V2 Rubric Detail — 79ce2a3c-64ef-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 17:11
Duration
28m 37s
Contact
Frank Lipinski
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00132993
Support Country
United States
Product Family
MESH SYSTEMS
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.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership3.21/5
EscalationN/A
Customer Exp2.50/5
Overall43.4% (-12.7)

V2 Grader Summary

The agent partially engaged in troubleshooting and demonstrated some ownership and continuity, but failed to use proper diagnostic tools, provided technically inaccurate information, and closed without resolving the speed issue. While not a critical failure, the interaction fell short of full resolution due to incomplete diagnostics and premature hardware upsell.

V1 Case Analysis

Customer reports ~500 Mbps on WHW03 Velop mesh despite 1 Gbps ISP. Agent provided generic performance advice and recommended upgrading to a newer model (MX6200/MBE7000); no concrete fix achieved.

Troubleshooting Steps
  • Collected model (WHW0303) and serial number.
  • Confirmed ISP is Spectrum and modem speed is ~1 Gbps.
  • Provided explanation of wireless backhaul limitations.
  • Suggested power cycle and channel optimization.
  • Discussed firmware update limitations.
Key Observations
  • Agent never confirmed a wired speed test on the parent node to isolate whether the bottleneck is in the mesh or upstream.
  • Agent incorrectly claimed that child nodes always halve speed due to 'dual duplexer' (non-standard term), which misrepresents how mesh backhaul works and fails to distinguish between wired and wireless backhaul.
  • No verification of node placement, backhaul type, or physical topology was performed.
  • Agent skipped systematic troubleshooting and prematurely recommended hardware replacement.
  • No KB article, follow-up plan, or self-help resource was offered beyond product upsell.
Positive Highlights
  • Collected correct model number (WHW0303) and serial number (20J10M248-09-408) from the customer ([07:00]-[09:00]).
  • Confirmed the customer's ISP is Spectrum and acknowledged the modem-side speed test result ([11:00]).
  • Acknowledged customer frustration and maintained a generally calm and professional tone throughout the call.
  • Correctly noted that WHW03 no longer receives firmware updates, which is accurate per KB.
  • Provided accurate information about newer models (MX6200, MBE7000) and their capabilities ([19:00]-[24:00]).
Agent Errors / Gaps
  • Did not verify wired speed on the parent node to determine if the issue is within the mesh or upstream (critical omission at [11:00]-[13:00]).
  • Provided technically inaccurate explanation that child nodes 'divide' speed by two due to 'dual duplexer' ([13:00]), which is not a standard networking term and misrepresents mesh behavior.
  • Failed to confirm whether the customer is using wired or wireless backhaul, a key factor in performance analysis.
  • Did not check for interference, channel congestion, or QoS settings despite mentioning them.
  • Recommended hardware upgrade without ruling out configuration or environmental factors.
  • Did not offer any self-help resources, KB articles, or email follow-up after customer declined further troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded call by stating '500 Mbps is already good enough' without resolving the core speed issue or confirming customer satisfaction with subpar performance.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent suggested power cycling and mentioned firmware and wireless interference as factors, but did not verify wired speed on parent node or check backhaul type, skipping key diagnostic steps.
R3 Partially Met Correct resolution path conf 89%
Agent confirmed device is out of warranty and offered best-effort troubleshooting (reboot, reset), but prematurely pivoted to upsell without exhausting all configuration checks.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified possible causes like wireless backhaul halving speeds and outdated firmware, but failed to confirm if speed test was on parent node via Ethernet, a critical diagnostic gap.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not guide customer to check firmware version, run a wired speed test on the parent node, or access router settings to verify configuration.
T3 Partially Met No misinformation conf 87%
Agent correctly explained wireless backhaul speed reduction but inaccurately claimed WHW03 no longer receives firmware updates and lacks manual channel optimization, which contradicts KB documentation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent acknowledged customer’s concern and attempted to gather info, but lost control with long silences, filler words, and no clear agenda or transition structure.
C2 Partially Met Confirmed understanding conf 88%
Agent used simple terms and repeated some points, but did not confirm understanding after technical explanations or adjust pacing despite customer’s repeated interruptions.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent reviewed customer record and engaged with the issue, but shifted focus to product recommendation rather than owning resolution of the current device’s performance.
