V2 Rubric Detail — 8fa01ba6-6335-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 12:28
Duration
11m 7s
Contact
Thomas Ciaburri
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00132551
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication2.50/5
Ownership3.50/5
EscalationN/A
Customer Exp0.00/5
Overall36.7% (-19.3)

V2 Grader Summary

The agent failed to conduct any diagnostic troubleshooting or use available tools, leaving the speed issue unresolved. While the out-of-warranty status was correctly identified and a next step (guide delivery) provided, no meaningful progress was made toward resolution. Lack of empathy, poor engagement, and increased customer effort resulted in a fully unresolved case.

V1 Case Analysis

Customer reports speed drop to ~90 Mbps and 100 Mbps link speed on router. Out of warranty (expired Oct 2023). Paid support offered; customer declined. Emailed self-help guide for factory reset and reconfiguration. No model/serial collected, no firmware verified, no speed test performed.

Troubleshooting Steps
  • Confirmed warranty status (expired Oct 2023).
  • Offered paid support option ($15 for one hour).
  • Stated no firmware updates available after 2022 without verifying current version.
  • Suggested factory reset and reconfiguration.
  • Emailed self-help guide with video instructions.
Key Observations
  • Agent failed to collect product model number, which is critical for accurate troubleshooting and firmware verification.
  • No attempt to verify current firmware version via router admin interface or KB lookup.
  • Agent assumed no firmware updates exist post-2022 without checking model-specific support lifecycle.
  • No wired speed test was performed to isolate whether the issue was with ISP, modem, or router.
  • Customer was not guided to check link speed at the modem or test wired connection directly.
  • Agent did not confirm whether the 100 Mbps link was on the WAN or LAN side, a key diagnostic step.
Positive Highlights
  • Clearly communicated warranty expiration and paid support pricing ($15 for one hour) at [04:00].
  • Set expectations about lack of guarantee but willingness to help [05:00].
  • Provided a self-help guide with video instructions via email [09:00], offering actionable next steps.
  • Maintained professional tone and closed the call politely [11:00].
  • Correctly identified that automatic updates may still occur even if no new versions are available.
Agent Errors / Gaps
  • Failed to collect product model number despite it being essential for troubleshooting and firmware validation.
  • Did not verify current firmware version before stating no updates are available.
  • Did not perform basic speed isolation steps (e.g., test at modem, check wired connection).
  • Did not clarify whether the 100 Mbps link was on the WAN or LAN port, leading to potential misdiagnosis.
  • Did not confirm serial number accurately — transcript shows confusion between 'S', '0', 'O', 'U' (finalized as S0U0M15C12556, but agent did not repeat or confirm).
  • Provided generalized advice without validating topology or device capabilities.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the speed issue or confirm a path to resolution; only offered a guide and suggested buying a new router without verifying root cause.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — no wired speed test, no firmware version check, no router login, no reset performed or guided.
R3 Met Correct resolution path conf 95%
Agent correctly identified the device was out of warranty, explained the $15 paid support option, and offered a self-help guide as a best-effort alternative.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to ask diagnostic questions (e.g., test wired at modem, check router settings) and did not identify root cause (ISP, router, or cabling).
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used — agent did not attempt remote access, check firmware via admin UI, or guide customer through a modem speed test despite need.
T3 Met No misinformation conf 94%
Agent correctly stated routers auto-update and that a reset erases configuration — both technically accurate per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent set expectations about warranty and cost but lacked structure, had long pauses, and did not control the flow effectively.
C2 Partially Met Confirmed understanding conf 90%
Agent used understandable language but did not confirm comprehension or adapt to customer’s uncertainty about next steps.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent stayed on the call and committed to sending a guide but did not take ownership of resolving the issue, deferring to customer self-help.
O2 Met Proactive follow-through conf 93%
Agent clearly stated they would send a setup guide after the call — a specific, actionable next step.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within scope of paid support but not severe enough to require escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered no empathy, apology, or acknowledgment of frustration despite customer expressing confusion and dissatisfaction.
X2 Not Met Tone & rapport conf 92%
Agent maintained a transactional tone, did not adapt to customer’s pace, and failed to engage them in troubleshooting.
X3 Not Met Overall experience conf 93%
Customer was told to perform a full reset and reconfiguration alone, increasing effort instead of reducing it.
Call Transcript22 turns · 23 lines
Speaker 1
[silence] Yes, hi. I'm having trouble with my router. Uh, I'm trying to look for the serial number. Okay, I see it here. Uh, the serial number is S. Oh,
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, 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. All those calling me, this is special knowledge.
00:00
Speaker 1
[silence] [silence] UT, no SO U I can't read it. Hold on a second. Do you need my phone number or anything or you got to have the serial number? S, no, maybe it's a five. 5-O-U or 0-U, I'm not sure. 0 M 1-5 C 12556. Yes. Okay.
01:00
Speaker 2
is this the what it is mine? Is this the lingua? Philia? Yeah, you can provide me the Sherry number. Okay, and to confirm your phone number, that's going to be nine one five five nine three eight three nine three. Okay, who's the internet service provider? Right And what's the problem with the router?
01:00
Speaker 1
