V2 Rubric Detail — 6b8a3486-794c-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 15:07
Duration
38m 4s
Contact
Rebecca Norville
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00135978
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency3.00/5
Overall3.8/5

V2 Rubric Scores

Resolution3.44/5
Technical4.06/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.71/5
Overall64.2% (-11.8)

V2 Grader Summary

The agent conducted solid technical troubleshooting, isolating the ISP and confirming modem performance before resetting the router. However, post-reset speeds remained below the customer’s plan, with no root cause identified or upgrade path offered. While progress was made, the issue was not fully resolved, and customer experience suffered due to lack of empathy, poor effort reduction, and unclear expectations — resulting in a partial resolution.

V1 Case Analysis

Customer reported slow Wi-Fi despite adequate ISP speeds. Verified modem speed (~946 Mbps). Reset MR7320 router. Post-reset Wi-Fi speeds ranged from ~430–714 Mbps. Advised router is end-of-support and may be limiting performance. No wired-through-router test performed. Recommended hardware upgrade as next step.

Troubleshooting Steps
  • Verified modem speed directly (fast ~946 Mbps).
  • Performed factory reset of MR7320 router.
  • Reconfigured Wi-Fi using default settings.
  • Ran multiple Wi-Fi speed tests (speedtest.net, fast.com, vtest.net).
  • Checked router LED status and attempted to access router UI.
Key Observations
  • Agent correctly identified and ruled out ISP issues by testing modem directly (09:00).
  • Accurately diagnosed router as bottleneck after reset failed to improve speeds (36:00).
  • Properly explained end-of-support status of MR7320 (23:00), setting accurate expectations.
  • Did not perform wired speed test through router, missing a key diagnostic step per KB guidance.
  • Call ended without setting a formal follow-up, but provided clear self-help path.
Positive Highlights
  • Collected accurate model and serial number early in the call (02:00).
  • Confirmed ISP service is healthy by testing the modem directly (09:00).
  • Correctly performed factory reset and reconfiguration of MR7320 (25:00–32:00).
  • Accurately explained end-of-support status and set realistic expectations (23:00).
  • Used multiple speed test platforms (speedtest.net, fast.com, vtest.net) to validate results.
Agent Errors / Gaps
  • Did not verify wired throughput on the router (protocol gap per universal_speed_below_plan.md Step 3).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent concluded speeds were 'not bad' but did not resolve the core issue: customer pays for 600–700 Mbps and expected gigabit, yet post-reset Wi-Fi only reached 714 Mbps download and 492 Mbps upload — below expectations and unexplained. No root cause identified.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through direct modem speed test, router reset, reconfiguration, and multiple speed tests on different devices and websites — logical, relevant steps that advanced diagnosis.
R3 Partially Met Correct resolution path conf 90%
Agent noted MR7320’s end-of-support date but proceeded with reset. However, failed to fully explain that aging hardware may be incapable of sustaining advertised speeds, nor offered upgrade path — limiting best-effort support for OOW device.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent correctly isolated issue by testing modem directly, confirmed ISP performance was good, then focused on router/Wi-Fi performance — logical diagnostic sequence identifying symptom and narrowing cause.
T2 Met Appropriate tools / resources used conf 95%
Used speedtest.net, fast.com, and router web interface (192.168.1.1) appropriately to gather data; interpreted LED status and link speed correctly — tools used at right time and results understood.
T3 Partially Met No misinformation conf 90%
Agent provided correct reset and local IP (192.168.1.1) guidance per universal_factory_reset.md. However, agent misdirected the customer to 'download the app' when the customer was already in the web UI, and provided confusing/incorrect navigation for 'CA router setup' which is not mentioned in the provided KB for the MR7320. Minor URL slip ('speedtest.com') is an ASR/minor error.
Communication
C1 Partially Met Clear & professional language conf 90%
Call had multiple silences, unclear transitions (e.g., sudden shift to reset), and no initial framing. Agent maintained control but with disorganized flow and poor time management.
C2 Partially Met Confirmed understanding conf 85%
Agent used phrases like 'Silly' and technical terms without simplification; repeated instructions helped, but tone lacked adaptation to customer’s confusion and visible stress during cable changes.
Customer Ownership
O1 Met Ownership & empathy conf 100%
Agent owned the case end-to-end, performed troubleshooting, did not transfer, and followed through on reset and reconfiguration — demonstrated full ownership.
O2 Partially Met Proactive follow-through conf 90%
Agent gave steps (reset, reconfigure, test) but did not set realistic expectations about outcome; implied reset would fix speed, but result was still below plan, leaving customer without clear next step or explanation.
