V2 Rubric Detail — 90ac5c46-709e-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 14:02
Duration
27m 51s
Contact
Saeed Rashid
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00134756
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNM60TB Buffering Internet
⚠ Auto-Zero applied: Avoidance/Evasion – agent skipped required diagnostic steps, misidentified the equipment, applied a technically invalid fix, and passed responsibility back to the customer without meaningful troubleshooting.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to conduct proper diagnostics, used incorrect technical information, and provided an invalid fix (disabling Express Forwarding) that is not supported by any KB documentation. The interaction lacked empathy, ownership, and technical accuracy, resulting in no resolution of the reported buffering issue.

V1 Case Analysis

Customer reports intermittent buffering on Wi-Fi devices. Agent accessed router UI (myrouter.info), ran speed test (≈890 Mbps down / 950 Mbps up, 7 ms ping), reviewed device list (17 devices) and node topology (signal strength -75 dBm and -52 dBm). Agent disabled Express Forwarding in Administration settings, claiming it could cause buffering. Advised customer to monitor for 24 hours and call back if issue persists.

Troubleshooting Steps
  • Misidentified router model as Zyxel N-series (incorrect).
  • Accessed Linksys web UI (myrouter.info) — correct for SPNM60TB.
  • Ran speed test from router UI (≈890 Mbps down / 950 Mbps up, 7 ms ping).
  • Reviewed list of connected devices (17 total).
  • Checked node topology and signal strength (-75 dBm, -52 dBm).
  • Disabled Express Forwarding in Administration settings — unsupported fix for buffering.
Key Observations
  • Agent incorrectly identified the router as Zyxel N-series at [00:00], demonstrating critical lack of product knowledge despite customer confirming SPNM60TB at [02:00].
  • No standard streaming diagnostics were followed: skipped ISP speed test at modem, client signal strength check, and band assessment.
  • The only configuration change — disabling Express Forwarding — is not documented in any KB as a fix for buffering and may be irrelevant or harmful.
  • Agent failed to collect or confirm correct model number early in the call, leading to initial misdiagnosis and confusion.
  • Long silences ([12:00], [15:00]) and lack of call control indicate poor efficiency and communication.
  • Call ended with vague observation period instead of validation or concrete next steps.
Positive Highlights
  • Agent accessed the correct web interface (myrouter.info) for SPNM60TB and successfully ran a speed test from the router UI (transcript [10:00]).
  • Agent reviewed connected devices and node topology, confirming mesh node signal strength was adequate (transcript [19:00]-[21:00]).
  • Agent collected customer name (Syed) and email (Syedk.Rushid@gmail.com) and created a case record (transcript [06:00]).
Agent Errors / Gaps
  • Misidentified customer's router as Zyxel instead of Linksys SPNM60TB (transcript [00:00]), demonstrating lack of product knowledge.
  • Provided an unsupported and technically unjustified fix (disabling Express Forwarding) with no basis in KB documentation for buffering issues.
  • Failed to follow the standard streaming diagnostics troubleshooting path: did not test ISP speed at the modem, assess client device signal strength, or verify 5 GHz band usage.
  • Did not confirm correct product model early in the call, leading to initial misdiagnosis and confusion.
  • Did not verify whether the fix resolved the issue; ended call with vague observation period instead of validation.
  • Long silences and lack of control during troubleshooting ([12:00], [15:00]) indicate poor call management and efficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue; instead, instructed customer to 'observe for 24 hours and call back if it happens again,' leaving the buffering problem unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped essential troubleshooting steps such as testing speed at the modem, checking WiFi signal strength, analyzing channel congestion, or comparing wired vs. wireless performance.
R3 Not Met Correct resolution path conf 96%
Agent applied an unsupported fix (disabling Express Forwarding) without verifying product status or considering appropriate resolution paths like escalation or deeper diagnostics.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent initially referenced a Zyxel router and WAP1 security, indicating confusion about the actual device and symptom; failed to identify root cause of buffering.
