V2 Rubric Detail — 5c98fa6c-7a3b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 19:38
Duration
12m 59s
Contact
818-281-8245
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication1.25/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall11.7% (-44.3)

V2 Grader Summary

The agent did not resolve the slow‑speed problem and provided only a product‑upgrade suggestion without proper troubleshooting, accurate technical information, or empathy. No escalation or clear follow‑up was offered, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports slow Wi-Fi speeds (50 Mbps incoming vs expected 100 Mbps). Serial number provided (32X10C6A903721), but model not confirmed. Agent incorrectly stated EA7200 is unsupported due to Wi-Fi 5 and Spectrum's 2025 update. No troubleshooting steps performed. Recommended purchasing MX6200 without validation. Issue unresolved.

Troubleshooting Steps
  • Asked customer to check the Ethernet cable between modem and router (black, no visible labeling).
  • Assumed router model was EA7200 based on agent knowledge, not customer confirmation.
Key Observations
  • Agent never confirmed the actual router model despite having the serial number.
  • No structured troubleshooting was performed for a speed-performance issue.
  • Agent provided factually incorrect information: there is no evidence that Spectrum blocks Wi-Fi 5 routers as of 2025, and firmware age alone does not justify hardware replacement without testing.
  • Agent recommended hardware replacement as the primary solution without establishing that the router is the bottleneck.
  • Communication was fragmented and lacked clarity, with poor audio quality and disjointed phrasing.
Positive Highlights
  • Agent asked about the Ethernet cable between modem and router, showing some awareness of physical layer checks.
  • Agent attempted to set expectations about router capabilities, though the reasoning was flawed.
Agent Errors / Gaps
  • Failed to collect or verify the router model number before giving advice.
  • Provided no systematic troubleshooting for a speed-performance issue (no speed tests, no firmware check, no band configuration).
  • Gave factually incorrect technical advice: claimed Spectrum updated its system in August 2025 to block Wi-Fi 5 routers, which is not supported by any KB or industry knowledge.
  • Suggested purchasing a new router as the solution without confirming the existing unit is the cause of the speed issue.
  • Did not guide the customer to check or configure the 5 GHz band as requested by Spectrum.
  • Communication was unclear and difficult to follow, with poor phrasing and audio quality.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent suggested purchasing a new MX6200 router without resolving the slow speed issue on the existing EA7200; no troubleshooting fix was implemented or confirmed.
R2 Not Met Diagnostic thoroughness conf 90%
Agent only asked about the Ethernet cable label and mentioned firmware age, without systematic steps like speed tests, Wi‑Fi settings checks, or placement advice.
R3 Partially Met Correct resolution path conf 85%
Agent identified the router as an old EA7200 and recommended upgrading to an MX series, but did not verify the model or explore other troubleshooting options.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent recognized the symptom (slow speed) but did not ask for speed test results, device placement, or detailed router configuration to pinpoint a root cause.
T2 Not Met Appropriate tools / resources used conf 90%
No diagnostic tools (remote session, admin UI, speed‑test guidance) were used; the agent relied solely on verbal questions.
T3 Not Met No misinformation conf 90%
Agent claimed Spectrum had cut off Wi‑Fi 5 routers and that Linksys stopped supporting them, which is inaccurate.
Communication
C1 Not Met Clear & professional language conf 85%
The call contained long silences, minimal framing, and the agent did not keep the conversation on track or manage transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical product names (EA7200, MX6200) without confirming the customer's understanding or simplifying language.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent did not take ownership of the issue; instead, they simply suggested purchasing a new router and ended the call.
O2 Partially Met Proactive follow-through conf 75%
Agent gave a next step (consider buying an MX6200) but provided no timeline, no follow‑up commitment, and no concrete action plan.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted for this issue.
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%