O3 Not Applicable Closure confirmation conf 100%
No prior case history or handoff observed — this appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue remained within L1 scope throughout.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration after repeated ISP and self-troubleshooting, nor expressed empathy for time/effort spent. Entirely transactional tone.
X2 Partially Met Tone & rapport conf 85%
Agent responded to confusion by repeating steps, but did not adjust pace or tone to match customer’s stress; no active engagement checks or reassurance offered.
X3 Not Met Overall experience conf 95%
Customer repeated speed tests multiple times across devices, re-entered credentials due to login confusion, and struggled with cable identification — agent could have reduced effort via clearer guidance or remote tools.
Call Transcript68 turns · 72 lines
Speaker 1
[silence] Hi, um I just got off the phone with my Internet provider because our internet's been slow for a while but finally just, you know, got in touch with them to give them a call. Um and our download and upload speeds are like significantly low.
00:00
Speaker 2
Welcome to Links 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
lower than what they should be. So, anyway, I troubleshooted with them as far as I could go and then they gave me this number to call. Since we have a Linksys router, they couldn't, they can't tap into the route the router. So, they gave me this number to call and see if you all can help troubleshoot. Okay. Yes, I have the serial number. Is that what you're wanting or Okay. 37T 10 M is a Michael. 27 A is an Alpha 00135. Yes. Yes. [silence]
01:00
Speaker 2
Sure. I need to know first the model number and the serial number. is on the sticker underneath your links and device all right yes okay it's 1 7 Tango 1 0 Mary 27 Alpha 0 0 1 3 5 is that right okay uh there's no data
01:00
Speaker 1
Okay, let's see. Oh, yes, okay. model number. M R 7320. My email is S.R.Norville, which is N O R Vile, I L L E 2020 at gmail.com. Rebecca Norville. No. Ting. T I N G. [silence]
02:00
Speaker 2
on checking your system can detect emitter record on this serial number you provided. Can you tell me instead the model number? Okay. okay. And what's your e-mail address? Okay. and what's your first name and last name? Okay. What's your is spectrum your internet provider? Okay. Who is it?
02:00
Speaker 1
What, what's the speed I should be getting or what the speed I am getting? They said, I should be getting between 600 and 700 for upload and and download. Um, when I just ran the second test, I got 300.5 download and a 69.4 upload. Yes. Yes.
03:00
Speaker 2
Okay, now what's the speed that you're paying from them? What's the speed that you should be getting? The one that you're paying for. And what's the speed that you're just getting now? And what's the device you're using to check the speed? Is this an iPhone? And you're right beside the links router. Okay, for us to really know which one is which, the one that is causing this low internet, uh it should be easy if you have a computer that can be hardwired, because uh through that we can
03:00
Speaker 1
Yes, one second, let me find it. I have a laptop. I can use. Okay, so I have my laptop.
04:00
Speaker 2
check if the modem speed is really just up to 300, since our Linksys is dependent on the modem speed, on what the modem is providing. do have a computer that can be hardwired there Perfect. [silence]
04:00
Speaker 1
[silence] unplug the cord that connects the pingbox to the router. [silence] Do I want to plug that into my computer? [silence] Hold on. [silence] Um, I have no idea. [silence] Um, sorry. So, I, I [silence]
05:00
Speaker 2
Bypass our linksys device and directly plug that computer of yours to the modem. You can unplug the ethernet cable that connects the modem and the router now for the meantime. You can unplug that and transfer or connect it to your computer. The way, the other way around. Just leave the ethernet cable connected to your T- mobile modem and just unplug the one that is connected on the linksys and have it transferred to your computer. Um. Rebecca, you have this or linksys since, what year? Just for warranty purposes. Mhm.
05:00
Speaker 1
I don't understand what I'm supposed to be disconnecting and connecting cuz there's like four different like the clear plastic little plugs that go into the modem. And so I don't know which one I'm supposed to disconnect. Well, I know which one... I know which one goes directly to the ting box, I can see that. But like there's a black cord that goes from the ting box to the router that's plugged into the thing that says internet. And then there's ethernet one, two, three, and four, that black one. So the... So, okay, so I want to unplug it from the ting box or unplug it from ethernet... the okay, yeah. Okay, yeah. So I unplugged it from the actually, it's still okay, yeah. So I unplugged it from the thing. Oh yeah. So what do they call connect it just to my computer.
06:00
Speaker 2
Okay. You don't know which one goes directly to Linksys Main Node.
