V2 Rubric Detail — 707cd360-6905-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 21:59
Duration
12m 4s
Contact
Bradley Pearce
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00133505
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX8500_Slow wireless speed

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.50/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall54.2% (-1.8)

V2 Grader Summary

The customer experienced intermittent slow speeds that improved after a restart they initiated pre-call. The agent provided a technically valid suggestion (power cycle) and maintained a polite, though disorganized, interaction. While no deep troubleshooting occurred, the issue resolved during the call and the agent offered continued support, warranting a Partial Resolution outcome.

V1 Case Analysis

Customer reported slow download speeds on MX8500 mesh system. Customer had already restarted nodes prior to call. Speeds improved during call to ~880 Mbps. No troubleshooting steps performed by agent. No case created. Issue not confirmed resolved.

Troubleshooting Steps
  • Collected model and serial number
  • Confirmed three-node mesh configuration
  • Acknowledged customer's report of speed improvement after restart
Key Observations
  • Agent failed to verify upstream ISP or WAN speed before troubleshooting — missed Step 1 in universal_speed_performance.md
  • No HappyFox case was created or referenced despite performing troubleshooting steps — violates universal_case_management.md
  • Agent did not follow standard speed troubleshooting path: skipped testing at modem, skipped checking placement, skipped interference check
  • Agent asked redundant and confusing questions (e.g., 'what app?' after customer described using speedtest.net)
  • Customer had already resolved the issue via restart before the call — agent should have validated rather than assumed
Positive Highlights
  • Collected essential device information (model and serial number)
  • Correctly identified the product as a Velop MX8500 system
  • Did not provide technically inaccurate advice — all statements were factually correct per KB
Agent Errors / Gaps
  • Failed to create or reference a support case after troubleshooting — violates universal_case_management.md
  • Did not check the modem/WAN connection or confirm ISP service health — violates Step 1 in universal_speed_performance.md
  • Did not follow standard speed troubleshooting path: skipped testing at modem, skipped checking placement, skipped interference check
  • Asked redundant and confusing questions (e.g., 'what app?' after customer described using speedtest.net)
  • Provided vague advice about power cycling without confirming it was needed or explaining when to use it
  • Failed to confirm resolution or provide clear next steps — left issue unresolved operationally

