V2 Rubric Detail — 81db0192-7740-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-04 00:37
Duration
35m 21s
Contact
Andranik Chinaryan
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135882
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA9500_Slow wired connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication1.25/5
Ownership2.50/5
Escalation5.00/5
Customer Exp0.00/5
Overall34.4% (-1.6)

V2 Grader Summary

The agent failed to diagnose the likely hardware speed limit (100 Mbps ports) per KB, provided technically inaccurate information, and omitted essential diagnostics like a modem speed test. Despite offering some troubleshooting, no resolution was achieved, and customer effort was increased through poor communication and external redirects.

V1 Case Analysis

Customer reports wired speeds limited to ~70–90 Mbps on 500 Mbps plan; serial 17A1104702923. Agent advised modem-direct test, NIC check, and router reset but failed to collect model number or confirm access. No case created. Customer to self-troubleshoot. Follow-up needed.

Troubleshooting Steps
  • Suggested power-cycling modem and router.
  • Advised direct-to-modem speed test to verify ISP speed.
  • Recommended checking PC Ethernet adapter for gigabit capability.
  • Proposed resetting and re-configuring the router.
  • Suggested hardware upgrade if ports are limited to 100 Mbps.
Key Observations
  • Agent never asked for the router model number, which is critical to determine if it has 100 Mbps ports (per universal_hardware_speed_limits.md).
  • Agent did not verify the customer's ability to access the modem directly or check the PC's NIC specifications.
  • Call contained multiple long silences (e.g., [24:00–26:00], [28:00–29:00]) and unclear statements, indicating poor call control and efficiency.
  • Agent mentioned '15.00' without context, potentially confusing the customer about cost.
  • No HappyFox case was created, and no clear follow-up mechanism was established beyond an unconfirmed email offer.
Positive Highlights
  • Correctly suggested power-cycling the modem and router.
  • Advised a direct-to-modem speed test to isolate ISP vs router issues, aligning with universal_isp_modem_diagnostics.md.
  • Identified that the router may be end-of-support and recommended newer Gigabit models like MX6200 and MBE7000.
Agent Errors / Gaps
  • Failed to collect router model number, preventing proper diagnosis of hardware speed limits (universal_hardware_speed_limits.md).
  • Did not confirm the customer's ISP plan speed before troubleshooting.
  • Did not verify the PC’s Ethernet NIC supports gigabit (1000 Mbps) — a critical step per universal_speed_5ghz_diagnostics.md and universal_isp_modem_diagnostics.md.
  • Provided a vague price reference ('15.00') without context, risking customer confusion.
  • Did not confirm whether the customer could access the modem directly or had a Gigabit-capable PC, violating prerequisite checks in KB guides.
  • Failed to create a HappyFox case or document the interaction, a core protocol requirement.
  • Allowed long silences and disorganized flow, losing call control and reducing efficiency.
  • Did not confirm email receipt or set a callback/follow-up, leaving the customer without a clear path forward.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the wired-speed issue was resolved; only suggested reset, modem check, and considered buying new hardware.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested power-cycling, checking modem, and resetting router but skipped critical step: speed test directly at modem to isolate ISP vs. router issue.
R3 Partially Met Correct resolution path conf 88%
Agent acknowledged router is end-of-support and suggested reset/replacement (aligns with OOW best-effort), but failed to identify 100 Mbps port limitation as a known hardware constraint.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified symptom (wired speeds ~70-90 Mbps) and asked about ISP/cables, but did not ask about router model or NIC capability — key diagnostic omissions.
T2 Not Met Appropriate tools / resources used conf 94%
No use of essential tools: no speed test at modem, no login to router UI to check port speed/settings, no firmware verification despite end-of-support claim.
T3 Not Met No misinformation conf 95%
Agent claimed router 'supports up to gigabyte of Ethernet' while symptoms and end-of-support status suggest older E-Series with 100Mbps ports; also provided incorrect URL 'support.linksis.com'.
Communication
C1 Not Met Clear & professional language conf 92%
No opening framing, multiple long silences, abrupt transitions (e.g., sudden shift to modem test), and agent lost control during customer confusion.