06:00
Speaker 1
Okay, let's see. Okay. And the modem is the Teenbox. Is that right? Okay. So let me go to <i>com</i> slash. right now. I'm [silence]
07:00
Speaker 2
Perfect. So in that way we can just uh check the speed from the modem. Exactly. Hello? Hello? You can still hear me, right? Hello? I think I've lost you on the line. I'll just stay for 10 minutes, I mean 10 seconds more. If I can't hear any response from your end, I will just call you back right away. I'll just have to end this call. [silence]
07:00
Speaker 1
sorry, you connected to my headphones. Did you hear anything I was saying? Hey, can you hear me? Okay, sorry. You connected to my headphones. Could you hear anything I was saying? Okay, sorry. It just, it just finished. it just finished. Download speed 946.2, upload speed 928.8, so I'm getting what I'm supposed to be getting from the ting box. 946.2, 946.2. 928.8. No, it's ting.com/speedtest.
09:00
Speaker 2
hella okay. yes I can hear you now. No, earlier, I, not. but, right, now I can. Mmhm. pardon. What's your upload? I mean, download? speed? 946.2. and, what's the upload? Okay. run a speed test, again? Let's see, the difference. What's the website, that you, access, by the way? Is it, speedtest.net? Um, can, you, re-
09:00
Speaker 1
peed to dot.
10:00
Speaker 2
You used Speedtest.net instead, Silly.
10:00
Speaker 1
One second. All right, hold on. So, when I go to the speedtest.com , should I be changing the host? Like, it's going to a host in in Rocky mount. Yeah, I know, I'm there. That's where I am. I'm saying when I go there, yes. So, I change it. Okay. Okay, well, I guess I'll just go with this one. All right. [silence]
11:00
Speaker 2
It should be speedtest.net. Uh speedtest.net. The server you can, you can. The nearest server that you can see.
11:00
Speaker 1
Okay, I just finished. My download speed is 614.10 and my upload speed is 808.9.
12:00
Speaker 2
808 point nine. Okay. Now, let's uh try another third-party speed test, which is the fast.com. It will automatically calculate your speed. So just open a new tab and then access,
12:00
Speaker 1
what is it what word are you saying fast can you spell it f-a-s-t okay I'm and it's doing something okay your internet speed is 1.1 Gbps giga bytes noodle I mean no sorry hold on I just hit more information and that's going again but it ended with 1.1 giga bytes [silence] yes mmhmm
13:00
Speaker 2
fast.com. F as in Frank, A-S-T. is it still calculating? okay. what's the final speed that it detects? okay, 1.1 Gbps.
13:00
Speaker 1
V proceeding.vtest.net. Again, okay. All right. Download speed just finished. Still working on the upload speed. 936.98. 936.98. And the upload speed just finished. The ping, 237. fastest server 412.
14:00
Speaker 2
[silence]
14:00
Speaker 1
I'm not sure. How do how do I find that? It just says download and upload. It says okay so yeah ping milliseconds and then there's a yellow icon that says thirteen 919.82. Okay. Okay. I just connected it. Once to what? So light it. [silence] I need to uh [silence] I need to hook it up. Yep. Don't unplug that one though, because it's under the bed. Oh okay, so once I just disconnect the power. Okay. It does take a while. So you're saying I gotta be out there while you test it? Yeah. Okay. Yeah, that's fine.
15:00
Speaker 2
Uh, it's the first information. Bing milliseconds. Okay. Okay, good. What's the upload speed? Okay, 990.82. Perfect. So, yep, the modem is fine right now. You may now reconnect the ethernet cable back to its internet port of the linksys router. Okay. And tell me once the LED on the router changed back to steady blue. The light indicator. Is it
15:00
Speaker 1
there's a, there's a light on the right hand side it's green and it's not flashing, then there's a one on the left hand side of the internet thing is yellow and flashing. The front half rather. solid red on the front of the Linksys. Okay. [silence] Thank you.
16:00
Speaker 2
Still flashing or steady blue? Okay. Isn? Okay. I'm referring to the LED indicator in front panel of this router. Front panel. Is it solid blue or blinking? Okay, it's still offline. Let's wait until it will lit up a solid blue. Good, so check, is there a way for you to wire your computer to the Linksys ethernet ports now at the back? Do you have extra ethernet cable? Because, wired and wireless speed are two different things, so we need to make sure that the wired speed on the router is just fine. At the back of the router, there are four ports. Is it all occupied? Okay. Um, is there a short cable there that you can just easily track which it's going, where it's going to?
