V2 Rubric Detail — 662afc0e-765a-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 21:10
Duration
7m 7s
Contact
No Name
Issue Type
Speed/Performance
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135707
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: slow internet_WRT54GS

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall42.7% (-13.3)

V2 Grader Summary

The agent correctly identified the WRT54GS as outdated and incompatible with 500 Mbps service, but failed to perform meaningful troubleshooting, use tools, or take ownership. The customer was left without resolution, follow-up, or reduced effort, resulting in an ownership gap despite technical accuracy.

V1 Case Analysis

Customer reports slow internet on WRT54GS; agent confirmed router is outdated and cannot support 500 Mbps, recommended upgrade without diagnostics or KB guidance.

Troubleshooting Steps
  • Asked if customer rebooted modem and router
  • Requested speed test results from ISP
  • Requested router model and serial number (serial not obtained)
Key Observations
  • Agent correctly identified the WRT54GS as a legacy device incompatible with 500 Mbps service (ACCURACY strength).
  • No direct speed test at modem was performed (violates universal_speed_performance.md Step 1 and universal_speed_below_plan.md Step 1).
  • No verification of Ethernet cable (CAT5e vs CAT6) or router port capabilities (100 Mbps vs Gigabit) was conducted (violates universal_speed_performance.md Step 2).
  • Model number was identified, but serial number was not obtained.
  • No KB article or specific next-step guidance was provided.
  • Warranty status was implied as expired, but not explicitly discussed.
Positive Highlights
  • Correctly identified that the WRT54GS is a legacy device incapable of supporting 500 Mbps speeds, aligning with KB guidance on router capability limitations.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to follow standard diagnostic procedure: did not instruct customer to test speed directly at modem with Ethernet cable (violates KB guidance in universal_speed_performance.md and universal_speed_below_plan.md).
  • Did not verify physical layer components: no check for CAT6 cable or Gigabit Ethernet port on customer device (violates KB guidance).
  • Did not provide concrete next steps or KB references for self-help or product selection.
  • Did not discuss warranty status or support eligibility despite out-of-warranty context.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the router cannot support 500 Mbps and stated no troubleshooting would work, ending the call without resolving the slow internet issue or offering any workaround.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked about rebooting and speed checks but did not guide the customer through direct modem testing, WAN port checks, or LED status verification — key diagnostic steps were skipped.
R3 Met Correct resolution path conf 95%
Agent correctly identified the WRT54GS as first-generation hardware incapable of 500 Mbps and recommended upgrade, aligning with OOW standard by not dismissing due to age but explaining limitation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified slow speeds and asked about reboot and ISP speed, but failed to ask about LED status, cable type, or WAN connection — key diagnostic steps per KB.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (remote session, router UI, logs) were used; agent relied solely on customer’s verbal report and did not verify speed test conditions or equipment capabilities.
T3 Met No misinformation conf 97%
Agent accurately stated the WRT54GS cannot support 500 Mbps — factually correct per historical specs and KB guidance on outdated hardware.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained basic control and asked questions but did not set clear expectations, manage silences, or summarize findings, weakening call structure despite polite tone.
C2 Partially Met Confirmed understanding conf 83%
Agent used accessible language but mixed pronouns ('mommy', 'sir', 'ma’am') and did not consistently confirm understanding, risking confusion despite correct technical content.
Customer Ownership
O1 Not Met Ownership & empathy conf 91%
Agent ended interaction after stating no support is available for the device, failing to take ownership or offer further assistance for an out-of-warranty device per OOW standard.
O2 Partially Met Proactive follow-through conf 87%
Agent advised purchasing a new router as next step but provided no timeline, follow-up, model recommendations, or setup guidance.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history or handoff was relevant.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was correctly diagnosed as hardware limitation beyond L1 support scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 82%