C2 Partially Met Confirmed understanding conf 86%
Agent used terms like 'Ethernet adapter' appropriately but did not confirm understanding; failed to simplify when customer expressed confusion ('WTF is not doing it').
Customer Ownership
O1 Partially Met Ownership & empathy conf 86%
Agent offered to email instructions but did not commit to follow-up or take full responsibility for resolving the issue.
O2 Partially Met Proactive follow-through conf 85%
Agent listed troubleshooting steps but provided no timeline, ownership, or callback commitment; next steps were vague and customer-led.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact on this issue.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation trigger met: issue within L1 scope, no hardware fault confirmed, no customer demand for escalation. Decision not to escalate appropriate.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed and none warranted; execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent never acknowledged customer frustration ('I'm so sure', 'I have to go to different company') nor expressed empathy or apology.
X2 Not Met Tone & rapport conf 91%
Agent maintained robotic tone, used filler ('um', 'okay'), and did not adapt to customer’s emotional state or pace; customer expressed confusion but agent did not adjust.
X3 Not Met Overall experience conf 92%
Customer repeated serial number and issue multiple times; agent directed to external website instead of providing instructions directly, increasing effort.
Call Transcript38 turns · 41 lines
Speaker 1
[silence]
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, paid support may be available, depending on your issue. To hear more about your services, 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]
00:00
Speaker 1
I'm still [ silence ] afraid your request [ silence ] exceeds my capabilities I won't be able to provide [ silence ] a response.
07:00
Speaker 2
Thank you for calling linking. This is Gila. How may I help you?
07:00
Speaker 1
9,500. Question, this product, my speed limit is over 500 megabytes per second on the 5G. I'm getting it. Let's say 4. 2.4 is a little less, but I have devices connected directly to it to the internet port. It's just barely giving me 90. 70 to 90. I just want to know is this product not support of 500 or why is it giving me less. Yes. 90. Yes. Four 500. Five G 500.
08:00
Speaker 2
Just what I'm saying right now is that when it's wired that's computer right that desktop. It's 90 megabytes per second of speed and the wireless is set on that wireless
08:00
Speaker 1
Uh, anything I'm, uh, do, I'm, I'm doing a speed test, is, uh, even on the phone is showing me 500, but I'm directly connecting it, it's supposed to be the direct connection should be more stronger than Wi-Fi, but it's giving me, uh, speed, it's Cab, uh, Cables, I'm using the, uh, what do you mean? Mm-hmm. [silence]
09:00
Speaker 2
Well, it's actually, sir. It also depends on the connection of your, or the type of like adapter of your router. Yeah. But how about the ethernet adapter of your computer? Like your computer also, it's like the same as Wi-Fi adapter. Responsible receiving the Wi-Fi signal. Okay. While the wired computer. There's also
09:00
Speaker 1
Mm-hmm. Mm-hmm. Mm-hmm. So because I testing on I just want to know is there a limit to this device because whatever I'm connecting to, uh even uh my son's computer is a gaming computer, he just paid, he just got a brand new $1,500 he just paid for it and got it. That computer is doing nine. Not even 99. Okay, I'll give it to you. I don't think it's under warranty, I bought it a long time ago. I just want to know why is that because I changing the cables, I'm putting multiple different ones, I'm trying the TV, I'm trying the let's say computer, uh the desk, everything I'm trying, it's not giving anything more than. Mhm Is it like.
10:00
Speaker 2
So a device we call it as an Ethernet adapter, that's responsible in receiving the signal from the router through wire. Okay. So before we continue, let me just ask the serial number of this router.
