V2 Rubric Detail — 6f552a90-68e8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 18:31
Duration
11m 0s
Contact
Paul Robertson
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#GI00133457
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR7500_Internet Speed Issue
⚠ 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
Accuracy3.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication1.25/5
Ownership0.00/5
Escalation5.00/5
Customer Exp1.07/5
Overall23.4% (-20.6)

V2 Grader Summary

The agent failed to troubleshoot or resolve the customer's performance concern, offering only generic reassurance despite the router being out of warranty. While technical facts were accurate and escalation was appropriately avoided, the lack of ownership, troubleshooting, and customer adaptation resulted in an unresolved case with significant service gaps.

V1 Case Analysis

Customer reported slow computer performance with MR7500 router; agent confirmed speed (~466 Mbps) is within router capability but provided no troubleshooting. Router is out of warranty. No case created.

Troubleshooting Steps
  • Asked for speed test result
  • Compared reported speed to router’s 1 Gbps capability
  • Informed about warranty status
Key Observations
  • Agent provided incorrect modem testing advice (failed to confirm bridge mode requirement, risking Double NAT).
  • No HappyFox case created despite a troubleshooting call — protocol violation.
  • Skipped all KB-recommended troubleshooting steps (modem-direct test, wired router test, device load check).
  • Communication lacked empathy, was repetitive, and offered no actionable self-help path after warranty decline.
Positive Highlights
  • Correctly identified MR7500’s maximum throughput (1 Gbps).
  • Collected complete customer information (name, email, model, serial).
  • Clearly communicated warranty status and support limitations.
Agent Errors / Gaps
  • Missing case creation/documentation for troubleshooting call (protocol violation).
  • Incorrect technical advice: Told customer to connect directly to modem without confirming bridge mode (contradicts universal_speed_performance.md).
  • Failed to follow KB troubleshooting flow — skipped modem-direct test, wired router test, and device load check.
  • No concrete self-help path offered (e.g., KB article, email with steps) after declining free support due to warranty status.
  • Poor communication: repetitive, vague, and failed to acknowledge customer frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated speed was 'good' but did not resolve the customer's concern about slow computer performance or provide any actionable solution.
R2 Not Met Diagnostic thoroughness conf 97%
No structured troubleshooting: did not test modem directly, verify connection type, or check for interference/device load.
R3 Not Met Correct resolution path conf 96%
Declared device out of warranty and stopped helping, violating OOW best-effort standard; no troubleshooting offered despite customer need.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Failed to identify root cause; only asked for speed result and model, did not investigate ISP plan, wired vs wireless, or device issues.
T2 Not Met Appropriate tools / resources used conf 94%
Did not use any diagnostic tools (e.g., router interface, speed test verification, remote access) despite performance issue.
T3 Met No misinformation conf 93%
Correctly stated MR7500 supports up to 1 Gbps and that the router is out of warranty, consistent with KB.
Communication
C1 Not Met Clear & professional language conf 95%
No clear agenda or call control; repeated same statements and failed to guide toward resolution.
C2 Partially Met Confirmed understanding conf 89%
Used simple language but did not confirm understanding or adapt explanations to customer's repeated confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Abandoned ownership after noting OOW status; offered no further assistance or follow-up.
O2 Not Met Proactive follow-through conf 97%
No next steps, timelines, or follow-up actions provided to customer.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference.
Escalation Judgment
E1 Met Correct escalation decision conf 91%
Correctly decided not to escalate; issue was within L1 scope even though agent failed to resolve it.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Polite but did not acknowledge customer's frustration about slow performance or repeated questioning.
X2 Not Met Tone & rapport conf 92%
Used repetitive, scripted responses and did not adapt to customer's confusion or pacing.
X3 Not Met Overall experience conf 93%
Customer had to repeat serial number and email; agent did not streamline data collection or reduce effort.
Call Transcript20 turns · 21 lines
Speaker 1
yeah, so I, uh I don't do a lot right now. [silence] Yes, uh Kayla, um I wanted to know if my Linksys is running at the maximum because my computer is running very slow.
00:00
Speaker 2
Welcome to links supports. 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 1 now. For out of warranty products, paid support may be available, depending on your issue. Please have your device 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. Thank you for calling linksys. Does this is car. How can I help you? [silence]
00:00
Speaker 1
Okay, it's MR750045 see like Charlie, one, zero, Mary, two, six, Charlie, zero, two, five, eight, eight.
01:00
Speaker 2
Okay. May I ask what is the model number of your linksys device? And as well as the serial number. Okay, let me check if I got it correctly. alright. And that is um the model number is an MR.7500 with a serial number of 45 C for Charlie, 1 0 M for Mary, two six C for Charlie, 0 2 5 8 8. alright.
01:00
Speaker 1
you [silence] email [silence] a spectrum 310702. 2 6 8 4 [silence] [silence] Paul Robertson. [silence] P. Robertson [silence] 2 8 8 9 [silence] gmail.com [silence] Yes [silence] Yes [silence] Yes
02:00
Speaker 2