16:00
Speaker 1
Um. I'm not sure. Like there's a bunch of white cords coming out of the wall and that's what's plugged into the lens. Yeah. Yes. No. Mhm. Okay. Um, so I'm just connected to like my my Wi-Fi. Right? Like I just want to be connected to my normal Wi-Fi, right? Okay. Um, okay. [silence] yeah. Uh-huh. [silence] Okay.
18:00
Speaker 2
Well the links is of okay it's all coming from the wall so we can only check the speed wireless then this computer you're using is this a mac computer okay yeah um seems system that's not a mac computer it means its windows uh the operating system try to uh check the speed now make sure laptop is connected to the linksys Wi-Fi we'll do it on the laptop okay so check normal Wi-Fi for linksys [silence]
18:00
Speaker 1
And I want to test it on speedtest.net. Okay. My download speed is 531.19 and my upload speed is 527.27. Mm-hhmm. 527.27.
19:00
Speaker 2
you can. 531 is the download speed. okay and the upload is [silence]
19:00
Speaker 1
I'm yes, I think. Yeah. one of my figures and for Nancy? Okay. Okay. Okay. Okay. [silence]
20:00
Speaker 2
compared to your phone that is uh, which is just 300. Let's check the link speed of this computer if it's just up to 500. There's a small search box on the lower left side of your computer screen. Can you see that? Small search box on the lower left. So type there N for Nancy, C for Charlie, type for and for Nancy and C for cat, P for Papa, A for Alpha, dot C P L. Charlie Papa Lima. So N C P A. C P L. Press enter. That will route you to network connections. Now, right click there, Wi-Fi.
20:00
Speaker 1
So it brought me to a thing like there's one, two, three, four, there's five different options. There's Bluetooth Cisco, Ethernet and then there's Wi-Fi and it's connected to my Wi-Fi, but I don't see a speed. [music] Okay. Yep. I got it now. Um speed is 907 Oh now just changed to 1.0 gigabytes slash 1.2 gigabytes. [music] 1.1 gigabytes and 1.2 gigabytes. [music]
21:00
Speaker 2
And under Wi-Fi, you will see their speed. What's the speed showing? Uh, can you right-click Wi-Fi, right-click Wi-Fi? Okay, what's the speed it showing there now? Okay, 1.1 gbps. Okay, now go back and then use
21:00
Speaker 1
Okay. I just finished it. It says your internet speed is 430 mbps. 430 mbps. [silence] Okay. I just finished it. It says your internet speed is 430 mbps. 430 mbps.
22:00
Speaker 2
What's the speed pardon? 403d. Okay. Now close that one and then go back to speedtest.net.
22:00
Speaker 1
Okay. Um, it does finish the download speed 468.92 and it's working on the upload speed.
23:00
Speaker 2
Just to let you know, by the way, Rebecca, this MR7320 that you're calling for, its end of support date will be this month, July 26. This is part of our legacy mesh, but this is still a Wi-Fi6 router, it's just that it's not really the latest. So, yep, what's the speed that you're getting now? Use it. You know what, last option for this one, Rebecca, is to do a complete reset on the router and to set it up again. Uh that if you're fine with that, we can reset the router and then reconfigure it back. If ever this speed is still 468, then or 5 [audio cuts off] 500 that's really the speed that the router currently the uh the the router can like handle or it can detect from the modem though this is designed to be a gigabit so that only means it's showing already a um a uh problem or the uh the year's router you may no longer be okay when it comes to delivering speed to your your wireless devices though 400 is still good but yeah you're paying for one gig or 600 so it's nice if you can like utilize that all so yeah um right now are you willing to proceed with the reset you will lose internet for the meantime and once the router is set up you'll be back online huh
23:00
Speaker 1
Okay. All right, I've done that. Okay, it just lit up blue.
25:00
Speaker 2
Can There is any way to reset button. There are the back? and they only let go when the light and front turns off. let go after the solid blue turns out. in front. They go after. Wait. I will just wait for the router to have purple or ping. Okay, it will blink blue after. It should be pink right now. Is it still blinking blue? [ silence] Good. Now connect your laptop to the default Wi-Fi of your router now, which is Linksys setup, the password is on the sticker underneath.
25:00
Speaker 1
and then I enter a password and that's the password on the back. Is that right? The password on the back? Okay. Okay. Okay. it says connected. action needed. no internet. Okay.
27:00
Speaker 2
Okay. Okay. So you may now open a browser in your computer and then access 192.168.1.1.
