fi connectivity on SPNMX55 router; Ethernet works. Agent ran modem speed test and ping, advised to contact Community Fiber ISP, ticket #132250 created.

Troubleshooting Steps
  • Power‑cycled modem and router
  • Ran three speed tests directly on the modem
  • Performed ping tests to 192.168.1.1 and google.com
Key Observations
  • Agent mis‑identified the router model as "SPNEX 55".
  • Repeated requests for name/email caused confusion and wasted time.
  • No router admin page access, reset, or LED‑specific troubleshooting was performed.
  • Agent concluded the problem was ISP‑related without confirming the router’s WAN status.
Positive Highlights
  • Agent remained polite and provided a ticket number for internal tracking.
Agent Errors / Gaps
  • Failed to verify router WAN connection or access the admin UI.
  • Skipped the standard SPNMX reset/pairing procedure.
  • Provided inaccurate LED meaning (solid blue = working).
  • Spent excessive time on speed‑test loops without advancing the diagnosis.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent advised customer to contact ISP without resolving the issue or confirming the router was functioning correctly; no resolution was achieved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent performed modem speed tests and ping commands but skipped key router-side diagnostics like checking WAN status in admin UI or verifying DHCP settings.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified ISP/modem as likely source of issue based on low speeds, but did not fully rule out router configuration problems before directing to ISP.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (no internet via Wi-Fi, works via Ethernet) and conducted speed tests, but failed to ask about router LED behavior or WAN connection status.
T2 Partially Met Appropriate tools / resources used conf 85%
Used speedtest.net and ping appropriately, but did not access router admin interface (e.g., http://myrouter.info) which is critical for diagnosing SPNM series.
T3 Met No misinformation conf 95%
All technical instructions (reboot sequence, speed test, ping 8.8.8.8) were accurate and aligned with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow but had long silences, misnamed customer (Walter), and failed to set clear expectations or summarize findings.
C2 Partially Met Confirmed understanding conf 80%
Used technical terms without simplification; did not confirm understanding during complex steps like command prompt usage.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting, provided ticket number, and did not transfer or abandon.
O2 Partially Met Proactive follow-through conf 85%
Provided next step (contact ISP) and ticket number, but no timeline or follow-up plan was established.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was appropriately scoped to ISP support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
No acknowledgment of customer frustration; no empathy expressed despite repeated efforts and expressed urgency.
X2 Not Met Tone & rapport conf 90%
Maintained rigid technical tone throughout; did not adapt to customer’s confusion or emotional state.
X3 Not Met Overall experience conf 90%
Customer repeated personal info multiple times; performed three full speed tests and complex command-line tasks without streamlining.
Call Transcript60 turns · 69 lines
Speaker 1
Yeah, hi, so I I think my router is broken that the link sys, uh, cause I've tried all the, you know, like the AI um steps, I follow them all, but I still that got nothing internet, but the good news is that the the Ethernet cable, when I put it in my laptop, the internet works, so it's definitely the root. I mean, I don't know how you call it, but the tower, you know, the white tower. Hello? [silence] So I've tried to switch it on and off. I reset it. I changed the cable. Um but I'd like to just a it connects.
00:00
Speaker 2
Welcome to linksys support. To ensure quality service. Your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling linksys. This is regineth, how can I help you today? Okay, so let me just confirm, mom, what do you mean for a broken? Is it a hardware issue?
00:00
Speaker 1
b = [ silence ] But it there's no internet. When I, you know, I try with every device, so the laptop, the ipad, iphone There's just no internet. Yes, yes. It is the first time. Yeah, sure. It is my, I have my first name and my last name. Should I spell it for you? No. My first name is Marta. [ silence ] No, M-A-R-T-A, no H. [ silence ] Uh, yeah, should I spell it? [ silence ] Hello? Oh yeah, yeah. [ silence ] Uh e SO it's uh Azmi, so A-Z-M for Mother, Y for York. And then it is double surname. [ silence ]
01:00
Speaker 2
okay. No internet connection at all. But is this your first time calling us for support? may I know your first name and last name, ma'am? can you spell it for me? Your first name, Shaw, S-H-A-W. M-A-R-T-H-A. martha. Okay. and your last name? yes, please. [silence] yes, please. [silence]
01:00
Speaker 1
Second part of your first name, sugar. Yeah? Correct. Yes. Uh, 07720. five, three, eight, two, seven, eight. It's Marta, my first name, dot Asni, the first part of my surname, uh, at yahoo.it. Sure. It's Marta, M-A-R-T-A dot A-Z-M for mother, Y for york, at Yahoo, which is Y-A-H double O that's it. Sorry. Uh, dot I-T. So, I for India, T for Tango.
