V2 Rubric Detail — 77ec68fe-7adf-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 15:12
Duration
13m 53s
Contact
Shanon Coney
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#EOS00136357
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion — agent refused to perform any meaningful troubleshooting despite being capable of guiding basic steps (e.g., wired test, channel change, firmware check), citing end-of-support as a reason to disengage rather than offering best-effort support as required.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent declared the EA7450 end-of-support and provided no actionable troubleshooting, incorrectly stating Wi-Fi speeds should be half the ISP plan and avoiding diagnostic steps like a wired speed test. Despite the device being out of warranty, the agent failed to offer best-effort support, resulting in an unresolved case with evasion of responsibility.

V1 Case Analysis

Customer reported Wi-Fi speeds ~180-230 Mbps on EA7450 with 500 Mbps plan. Agent incorrectly stated Wi-Fi speeds should be half of plan speed, falsely claimed device is out of support, and offered to email generic troubleshooting tips. Email address captured incorrectly.

Troubleshooting Steps
  • Discussed expected Wi-Fi speed vs. plan speed (incorrect guidance provided)
  • Suggested testing with Ethernet (but no cable available)
  • Checked product support status (agent incorrectly stated end of support)
Key Observations
  • Agent provided materially incorrect technical guidance: Wi-Fi speeds should be roughly half of the ISP plan speed (contradicts KB guidance in universal_speed_performance.md and universal_speed_below_plan.md).
  • Agent falsely stated the EA7450 is 'end of support' and therefore no troubleshooting can be performed. KB guidance (universal_escalation_guide.md) explicitly states basic self-help guidance is still valid for out-of-support devices.
  • No standard speed-performance troubleshooting steps were performed (modem test, wired test, channel optimization) as required by KB.
  • Agent misread the customer's email address, risking failed follow-up.
Positive Highlights
  • Collected the router model (EA7450) and serial number (32Y20M29C00559) correctly.
  • Attempted to confirm the customer's email address for follow-up, showing intent to provide post-call support.
  • Offered to send troubleshooting tips via email, which aligns with self-help support for out-of-support devices.
Agent Errors / Gaps
  • Provided materially incorrect technical guidance: claimed Wi-Fi speeds should be roughly half of the ISP plan speed (contradicts KB).
  • Falsely stated that end-of-support status prevents any troubleshooting. KB explicitly states basic self-help guidance is still valid and expected.
  • Failed to follow the standard speed-performance troubleshooting flow (no modem test, no wired test, no interference check).
  • Misread and incorrectly confirmed the customer's email address, risking failed follow-up.
  • Did not check or suggest changing Wi-Fi channel or band, despite being a common fix for speed issues on older routers.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent declared device end-of-support and offered only email tips without resolving or meaningfully advancing the speed issue.
R2 Not Met Diagnostic thoroughness conf 90%
No diagnostic steps performed — agent did not ask for wired test, check ISP plan details, or verify router settings.
R3 Not Met Correct resolution path conf 85%
Agent cited end-of-support status correctly but failed to offer best-effort troubleshooting (e.g., firmware check, channel change, wired test) expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 100%
Agent failed to apply a logical diagnostic process; skipped the mandatory wired-to-modem and wired-to-router tests required by universal_speed_performance.md and universal_speed_below_plan.md to isolate the root cause.
T2 Not Met Appropriate tools / resources used conf 100%
Agent used no tools or guided the customer to use any (e.g., local browser access at 192.168.1.1) to verify settings, despite the issue clearly requiring them per the Speed & Performance KB.
T3 Not Met No misinformation conf 100%
Agent made multiple technically unsupported claims: 1) That Wi-Fi speed 'should be half' of subscription speed (contradicted by universal_speed_performance.md which focuses on placement/interference, not a fixed 50% cap); 2) That no troubleshooting can be done because of 'end of support' (contradicted by the OOW standard in the rubric requiring best-effort troubleshooting).
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic control but failed to set clear expectations or structure troubleshooting; conversation drifted without direction.
