V2 Rubric Detail — 60e62826-7a66-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-08 00:45
Duration
30m 14s
Contact
Eric Lumpkin
Issue Type
Speed/Performance
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#GI00136292
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Speed Test Through LUS
⚠ 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

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership1.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall38.7% (-13.3)

V2 Grader Summary

The agent provided technically accurate basic guidance but failed to execute the full diagnostic process required by the KB for speed issues, specifically missing WAN port and firmware checks. The call ended without resolution, escalation, or established next steps, resulting in an ownership gap where the customer's issue remains unresolved despite the agent's effort.

V1 Case Analysis

Customer sees ~51 Mbps through mesh vs ~490 Mbps direct. Agent power-cycled modem & node, accessed router UI, identified 100 Mbps link speed as bottleneck. No resolution confirmed or next step provided.

Troubleshooting Steps
  • Guided power-cycle of modem and parent mesh node
  • Checked parent node LED status (blinking red → solid red)
  • Instructed customer to view Ethernet adapter status and noted 100 Mbps link speed
  • Accessed router web interface via http://myrouter.local
Key Observations
  • Agent never collected model, serial number, or warranty information.
  • Long silences and repeated clarification requests indicate poor call control and efficiency.
  • Correctly identified 100 Mbps link speed as a bottleneck, which aligns with KB guidance in universal_speed_below_plan.md and universal_speed_performance.md.
  • Accessed router via http://myrouter.local — correct URL per KB for Velop systems.
  • Did not explain the significance of the 100 Mbps link speed or provide actionable remediation (e.g., check cable, port, or adapter).
  • No clear next step, escalation, or callback was set before the call ended.
  • Customer frustration and lack of warranty discussion suggest out-of-warranty scenario.
Positive Highlights
  • Performed proper power-cycle of modem and parent node (transcript [13:00]-[15:00]).
  • Correctly guided customer to check Ethernet adapter status and identified 100 Mbps link speed (transcript [18:00]-[22:00]).
  • Accurately accessed router via http://myrouter.local (transcript [28:00]-[30:00]), which is correct per KB for Velop systems.
  • Correctly isolated issue to router/mesh system by confirming good modem speed (490 Mbps).
Agent Errors / Gaps
  • Missing product model/serial collection (protocol breach).
  • Did not explain the impact of a 100 Mbps link speed on a 500 Mbps plan or recommend checking/replacing Ethernet cable (CAT5e/CAT6+), verifying gigabit-capable ports, or testing with another device.
  • Did not check WAN port speed in router dashboard (per universal_speed_below_plan.md Step 3).
  • Failed to offer a definitive resolution, escalation path, or scheduled follow-up.
  • Poor communication clarity; frequent filler, unclear instructions, and long silences.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The call ends with the customer still reporting only 51 Mbps through the mesh, and no resolution, RMA, escalation, or customer education was confirmed.
R2 Partially Met Diagnostic thoroughness conf 92%
The agent performed basic troubleshooting (power cycle, LED check, Ethernet link speed verification) but did not advance to model-specific diagnostics like WAN speed or firmware checks.
R3 Partially Met Correct resolution path conf 88%
The agent continued troubleshooting instead of dismissing the case, aligning with OOW best-effort, but did not follow a complete diagnostic path for a suspected hardware or configuration bottleneck.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
The agent identified the symptom (slow mesh speeds) and asked about modem speed and node status, but the diagnostic sequence was fragmented and missed logical next steps like checking WAN connection status or backhaul type.
T2 Partially Met Appropriate tools / resources used conf 90%
The agent used the customer’s device to check Ethernet link speed and attempted access to myrouter.local, but did not leverage the router interface to check WAN speed, firmware, or channel settings—tools explicitly required for this scenario per KB.
T3 Met No misinformation conf 97%
All technical instructions (power cycling, checking LED status, interpreting 100 Mbps link speed) were accurate and consistent with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
The agent maintained basic call control and guided the customer through steps, but failed to set expectations, explain transitions, or manage long silences effectively, reducing clarity.
C2 Partially Met Confirmed understanding conf 87%
The agent used technical terms (e.g., 'NCPA.cpl', 'IPV4 details') without confirming understanding, but did spell out URLs phonetically, showing some adaptation effort.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
The agent stayed on the case and did not transfer, showing ownership, but abandoned the interaction without achieving resolution or arranging follow-up.
