V2 Rubric Detail — 804cb2d4-65bc-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 17:39
Duration
6m 40s
Contact
John Tilburt
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution2.19/5
Technical5.00/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall68.2% (+14.2)

V2 Grader Summary

The agent applied a logical and technically accurate diagnostic process, correctly isolating the issue to wireless performance. However, the call ended before completing troubleshooting or providing a resolution, resulting in an Unresolved outcome. While ownership and technical accuracy were strong, empathy and next-step clarity were only partially met.

V1 Case Analysis

Customer reports TV buffering in another room; wired speed 559 Mbps confirmed, wireless performance not verified. Agent requested iPhone speed test but did not resolve issue or provide next steps.

Troubleshooting Steps
  • Verified ISP (Spectrum) and advertised speed tier.
  • Confirmed wired speed on desktop (559 Mbps).
  • Identified router model MX6200.
  • Requested wireless speed test on iPhone near main node.
Key Observations
  • Agent confirmed wired performance but did not verify how the TV is connected (Wi-Fi vs Ethernet).
  • No signal strength or node placement assessment was performed for the TV area.
  • Warranty and serial number were never collected; support eligibility was not addressed.
  • Instructions were vague and the call ended without a clear resolution or next-step plan.
  • Agent did not transition troubleshooting from main node to edge device (TV), missing key isolation step.
  • Technical advice given (speedtest.net, Safari browser) was correct per KB and did not contradict any guidance.
Positive Highlights
  • Collected router model number (MX6200) and confirmed ISP (Spectrum) early in the call ([01:00]-[02:00]).
  • Verified that wired speed is within expected range (559 Mbps), correctly isolating the issue to wireless or client side ([04:00]).
  • Asked the customer to run a wireless speed test on a mobile device to begin assessing Wi-Fi performance ([05:00]-[06:00]).
  • Correctly explained that the parent node’s wireless performance affects downstream nodes, showing understanding of mesh topology.
  • Technical instructions (speedtest.net, Safari browser) were accurate and aligned with KB guidance.
Agent Errors / Gaps
  • Did not ask whether the TV is using Wi-Fi or Ethernet (critical omission at [05:00]).
  • Failed to collect serial number or confirm warranty status, resulting in a meaningful protocol gap.
  • Provided only a generic speed-test suggestion without guiding the customer on interpreting results or next actions.
  • Did not offer concrete troubleshooting steps (e.g., signal check, node repositioning, backhaul options).
  • Did not assess wireless performance at the TV location or confirm client device capabilities; troubleshooting remained at main node only.
  • Did not clarify if the iPhone test was run or what results were obtained before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The agent did not resolve the issue or confirm resolution; the call ended mid-diagnosis with no solution provided for the TV's slow WiFi.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent verified wired speed and initiated wireless testing but did not complete troubleshooting (e.g., no node placement check, no 5 GHz verification, no wired TV test).
R3 Met Correct resolution path conf 95%
Agent correctly isolated the problem to wireless performance after confirming wired speeds were acceptable, aligning with KB guidance for speed issues.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Agent followed a logical sequence: confirmed ISP, subscription speed, tested wired performance, and moved to wireless testing—consistent with KB diagnostic flow.
T2 Met Appropriate tools / resources used conf 94%
Agent appropriately used speedtest.net to validate both wired and wireless performance, a standard and valid tool for this scenario.
T3 Met No misinformation conf 97%
All technical information provided (e.g., wired speed of 559 Mbps on a 500 Mbps plan) was accurate and consistent with Linksys KB recommendations.
Communication
C1 Met Clear & professional language conf 95%
Agent opened the call professionally, confirmed customer details, maintained focus on diagnostics, and guided the interaction without losing control.
C2 Partially Met Confirmed understanding conf 89%
Agent used mostly clear language but included vague phrasing like 'splitting their signal from this main one' which may not be easily understood by non-technical users.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent did not transfer the call and continued to work on the issue directly, demonstrating ownership of the case.
O2 Partially Met Proactive follow-through conf 88%
Agent instructed the customer to run a speed test on the iPhone but did not establish a clear timeline or next steps after the test result.