Agent remained polite but did not explicitly acknowledge customer frustration or show strong empathy for repeated issues or distress.
X2 Partially Met Tone & rapport conf 81%
Agent followed a standard script and did not adjust tone or pacing to match customer’s urgency or irritation, missing opportunities to de-escalate or engage.
X3 Not Met Overall experience conf 90%
Customer had to repeat model and serial information; agent did not use available KB paths to guide self-help or reduce effort, leaving customer to solve alone.
Call Transcript14 turns · 15 lines
Speaker 1
hi my cable company told me to give you guys a call um I'm having issues with the internet connection and TV
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.linksys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Hi, thank you for calling Linksys Technical Support. This is Rio. How can I assist you for today? [silence]
00:00
Speaker 1
and it's going, going way too slow. Uh huh. It? That I did it 15 times. Yes. Yes, they did all that and they checked to see what the uh, what is it called? make up. They had bits and it's only showing. They said it's showing one hustle. It's showing the connected.
01:00
Speaker 2
long internet ah all right i do apologize mommy experience low internet with your network May 9 by the way if uh did you try already to at least do a sequence reboot like turn off your uh modem turn off your router and then and then turn it back on if the internet will still be the same oh i see uh did you somehow run some speed checks from your modem already with your internet service provider uh what's the okay can you tell me what's the speed truck you have there with your internet service provider how many MBs
01:00
Speaker 1
M between the modem to the router is only showing 100Hz bits instead of 500 between the two.
02:00
Speaker 2
okay, 100 MBS. uh what's the speed check?
02:00
Speaker 1
well get do that again? no the cable company did that. I don't I can't do that. They went other ones that did it for me. They put Yeah, they gave me 500 and they checked the speed between the both and it's reading 100 right now. Yeah, everything's connected. Yes. And I can't
03:00
Speaker 2
OK. Hey, [silence] because icon order for us to know, ma'am, exactly what the modem or your internet service provider provides you, we need to run some speed checks using a hard. Sorry, go ahead. OK. Have you tried connecting directly to your Linksys router, running speed checks? I mean, connect it to your computer and then run some speed checks, ma'am. Have you done that? [silence]
03:00
Speaker 1
I can't get any internet connection to do anything I'm dead in the water. I just have a slow internet connection. It's not connecting for me to do anything right now. See as in cat, G as in goat, N as in Nancy. Nice. I am I'm giving it to you. D as in cat G as in goat. N as in Nancy, 91. G as in goat. 1 A as in an apple, 6406.
04:00
Speaker 2
sorry, you don't have an internet from Linksys or you just have a slow internet. Can you verify that for me? Can you confirm to me, ma'am? What's the serial number of your router, please? Link Link Link Linksys, Linksys, ma'am, Linksys device, what's the serial number? Okay, go ahead.
04:00
Speaker 1
00 model number, sorry, is WRT 54GS is in Samsung. It's a long time. Wait, so I have to? Yes. I'm trying to see if this is what I'm doing now, fix the problem. And so I would afford to get a new router. [silence]
05:00
Speaker 2
Ma'am. What's the model number for this router, Ma'am? How long have you been using this router? Did you not try to consider upgrading to a newer router, Ma'am? No. I did upgrade, sir. I upgraded to TPLink. Ma'am. I did upgrade but it's still not good. The internet is extremely slow. Ma'am. All right. Because I was able to create or uh I was able to check the router that you have, Ma'am. Unfortunately even if you purchase 500 Mbps or a 1,000 subscription speed of Mbps, Ma'am, the router cannot cope up with your speed because your router is part of our first generation.
05:00
Speaker 1
So I'm technically dead in the water until I get a new router. Okie dokie so you can't do anything until I'm enabled to go down and get a new router. Okie dokie no. I think that'll be it. Silence]
06:00
Speaker 2
meaning to say it's not compatible anymore so the reason why you're experiencing low internet even if you're subscribed for 500 mbps because the router is not capable of providing you this speed Mm-hmm. Yes. You need to upgrade to a newer router so you can utilize your internet speed, which is very good. Yes, ma'am. Even if we troubleshoot your device, troubleshooting is not capable for your device. So, it won't work. And we no longer provide technical assistance for this kind of router. Okay. Anything else I can assist you aside from this? Okay. Thank you so much. [ silence ] Thank you much for your time, ma'am, and you have a nice day ahead. Bye-bye for now. Bye.
06:00