02:00
Speaker 2
Okay, so Martha. Your last name is Asmi Youssef. Two words. And your callback number is... Mm-hmm. And your email. Can you spell it for me, please?
02:00
Speaker 1
correct? yeah. Male: just one Yeah. Taryn times five six B one zero M for mother two nine C for Charlie zero eight four double eight. Yeah. Yeah. Correct. Correct. Yeah Correct. Yeah.
03:00
Speaker 2
Okay, so Marta.asmi at Yahoo dot IT. And how many Linksys devices do you have, Marta? can you please provide the serial number? [silence] Okay, so 56B4 boy one zero, M for Michael, 29C for Charlie, zero eight 488. Okay, so the model number of your Linksys router is SPNEX 55. And your Internet service provider.
03:00
Speaker 1
Yes. Yes, correct. It was provided by, community fiber. So it's blue, but it goes to red cycling blue to red again and then blue to red, then yeah, on and off. At the minute is blue. So let's do, yes. Yeah, but then if you wait a little longer then it's gonna go red. Like when I pull it up. Sorry. It's plugged directly with two cables. One is the, yeah the electricity cable and the other one is the ethernet cable to the router. yes. One to the electricity, one to the plug and then the other one.
04:00
Speaker 2
Is Comcast your provider is community fiber, right? And where did you purchase your Linksys router? Is it provided by your ISP? And what is the current light indicator of your Linksys router, Marta? How about now? It says solid blue. Okay, which means it's working. Is it plugged in direct. Is it plugged in directly to the wall outlet?
04:00
Speaker 1
connected to the router. Yes. I did. Yeah, I did already with all of them. I did with the I pad, I did with the iPhone, I did with everything. So they like the internet, the iPad is not working at all. On my phone sometimes it's working, sometimes it doesn't just on Wi-Fi. The only way that it actually works is if I take the Ethernet out of the tower and I put it on my laptop directly. So there is internet, but that's the issue is with the the the links.
05:00
Speaker 2
then can you try to connect your other devices, ever reconnect to the Linksys network
05:00
Speaker 1
(sighs) Hmm. Yeah, now it's red. Solid red. Hello? Yeah. (sighs)
06:00
Speaker 2
OK. now the light indicator of the router turns to solid red. OK. let's proceed. OK. can you please reboot the modem? scary unplug the power adapter of your modem and then wait for about 30 seconds to 1 minute to plug the power back.
06:00
Speaker 1
I have done all of it. I've unplugged everything. I've unplugged on the cable. I re plug on the cable. I waited 30 second then I waited three minutes then I unplugged from the socket. I've done everything. Everything that the AI told me to do. I have done it. So everything is already been done. The reason why I'm calling you is because all the test that I already done did not work. Otherwise, I wouldn't have called you. Yes. Yes, I did. Yes. Just so you know, I've done that stuff already and the internet does work when I put the I could have cable directly into my laptop. But that is why I'm calling you because there is internet, but the issue.
07:00
Speaker 2
Okay. So, before we proceed, do you have a computer or a laptop that we can use to wire directly to the modem, Marta? Okay. Can you please wire your computer directly to the modem? [silence] Okay, can we check if you can access the internet? Okay, can you please open a browser and run a speed test? Access speedtest.net. Open a browser, then access speedtest.net. S-P-E-E-D-S-D dot net.
07:00
Speaker 1
yeah, it's still I clicked allow I think check in my credentials okay
10:00
Speaker 2
and then generally run a speed test 3 times, please.
10:00
Speaker 1
I got it. Go ahead and do it again. You said safety warning. I'm actually involving viruses. It's sending me to a McAfee and privacy protection page. Hey. Go ahead. Speed. All right, I got you.