spectrum people because i have normally 400 mb of speed and this weekend it went down to uh to less than 100 about 90 something he rebooted my modem and my router and he says that the router is showing that uh it's running at 100 mb instead of 1,000 MB. And he tells me that he told me to call you guys to have you talk me into updating the firmware for my router. Yeah, I went down yesterday. It was uh
02:00
Speaker 2
okay, um, yeah, we can try to check, sir, if um, the router the router in your room is up to date um but right now, sir, is this on to networking? It just is it just that the speed just went down?
02:00
Speaker 1
always running at 400 over 400 megabytes speed, which is what I was getting from Spectrum. And then all of a sudden yesterday, it went on only to 90. It's still running fast, but it's only at 90, 92. Uh, I checked it with the speedtest.com net website. And, uh, then he checked it, and he told me what I just told you. That the router is, uh, registering at 100 megabytes when it should be 1000, right? So he said he he gave me your phone number, and he told me to to tell you guys to to see about updating to the firmware of of telling me how to update the firmware.
03:00
Speaker 2
Okay. I was. Okay. Uh-huh. All right. Okay, so that's a paper. All right. We'll try to troubleshoot on that, sir, and try to see what we can do for that. First, I just wanted to inform you that, as per checking in our records, it shows here that this router, the hardware works. on. Okay. All right. Uh-huh. So we have done the reset on this. settings. And tried to update. to. So let's do that first.
03:00
Speaker 1
Now, okay. So it's going to cost me $15. cuz it's because when did I buy this when did I register this router in 2023 you said. So it was October 2022 when I uh when I got it, when I registered it
04:00
Speaker 2
Warrantee already ends OCT 08 2023 and I just wanted to set your expectation that we're out of warranty device. We no longer provide free technical support but we could still be able to help you only that it will cost you uh $15. So $15 is for one hour of troubleshooting. If you going uh if you will be willing to proceed with that we can provide uh we can proceed with the troubleshooting. So it's up to you. [silence] Yeah. [silence] Hint hint 2022 the we only provide one year warranty for this and it expires on OCT 20 2023. [silence]
04:00
Speaker 1
registered the router. Okay. Now, do you feel like you can fix this problem for me or would it be worthwhile to go buy another Linksys router? I don't know. Not with my uh not with uh I have I have that Linksys on my app I have, but that's it. Okay. Thomas Treveri CIA B-U-R-R I. CIA. B-U-R-R I.
05:00
Speaker 2
Yeah. Yeah. Well, of course, um it's gonna be a process of isolating the issue. Um there is no guarantee, but I will try my best. I just-m-verify. Do you have a Linksys account? Okay. Can you provide me your full name and your email instead? Hold on, sir. What's your last name again? [silence]
05:00
Speaker 1
see you like a cat. The same spelling of my last name, at yahoo.com. Right, spell it back to me to make sure you get it spelled right. Yes. How long will this take? No, but I'm saying will it take 10 minutes, an hour, two hours? What will it take? Yeah. Oh. Yeah, I guess the best thing to do is I'll just buy a new router and because I, do you have to go into my computer and can do that or what? And you could talk me through it, right?
06:00
Speaker 2
have to isolate sir um the issue so I normally sir or usually we always check the speed at the back of the router so that's going to be the speed from the modem uh it would be very helpful sir if you have a computer that is capable of wired connection and um just sir I can just provide you the troubleshooting and you can do it on your end yes and just to also set your expectation sir um I tried to verify in the last form where we have on this router was um last 2022 as well so after that we no longer have any update and um
07:00
Speaker 1
So you don't think there's no more update for this router? Okay, so therefore it probably wouldn't be worth trying to update anything when there's no update for the router. So the best thing to do is just to get a new Linksist router, right? And will that cost me $15 or you can do it just?
08:00
Speaker 2
I believe that routers just automatically get updates especially if it's if the automatic update is set or is activated yeah there's no more update but there's another thing that you can do sir if you will be willing to do it um you can try to reset and reconfigure the router um most of the time it works but sometimes it doesn't so there is still no guarantee but most of the time it works you can do it on your own sir like the reset and the reconfigure but it will um it will cause you to lose your [silence]
08:00
Speaker 1
[KEEP_UNCERTAIN] Yeah. uh hmm hmm hmm. Yeah, okay. Alright well. I guess what I'll uh yeah go ahead and send it to me and then I'll I'll just uh go ahead and hang up and uh more than likely if it's too difficult for me, I'll just go to best buy and uh try to buy another router then No, that should she do it. Uh have you sent it yet? So I can check my email.
09:00
Speaker 2
Internet connection sir. The whole system, like, it's gonna get you back to the beginning. to start from scratch and then like set up again the router. I can send you a guide for that, sir. So, the guide has I mean our videos, sir. there will be videos that you can follow on how to reconfigure the router. OK. All right. Well, if that's the case, sir, I will send you the ah guide right after we get off the phone. Is there anything else that I can help you with?
09:00
Speaker 1
Okay, let me see if I can find it on my uh, Yahoo. Hold on one second. Where is it going to save. Linksys or something. Okay, let me check my spam. Oh, yeah, I got it now. Okay, I just saw it. And it says, uh, where's the, where's the, uh, where's the video on this? Oh, yeah, download your free guide here. Okay, I gotcha. Okay. All righty then. Okay, yeah, thank you very much.
10:00
Speaker 2
OK. So, yeah, I already sent it through. Yes. Thanks for customer support. All right. You just click on download your free guide here. [silence]
10:00
Speaker 1
which I appreciate your help. Bye-bye. [speaking simultaneously]
11:00
Speaker 2
All right. You're welcome. Sir, take care, and stay safe. Bye now.
11:00