O2 Partially Met Proactive follow-through conf 89%
Agent suggested reboot and reset as next steps, but did not specify timelines or follow-up plan; later steps were vague suggestions to upgrade hardware.
O3 Met Closure confirmation conf 93%
Agent referenced prior customer record (name, email) and did not re-ask previously documented details, showing use of case continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted, as the issue was within L1 scope and customer did not request higher support.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent expressed understanding of customer’s frustration initially, but became transactional and dismissive by normalizing 500 Mbps as 'good enough' despite customer’s clear dissatisfaction.
X2 Partially Met Tone & rapport conf 87%
Agent maintained a polite tone and allowed customer to speak, but failed to adapt communication style to reduce confusion or disengagement during technical segments.
X3 Partially Met Overall experience conf 86%
Agent asked for model and serial despite having prior record, increasing customer effort, but did streamline some steps by referencing existing account data.
Call Transcript41 turns · 49 lines
Speaker 2
to provide a to two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. [silence] please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com.
00:00
Speaker 1
My name is Frank and I have two, I don't know which one is, I have two AC2200s. That's Len's nodes. They're working okay, except I can't hear you. I'm somebody talking on hold. So, yeah, okay. So I've got three velop nodes. It's the uh, whole home coverage. So 3-pack velop tri-band whole home Wi-Fi 5 system. And it's working fine. Except, um, I just signed on with, with, um,
01:00
Speaker 2
Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today? Okay. Uh... Yes, Sir. That's my colleague, but anyway, I will just [silence]
01:00
Speaker 1
OK, I had Spectrum and I have we've had Spectrum for internet service for years and years and works fine, but I signed on for Spectrum TV, which which means that the speed goes to 1 gigabyte per second. OK? And it's doing that there. Their modem is in there and the house gets it, except the nodes or the system or the router, whatever you want to call what I have in the house, will not bring the speed up. The best it'll get is to like 500. And I have 600 megabyte per second as part of our plan originally for speed and I just dealt with it. But they said, look, this is going to affect how your televisions are going to download and da da da da da. And he said, and because and they said, that's the reason that we offer the 1 gigabyte per second service, but you're not getting there. And they proved it. The technician was here and he showed me what was coming in and coming out of the modem for the for the uh um, you know, the spectrum modem. And it's right up there at 980. You know, sometimes it goes to 1.2 blah blah blah blah blah. But the bottom line is what's coming out of the parent node right, which is your Ethernet connected to the modem, is half of that. And they said, you may have to get some adjustments done. Um with with you guys. So, I can't see anything any help items to how to speed this thing up or or see what the issue is with it. And I guess so, the first question is, can this Linksys handle one gigabyte per second? They said, I need to ask that question. And I go, well, I was told by by uh Best Buy that this thing can handle anything that was coming its way. So that's where I'm at. And again, I have two sets of these. One primary that we're using and I got another one for backup nodes. So, um, it says the expiration date is [REDACTED_EXPIRATION_DATE] of [REDACTED_PAYMENT_DIGITS] for one of these, but that's Geek Squad stuff. And I know it's higher than that. I have, you know, higher service. So what can you do or tell me what to do to get this thing operating at the speed that's coming into the house? If that made sense to you. Okay. Right. That's good.
02:00
Speaker 2
Alright, sir. Thank you so much for that information, sir. And I totally understand where you're coming from with regard to the internet speed that you're concerning of. Um well um as what you've mentioned you are subscribed to a speed of 1 gigabit for a second. Alright. And um when you run a speed test, you were only getting 500 Mbps, right? [silence]
04:00
Speaker 1
Over and over and again, the same speed test that that spectrum ran. What they bring into the house and what comes out of their modem is anywhere from 980 to 1.2 gigabytes. What's comes out of our link to the system is is only 525. We've never had it higher than 525. [silence] Yes, yes. And there's an ethernet cable and the guy checked and he said, this is the right ethernet cable. It's the five something. And he looked at it and he said, so the cable's the right cable. Um, but they believe that there's something um, you know, it says right on the packaging, every tri-band node can broadcast on three wireless radio bands simultaneously with a combined Wi-Fi speed of 2.2 gigabytes per second. So the guy
05:00
Speaker 2
So I mean, the you're going to the restaurant, fast very Honor. Mm-hmm. that's that's hardwired. So when you run a speed test on the Linksys router, you did it hard wired to the parent node, right?