um and by the way um sir um who's your internet servicer per? Okay. Can I have also your own phone number? And how about your first name and last name? first name and last name. first name and last name? first name and last name. And how about your email address? That is your first name's initial P and then your last name Robertson and then 2889@gm.com Okay. Thank you so much for this information sir. And just want to verify your concern and. [silence]
02:00
Speaker 1
That's correct. I did a speed test and I got four sixty three point five and I don't know where that is in the range. Yes. Um it looks like google.com. Then it says,
03:00
Speaker 2
Okay. And how did... It's like when you open a browser, it's slow or did you do a speed test? For four 63.5 correct. That's um, did you use the what about um, what speed test site? Sir, is it speedtest.net? And then, [silence].
03:00
Speaker 1
Huh? Question mark q equals speed test. Yes. Um, I, I don't know what you mean, but I think my computer is connected to the uh, uh Linus router.
04:00
Speaker 2
okay we just use the like Google speed test correct okay and when you access the when you connected your computer straight to the modem does it have like the same dummy speed yeah so do the speed it through okay the way it's like just connect to the modem okay with the wires and then do the speed test same way with your cell phone Google super speed no yeah no but you need to connect with the cable if you're using a desktop correct and you don't have no Wi-Fi modules yeah okay uh so just so just don't forget to unplug that when you're done with the wiring because you can't work with the with the ethernet cable and the Wi-Fi so you can use either yeah
04:00
Speaker 1
Spectrum? Well, um, I, I don't know what at what level, what speed I'm at. Um, because my computer is wired. I'd plug my computer in. Yeah, I have to plug it in, plug it into a wall outlet.
05:00
Speaker 2
you're testing the speed that you're getting on your uh, router, like the, um, like the, um, internet speed. Okay? And just to verify, um, what's your, um, subscription from, uh, from what do they call that? Um, spectrum. Okay. Okay. Let me verify this one first. So you're in a computer, is it desktop or laptop? Is it wireless or wired directly to the links router? Okay, wired. Okay. All right. All right.
05:00
Speaker 1
How much more? How much faster is that than what I'm getting? How much faster, how much of a difference is that than what I'm getting? I ran the test again and I'm at 466.8.
06:00
Speaker 2
Okay, because, um, so, far, so far, with a 4863.5 download speed, this is already a good, um, speed. Okay, but it also depends on what, uh, subscription that you have from Spectrum. And they also check the, um, internet connection from the, um, Spectrum modem. Because the router that you have, the MR7550, it can cater up to one gig, um, the ports of the router can cater up to one gig of speed. I'm sorry. Yes, I
06:00
Speaker 1
Well, is this 4.8? Is that fast enough? I don't do any gaming and I don't do any, you know, high things. It's just home use, um the internet and word processing. It's already a good speed. Okay. Oh, oh, but I, yeah, but I do stream from, uh, YouTube. I do streaming. [silence]
07:00
Speaker 2
S- there's someThings- sometimes it Traces- uh- also Depends on the- the speed that you have subscribed to um spectrum. okay. Mm-hmm. Yeah, it's already a good-good speed, sir. Um, yeah sir- it's already a good speed within you if you're only using like, basic stuff on your, um, computer. Like no other, like no streaming, no video, something gaming- that's fine sir. That's really a good, um, a fast connection. Oh, yeah, that's fine.
07:00
Speaker 1
This. Okay. Okay. Okay. Okay. Okay. All right. So, if I increased my speed with Spectrum, my computer would run faster, would I recognize the difference? Okay. Okay. All right. Okay. I- All right. Very good. That's all I've got. [silence] Three, two, one. Take two. Okay. Okay. Okay. Okay. Okay. All right. So, if I increased my speed with Spectrum, my computer would run faster, would I recognize the difference? Okay. All right. So, if I increased my speed with Spectrum, okay. Okay. Okay. All right. Very good. That's all I've got.
08:00
Speaker 2
Even though this one, it's already have a good connection, um, use with YouTube. Actually, for my experience, for my iN, I only have 200 and it's been doing great already when it comes to Facebook, YouTube, and sometimes even like a simple gaming, online gaming. It's all ready, um, good, um, connection. Yes, sir. But for your type of, um, for your type of use, um, this is already good, sir. Okay. Like, no, um, uh heavy, uh, use streaming. [silence]
08:00
Speaker 1
Yes. OK. OK. Thank you. [ silence] One question for me, please. Um, the router that I have now, um, is there a better quality for home use than what I have?
09:00
Speaker 2
Okay, and before we do start, sir, before we uh, and this call, let me just inform you, about the um, status of your router. Um, actually it shows here in our system that um, the router is already um, like, out of warranty. Um, it doesn't have any more, any free technical assistance. Okay? But no need to worry about it, sir. Your router works, perfectly, fine. Okay? So, no need to worry about it. Okay? Right, and to know more about our links products, you can um, always visit our website and that is support.links.com. Okay? Yes, sir. Yes? [silence] Um, For this router, sir, this is okay already, for your home use. This is a good router already, sir. With the tech that you mentioned that you just for the use of just simple use, simple stuff. This is already a good router, sir. Nothing, no need to have a fancy thing with it catered your needs already. Because if you're getting more advanced router, then you're just paying more, but you cannot really utilize the the speed if you're just using some like regular stuff on the computer, nothing like... Okay, you're welcome, sir. Thank you for calling Link, sir. This is Colin. Bye for now.
09:00