27:00
Speaker 1
I don't know what one in part I guess in the search bar just put one line 2..168.1.1. Okay. It says to download the linkless app. Okay. Am I going to have to reconnect my Wi-Fi to all of my devices? It's just loading now, still says waiting. Okay, now it's just a lot. Now it just popped up says sign in with your router password.
28:00
Speaker 2
yes, correct 192.168.1.1 okay just click the picture of the phone expand your Wi-Fi there's two phone pictures there yeah you just need to change the name later on are you now log in to the router setting [silence]
28:00
Speaker 1
invalid RAL password. Okay. followG so we, like, all will be the password that I used to. All right. St. in the rising. I don't I mean, I didn't [silence]
29:00
Speaker 2
Okay, can you remember what your router password is? Admin is the default router password. A-D-M-I-N. It depends. If before, during setup, that's the password you created, then that will work. If not, then that means it has.
29:00
Speaker 1
You said it when I first logged in with yours, I know the password that I used to have for my Wi- Fi. When we did the reset, I used the password on a sticker on the back of my Linksys, I never reset anything else. I've tried the password that I had before, so then what happened is, okay, all right, that let me in. Yeah, I see that. Okay, hmm.
30:00
Speaker 2
Okay. If you can't remember the password, then you can have it reset. Um, it... Uhm... Oh, that's... not it. It should be admin, all small letters. A-D-M-I-N. And on that dashboard, look for CA. It's really small. It's located on the very bottom part, right side. Click that, and once done, you can go to connectivity. That's on the left side. And go to CA router setup, and from that dropdown. At the top, you'll see enable
30:00
Speaker 1
so I go to connectivity, and then I don't see CA router setup.
31:00
Speaker 2
[silence] Not anymore, it should disappear. Go to connectivity and um, is it just under administration, the tab tabs? [silence] Can you see right beside administration? There, click on Bell up setup. And there's empty WiFi name there and password. That's where you can type your exact WiFi name before and password. Once you're done, click set up now.
31:00
Speaker 1
Okay, it says, router not found. Okay, let's see. Okay, I'm connected to the Wi-Fi now. The one I just created and it's really, doing something. It says waiting. Okay. It says, "you are connected wirelessly. Please reconnect." Okay, I did that. Okay.
32:00
Speaker 2
Okay. Okay. because you already changed the Wi-Fi name. Just reconnect your laptop to the new Wi-Fi you created. Okay. Once you're reconnected, check if you good to go. Okay, let's try that one more time.
32:00
Speaker 1
Yes, I am. Yes Okay. Do you want me to use speedtest.net or it doesn't matter? [silence] Okay, let's see. [silence] Okay, well I did use speedtest.net because I had it up and the download speed is 493.55 and the upload speed is 524.23.
33:00
Speaker 2
you are online. Check if you have internet. Okay, now access again, the speed test, that you- where you normally check the speed. No need. It doesn't matter. Any uh speed test. that you want. Okay.
33:00
Speaker 1
I'm sorry. 524.17. [silence] Yeah, let's see.
34:00
Speaker 2
uh, what's the uh what's the upload speed Rebecca? What's the upload speed again? Okay check your speed on the phone now. We'll see if the phone speed's um improves. You said it's getting 300 plus only?
34:00
Speaker 1
I did the team team.com speed test, and my download speed is 873.2. It is doing an upload speed. It's still running. Correct. [silence]
35:00
Speaker 2
the phone will only show download speed. Before it's only detecting 300, right? That's the upload speed 873.2. When you access the same website, you think your computer, this time.
35:00
Speaker 1
Okay, my download speed is 714.4, and the upload speed is still running, but it's about to end. It is 492.9.
36:00
Speaker 2
Okay, Rebecca, that's the only speed that the router can get right now. We already did reset and reconfigure the router, but same thing. We're not sure yet why that is.
36:00
Speaker 1
Okay. Okay. Well, thank you for your help. Yes.
37:00
Speaker 2
If wired it will get 1 G like what we have earlier on the modem. We're checking it now just Wi-Fi. We already checked the link speed of the computer and it can detect up to 1 G based on its wireless link speed. And highest it can get now is 714.4, which is just fine when it comes to Wi-Fi connection. It can get 80 to 100% speed, but for wired, it should be the same as with the modem. For now no extra Ethernet cable, so we cannot check it. But yeah, this is not a bad speed anymore, Rebecca. And yeah, again, that's the only troubleshooting that we can do for the router. you're always welcome, Rebecca. You don't have any other concern. That's it only. Okay. All right. Thank you again for calling.
37:00