Agent never expressed empathy or acknowledged the customer's frustration about slow speeds.
X2 Not Met Tone & rapport conf 85%
Agent maintained a flat, technical tone and did not adjust to the customer's pace or check comprehension.
X3 Not Met Overall experience conf 90%
Customer was asked to inspect the Ethernet cable and repeat information; the agent did not reduce effort or handle steps on behalf of the customer.
Call Transcript15 turns · 16 lines
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. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
[silence] This message has been transcribed. One moment, while I notify the caller.
05:00
Speaker 2
Thank you for calling Linksys. This is Al. How can I help? Hello? [silence]
05:00
Speaker 1
Hello. I'm sorry, I didn't hear you? Okay. Okay. This is. Yes. We were trying to, our speed on our router was quite slow and I called Spectrum and they said to call Linksys so you can log into the router and they said the 5G customized like the 2G network is.
06:00
Speaker 2
Hello, this is from links it high yeah from how can help us sorry can hear clearly i can hear you okay this is links is technical support yes how can help us
06:00
Speaker 1
They wanted to, if you could log into our router and make sure that five G is customized like the two G network is. Okay. That's okay, forget. Yeah, that's okay. That's okay, forget it, okay. Okay, sure. Okay. Let's see, the serial number is three, two, X, 1 0 C 6 a nine zero three, seven two one. [silence]
07:00
Speaker 2
Sorry. Customize the five gigahertz. Well, as for remote login ma'am, we are actually not allowed to remote access the router, sir. [silence] But I can assist you with the, I can walk you through with the process, if you want. Okay. Um, but I actually need information first regarding the router so at least I know what router that you have. Can you have the serial number? Thank you so much, sending just a moment.
07:00
Speaker 1
Correct. Correct. Uh-huh. It's $90 a month. Oh, no idea. No idea. She had, when I called Spectrum, she had me like load stuff and everything, and she said the outgoing was good, but the ingoing was only at 50. [silence] I'm sorry? Yeah, she's just the incoming speed was 50 and it should be around 100. She said the outgoing was good. If it's like, right? [silence]
08:00
Speaker 2
Ingoing, is that on the Linksys router? They're referring. Ingoing. Okay. can you double check for me, Mama, if you can check the cable that is connected between your modem from spectrum and then the Linksys router? Can you check if you can see if there is any label like if it's cat 5 or cat 5e? If the cable between the modem and then the Linksys router, there's a cable, right? Okay. can you check on that cable if you can see any label that states if it is cat 5e or cat 5?
09:00
Speaker 1
I can't see that it says anything. Black. Okay. So we should just, we should just get a new one, maybe.
10:00
Speaker 2
What color is the cable? Black. Mm-hmm. Okay. Because for as for this one ma'am, I I actually want to set your expectation, uh regarding with the slow speed for the EA7200. So as for the EA7200, this is actually part of our first generation router, which means that this router is holding an old Wi-Fi technology, which is Wi-Fi 5. And then Yes, that would actually I would also would like to consider because right now, um we are using already a Wi-Fi 6E and Wi-Fi 7 technology. So, as for this one,
10:00
Speaker 1
Right. Yeah. Right. Yeah, that's kind of what she was saying too. Yeah. OK. Okay. So, should I get one? I, I was just looking on Amazon. Should I get the one that says MR20EC? And then it says dual band, mesh, Wi-Fi 6 router? Would that be a good one? OK. OK. And next.
11:00
Speaker 2
So the firmware of this is also dated, so that also affects the slow internet connection, even if we customize the 2.4, 2.4 or the 5 gigahertz. And we also stopped supporting Yeah. Because last August of 2025 Spectrum updated their system in order to cope up with the new Wi-Fi technology. So most of Wi-Fi 5 routers, they already tried to, uh, you know, cut it off. So, yeah, try to better to get a Wi-Fi. I would suggest, um, I would suggest you go with the MX series instead of the MR series.
11:00
Speaker 1
Okay. Do you have like an- I don't see an MX at all. Okay. Okay, let's Okay. So is MX 6,200? Okay. Okay, I'll try that then. Okay, thank you. You too. Bye. Okay. Which figure? She said, you know whatever a spectrum
12:00
Speaker 2
if if you're going to um if you will upgrade, man, for example, Wi-Fi 6 um Wi-Fi 6E, uh, we do have MX6200 that is the model number of our Wi-Fi 6E. Correct. You're welcome, man. You have a great day, okay, take care. Bye-bye. uh
12:00