O3 Not Applicable Closure confirmation conf 99%
No prior case history was referenced or observable; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted at this stage of troubleshooting.
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 87%
Agent acknowledged the issue but did not express empathy or validate the customer's frustration over prolonged buffering issues.
X2 Partially Met Tone & rapport conf 86%
Agent maintained a consistent pace but did not adjust for customer confusion (e.g., repeating 'next room' without clarifying node layout).
X3 Partially Met Overall experience conf 85%
Agent avoided re-asking known information but required customer to self-run tests without offering remote tools or simplifying steps.
Call Transcript14 turns · 14 lines
Speaker 1
Yes, I'm having some trouble with my internet speeds and [silence] Yes, I'm having some trouble with my internet speeds and
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 1 now. For out-of-warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling linksys. How can we help you? [silence]
00:00
Speaker 1
Seems to be okay at the modem and at my desktop but the links to the TV out in the other room such are not good. Wonder if you could help me. Yes. Yes. Who's my service provider? Spectrum. Yes, correct. Yes. Well, yeah, yeah, I'd say it's been
01:00
Speaker 2
Okay, just to verify if I got your concern correctly. You're calling about slow internet connection. Am I right? Okay. Who's your internet service provider? Yeah. Is it Spectrum? Okay. And am I talking to John Tuber? Okay. And just verify your product that you're calling for, model number is MX6200, is that correct? And since you're calling for slow internet connection, since when did you observe it happened? Is it already a week?
01:00
Speaker 1
Well, then, uh more than that uh I just uh gradually notice stuff getting slower on the TV, y'know, more buffering and all that. And I just finally checked but it says it's been going on for a couple, y'know, maybe a month or something like that. Uh, I'm paying for 500, I'm actually getting 600. Uh, how do I, how do I do that on the linksys? I just did one on the TV to the linksys, and they got like sub- said the spectrum was giving me 604, but at the TV, which is just in the next room.
02:00
Speaker 2
okay, if that's the case, then what's the subscription speed that you have from Spectrum? What's the speed that you're paying for? Okay. 600. Can you run a speed test right now connected to Linksys Wi-Fi? What device is that?
02:00
Speaker 1
Do you want me to repeat? Right, now what if I want to do that? As far as like, do I have to do it on my, yeah. Speedtest.net. Is that, okay, speedtest.net, Google search, okay, is that the one speedtest by Ookla? Okay. Please press that.
03:00
Speaker 2
Mm hmm. Hmm. Hmm. When you're on a speed test, when you're right next to the main node, I would like to know if the main node can detect 500 speed. Yeah, the main one right next to the main one. Uh hmm, just open a browser and let's use the third part website. It's going to be speedtest.net. access speedtest.net. Uh hmm, yep.
03:00
Speaker 1
and go, it's working on it. Right now I'm doing the speed test on the desktop. Says my download speed is 559. At the desktop, yeah. That is yes, it is. I didn't have it wired yesterday and I tried it and I was only getting like, I don't know, 50 or 60 something like that. Didn't realize I didn't have it connected up. Anyway,
04:00
Speaker 2
Is that an iPhone? The device you're using now? A desktop. Okay. So, it's a Windows desktop? 559 Mbps. And is that wired directly to the parents node or not? Mm. Okay, all right.
04:00
Speaker 1
Right. Okay. Well I'm on an iPhone now and the problem one I'm having problem with primarily is the TV in the next room.
05:00
Speaker 2
that's actually good, John. We have wired speed right now, which is the right one because you're paying for 500 and BPS, and right now the wired connection is getting 559. So there's nothing wrong with the wired speed. Now let's check the wireless speed. Do you have a device like iPhone iPad or Android phone? Mm-hmm. Yeah, we'll gonna um, focus that one later. For now, let's focus first if the parent node is providing enough speed, because if it's slow, the TV next room we're really gonna have even slower internet connection. Because the child nodes are getting.
05:00
Speaker 1
Right. Okay. but do I have to unplug it in from the main computer to do that wise oh okay okay okay I can do it on iPhone just didn't know what you wanted um
06:00
Speaker 2
splitting their signal from this main one. So let's check first with the wireless speed available in this main node. Run a speedtest using the same link speedtest.net and you don't have to if you'll run the speedtest using your phone but if you'll use your desktop then yeah you have really have to unplug it but it's much better if it's iPhone. Yeah. Open Safari.
06:00