V2 Rubric Detail — 82990716-7be4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 22:21
Duration
15m 16s
Contact
Stephen B
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#EOS00136616
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: E1200_slow internet connection

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical3.44/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall67.5% (+11.5)

V2 Grader Summary

The agent correctly diagnosed the E1200’s hardware limitations as the root cause for slow speeds on a 1 Gbps plan and recommended a suitable upgrade (MX6200), aligning with OOW best-effort standards. While no active diagnostics were performed, the recommendation was technically sound and provided a realistic path forward. The interaction was partially resolved due to the unresolved issue requiring customer-initiated purchase, with clear next steps and maintained ownership.

V1 Case Analysis

Customer reports slow/spotty internet after upgrading to 1 Gbps; device is E1200 (Wi-Fi 4, 100 Mbps Ethernet). Agent correctly identified hardware limitation but incorrectly stated it supports Wi-Fi 6E/7. Recommended upgrading to MX6200 mesh system (~$150).

Troubleshooting Steps
  • Collected serial number and model (E1200).
  • Explained hardware speed limitation (100 Mbps Ethernet, Wi-Fi 4).
  • Checked product end-of-support status.
Key Observations
  • Agent did not perform basic troubleshooting (e.g., wired speed test, modem verification).
  • Agent falsely claimed the E1200 supports Wi-Fi 6E/7, which is materially incorrect per KB and product specifications.
  • Customer provided a garbled serial number; agent captured it but did not verify it.
  • Agent correctly identified the E1200 as Wi-Fi 4 with a 100 Mbps Ethernet limit, aligning with product specs.
  • Agent referenced July 27, 2022 end-of-support date, consistent with Linksys policy for legacy devices.
Positive Highlights
  • Collected device serial and model information and opened a case.
  • Correctly identified the E1200 as a Wi-Fi 4 device with a 100 Mbps Ethernet port, which is accurate and relevant to the issue.
  • Explained that the router is no longer supported as of July 2022, aligning with Linksys end-of-support policy.
  • Offered a clear, specific product recommendation (MX6200) with a realistic price estimate (~$150) and coverage details (3,000 sq ft).
  • Maintained a polite, professional tone throughout the call.
Agent Errors / Gaps
  • Provided materially false technical information: claimed the E1200 supports Wi-Fi 6E/7, which is incorrect per KB and product specs (E1200 is Wi-Fi 4, 802.11n).
  • Skipped essential troubleshooting steps for a speed/performance issue, such as advising a wired speed test at the modem and router to isolate the bottleneck.
  • Did not verify the customer's actual internet speed via a test; relied solely on subjective reporting.
  • Did not confirm whether the issue affected all devices or specific clients, which could have helped isolate the problem.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent identified the E1200's incompatibility with the 1 Gbps plan and recommended upgrading to an MX6200, but provided no immediate resolution or workaround to address the slow speed.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent logically assessed the mismatch between the customer's 1 Gbps plan and the E1200's documented limitations (Wi-Fi 4, 100 Mbps max) without performing direct diagnostics (e.g., speed test, Ethernet check).
R3 Met Correct resolution path conf 95%
Agent correctly determined the E1200 is end-of-support and advised an upgrade path (MX6200) rather than dismissing the customer, aligning with OOW best-effort guidance to educate and offer a path forward.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified the symptom (slow speed after gig upgrade) and inferred the root cause (router bottleneck) based on known product limitations, though no direct verification (e.g., speed test) was performed.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent relied on documented product specifications (E1200 capabilities) as a valid resource but did not use remote tools or request a speed test, which would have strengthened the diagnosis.
T3 Met No misinformation conf 98%
Agent accurately stated the E1200 is Wi-Fi 4, limited to 100 Mbps, and that the MX6200 is needed for 1 Gbps, with no technical inaccuracies present.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained call flow and collected necessary info (serial, contact details), but explanations lacked clear framing (e.g., no upfront agenda) and structure.
C2 Met Confirmed understanding conf 90%
Agent used accessible language (e.g., 'slow internet', 'upgrade to a newer router') and avoided technical jargon; customer understanding was confirmed through affirmative responses.
Customer Ownership
O1 Met Ownership & empathy conf 92%
Agent created a case ticket, collected full contact and device info, and offered post-purchase support without unnecessary transfer.
O2 Partially Met Proactive follow-through conf 88%
Agent suggested the MX6200, gave a price estimate (~$150), and invited a callback for setup help, but provided no specific timeline or detailed next steps beyond 'call us back'.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — the issue was addressed through education and a recommended upgrade path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent remained polite and solution-focused but did not explicitly acknowledge the customer's frustration or inconvenience, though the customer did not express overt anger.
X2 Partially Met Tone & rapport conf 85%
Agent adapted to the customer’s conversational pace and confirmed understanding, but communication was not highly tailored (e.g., no check for comprehension on technical terms).
X3 Partially Met Overall experience conf 86%