O2 Not Met Proactive follow-through conf 96%
No clear next steps, timeline, or follow-up commitment were established; the call ended while the issue remained active.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Despite persistent speed loss and a solid red LED after reboot, the agent did not escalate to a higher tier, which would be warranted given the unresolved hardware or configuration fault.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was executed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
The agent remained polite but offered no empathy statements or acknowledgment of the customer’s frustration over degraded performance post-repair.
X2 Partially Met Tone & rapport conf 86%
The agent maintained a steady pace and continued guiding the customer, but did not adjust tone or simplify language despite customer confusion and repeated affirmations without comprehension checks.
X3 Not Met Overall experience conf 95%
The customer was required to manually perform multiple steps (e.g., opening NCPA.cpl, checking link speed, attempting browser access) that could have been streamlined or pre-validated by the agent.
Call Transcript25 turns · 38 lines
Speaker 1
just get something to get this done. There's some double stick tape up on the, uh, up on the desk, get it for me. Put it to my right. Set it down. Scissors.
00:00
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.
00:00
Speaker 1
I've can I can't I can Yes, ma'am. I'm having a problem, uh, with your mesh system. Uh, my provider, uh, provides 500 megabytes and I'm only getting like 47 with y'all. I'm trying to figure out what's bogging down your system. I mean, that's for that. Yes it is. Yes. Yes, ma'am. Yes, ma'am. Yes, ma'am. Yes, ma'am. When I got, I had sent them off to y'all, one was getting, it was overheating. When I sent him off to y'all and got him back, I hooked him up. Everything was fine. Uh, I was getting, uh, four, you know, 470 to 490, and then all of a sudden it started going back to doing the same thing it did before. I have. I've been on the phone with them. We just pulled and did a straight test coming right off of their router. I'm pulling 490 megabytes. When I do it through your system, 490 megabytes per second. I had it hardwired straight yet, exactly. Yes, ma'am.
04:00
Speaker 2
So I think uh there's really a need for us to do some tests here Sir Eric, okay? Um have you have you checked with your internet provider the the speed that you're getting? Like, um, you've been in the phone with them. $490. So you have your computer connected to their modem. Yes. Okay. How uh how much uh speed did you subscribe from them? Is it 500? Okay. Okay. Okay. So right
08:00
Speaker 1
[silence] [silence] [silence] yeah it's it's connected now um [silence] I don't have it [clears throat] I don't have it hardwired to the length just [silence] Yeah, I can I can do it. Yes, yes. Yeah, I understand. [silence] It's gotta be something on my network that's bogging down the system. It just has to be. And there's gotta be a way y'all can run a test to see what exactly is margining down, if that makes any sense. Yeah. Well, what I did, I had, okay, um, Uh, I'm on there right now. Speedtest.org does it what he did again? Uz spprinted it before I ran one right off the the FAST your FAST internet fast.com and I got 490. Yes.
09:00
Speaker 2
Okay. And, yeah, once the computer is plugged in to the parent node try to run a speed test. Did you go to speedtest.net? Or are you using another website to run speed tests? Consistent. Which website speedtest.net. Which website did you go to when you were on speed test with your internet provider? Pass.com? [silence]
11:00
Speaker 1
This I cannot be reached. Hmm. Chick, no, it's red. It's red. It's not online. It wasn't a minute ago. The the main main cab five is going into the internet. That's all right.
12:00
Speaker 2
Yes, can you check first if the parent node light is solid white? Make sure it's online first. Did you plug in the modem to the internet port at the back of your Linksys main node? Okay. And right now, it's solid red or blinking, red? Okay. You did not do anything on the nodes, right? I mean, like, you did reset it to factory default or something?
12:00
Speaker 1
No, I didn't do any of that. You unplug the modem in the front? Well, if I am directly in this computer, I am. Do a power cycle. Go in the front, unplug it for a minute, plug it back in. That may be in the front. Mhm. What comes into my house, they have it. They have a spot that they plug it into. Um, it's in the front of my house and it comes in through the front and then they route it to the back part of the house where it hooks up to the mesh.
13:00
Speaker 2
Okay. All right, just unplug the power of the uh main node as well as the modem, okay? Cause it seems that the uh main node right now is having a, it's not getting a signal from the modem, so. Yeah, um sometimes we need to do a power cycle, ser for the uh router. There it is, yup. So, I unplugged the power of your modem as well as the Linksys for uh 1 minute. I'll let you know when to plug it back in. Is it unplugged now? Cause I'm, I'm letting you know, start the timer. [silence]
13:00
Speaker 1
