V2 Rubric Detail — 78b59b2e-669f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 20:44
Duration
8m 36s
Contact
Kelly Lemons
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00133240
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Not getting enough speed

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution0.62/5
Technical2.81/5
Communication3.75/5
Ownership3.57/5
EscalationN/A
Customer Exp2.50/5
Overall46.6% (+2.6)

V2 Grader Summary

The customer reported significantly lower wireless speeds than expected on an MX5500 mesh system despite a 1 Gbps plan. The agent correctly explained the wired vs. wireless speed difference but failed to conduct structured troubleshooting or provide actionable remediation. No tools were used, no next steps given, and the call ended without resolution, resulting in an Unresolved outcome.

V1 Case Analysis

Customer reports inconsistent Wi-Fi speeds (801 Mbps vs 61 Mbps) on MX5500 mesh near parent node. Agent explained wireless limitations but performed no diagnostics. No resolution confirmed.

Troubleshooting Steps
  • Confirmed MX5500 model
  • Referenced prior speed test results (816.27 Mbps on iPhone 16)
  • Asked customer to verify Wi-Fi band in use
  • Explained general factors affecting wireless performance (distance, interference, device adapters)
Key Observations
  • Agent correctly identified the product model (MX5500) and referenced prior interaction, suggesting CRM access [02:00–03:00].
  • Agent accurately explained the inherent difference between wired and wireless speeds and cited relevant factors like interference, device adapters, and network congestion [05:00–07:00].
  • No wired speed test was performed to isolate whether the issue was upstream (modem/ISP), backhaul, or Wi-Fi radio — a standard first step for speed issues per KB guidance.
  • Agent did not guide the customer through mesh-specific diagnostics such as node reset, placement check, or backhaul verification despite visible speed discrepancy between devices.
  • Call ended without confirming resolution or offering any actionable next steps, despite unresolved technical issue.
Positive Highlights
  • Agent correctly identified the product model (MX5500) and referenced prior interaction, indicating CRM/case lookup was performed [02:00–03:00].
  • Accurately explained technical concepts including wired vs. wireless speed differences, 5 GHz vs. 2.4 GHz performance, and impact of device wireless adapters [05:00–07:00].
  • Maintained polite tone, used customer’s name (Kelly), and demonstrated basic call control without interrupting.
Agent Errors / Gaps
  • Did not collect or confirm serial number or warranty status, missing key protocol requirement for product-specific support.
  • Skipped essential troubleshooting steps: no wired speed test, no node reset, no backhaul or band steering verification, despite KB guidance for speed/performance issues.
  • Failed to offer any actionable next steps or self-help resources (e.g., KB article, email follow-up) after explaining limitations, contrary to KB guidance for unresolved speed issues.
  • Allowed call to close without confirming resolution, resulting in operational abandonment of an open technical issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call without resolution; speeds still significantly below expectations and no fix implemented.
R2 Not Met Diagnostic thoroughness conf 96%
Agent did not perform systematic troubleshooting (e.g., no modem-direct test, no node reboot, no router login to check settings).
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified wireless limitation vs. wired but failed to offer actionable steps like optimizing placement, checking interference, or adjusting bands.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent acknowledged prior speed test and ISP speed, but did not ask about device capabilities, signal strength, or channel congestion—key factors in 5 GHz performance.
T2 Not Met Appropriate tools / resources used conf 95%
No use of diagnostic tools: agent did not guide customer to log into router (http://192.168.1.1 or myrouter.local), check WAN speed, or verify backhaul type despite available data.
T3 Met No misinformation conf 99%
Agent accurately explained that wireless speeds are inherently lower than wired due to distance, interference, and device limitations.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control but did not set expectations, frame the diagnostic process, or manage transition to resolution.
C2 Met Confirmed understanding conf 92%
Used accessible language, confirmed understanding through repetition, and adapted to customer’s non-technical phrasing (e.g., 'parent modem').
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction, referenced prior case history, and did not transfer or disengage prematurely.
O2 Not Met Proactive follow-through conf 97%
No next steps, timeline, or follow-up plan provided; call ended abruptly after customer comment.
O3 Met Closure confirmation conf 96%