11:00
Speaker 2
No speed test.com. Speed test.com. Yes. S P E E D test.com. [silence]
11:00
Speaker 1
if i understood should i do go? yeah guys going okay shall shall i read it for you? [silence] So it says download, 146.52 and then upload. It says 474.47 upload. It's 474.47. And then download, it's 146.52. Yes. Correct. Yes. Yes, correct. do it again? Yes. Three times. Yeah, okay.
12:00
Speaker 2
Yes please. 47.47 Well 146.52 for the download speed and then 474.47 for the upload speed. So 146 Mbps Okay can we try to do it again? Yes for a second time. Since we need to run the speed test three times.
13:00
Speaker 1
Yes. Correct. Yes. Shall I run it one more time? There you go. [silence] It's a window. It's a Dell. I do Apple with devices, but
15:00
Speaker 2
Okay, so 227.91 Mbps for the download, and then 748.98 Mbps for the upload. Yes. And is it the Windows or Mac laptop, Martha?
15:00
Speaker 1
Okay.
17:00
Speaker 2
Let's do a speed test.
17:00
Speaker 1
all right shall i back in and then we'll wait three minutes yeah Ah one minute okay yeah yes all right so let me just do that so I'll wait for all the lights to get on first and then I'll put the modem on right okay yes okay so I'll just leave the modem
18:00
Speaker 2
no 30 seconds up to one minute. Then after that plug the router first from linksys wait for the light to start showing up before to proceed plugging in the modem. Yes. So, unplug the router for the meantime since we're currently testing the modem. So you may now proceed to plug the power back of the modem. And let's check if there is an improvement with the speed that you're getting from it.
18:00
Speaker 1
to them on and not the router basically. Oh, yeah, yeah. All right. All the lights are on. Yeah. Yeah. And then Sure. Let's do that.
19:00
Speaker 2
Yes, please. Okay, then wired your computer directly to the modem and then run a speed test three times. Same thing as what you did earlier.
19:00
Speaker 1
Oh, sorry. I actually just checked. I have my contract. It's 1,000. Mbps fiber broadband. Yeah, because I think I started at 500, but then I upgraded it to 1,000. Yeah. Yeah. Yeah. Yeah. So basically what happened is [silence]
20:00
Speaker 2
Okay. Yeah, but earlier we just got 146 to 200 in BPS. So you, if your subscription is 1,000 in BPS, so it's too far. Let's just try to power cycle the modem and let's check if there's an improvement.
20:00
Speaker 1
Basically, the first test, it's now 367.45 MBPS for download. Sorry, three six seven point 45 MBPS for download. And for upload, it's 914.99 MBPS. And I'm going to run it again. Yes, yes. I'm doing a second test now.
21:00
Speaker 2
[silence] 300. [silence] So you are paying monthly for 1 gigabyte per second. Okay, after this one. Okay, yeah. Just try to do it again.
21:00
Speaker 1
for the second one is for download 204.25 and BPS and then for upload it's 760.83 and BPS. Let me run the third time. All right, so this time we have for download 314 point 14 and beep for us. And then for upload, it's 700.4 yesterday. Yeah. Oh, yeah, I will. Yeah, I face it.
22:00
Speaker 2
OK. So, can you pleaseopen e command prompt, Martha? Command prompt. So, go back to the main page of your computer. And then on the search bar, kindlysearch CMD or command prompt. Charlie, mic delta or command prompt. And then you will route you to a black screen. [silence]
23:00
Speaker 1
B I N G space. oh, with the P for Papa? so it's it's done and then space. so it's ping and then space. yeah yeah one nine can you go slow with the numbers? 192 dot dot one dot one, all right.
24:00
Speaker 2
can we enter this one? or type ping, P I N G space ping, yeah, P for Paul, I for India, N for November, G for George, 192.168 dot 1 dot 1. So you need to type ping space 192.168 dot 1. dot 1. Then press enter. 168 dot 1 dot 1. And then enter so that you can ping it.
24:00
Speaker 1
It says pinging 192.168.1.11 and then he said with 32 bytes of data. And then it says request timeouts and he keeps repeating request. timed out three times. Then he said ping statistics for that IP address and he says packets sent 4, received 0, lost 4, 100% lost. And then ping statistics. It says for 192.168.1.1. It says packets sent 4, received 0, lost 4. And then he says in bracket, 100% loss.
