Call Detail: 7e22add4-7358-11f1-9

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Call Start

2026-06-29 01:18

Duration

12m 51s

Contact

梁小姐

Issue Type

Feature Question

V2 Outcome

Partial Resolution

V2 Band

Needs Improvement

Agent & Case Context

Agent

Xiangjie Zhang

HappyFox Case

#GI00135057

Support Country

Hong Kong

Product Family

ROUTERS

CSAT

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Sentiment Trajectory

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Ticket subject: LN3121 售前咨询

V1 Rubric Scores

Resolution4.00/5

Accuracy5.00/5

Communication3.00/5

Protocol3.00/5

Efficiency3.00/5

Overall3.9/5

V2 Rubric Scores

Resolution2.19/5

Technical4.06/5

Communication2.50/5

Ownership2.50/5

EscalationN/A

Customer Exp2.50/5

Overall54.9% (-23.1)

V2 Grader Summary

The agent correctly diagnosed the hardware speed limitation of the LN3121 (1000 Mbps) and recommended suitable alternatives (MX6200, LN1101) to support the customer's 2500 Mbps plan, consistent with KB guidance. While communication and ownership were weak, the technical guidance provided was accurate and actionable, advancing the customer toward an informed decision without full resolution.

V1 Case Analysis

Customer inquired about parental control instant-stop feature and 2.5 Gbps WAN port support across several models (EA8300, LN3121, LN321, LN1400, MX6200, MR7500, LN1100). Agent confirmed parental controls are available and correctly advised that LN321 only supports 1 Gbps WAN, recommending higher-tier models with 2.5 Gbps ports. Customer acknowledged information and ended call.

Troubleshooting Steps

Confirmed parental control functionality is available on current models
Verified WAN port speed limitations of LN321 (1 Gbps max)
Recommended alternative models with 2.5 Gbps WAN ports (LN1400, MX6200, LN1100)

Key Observations

Agent correctly identified that the LN321 has a 1 Gbps WAN port limitation (transcript [05:26]), which is accurate per product specifications.
Agent accurately recommended models with 2.5 Gbps ports: LN1400, MX6200, and LN1100 (transcript [07:29], [08:23], [10:43]), which aligns with Linksys product capabilities.
Agent clearly explained the difference between wireless speed and wired WAN throughput, helping the customer understand why a 2400 Mbps wireless router may still be bottlenecked by a 1 Gbps WAN port (transcript [05:48]-[05:52]).
Agent confirmed that parental control 'instant-stop' functionality is available on current models (transcript [04:20], [12:30]), which is correct per universal_parental_controls.md.
Agent did not collect serial number or warranty information, but this was not necessary as the call was a feature inquiry, not a support issue requiring warranty validation.
Agent did not offer escalation or follow-up, but the customer received the information he needed and ended the call voluntarily.

Positive Highlights

Agent provided accurate technical information about WAN port capabilities and parental controls, directly answering the customer's questions.
Agent correctly identified that the LN321 only supports 1 Gbps on its WAN port, preventing the customer from making a poor purchasing decision.
Agent recommended appropriate alternative models (LN1400, MX6200, LN1100) that meet the customer's 2.5 Gbps requirement.
Agent explained the distinction between wireless speed and wired WAN throughput, demonstrating good technical understanding.
Call concluded with the customer having the information needed to proceed, resulting in a successful self-help outcome.

Agent Errors / Gaps

Agent used non-standard model name 'LN321' instead of the correct 'LN1400' when first discussing 2.5 Gbps models (transcript [07:29]), which could cause confusion, though corrected later.
Agent referred to 'RAM port' instead of 'WAN port' (transcript [05:26]), which is technically inaccurate and could mislead the customer about the nature of the limitation.
Agent's communication was hesitant and filled with filler sounds ('Hmm', 'Ah'), which reduced clarity and confidence (transcript [04:48], [06:12], [09:37]).

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 95%

Agent never confirms a solution; the customer is still looking for a router that can handle 2500 Mbps and ends the call planning to check with store staff.

R2 Partially Met Diagnostic thoroughness conf 90%

Agent diagnosed the core issue — hardware port limitation — based on product specs, which constitutes meaningful progress by ruling out configuration or ISP issues, though no speed test or modem check was performed.

R3 Met Correct resolution path conf 95%

Agent correctly identified the LN3121's 1 Gbps port limitation and recommended models with 2.5Gbps ports (MX6200, LN1400, LN1101), aligning with KB guidance on hardware limits and appropriate upgrades for the customer's 2500 Mbps plan.

Technical Accuracy

T1 Partially Met Technically accurate info conf 88%

Agent identified the symptom (need for 2500 Mbps throughput) and correctly attributed it to the router’s port speed limit, though no direct questions were asked about current performance or ISP plan.

T2 Met Appropriate tools / resources used conf 96%

The issue (hardware speed limit) was resolved using accurate KB information; no tools (e.g., remote access, logs) were necessary as the problem is model-specific and factual.

T3 Met No misinformation conf 97%

Agent correctly stated LN3121 supports only 1000 Mbps WAN/LAN ports, consistent with universal_hardware_speed_limits KB; recommended models (MX6200, LN1101) are confirmed Gigabit or multi-gigabit capable.

Communication

C1 Partially Met Clear & professional language conf 85%

Agent lacked strong framing or transitions but maintained basic control by redirecting the conversation to relevant models and clarifying technical points despite customer confusion.

C2 Partially Met Confirmed understanding conf 87%

Agent used simple terms to explain port limits and matched some of the customer’s phrasing (e.g., '吃' for throughput), though minimal comprehension checks and excessive filler ('嗯') reduced clarity.

Customer Ownership

O1 Partially Met Ownership & empathy conf 90%

Agent did not transfer or abandon the case and provided detailed product guidance, but did not commit to follow-up or take full ownership beyond the call.

O2 Partially Met Proactive follow-through conf 88%

Agent suggested specific models (LN1101, MX6200) as next steps and confirmed parental control functionality, but did not set a timeline or offer callback, leaving action to the customer.

O3 Not Applicable Closure confirmation conf 100%

This is the first contact; no prior case history exists to maintain.

Escalation Judgment

E1 Not Applicable Correct escalation decision conf 100%

No escalation occurred and none was warranted — the agent handled a product compatibility inquiry within L1 scope.

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 86%

Agent acknowledged the parental control need and affirmed it is supported on recommended models, showing basic empathy, though not explicitly validating frustration.

X2 Partially Met Tone & rapport conf 85%

Agent adapted to customer’s focus on physical form factor and parental controls, adjusting recommendations accordingly, despite repetitive speech patterns.

X3 Partially Met Overall experience conf 84%

Agent avoided unnecessary steps like factory resets or firmware updates, but customer repeated model numbers due to unclear articulation, indicating some avoidable friction.

Call Transcript134 turns · 159 lines

Speaker 2

Welcome to Linksys Support. To assure quality service, your call may be monitored. To continue in English, press 1 now. 普通話,請按R。廣東話,請按3字。請等候技術資源。你可能需要網絡服務供應商提供給你的帳戶密碼。請你準備好。普通話,請按R。廣東話,請按R。請等候技術資源。你可能需要網絡服務供應商提供給你的帳戶密碼。請你準備好。