C2 Partially Met Confirmed understanding conf 80%
Agent used some plain language but repeated technical assertions without confirming understanding or adapting to customer confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent disclaimed responsibility by citing end-of-support status and offered no hands-on troubleshooting, transferring burden to customer.
O2 Partially Met Proactive follow-through conf 85%
Agent committed to email troubleshooting tips but provided no timeline, content preview, or follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case history to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was clearly warranted given the issue could have been triaged with basic steps.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent failed to acknowledge customer frustration or express empathy; remained transactional despite customer expressing dissatisfaction.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt tone or pacing to customer’s confusion; continued with scripted responses despite customer’s difficulty.
X3 Not Met Overall experience conf 90%
Customer had to repeat name spelling and restate problem; agent asked customer to find Ethernet cable instead of guiding through alternatives.
Call Transcript24 turns · 26 lines
Speaker 1
you
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 be ready with the Serial number and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Thank you for calling Linksys support. My name is Gerald—how can I help? [silence] You've got it. What is the serial number and model number of your Linksys router? [silence]
00:00
Speaker 1
the model is EA7450 serial number 32Y20 M29C 00559. [silence] [silence] the Shannon Coney [silence] S hay
01:00
Speaker 2
All right, let me check. Can I also ask for your first name and last name? And what is your email address? [silence] I'm not sure if I got it correct right here. You can correct me if I'm wrong. So this is S as in Sam, H as in Henry, A as in Alpha, Y as in yellow, O as in Oscar, N as in Nancy, B as in Boy, L as in Larry, A as in Alpha, Y as in yellow. And you know that comes B E L. A Y, okay. Okay. So can you tell me more about the the problem? Like you said about the speed, so what's the problem with the speed?
01:00
Speaker 1
of paying for 500 um and I'm getting sometimes as low as 180 um I'm 12 ft from the router if I'm closer at the same time I would then get 230 um and a little more on my husband's computer I don't know why 290 and 310 this has been for over a month and if I unplug my power cord my videos get delayed don't know what that's about. just my oh to my computer well I don't use the Ethernet I mean the power cord to
03:00
Speaker 2
uh, what what do you mean by the power call? You're not talking about the ethernet? Oh, talking about the ethernet, right? Or? uh, oh. I'm not sure I understand. [silence]
03:00
Speaker 1
[silence]
04:00
Speaker 2
I see oh, right well instead of that if it's a power cord or something wrong with the power or I'm not sure how to help with that but with the router let me see what I can do. Regarding your speed, you subscribe for 50 Mbps. And it seems to me that you're getting the right speed, because you said 200 plus 180 when using Wi-Fi, right? This is Wi-Fi, not cable. Is that by a cable?
04:00
Speaker 1
No, just standing closer to it. It's still Wi-Fi. They suggested I hardwire it in to test things, but I can't find another Ethernet cable. Well, that's the. That's not what they told me. They told me that we should be, I should be getting close to 500. My uploading speed is [silence]
05:00
Speaker 2
I'm sure that got you up but so still Wi-Fi at it right even if you harder that you probably can get the 500 or up close to 500 MPS that you that you subscribe however using Wi-Fi speed there will be half I mean the expected expected speed should be half of the the subscription speed because it's Wi-Fi when you're nearby sometimes you can get 300 400 up to 500 if you want a full speed you need the cable ethernet cable I'm sorry go ahead.
05:00
Speaker 1
So slow as well, my, this says, 23 is my upload speed, and my plans, my other speed, whatever it is, is 221, and that's standing on top of the router. Isn't that a little slow? Yes, it's, I, I will tell you, I'm, I'm signing back in. If it'll load, it takes long time to load. Um, uh, let's see what it says. Shoot. I don't know that I can find, I saw it before. I saw the, um, what I
06:00
Speaker 2
So the download is 221, the upload it uh with regards to download that's not low, it's the right speed. But with regards to upload, I'm not sure what is your subscription speed to upload, because they can be different. So, you subscribe for 500 both up and down.