T2 Not Met Appropriate tools / resources used conf 96%
No diagnostic tools were used—no modem speed test, no WiFi analyzer, no signal strength validation—despite clear need for them in a buffering investigation.
T3 Not Met No misinformation conf 95%
Agent claimed 'Express Forwarding can cause buffering'—a technically inaccurate statement with no basis in Linksys documentation or known issues.
Communication
C1 Not Met Clear & professional language conf 94%
Call lacked clear structure; agent interrupted flow, had long silences, and failed to maintain control or provide smooth transitions between topics.
C2 Not Met Confirmed understanding conf 93%
Agent used unexplained technical terms like 'Express Forwarding' without confirming understanding and did not adapt language to customer’s mobile-device context.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent avoided ownership by deferring resolution to customer observation and future callback rather than following through on troubleshooting.
O2 Partially Met Proactive follow-through conf 89%
Agent set a next step (observe for 24 hours), but provided no proactive follow-up plan or clear timeline for resolution.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity from.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
No escalation despite unresolved issue after minimal troubleshooting—agent should have escalated given lack of progress.
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 96%
Agent showed no empathy, failed to acknowledge customer frustration, and maintained a purely procedural tone throughout.
X2 Not Met Tone & rapport conf 95%
Agent did not adjust pace or style despite customer confusion and repeated requests for serial numbers, leading to disengagement.
X3 Not Met Overall experience conf 97%
Customer was forced to repeat serial numbers and navigate UI multiple times, increasing effort unnecessarily.
Call Transcript42 turns · 45 lines
Speaker 1
Oh, hi there. I've been given your number by my internet service provider. I'm having issues, they obviously use your router, and I'm having issues with some buffering. Um, and they said they can't help me, but to give you a call. Um, I had, I had the previous router before, um, and I had this same issue, but before they were able to change something, uh, and stop it happening. But now I've got the YFI, New YFI 7 one, it's kind of happening again. Not as bad as last time, but it's still happening.
00:00
Speaker 2
Welcome to link sys support. To assure quality service, your call may be monitored please remain on the line for assistance.Silence thank you for calling linksys technical support. My name is Ellie. How can I help you.Silence okay. So you're experiencing an interference issue on this computer. okay. What are you using to connect this.Silence so if you're using a wireless connection, what security have you implemented for it.Silence I looked it up and it's WAP1. okay. Can you tell me the router model you're using for your connection.Silence sure. From looking at the device manager, I found that you're connected to a Zyxel N router. okay. Whenever the connection goes bad, have you noticed if there has been a change in the signal strength of your wireless internet connection.Silence Silence oh yes. Whenever that happens, the signal bar graph for the wireless internet connection goes all the way to red. okay, okay. Can you please go to the website at Zyxel.com/Support/Download and then scroll down to the downloads section of the page? I think I can find it for you. okay.Silence do you know your router's model number? I think it starts with an N.Silence No I don't see it there. Can you please refresh the page? I'll try to find it for you.Silence hello? are you still there? Um no, I can't, I it's not there.Silence oh okay. Let me go ahead and find the manual. Can you tell me which operating system you're using?
00:00
Speaker 1
Yeah, on mobile. Mainly on mobile devices, on phones and iPads. So yeah. I can tell you. I can get up to my my panel, but I estimate probably no more than 10. Um, let me just have a look. Yeah, sure. I'm, I'm. Yeah, go on. Sorry. Sorry, consult. Um, uh, I'm going to say eight of them. I've just had a look at them.
01:00
Speaker 2
Internet. I'm and the internet is buffering, correct? Um how many devices are connected to your linguus router if you can estimate it? Mhm. Mhm. Okay. Okay, let's say, uh okay, uh let's say that it's actually like uh maybe about 10 devices. So out of these 10 devices, I'm sorry? I yeah. I I it's okay. So, uh yeah, uh let's say like 10 devices, but um how many of these 10 devices are connected wirelessly?