Agent referenced previous call, customer name (Kelly Lemons), email, device model (MX5500), and prior speed test results.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—this was a standard wireless performance inquiry within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent was polite but did not acknowledge customer frustration over inconsistent speeds or repeated calls; missed empathy opportunity.
X2 Partially Met Tone & rapport conf 89%
Agent responded appropriately but did not adjust pace or tone to customer’s urgency; no comprehension checks after technical points.
X3 Partially Met Overall experience conf 91%
Agent avoided unnecessary repetition by referencing prior notes, but did not reduce effort by offering remote diagnostics or specific self-help steps.
Call Transcript16 turns · 17 lines
Speaker 1
Yes. I have an Xfinity modem. Gateway. It gets 1,000 gigs. And then I have four of your nodes.
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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. Out of warranty products, paid support option may be available depending on the issue. [silence] Thank you for calling Linksys. This is Abby. How can I help you? Yes ma'am. Mm-hmm.
00:00
Speaker 1
They're not getting anywhere near that. And I, it cuts off at the nodes, the speed. 1,000 gig, or one gig. Yeah. [silence] No, and it, my desktop is not hardwired, it's Wi-Fi. But, the parent node, yeah, the parent node is hardwired to the modem. The parent node.
01:00
Speaker 2
Okay, how much speed did you get from your internet provider? One gig. Okay, so even if your computer is hardwired to the Linksys or to the parent node, ma'am, you're still, uh, um, you're you're not getting 1Gbps? It's wireless? Mhm. Gbps.
01:00
Speaker 1
And then I have three child nodes. But at this parent mode, it doesn't come anywhere near a thousand. Correct. Correct. That's not what I told her. That's not what I said to her. But hold on a second. Um, um, right. All right, hold on a second. Let me go. [silence]
02:00
Speaker 2
Yes. Mm-hmm. Because I have checked your previous record. I believe you've called five hours ago. Um, yes. And, uh, you ran, you ran some tests. Uh, for the five, if you're connected to the 5 gigahertz network, you're actually getting 816.27, um, mbps. Uh, that's actually on your iphone 16. It's, uh, recorded, um, it's documented here on the, on her notes. When you ran a speed test,
02:00
Speaker 1
Right now, I'm on my phone. Okay. So, I'm gonna go to speedpest.net. And I'm gonna hit go. And I'm sitting by the parent node and my modem. Correct. Yes. So, I just did, I'm on, hold on, let me find out what Wi-Fi I'm on. I just, I'm on, hold on, let me find out what Wi-Fi I'm on.
03:00
Speaker 2
Mm-hmm. Mm-hmm. So, you haven't. By the way, I just checked the record. This is Kelly Lemons. Email address is kmlemons64@gmail.com, and you have an MX5500 router. Correct. It's an MX5500 router. Mm-hmm. Okay. Yeah, sure, no problem.
03:00
Speaker 1
Okay, I got, I just did a speedtest.net and I'm trying to find where it is now. Okay, there it is, 801.91. Now, I'm going to get you my husband's, I'm going to get my husband's phone, I'm going to do the same thing, I'll be right by the parent node at the gateway, so hold on one second. [ silence ]
04:00
Speaker 2
So Ma'am, let me just yeah, let me just explain. Okay. The I believe that you've um you've uh you've had one GBPS um of speed from your internet provider that but that speed is hard wired, okay, not wireless. So there's really a difference between wired and wireless.
05:00
Speaker 1
OK. Well, I just, all right. So I just ran a speed test on his phone, which I'm sitting right next to the gateway and the parent modem, and he's getting 61.1. Hold on. let me check. double check. I'm sure that it is, but I'm going to double check. actually, hold on back on the phone. there, I'm going to try it one more time. hold on.
06:00
Speaker 2
because you also need to consider the distance the uh the interference and the channels, so if there's a a lot of wireless devices connecting to your wireless network, that will affect the the wireless speed that you're getting. Okay? you also need to consider the wireless adapter which is installed in your devices. Is it connected to the 5 gigahertz network or which network?
06:00
Speaker 1
on the five it's 715. 27 mm 715. 27 so yeah yeah [silence] okay [silence]
07:00
Speaker 2
I'm sorry. 7.5? 715. Okay, so 700 and BPS something. Yeah, so I believe that, yes, you're just getting the the speed, man. Okay. It's really though, it's not it's not one gig. Okay. Remember, this is wireless. Okay. There's really a difference between wired and wireless because you need to consider the distance and other.
07:00
Speaker 1
I understand what you're saying. But when he I didn't realize he had it on what what uh Wi-Fi he had it on and he was like I said on the on the 2.4 he was getting 71. And that's what he's like oh you gotta call him again. Something's wrong. So I appreciate your help. Everything's good. I will No that's it. Have a great weekend.
08:00
Speaker 2
wireless devices connected to it. Yeah, so not a problem. Not a problem, Miss Kelly. So would there be anything else? Okay. Thank you. And you too, Miss Kelly. Thank you for calling Linksys and you do have a great weekend. Have a great night. Bye-bye.
08:00