06:00
Speaker 1
I was paying 4 or speed for that. Take it. Um, yeah, I don't know where that was. Um, manage Internet and speed details. Okay. Let me see if it's loading again. Um, right now all I see is the 500) it did tell me how fast it should be. They said there's no reason why I should be getting less than half of what I'm paying for. Unless I had all kinds of streaming devices. That and I don't all we're talking about in this house is two computers that are not usually on at the same time and two phones. That's it. Um, sometimes the TV will be on one TV. They're all in one 800 square ft part of the.
07:00
Speaker 2
That is sure.
07:00
Speaker 1
It's an iPhone 12 and I I updated the operating system just this week. No, I don't need it to always be 500.
08:00
Speaker 2
what, what is your phone is it iPhone and what model is it? checking. Oh yeah, I agree. um, so you should get 500 or close to 500, but I think that that's not true when, when they say that you should be always get that speed because that's not true in Wi-Fi. that's not how the Wi-Fi works. the Wi-Fi always pick up the speed. if you want the speed, you need a cable connecting to your um, links to rather. Wi-Fi is for mobility. It's not for speed. depending on where you're at yes hey right let's see your device E7450 okay okay so with regards to your the model number EA7450 uh we can try to do some troubleshooting but i can guarantee you that the
08:00
Speaker 1
Uh. Y'all don't support it anymore even though it's it's-- I bought it from you. You you're saying-- Y'all won't do any support. What's in of support?
10:00
Speaker 2
speed that you're getting for downloaded, that's correct. We can probably get up to 4300, up to 400, but that's not always the case, because it goes up and down depending on where you are at, and also the wireless interference, the walls and something like that. But you said just there's nothing like that. However, when I checked the model number, we can't do troubleshooting, because unfortunately, this is end of support. So it ended 2025. What I can do, I can send you some troubleshooting tips via email. no one is trying with this router and the firmware of this, so end of support means we no longer support this model number, this specific model number. So the firmware of this cannot be or there will be no future update for the firmware of this model, EI 745
10:00
Speaker 1
so. Okay, so it seems like what you're saying is, I need to buy a new one. So why, so, so Yeah, but you're, you're saying you can't update the firmware.
11:00
Speaker 2
Zero. And it maybe it could be related to Firmware problem as well. It's not able to catch up with the latest technology. That I'm not 100% sure. But but yeah, uh I can, at least I can do is can send you some troubleshooting tips. Go ahead. You you can you can buy a new one, but I think you will get the same problem 200 200 plus. Uh but yeah, it's up to you. There's just how the Wi-Fi works. Mhm. There will be no future updates. Because we're no longer going to pastry also. They're No, no more. Um I mean, there's no no one is trained with this with model number. Yeah, I double check that right here and No, it's not. You are now logged in, speak freely.
11:00
Speaker 1
[DOWNWEIGHT] I'm sorry, I don't understand all the technology. It sounds like you're saying that the the the company that your company no longer will service this because you're saying it's not something they're they're doing anymore. So the other option is I try to do something that might not work or I buy a new one. Okay, yeah, just send me just send me that. Yeah, otherwise, I'm going to need to go through charter. I'm not going to buy from this company again. So if you could just send me what you have, I'll try to troubleshoot.
12:00
Speaker 2
You can always upgrade. It's best to upgrade to like the latest technology. But but then again, um, I I do think that your download speed is correct. You can probably get up to 300 if you change the Wi-Fi channel. That's why I'm going to send you some troubleshooting tips.
12:00
Speaker 1
Okay. You're going to send it? No, you're going to send it to my e-mail? You're going to send it to my e-mail? Okay. Yes please. Yes. Thank you. Okay. Okay. Thank you so much. Okay. Thanks. Bye bye. [silence]
13:00
Speaker 2
I will do that. But you have other questions? Sorry, sorry. Go ahead. Yeah, I'm going to send it to your email. Do you want me to read it back to you? I just want to make sure that it's correct. So that's, I'll read it back to you. So that's A as in Sam, A as in Henry, A as in Alpha, Y as in Yellow, O as in Oscar, N as in Nancy, B as in Boy, E as in Edward, L as in Larry, A as in Alpha, Y as in Yellow @yahoo.com, is that correct? I'll send it right. I think it's all standard. Not sure. I can talk. Bye bye. Bye bye.
13:00