25:00
Speaker 2
Continuously and let me know once there is no, if there is a disconnection. Purchase request time out
25:00
Speaker 1
Mm. Say that again, sorry. Sorry, what do you want me to do? The result is sent four, receives zero, lost four. And then it says 100% loss. That's the result. Send four, lost four. Yeah. Yeah.
26:00
Speaker 2
there is a media disconnection timeout can you please indicate the provider result? the result received? zero okay, so received? zero, sent? four, lost? four.
26:00
Speaker 1
Should I put www.google.com and then enter? It says, "is not recognized as an internal or external command operable program or batch file." [silence] 8.8.8.8 [silence] 8.8. same thing. It says "is not recognized as an internal or external command operable program or batch file and?" [silence] Okay. So, what do we do?
27:00
Speaker 2
Okay, can we try to ping? [silence] www. google.com.Yes. [silence] how about 8.8.8.8?
27:00
Speaker 1
Not recognized as an internal or external command, operable program or batch file. Oh, wait, so if I put ping before Google.com, it says with 32 bytes of data. And then it says reply, and then it says sent four, received four, lost zero. And then it said approximate roundtrip times in milliseconds, minimum zero ms, maximum 15 ms, average 5 ms. yeah yeah yeah yeah yeah yeah yeah yeah yeah yeah forge dash shh t for time yeah okay
28:00
Speaker 2
Okay, now, let's. Okay, now, can you please enter this one? The word ping, yeah, P-I-N-G space face space Google space dash C for Tom,
29:00
Speaker 1
So, um, I'm still trying the TAT, but it's not working. It says ping request could not find host Google. Please check the name and try again.
30:00
Speaker 2
As for the request time display, is it in place or active? Yeah, so let me just verify something and have recourse. Is in my end? despair. Yeah, [silence] Is in my end? despair. Okay.
30:00
Speaker 1
Hello. It says C colon users slash admin and then the triangle symbol which I don't know what it's yeah yeah yeah yeah. Google. So double or just Google.com.
33:00
Speaker 2
And then you can see there C column right slash window something like that Yeah and then next to that Enter the word ping p i n g And then space Google Google Dot Com Yeah google.com and then another space. Now, another space dash. The dash icon. Then letter T for Tom. Then press enter. Yes. OK, sorry to interrupt you, Martha. It's currently pinging. OK, so keep on observing it for about two to three minutes. And let me know once it
33:00
Speaker 1
Okay. Once he goes to request time out.
35:00
Speaker 2
Yes.
35:00
Speaker 1
it still going he hasn't timed out Hello. Yeah, not at all. There hasn't been. No, yeah.
37:00
Speaker 2
Europe. Has he tried to observe if there is a request timeout response, Martha? So, it hasn't been right? Okay. Now I would like to set an expectation that there is no expected timeout response.
39:00
Speaker 1
Yeah. yeah, yeah, yeah, but, yeah, but this is, thank you, I will definitely do that, but this is not solving the issue of why less, like, Wi-Fi, that I also have other devices that can connect the cable to, like, my iPhone, my daughter's iPad, my other iPad. So, how do I solve that issue, which is why I called you today? [silence]
40:00
Speaker 2
After checking on my end, when we ran a speed test with the computer connected directly to the modem, it showed that you are not getting the exact or the expected download speed considering that you're paying for one gigabit internet plan from your provider. So you really need to call your community fiber.
40:00
Speaker 1
All right, so you're saying that because of the internet that it's not fast enough, then that's the reason why the link that ... Yeah, okay. All right. All right. And yeah, no, no, sorry, sorry. Finish please. Yeah, okay. Let me know when you're ready. I'm going to take a note of, of the ticket number.
41:00
Speaker 2
So, if you're having trouble with the modem itself, so your Linksys router will going to be affected with the issue, including the device connected to your Linksys network. yes. Exactly. So that's why we need to test the modem first, before we proceed to fix the issue getting from our Linksys router. So, you really need to call to your internet service provider, which is the community Fiber to raise the issue. And after that, I will provide your ticket number, Martha, so that the next technician can quickly access your information while you're going to call us back. It's 132250.
41:00
Speaker 1
1132. Yeah. 250, perfect. Thank you. Amazing, you too. Take care, bye. [silence]
42:00
Speaker 2
Yes 13, 2250 Exactly. So thank you for your time, Walter. Don't hesitate to call us back if you need further assistance and have a great day. Take care. Bye.
42:00