05:00
Speaker 1
[KEEP_UNCERTAIN] Says this thing is capable of doing it, but there may be something that you have to do with links is in order to get it there. So, and that's all I know. And I'm, you know, I don't technically, I'm not technically savvy in this. And so that's why I'm calling you. Okay. Okay. Okay. Oh, no, no, I I'm lee.
06:00
Speaker 2
Mm-hmm. I see. Yes sir, I- I- I understand, I understand that one. And um in order for me to really, you know, provide you an accurate answer to your question, if uh Linus IS rather is able to handle this speed as what the, you know, the box states or your where you purchased the device. I need to run some verification with you. So I'll be running you I'll be running some questions about your Linus router as well. Okay? So um I believe this isn't your first time calling Linus. [silence] Okay.
06:00
Speaker 1
I use your stuff for every long as I can remember. and you have been very successful with it. Yep. That's me. Yep. That's it. That's it. and it. got me. Okay. Model number, I guess it's on the wrapper. Model number, I'm looking, I'm looking, I'm looking. Oh, W H W 0 3 0 3. And the serial number I'll have Okay. I'll have to get you the one, the one, the main, the number one node is what we're using as,
07:00
Speaker 2
Alright, so I saw here a record under Mr. Frank Lippinski. Alright sir. And then your email address is um receperlip@bellsouth.net. Okay. Alright sir. Alright um so now sir can you provide me the model number and the serial number of your Linksys router? Okay. I think 03. yeah, I got it. How about the serial number? [silence] So after you log in, click in the left corner, [silence] Yeah yes sir. All right. Try to pick that and then tell me what do you see afterpick? Uh, You see there the two point four the five? And then the five. Three. The three. Uh, you see there the two point four and had five All right, so no problem. They are the different Wi-Fi networks for two point four and five? Uh huh. Uh, So you can try The labeled name. The label name. So for two point four this is the two point four the five, you don't need to Insert that. Third that. Uh, Before, before four. All right, Let me just. Just, uh, read me
07:00
Speaker 1
[silence] Yes, that sounds right. [silence] [silence] r20 j10 M2 4 Alpha 9 4 0 8. [silence] [silence] I think that's it. I think we got it. [silence] [silence] [silence] [silence] And they think we're fine. They're working fine. They're just not fast enough.
09:00
Speaker 2
Yes, I'm just listening. But anyway, let me just repeat that one for you. It's 20J10M for Max, 248-09-408. Is that correct? Okay, all right. And then you can hit.
09:00
Speaker 1
and we're we're using three nodes for new spectrum yep and and we have the new one gigabyte per second service and we're transitioning to their television as soon as this is resolved then we're going to hook up the TV because we have TV service with them now as a couple days ago yep one here the other two they all test good they say they're put now they got green lights okay oh I'm sorry okay
10:00
Speaker 2
All right, all right. Um, yes. And then your your internet service provider is spectrum. Yeah, we'll be trying to. Mm-hmm. Uh-huh. Uh-huh. Uh-huh. Okay. So let me just. Mm-hmm. Ha, uh-huh. Uh-huh. Uh-huh. Mm-hmm. Alright. Uh-huh. Uh-huh. Okay. Mm-hmm. Uh-huh. Uh-huh. Okay. Mm-hmm. Okay. Uh-huh. Let me just finish up the record here, sir, okay? Just bear with me. And I'm also still check I'm also checking with your router's information here. I mean, yeah. Uh 225. Uh huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Uh-huh. Okay. Uh-huh. Uh-huh. Okay. Mm-hmm. Uh-huh. Uh-huh. Okay. Uh-huh. Let me just finish up the record here, sir, okay? Just bear with me. And I'm also still check I'm also checking with your router's information here. I mean, yeah. 3.294 terminals. Alright. Okay. There are actually a lot of factors, sir, that may have caused your speed to go down to 500 MBPS and you're not getting the enough speed that you are subscribed to. Well, um the possible reason would be first is, um wired versus wireless speed limitations. So the speed test on the modem is likely, um yeah, they're both done hardwired, right? So you've done, um a speed test on the modem connecting it directly to an Ethernet cable. That's why you're getting the 1.2 gigabit per second, and then on the
10:00
Speaker 1
There we go. I lost you at the first second. [silence]
12:00
Speaker 2
From the right channel: nodes can be reduced compared to wired back haul, so that's why you're also getting you're not getting enough or you're not also getting the right speed or the subscribed speed on if you run a speed test on the child node, because technically there's what we call dual dual duplexer, which means that if your device or your child node is connected wirelessly, the the speed will be divided into two. So for example, you're subscribed to um 100 uh I mean uh one gigabit per second. So your child node will only get 500 gigabit per seconds and below. Also um There's what we call the network traffic and interference, so other devices or interferences on Wi-Fi channels can [silence]
12:00
Speaker 1
Right. I'm familiar with that one. I'm familiar with that - and it's: there is no prioritization. I made sure that that was not in for either eyes. [silence] [silence]
14:00
Speaker 2
Can reduce speeds and also there's, it also depends on the configuration that you did on your router settings. If you have like specially or you have prioritized a specific device to get the, to get more speed than the other devices, it would also cause your internet speed to be lowered from one gigabit per second. Okay. That's good. Well, well basically, sir, for this concern, you can just restart your, your whole network or system. You just have to un-
14:00
Speaker 1
Yeah, we did that... we did that...
