V2 Rubric Detail — 592a567c-6e48-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 14:40
Duration
11m 41s
Contact
Samantha Walters
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134262
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: INTERMITTENT CONNECTIVITY.
⚠ 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.
⚠ Auto-Zero applied: Avoidance/Evasion — agent repeatedly deflected troubleshooting responsibility to the ISP, refused to engage with the Linksys device diagnostics, and avoided taking ownership despite clear customer need and unresolved issue.

V1 Rubric Scores

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

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-40.0)

V2 Grader Summary

The agent failed to perform basic troubleshooting, misrepresented the device as a passive switch, and evaded responsibility by redirecting the customer to the ISP without validating the issue on the Linksys equipment. No resolution, escalation, or ownership was demonstrated, resulting in a complete failure to address the intermittent speed problem.

V1 Case Analysis

Customer reports intermittent speeds on SE3008 V2 smart switch. Agent advised cable checks and direct ISP connection testing but did not perform router-level troubleshooting or offer escalation. Issue unresolved.

Troubleshooting Steps
  • Advised testing Ethernet cable integrity
  • Suggested connecting computer directly to ISP router for speed testing
  • Recommended contacting ISP for further assistance
Key Observations
  • Agent incorrectly described the SE3008 V2 as an 'unmanaged switch' and 'plug and play' device, contradicting KB guidance that it is a managed smart switch with firmware and support eligibility.
  • No basic troubleshooting (reboot, LED status, firmware check) was performed despite intermittent performance issues.
  • Agent repeated generic advice (direct connection test) without adapting to customer feedback that tests were already completed multiple times.
  • No escalation, warranty discussion, or follow-up path was offered despite persistent issue and customer seeking Linksys diagnostic support.
  • Call ended with incorrect closure, leaving the customer without a valid support path.
Positive Highlights
  • Collected correct model number (SE3008 V2) and serial number (F11907890) after clarification.
  • Confirmed ISP (Cox) and acknowledged their diagnostics.
Agent Errors / Gaps
  • Incorrectly characterized the SE3008 V2 as an 'unmanaged switch' and 'plug and play' device [10:00], directly contradicting KB guidance that it is a managed smart switch with firmware, configuration, and support eligibility.
  • Failed to perform basic troubleshooting steps (reboot, LED check, firmware verification) despite customer reporting intermittent speeds and seeking Linksys diagnostic support.
  • Repeated the same generic advice (direct connection test) without progressing troubleshooting after customer confirmed tests were already completed [08:00–10:00].
  • Did not acknowledge customer frustration or provide empathetic language.
  • Failed to offer escalation, warranty discussion, or follow-up despite unresolved issue and customer seeking Linksys support [10:00].
  • Incorrectly closed the call by stating no further Linksys support is needed, leaving the customer without a valid resolution path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the intermittent speed issue, failed to diagnose the Linksys device, and closed the interaction without achieving any resolution or valid escalation.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped essential troubleshooting steps (reboot, firmware check, WAN test via admin UI) and relied solely on directing customer to ISP without verifying symptoms on the device.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly treated the SE3008 as a plug-and-play switch with no diagnostic capability, failing to pursue appropriate path for potential hardware/software fault despite in-warranty status implications.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process followed; agent did not identify root cause, skipped key questions (firmware, LED status, admin access), and defaulted to ISP blame without evidence.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any diagnostic tools (e.g., router admin interface, speed test at modem, firmware check) despite their necessity for isolating the issue.
T3 Not Met No misinformation conf 95%
Agent inaccurately referred to the SE3008 as an 'unmanaged switch' and 'plug and play,' misrepresenting its capabilities and omitting standard diagnostic procedures.
Communication
C1 Not Met Clear & professional language conf 96%
Call featured long silences, no clear agenda, repetitive loops, and loss of control; agent failed to guide interaction effectively or maintain structure.
C2 Not Met Confirmed understanding conf 95%
Agent used vague, inconsistent terminology and failed to confirm understanding; did not adapt communication to customer’s technical level or clarify complex points.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent deflected responsibility to ISP instead of owning the case, avoided diagnosing the Linksys device, and made no attempt to resolve the reported issue.
O2 Not Met Proactive follow-through conf 96%
No specific next steps, timelines, or follow-up commitments were provided; only generic suggestions were repeated without actionable direction.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact with no prior history; no handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 96%
Escalation was warranted due to unresolved intermittent performance after ISP verification, but agent failed to escalate or even consider it.
E2 Not Met Escalation prep & handoff conf 95%
No escalation was executed, and agent did not initiate the process despite clear need; customer was left without a path forward.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
Agent showed no empathy, failed to acknowledge customer frustration or repeated efforts, and maintained a detached, procedural tone throughout.
X2 Not Met Tone & rapport conf 96%
Agent did not adapt to customer’s pace or emotional state; long silences and repetition caused disengagement and confusion.
X3 Not Met Overall experience conf 96%
Customer repeated information multiple times; agent created unnecessary effort by failing to use available data and adding no diagnostic value.
Call Transcript22 turns · 23 lines
Speaker 1
Plan technical support. Just a. He took out. How'd he feel about that? Cause he came. [silence]
00:00
Speaker 2