She's unplugging it right now. Yes, ma'am. Yes, ma'am. No, there's no.. No. Yes, one second. Okay. Okay, Jim. could you repeat that? I'm sorry. My wife was trying to talk to me. It's important. Yes. uh I have a I have the port coming in, that has for internet. and then the little two little arrows, the arrows have that coming out going into my laptop. [silence] Yes, yes ma'am. Yes ma'am. Uh is, is blinking red? Blinking red. Now it's solid red. Yes, ma'am. Yeah go ahead. Yes. I think it's 11.
14:00
Speaker 2
So, you only have two ports at the back of Linksys, right? You've only got two ports available. Okay. So, one is for the internet and the other one is actually for the computer or any device. Okay, so can you check the light? I mean the LED indicator again on top? Is it blue or blinking? It's blinking red. It's solid red right now. Okay, can we go back? Can we go to your computer? your computer, Sir Eric? Let me just check the IP address. Is your computer running on Windows? Is it Windows 10 or 11? [silence]
17:00
Speaker 1
Yes. uh huh. uh huh. no water. I guess I'll go now.
18:00
Speaker 2
okay. Now, on the, uh, at the bottom, do you see their search option beside the Windows logo? Okay. Now, please type in NCPA. Let me spell it out. That's N like Nancy, B for Charlie, B for Peter, A for Apple, .cpl. That's C for Charlie, B for Peter, L for Larry. And then press enter. Yes, there's no, uh, there's no Wi-Fi option, but do you see ethernet? Okay, can we right-click it and go to status?
18:00
Speaker 1
enables network access 100 megabytes per second. IPV4 Connection Internet the IPV4 connectivity says Internet to the right of them. That's white now. Yes. On properties, you mean or details? Details, I'm sorry.
19:00
Speaker 2
Status, status, what is the IP V4 connectivity? V4 connectivity. It says internet. Oh, okay. On the router the lead indicator is red. It's solid red, or it? It's white now. Okay. Yeah, because it shows up internet now. Okay. Can we click on detail? What is the IP address, IP V4 IP address?
19:00
Speaker 1
I'm not seeing, there's four different IPv4s, which one you need? There's four of them. Oh, address, I see. 192.168.1.80. Default gateway. Mmm. Yes. So where do you want me to go? Mm-hmm. Under general, I see Speed 100.0 megabytes per second.
20:00
Speaker 2
one ninety two one sixty eight one one right okay all right sir. So, now, what's your do you see what link speed? Can we right-click on, sorry, can we right-click on the Ethernet again and go to status and check the link speed. Yeah, right-click on Ethernet. Go back to Ethernet right-click it and go to status. Under general, do you see there link speed? Link speed.
21:00
Speaker 1
kilob bytes per second. done. 100 point 100 .exe.
22:00
Speaker 2
This is the this link speed refers to the uh to the adapter or to the network card of your laptop. Okay. And that that uh that actually determines how fast your device. So, um, I was just just wondering why they said that uh the the the see that you're getting from the computer to the modem is [REDACTED_PAYMENT_DIGITS] Mbps. Well, the link speed is only [REDACTED_PAYMENT_DIGITS] MbPS. Okay. All right. Let's just minimize that or you can actually close that screen. and then go to speedtext.net. [silence]
23:00
Speaker 1
[silence] my firewall's blocking, I think. Yeah, but it blocked it. Uh, yeah. [silence] Hold on real quick. Okay, here it comes. Yeah, yeah, I hooked it up. I hooked the, um, I'm with Fiver, US fiber. I hooked directly to this laptop and uh, I was getting 4470 480. I think I used one of yours off your app. I just went off for your one of the ones off your app. mean pull it back up again or it's there's a speed test dot net I think it was um Yeah, I went to, um, uh, fast.com and it pulled up 490 megabytes per second. Now, when I do it through your mesh, it's pulling up 51 megabytes per second. Yes. And I have a and I took a picture of it, um, Rose, can I get a drink, I took a picture of it when I was on the phone with LUS and I'm pulling 490 megabytes, that's what I'm paying for. But when I run it through your mesh, it pulls up on the same computer under the same fast.com as 51 megabytes per second.
24:00
Speaker 2
Fastnet or fast.com okay. So did you did go to fast.com and the So right now.
27:00
Speaker 1
Correct. Very low. That's fine. An H T H T P P. Forward slash forward slash.
28:00
Speaker 2
you're getting [silence] 51 Mbps. [silence] All right, on the website sir, [silence] can we type this address? [silence] We just need to access the [silence] the parent node [silence] Okay [silence] Set up. [silence] Okay [silence] Uhh [silence] just go to my router [silence] That will be [silence] HTTP [silence] colon [silence] slash [silence] slash. [silence] myrouter.local. [silence] HTTP [silence] that is [silence] H for [silence] Henry, [silence] T for [silence] Tango, [silence] T for [silence] Tango, [silence] P for [silence] Peter. [silence] HTTP [silence] colon [silence] slash [silence] slash. [silence]
28:00
Speaker 1
Okay. New connection is not private. Advance. I'll love this. China pull up links, his smart wallet. Okay. I want a Madisonian? incorrect. It should work. It worked on my phone. But we can do that.
29:00