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer reported speeds were slow initially but improved after a restart they performed before the call; agent acknowledged the improvement but did not confirm resolution or validate the fix through structured testing.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about speed test results, device used, and internet provider, but did not guide customer through key steps like testing at the modem or checking wired vs. wireless performance.
R3 Partially Met Correct resolution path conf 80%
Agent did not determine warranty status or product eligibility, but offered a common-sense suggestion (restart/power cycle) appropriate for an intermittent speed issue on an in-warranty device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified slow download speeds as the symptom and asked about test method and device, but did not logically narrow to root cause (ISP, router, environment) or ask diagnostic questions about placement or interference.
T2 Partially Met Appropriate tools / resources used conf 75%
Agent did not use remote tools or request login to router UI, but the customer self-initiated a speed test during the call, providing real-time evidence the agent could have leveraged more effectively.
T3 Met No misinformation conf 90%
Agent advised a power cycle (‘power scale’) which is a valid and recommended first step for intermittent speed issues per KB guidelines; no technically inaccurate information was provided.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent attempted to collect information and guide the interaction but used excessive filler words (‘uh-huh’, ‘okay’) and lacked a clear structure or transition to resolution.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but repeated questions and failed to confirm understanding; however, customer was able to follow and provide needed details.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent collected model/serial and attempted to create a case, but did not commit to follow-up or take ownership beyond suggesting a generic restart.
O2 Partially Met Proactive follow-through conf 75%
Agent did not set a formal next step or timeline, but did offer ongoing support and acknowledged the customer could call back — minimal but present follow-up path.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; nothing to reference or hand off.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue resolved during the call and no hardware fault or complex configuration issue was evident.
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 80%
Agent did not explicitly acknowledge frustration, but remained polite and responsive; tone was neutral but not dismissive or impatient.
X2 Partially Met Tone & rapport conf 80%
Agent maintained engagement despite disjointed flow; customer continued to provide information and eventually reported resolution, indicating some level of rapport.
X3 Partially Met Overall experience conf 75%
Customer repeated phone number and email, but agent was collecting required case data; some repetition was necessary for documentation, though efficiency could have been improved.
Call Transcript19 turns · 21 lines
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 1 now. For out of warranty products, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue.
00:00
Speaker 1
[silence]
01:00
Speaker 2
Thank you for calling links this is Carla, how may I help you today? I am sorry, yes, I'm listening. I mean like, sir, the download speed of your wireless. it's slow. Okay. how many devices we're having a problem at the moment, sir? Okay.
01:00
Speaker 1
[silence]
02:00
Speaker 2
Oh, now, Uh-uh. Okay. What is your download, download speed, sir? When you do the speed test on the UI, yes? Okay. Uh-uh. Uh-uh. And that was working before? When did you encounter this problem, sir? Okay.
02:00
Speaker 1
uh yeah um where where do I go in that in my um app to find those okay so it's TD us no like takoma david sierra yeah okay and you needed the serial number okay the serial number is [silence]
03:00
Speaker 2
Let me just create a record for this, sir. Can you have the model number and serial number of the Linksys device that you have? that will be no, it should be on the device itself, sir. On the device itself, the one that is connected to your internet provider. Who's your internet provider, sir? PDS, like Peter, David Sugar, correct? R-T-D-S, sorry. Yes, we have number and model number.
03:00
Speaker 1
4 3 F as in Frank 10 M as in Mike 38 B as in Bravo 0 6571. Correct. And the model number. Yes. It's MX 8500. What do you mean, what device?
04:00
Speaker 2
Okay. So that is 434310M 3B 06571. All right, and how about the model number? Okay, and when you test the connection sir, when you get the 19 Mbps download speed, what device did you use to check this speed? [silence]
04:00
Speaker 1
It was accessing the app through my phone. but again, I was just testing the router to modem speed. So I'm testing it from my Linksys router to my TDS modem because those are hard lined. I just did it through the, through the app here on the phone. Let me see which one I used. It was, it was the first one. I had a little running rabbit. Phone number is 541-610-3680. Bradley Pierce. What? Yeah, you can go have a don't, know Brad. Brad. Bradley.
05:00
Speaker 2
uh-huh um yes but when you check the Wireless laser um did you use a website to check it okay can i have both of your phone number sir uh-huh okay how about your first name and last name rob i right i i'm sorry uh-huh
05:00
Speaker 1
years piece with an R
06:00
Speaker 2
And then last name? That's P for Peter and then, okay, okay. And how about, um, your email address? Okay. Okay. So that's spelled as B-I-R-D-O-G or two Ds? Just one T. So what app? [silence]
06:00
Speaker 1
It's an Android and I'm getting it, We have three nodes. So I I just done a restart before I called, you I done a restart. It it's actually back up now and I'm running a a speed test while I've got you on the phone. Um again, I'm just checking the um speed from the router to the modem. So again, we're not I'm not checking the wireless speed. I'm just checking the uh upload speed from the router to the modem.
07:00
Speaker 2
Did you use, did you use Linux or you just use a browser on your phone? Your phone, sir, is it an iPhone or Android phone. And how many languages does this device, does this device that you have. This one. And three nodes. So, all the, so all the, yes.
07:00
Speaker 1
I do, yes. and I've got a quick download, or a quick ping speed right now, so I'm imagining right now this speed check is actually going to show up pretty good. It's called link. if I'm doing a regular speed check, I do speedtest.net. But I've checked um TDS. So, speedtest.tds.com. I checked that one. Got slow speeds on that one. And then, um, So there's speed test by UKLA. I've done that one. Uh,
08:00
Speaker 2
You used the Linksys app to do this, and when you used the Wi-Fi speed or wireless speed, what is the name of the app?
08:00
Speaker 1
[silence]. It's a lot faster than when I originally called you in and this was uh this was all after the reset, the Restart of the Linksys system. So this one said a 403 megabits per second. Now we're climbing up to 590, 618, 635, 642. It says 642 this time. Uh while that's there, I'm going to go to the speed test, everyone I always use. See what that one says. Um, oh yeah. 884, 869, How often should I be restarting these, um, these linksys nodes for my, my wireless network? Okay. all right. Well, um, I I don't think I need a call back as of right now because our speeds are back up what they should be. All right. okay. Thank you. Okay. Thank you.
09:00
Speaker 2
[silence] It's not like you'll only do that if any case you'll be encountering problems. In that case, the router like act abnormal, so you may try to like do a power scale, sometimes it will be like solve the issue because it will like refresh its connection from the modem. Okay? Mhm. Okay. Okay, no problem. You can just give us a call any time, sir, okay? If you have questions and if you need assistance. You're welcome. So thank you for calling, . This is Carla. You may check our website at support.linksys.com.
11:00