10:00
Speaker 1
Sometimes 70, sometimes 90. I mean it's just weird. I had this device a long time but uh uh it was great the Wi-Fi and this is something new. I'm just trying to so I actually moved to a new house and I uh ran ethernet cables to everywhere uh so I can have faster connection. Let's say to the office, kids' room because they're using playing games, but I'm getting less single than the Wi-Fi. Serial number is 17A 1104702923. Yes. [ silence ] Watching this, it look confusing. Okay. I know WTF is not doing it. Yeah. PlayStation, PS all the PS. Same thing. Uh the other, uh the TVs are the same thing. I running test on every single thing. It just barely the maximum, maximum it went up is 90. But I have 500 at home, you know? It's 4500 Mbps per second. But if I'm doing the speed test right now next to the router on my phone, it's even shooting over 500. [silence]
11:00
Speaker 2
It's it's like it it can go to like it can cater up to 1000 Mbps. Ok? Mhm. Mhm. Mhm. Mhm. And then and all their devices that is wired to it is um having problem with the wire. Um can you describe your browser? connection from provider? Is it um how much is your subscription? Alright. Seven. GSM. Mhm. Seven. seven.
18:00
Speaker 1
But the wired connection is barely going 70 to 90. Is it maybe some settings or something that got messed up? I don't know. I don't get it. 500. Yeah, I have the latest Cat 6 wiring on the whole house. My I can even give you the the specifics on the table I'm using. It's a it's a Cat 6 500 p 550 MAD Cat 6 cable. The whole house is done with that.
19:00
Speaker 2
okay. but your subscription from your provider? okay. right. so you could be that there is a need to check the configuration of the routers, sir, or it could be that there is a need to like um double check. And you use already a cat6 cable, right? Mm-hm. Mm-hm. um Mm. Hmm. [silence]
19:00
Speaker 1
I did. I went to the app, I reset the router, I did all that. I know I have 500 because when I do, when I'm on Wi-Fi connected with my phone to the 5G, it shoots over 500. So I know that like I thought maybe the internet company something happened, they're giving me less signal. But when I'm checking it, I do have 500 because on the 5G, I go next to the router, I do speed test and it shoots over 500. But anything that's wired, it has very low speed. I understand what you mean, like one device, maybe old, it's not capable of doing this, but my new TV is not doing it. Anything I connect to it, nothing.
20:00
Speaker 2
Okay. and you haven't tried like any like power cycling the router like turn it off and on again. Okay. Click on add it. Okay. bump. Um-huh. Change the IP address to then um-huh. Get three devices. Um-huh.
20:00
Speaker 1
is going over 90. yes. thank you. so I have to go by uh I uh no links is one of my I think. [silence] Mm-hmm. [silence] So I have to go by a by I know Linksys was one of my I think.
21:00
Speaker 2
Your ISP or your internet provider is it spectrum or Comcast? Spectrum. Okay. All right. So um, actually um, with the firmware update on this router, we could no longer like do an update on this one because this router is already end of support. Like end um, that means when it's end of support, um, linksys will no longer provide any software updates, technical support, or even security updates on this router. Be because the router that you have is kind of already like um, couple of years old already. There might be that's possible reason also like software issue. Okay. Mmhmm. That why is it that? Um,
21:00
Speaker 1
favorite companies, but looks like I have to go to different company. Is that what you're telling me? This is my Ford Linksys routers are good. One of your best routers I got. Before this, I even have two different routers that I still use in my other home. The blue one. I forgot the model number. The blue one with six antenna. This one has eight antenna. I have two of the other ones in my other properties. I always have the Linksys routers. Thank you. No problem. Thank you. [silence]
22:00
Speaker 2
Okay, how about, um, no, sir, um, okay, um, let me check sirs. Even if it's already an end of support router let me double check again what we can suggest in how to resolve okay, so let me just double check this. Okay, um, just down the line. Okay, just a minute or two. Thank you.
22:00
Speaker 1
I did because I am important. I'm so sure They wrote you a letter. No, I have my modem, I have my router and everything else directly connected to the router. Please. [silence] Please wait two, half.
24:00
Speaker 2
Your all wire devices. The router. Okay. [silence] The printer. [silence] The PS three were all being detected by the network as originally installed. [silence] Okay. [silence] The phone link appeared to be dialing, but cleared. [silence] When tested now, [silence] the phone link still dials but does not clear, [silence] leaving the network in partition status.
26:00
Speaker 1
вот как Республики Буркина-Фасо. Все классические дозы дают ежедневную дозу. Именно. Ребята. что такое метана для халай? Я думаю, конечно. Да.
28:00
Speaker 2
Okay, so here's the thing. Sure. Okay. So after the, um, here's a thing.