15:00
Speaker 2
[DOWNWEIGHT] plug them from the power source as well as your modem, plug it back in one at a time, starting from your modem, wait for it to stabilize before you before you plug in your parent node and then wait for your parent node to go online before you plug in your child node and then so on and so forth. So, it's it's it's one way of refreshing your network. You can also try um the channel finder. So, or changing the channel of your device for I mean, to a a less congested channel. cuz 'is this model is, yeah, this model doesn't have this model doesn't have manual optimization. So, it it should be, I mean, automatic optimization. So, it should be manually optimized. Yeah, but
15:00
Speaker 1
Okay. And we did that when Spectrum was here. We except for the reconfiguration. We shut everything down and then plugged in. You know, we, we did that very thing.
16:00
Speaker 2
The software you can try to refresh your whole network by unplugging all your devices, your modem and your router from the power source and then plug it back in. And then if still, the issue is still the same, you can consider our last resort, which is resetting it back to its default settings which would erase all your configuration and you're going to reconfigure your device and start from scratch in setting it up. Yeah, so yes, everything has already been setup now. if you need further assistance.
16:00
Speaker 1
What, you're saying is, if I unplug the child nodes right now, if I just go unplug them and just use the parent node, then the speed, if that's the issue, then the speech should come up.
17:00
Speaker 2
Do not have any data? No, sir. No, sir, because it doesn't really matter if there's a child node or If there's a child node or there's no child node, because technically the source from your parent node is from the the internet source, your spectrum modem. What I was saying earlier is that if your child node is connected wirelessly, they will only get half of the speed. So it's probably because also of the, you know, we no longer update the firmware of this specific model. So, outdated, yeah, outdated firmware also would cause or effects the speeds of the device.
17:00
Speaker 1
Wow. So what you're saying basically, if I understand it is I need to get a new system that's supported by this.
18:00
Speaker 2
Mhm. Um, you may consider that one, sir. But uh, I may suggest as well, if you wish to really have a better connectivity, I would also be um, recommend, I mean, considering upgrading to a new router because this device that you have right now is far beyond our latest routers. It's actually like the second mesh model that we released. Um, So, we have, we have multiple models after that model. So yeah, it's, it's kinda outdated. And um, this device is already, or this model is already part of our
18:00
Speaker 1
So what do you have out now so I can so I can consider going to Best Buy and getting what's the what's the one that you recommend or that you guys have the least problems with? [silence] Dell Optiplex Pro 6000.
19:00
Speaker 2
We no longer manufacture this one. [silence] Okay. [silence] I consider [silence] for those particular people [silence] a mesh router that uses the latest mesh technology. [silence] Which is the cognitive mesh technology. [silence] You can consider the MX 6200 or its alternative name is Velop Pro 6E. Yeah, Velop Pro 6E. Pro 6E, yeah. We also, also this Velop Pro Pro 6E is a TriBand. So it doesn't just support 2.4 and 5 GHz, but it also supports 6 GHz, which is a lot faster and can cover, um, faster data transfer. Also, it, uh, supports Wi-Fi 6E. It's not just Wi-Fi 6. So, it's, it was previously the the latest Wi-Fi standard, but for now we do have Wi-Fi 7 routers, which is the latest standard, the Wi-Fi standard. So since it's it's rare to find or it it's rare for the devices to um connect to the Wi-Fi 7 or there are no there are there are not a lot of devices that are capable of Wi-Fi 7. It is less congested. [silence]
19:00
Speaker 1
Okay, well, which one is that one? M.M. M.M.M. Mike. Mike Victor. M.M. Got it. All right, okay. So if I was to get the NBA 7000 how long is that gonna go before it at the end the life or you don't support it? It's a pretty pretty new.