Agent reduced effort by identifying the core issue without requiring customer diagnostics and provided a clear upgrade path, but offered no self-service tools or direct assistance to simplify next steps.
Call Transcript19 turns · 21 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence]
00:00
Speaker 1
good morning and happy easter everyone and welcome to fishing with fisherman jason fisher Sr. please put it on silent it Yes, um, calling about my account. Uh, I recently upgraded to a gig and, um, for some reason, I'm having a hard time. The, the service has been a little slow. I should say a little slower than before. And I had called and they told me to call, um, the link support and see if there's something wrong with my router. So, um, checking to see if there's anything you guys could do. [silence] Uh, Spectrum. [silence] Sure.
02:00
Speaker 2
Um, yeah, we can double check that one, sir. Who's your internet service provider? spectrum, okay. And then can you provide me the serial number of your linksy? Let me double check.
03:00
Speaker 1
The serial number is 1 0 8. 22, C as in Charles, 6 4 3 1, 8 5 9 0. 1 0 8. 22, C as in Charles, 6 4 3 1 8 5 9 0. Say that again.
04:00
Speaker 2
sir the cereal number starts with 18 right. Thank you sir. Let me just pull the one up here. the model number sir is showing here for the cereal number that is the E 1200 right um the model number sir is E 12
04:00
Speaker 1
I don't see anything here that... Yeah, yeah, yeah. Yes, yes, yes. Correct. U Cisco. Express Contractors. It's spelled different. It's Xepress, the word contractors. C-O-N-T-R-A-C-T-O-R-S-C-O-N. [silence] T-R-A-C-E-C-O-R-Z, as in zebra. [silence] Stefan Beauvais. [silence] S-T-E-F-A-N. [silence] Last name B-E-A-U-V-A-I-S. [silence]
05:00
Speaker 2
E4 Echo 1200. Okay. Alright, okay. Disco, okay. Let me create a case ticket for Sir before we move forward with your concern. Can I have Sir an email? sir. And first name and last name Sir? um, can you spell the first name for me Sir? Humilas. Okay. And this is the
05:00
Speaker 1
Oh, about maybe two and a half, three weeks ago, maybe? You saying what now? Yeah, I don't have any device that tells me how many Hertz or gigabytes. I just notice it's tremendously slow. Slower than before.
06:00
Speaker 2
best call back number, sir, in case the call gets disconnected. The one that ends in 6229. all right. Thank you so much, sir. When did you upgrade, sir, to a gig? okay. And how much are you getting, sir, when you're connected to the router? How much are you getting, sir, when you try to use the router or connect to the internet? How much are you getting with the speed or it's just slow when you're trying to access the internet connected to the router.
06:00
Speaker 1
[silence] so and and it's very spotty. Sometimes it works, sometimes it doesn't. [silence] No problem. [silence] sure. You're welcome. [silence]
07:00
Speaker 2
Hello sir. Thank you so much for patiently waiting on the line. So I You've double checked through all information possible related to the e1200. So for the slow internet connection here, as for this one, you've since you've just updated to one gig, right? I believe it's one gigabyte of subscription speed from spectrum. Okay. So this router here, this router is capable only to go up to 100 nbs. And then, um this is actually using a wi-fi 4 technology, which is already old. Um the newer wi-fi technology right now is wi-fi 6E and wi-fi 7. So, um that's the reason why when you update to your subscription speed, which is um a gig, that's why you're actually getting a slow internet connection. And then, the firmware of this one, sir, is already outdated since last.
10:00
Speaker 1
Wow ([silence]) okay. So I got to get a new a new uh router, correct? ([silence])
12:00
Speaker 2
July 27 of 2022, and we no longer supporting the unit because it's already Wi-Fi 4. So, um, what I could suggest, yeah, what I could suggest, sir, so you can actually maximize the use of your 1G, um, it would be best if you upgrade to a newer router, so it will be able to accommodate the 1G that you have updated with your internet service provider, and your connection will be much more faster. Yes, sir, you correct, sir. Yes. You have to upgrade to newer models because you have a 1GB of subscription and we are using already right now a Wi-Fi 6E and Wi-Fi 7 technology, and then just recently, like maybe around August of 2025, uh, Spectrum had upgraded their system to cope up with the newer Wi-Fi 7 protocol.
12:00
Speaker 1
Is there any recommendation you could give me that would be compatible with this section? What? What is it called? MX-6,200 Linksys? Okay. How much is this is going for? Do you have a price?
13:00
Speaker 2
well, for, uh yeah, we do have, sir, however, as of now, um we do have a, um we do have MX 6,200, which is a mesh system, and then, um that one can accommodate up to 1 gigabit of internet subscription. MX 6,200, it's a Velop Pro 6E. Yes, sir. [silence]
13:00
Speaker 1
of that. Okay. Okay. All right. Thank you very much. So, um, I'll go ahead and see what they have.
14:00
Speaker 2
[DOWNWEIGHT] Well, as for us, sir, we actually, we don't have a price range for our MX 6200 because we don't do direct sales on our end. But per Amazon, um, if you're going to Amazon, one router, because since it's mesh, you can actually purchase one or two, depends on, uh, depends on, um, your needs. If you really need to have an extension to extend the Wi-Fi range, but if you're good, sir, with one router only, one router or one node can go up to 3,000 square feet coverage. So, um, so that one's uh, maybe around $150.00 on Amazon. But you can double check on Amazon, sir. Okay.
14:00
Speaker 1
Okey not a problem thank you very much you too bye
15:00
Speaker 2
Yeah, if you purchase, sir, the MX 6200, you can just give us a call back so we can assist you with the setup. OK. All right. Ah, OK, sir. You're welcome, sir. Have a good day. Take care.
15:00