28:00
Speaker 1
Yes. I know that. It's working, but it it's not giving me the fast signal. I don't understand what could be the reason. Okay.
29:00
Speaker 2
And think sure before you're getting a good connection in this, right? [silence] When did it stop working? Because again, this router supports up to gigabyte of um Ethernet and internet port. Okay? So, um, okay, sure, this is just a suggestion. You can like also verify it directly to the modem. Um do a speed test on the modem. If you're getting above 90 or it will go to 500, that means your computer is capable of to that type of that, um, speed, okay?
29:00
Speaker 1
Hee Hee Nam, is it already directly connected to the router? My modem has only one connection and I tried putting it to the, that connection. It didn't work. [silence]
30:00
Speaker 2
Will and Wi-Fi will reach that speed, we can suggest if we can reset like res suggestions reset and reconfigure and reconfigure the settings of your router. And if you want guide on how to reset and reconfigure your router, you can go to our website, sir, that's support.Linksys.com. You can go use our AI tool or you can check articles on how to reset and reconfigure the router. But do that after you check, uh, your computer directly to the modem. Uh to test, um just to test, sir, if it's getting, uh. How about when it's connected to the modem? [silence]
30:00
Speaker 1
No, no. [sound].
31:00
Speaker 2
Yes, when you connected the computer to the modem, did you power cycle the modem and restart your computer to refresh the connection? You may try that once sir, sometimes you need to power cycle your modem and then also restart the computer to refresh, refresh its connection like so that the computer will identify that there's a modem not a router and then the modem also will identify that there's no router, it's a computer. Okay? Just to test sir, if your wired computer will uh detect up to 500 Mbps of connection. Then again, if it is capable.
31:00
Speaker 1
Mm-hmm . [speaker change] Okay. [speaker change] If I ask you is there any way you could, uh, the, the instructions on how to configure it, is there any way you could email that to me if I need to do it? [speaker change] Yeah, I can do that. Yeah, just, uh, when you get a chance, send me an email. [speaker change] Okay, [speaker change] and I can, uh, you know, I can get those out to you. [speaker change] Okay. [speaker change] Mm-hmm . [speaker change] Okay.
32:00
Speaker 2
Then you may proceed with doing the reset and reconfiguration of your router. Okay. And then for the, if in any case, it did not reach that speed, you may check the wired adapter of your computer if it supports gigabit connection or higher Mbps connection. Or you may also check with your provider if they can check also your modem. Okay. Hum let me
32:00
Speaker 1
I understand that I'll do all the troubleshooting. Maybe you're right but uh maybe the device is not capable of handling more than that. But I'll do all that troubleshooting and just in case to have the configuration too. That'll be my like last step. You know what I mean? If that doesn't work then I guess I have to buy something else. Which one is the best one out there right now for big homes? Yeah. Yeah.
33:00
Speaker 2
Are you? Okay, are we able to... Yes, I they'll be the last option after checking, um, mm, mm. You can check our uh latest routers, our actually their mesh routers. You can check it um on our website support.linksys.com, okay? So okay, hold on. Um, you can check this routers or MX 6200 or you can check also MBE, um, and seven thousands [silence] [ 桑 [silence]
33:00
Speaker 1
It was I have lot of connection which was good about this one was this one already had eight ethernet ports on it, so I didn't have to buy another switch. My You know, like mostly I'm the wife, I have the mesh system, I know it's good, but I have a lot of things that I need to have direct connect. You know what I mean? So I need that also to be working. Thank you so much for your help. [silence] [silence]
34:00
Speaker 2
15.00, okay? we only have up to four, sir for our latest routers. okay, so I will just send you the instructions on how to reset the router and then do the reconfiguration, okay? you're welcome, sir. so thank you for calling Lynxess. this is Alex, sir. again, you may check our website support.Lyxis.com. you can take a
34:00
Speaker 1
All right. Thank you very much. Thank you. You too.
35:00
Speaker 2
the advantage of our AI tool? Okay, actually it will give you also instructions on how to reset and reconfigure your length as router. Okay. You're welcome. So, um, thank you and have a great day too. All right.
35:00