Welcome to Linksys Support. 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.Links.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please select from the following options. For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. To hear these options again, [silence] press eight. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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, press two. To hear these options again, press eight. Please remain on the line for assistance. Hi, thank you for calling. This is Reggie. How can I help you today? You don't have any an internet connection?
00:00
Speaker 1
Please type a name by which you'd like to be known. Kylie Sullivan. Spell your last name for me. Kylie with a K-Y-L-I-E, Sullivan with a S-U-L-L-I-V-A-N. Your address, is that the same address we have on file? Seven, seven, five, seven, seven, four, seven, five. seven, five, seven, three, one, three, four, four, six.
02:00
Speaker 2
What is the issue? Okay, but it is your first time calling us for support, ma'am? And are you calling from United States? Okay, so may I know your first name and last name? Samantha Rogers, so R O G E R S. And your callback number? And your email?
02:00
Speaker 1
It's S as in September, Walters, my last name at Sanair that's S as in September, A and is in Nancy. The word air, A-I-R, clean.com. sanair.com. Yes, ma'am. Just one. Yes. one, three R's and Robert two
03:00
Speaker 2
okay sanear.com okay swalters at walters at san san airclean.com and how many link this router do you have Samantha can you please provide the serial number
03:00
Speaker 1
F as in frank 1 19, 07890. I have S-E 3008 V2. Uh.
04:00
Speaker 2
Okay. So thank you for that. So let me just confirm the model number of your Linksys router. Is it S E 3008? And who is your internet service provider, Samantha? Well, did you try to check your main router regarding of the issue because this device is just function as plug-and-play. So try also to verify if you have the connection on your main router. Cause sometimes the problem is on your ISP configuration needs to be changed on their end. So why I suggest if you could contact your ISP so that they could assist you further on this matter. You could also send me a connection data indication through your router. So I would be able to get the MAC address and DHCP server address of your device. So could you assist me in getting it. Please stay on the line so I could assist you further with this matter. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
04:00
Speaker 1
right. i did you said it a different a cable so i've already contacted i've already contacted Coff they've done a diagnostic they said everything checked out on their end so but they you know they can't check linkship so they they recommended me to call you guys to do a test as well. so. yeah I do.
05:00
Speaker 2
[silence] Or you can also try to use a different Ethernet cable. [silence] Yeah, you can try to use the Ethernet cable. Try to check if your main router is working. [silence] But do you have a computer or a laptop that you can use to wire directly to the modem into this Linksys router for an isolation? [silence] Yeah, you can try to wire it. [silence]
05:00
Speaker 1
it is wired,
06:00
Speaker 2
Can you describe your setup topology?
06:00
Speaker 1
all next to it. Yeah. So we've done it on the Cox business. And the speed check it was giving, we've already done that though. for Cox. For Cox, right? Right. We've already done that.
07:00
Speaker 2
so modem and then the main router from cock and then your link_sys device, okay? can we plug a device directly to the main router from cock and do a speed check? but you need to do it also you know, but did you try to do it in your end? yeah, but we just try to wired the device directly to your main router and do speed check, yeah, router, wired the computer directly, yeah, to your main router from cock.
07:00
Speaker 1
Yes. Yes. We have a ethernet running to the main router with Cox and we, we done, and did a speedcheck and it was given, in the speedcheck results showed, we, we'll give you the most recent one that we've done. It was download speed at 313.44 which that's not bad, but the upload speed is giving 2.43. And then, but it, and it's intermittent. Right. And the upload speed is
08:00
Speaker 2
And then did you do speed chart? Okay, so right, [silence] But right now, when you tried to wire a device directly to your main router, so you've got 313.44 Mbps for the download speed. Okay, can we try can you please try to do it three times?
08:00
Speaker 1
We've done it about 10 times, ma'am. It's, it's, it's intermittent. it'll jump from two six. It'll do. So, at it's okay. So, we did one at 9:16 in the morning this morning. It was the download speed was 384.45 and the upload was 26.26. And then we ran it again. Then it did 431 download speed and 32 upload speed. And then we did it again. And then it jumped all the way down to 12.83 download speed and upload is 0.75. So, it's, it's intermittent. It'll go in and out constantly. Yes. Correct.
09:00
Speaker 2
to like reset it or boot it for a couple of times or whatever, you might is is it wired directly to the main router? So is it actually your main router is from Cox, right? So if you're having an intermittent issue with your main router, so you really need to... (silence) Is it wired directly to the main router? (silence)
09:00
Speaker 1
I've already called cops. They've done a diagnostic test, they ran everything and they said that it was shown 500 for the download speed on their end. But, since we have a link sys, they can't they couldn't, you know, they they can't connect, they can't do a test on that piece of equipment, they only can do their piece of equipment. So their equipment checks out, everything was fine. I need to that's why I'm asking you, can you do a diagnostic on ours to see what it's reading because it there's an issue. in reset it. Right, we, we've already done that. We've already done that. So, are you able to run a diagnostic test on the on the modem or not?
10:00
Speaker 2
to call Cox for this one. [silence] Okay, how about this one? Unplug your Linksys router and then plug your computer directly to the main router. No, no need. Unplug that one and set aside it. [silence] Yeah, because as what I mentioned earlier, sounda, this Linksys device is just function as plug and play.
10:00
Speaker 1
Oh, you can. So you can't. There's no way for you for you guys to do like a. Oh What?
11:00
Speaker 2
So we can because this is an unmanaged switch. This is an unmanaged switch. It functions plug and play, so it might work. So you need to check your ethernet cable, check your main router if they're both working. So even though Cox did the diagnostics in there and you need also to do the process physically, which means to wire a computer directly to your main router and do a speed test. To verify if it's working now since Cox did it.
11:00