21:00
Speaker 2
1600 is just dual band so it's only support 2.45 gigahertz but it's a lot... it's a lot more advanced than the MBE 7000. Since it was just released last, I think last 2023, sir it would still be supported until until [silence] 2030, 233.
22:00
Speaker 1
Oh, really? So the MDB 7000's where I ought to be going instead of the LN 1600. because you said develop micro. All right. And that should speed it up.
23:00
Speaker 2
DE1 and my estimation. But, actually, sir, that's also one of my favorite routers, if I would say, because it has better penetration as well, so it can penetrate through thick walls, except for metal walls, though. Yeah. not being biased, but I would go with MDB 7000. Yes, sir. And it supports 2.5, In terms of internet port, so if in case that you're going to upgrade from 1 gigabit to 2 gigabit, it can support up to 2.5 gigabit per second? Yeah, sure. Yeah. Yeah, sure. Mhm. Mhm. Yeah, if if uh yeah, if the issue still the same, sir, that would go or boil as down to it's firmware. So fortunately, we no longer update its firmware. So yeah, [silence] The work that we're doing
23:00
Speaker 1
It is working. It's functioning. There is no problem with the nerves. They're doing the right thing. It's just uh that it's not up to speed. Is it? Right, exactly, exactly. And and there's a reason they want these things at one gigabyte. And I gotta believe it's because they're you know, the the television stations are coming through via the Wi-Fi. In other words, there's no cables to the these news to install Wi-Fi. All right. I think I understand that. I think I understand. Yeah, I mean, it is working. So like it's not working. It's just not doing the Transcribe this audio from the left channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
25:00
Speaker 2
Yes, sir. Yeah, but but actually, the 500 Mbps is really good. Actually, it's already fast enough. But then again, it's not um. the enough or the the subscribe speed that you're paying for. [silence] Hmm. Hmm. Nice. Yeah, sir. All right, sir. So, I guess um we're all good for now, sir Frank.
25:00
Speaker 1
Right, that's correct. Okay, well, I'll take your word for it because you are the professional. Well thank you. [music] No, that's it. It's been working just fine. I got another I got another one of these because one of the nodes went bad. And the price of the node and the price of another unit when I bought them were, you know, just about, you know, not that much more so I just got a hold of another system. That way I'd have spare nodes. But looks like I'm not going to.
26:00
Speaker 2
Actually, okay. If it's still working, sir, then that would be fine. It's just that it's not giving you the enough speed that you're subscribed to, but the 500 MBPS is already good. Yes. Haha. Sure, sir. All right, sir. So I guess that would be all for now, Sir Frank. Thank you so much for calling Linksys. Um, just let me know if there's anything else that, uh, would you like me to address, or, you need assistance with? Okay, sir. I see. Mm hmm. Mm hmm. Yeah. Mm hmm. But if you're going to [silence]
26:00
Speaker 1
Really?
27:00
Speaker 2
you get umb 7,000 in the future, so you can actually try to add those whw03 that you have as a child node because they are back. I mean, yeah, because um the MB7000 is backward compatible, so you can add um child nodes with a different model. It's just that it you may encounter issues with uh the connectivity though, but it it works fine, actually. Yeah, sir. Um with yeah, yeah, it comes with uh one, two and three in one pack. So you can either choose three or two. Um
27:00
Speaker 1
yeah that's all I need yeah three I have three in the house so alright yeah that's good that's us that's us alright well I got to do what I got to do and thanks for your help but you know the thing has been absolutely reliable so alrighty well thank you sir you too thanks bye now
28:00
Speaker 2
Sure. Uh-huh. And it-it-it covers 3,000 square feet, so, yeah. Mmhmm. All right, sir. Uh-huh. That's good to hear, sir. All right. You're very much welcome, Sir Frank, and, and thank you so well for calling again. Have a great day and take care. Bye for now. Sir Frank? Bye for now.
28:00