01:00
Speaker 1
my router um panel and it is at the moment it is 10 devices at the moment. And I I would say that yeah um nine of them at the moment are wireless. er currently three. That does include the parent node. Uh yeah let me just click on the apparent node. Um yes uh no. Oh yeah there we go. The model number is N for Mike 6 0 um T for Tango B for Bravo.
02:00
Speaker 2
Yeah, sure. Um, 10 or 11 I have in connection. Okay. And how many links is Root? Are do you have sir? Three. That includes the parent node, right? Okay. Um, sir, can you give me the model number and the serial number of the parent node? [silence]
02:00
Speaker 1
E for echo, U uniform. [silence] And the serial [silence] the serial number is LK six zero 2 for Tartar, B for Bravo. [silence] 5 Q [silence] 6 [silence] 0 0 [silence] 1 1 0 7. [silence] Yup. [silence] Yup. [silence] Sorry, you broke up there. [silence] after the five what was the the [silence] Sorry, yeah, you broke up. [silence] Can you start that again? Because some of those numbers broke up. [silence]
03:00
Speaker 2
okay thank you so much let me just write it back to you that's L for Lima K for Kilo 6 0 B for Tango B for Bravo 5 2 2 6 0 0
03:00
Speaker 1
No, no, Q, Q for Quebec. Yeah, correct. No, after Q, it's it's two. Let me, let me go through the whole thing again for you. No problem. Lima, Kilo, 6, 0, Tango, Bravo, 5, Quebec, 2, 6, 0 0, 1 1, 0, 7. No worries. [silence]
04:00
Speaker 2
no
04:00
Speaker 1
That's right Solid Solid White That's correct Want to try and fix it? absolutely nothing No, zero [silence]
05:00
Speaker 2
right now, um, so, can you tell me what is the LED light that shows on your, uh, Lynx's router, like the three of them? Are they showing, um, solid blue, solid white or what LED lights are, okay, thank you so much. And your internet service provider is too? Thank you so much. Okay. And now by the way, sir, when you noticed that you were experiencing this, uh, you know, the internet is transferring, like, uh, what have you done so far? Uh, yeah, um, what are the, uh, troubleshooting steps that you did, sir? Like,
05:00
Speaker 1
It, it is, sure, it's Syed. Sorry, it's Syed, which is SARSEED Rushid R-A-S-H-I-D. Okay. Sure. It's Syed k for kilo, Rushid. Gmail.com. Thank you very much. [silence]
06:00
Speaker 2
Okay. It's okay. So, and by the way, is this like your first time calling Apple's support? Uh-huh. I'll let me create a record for you before we proceed on some trouble shooting. Can I have your first name and your last name? Okay. Okay. Thank you so much. And can I also have your active email address? Okay. Okay. Thank you so much. I
06:00
Speaker 1
No problems. Thank you. [silence] No, it [silence] would be.
07:00
Speaker 2
Ah, let me just create the record, real quick. Sorry, just give me one moment. And uh, by the way, sir, when you experience this inter-, this buffering, like, is it only happening on a specific location or are you experiencing this one, like, around the house exactly?
07:00
Speaker 1
around the house uh the web browser logs in via my router information um page but Yeah, one minute. [silence] Okay, it's all opened.
08:00
Speaker 2
Okay, sir, how do you manage your Linux router? Are you using an app or the web browser? Okay, that's actually perfect. Okay. Can we please go to the to the web browser right now, sir? Yes, we are going to check on something from there.
08:00
Speaker 1
I, I, I'm on the home page. I have down the left-hand side of all my ports. Up above, it's internet online. Then another box showing all of my, my roots and my nodes. Is me that is me the. Oh yeah, that's correct. Sorry, I missed that, yes. Home menu and support.
09:00
Speaker 2
Okay, thank you so much. And what are the uh options that you can see sir? Like can you see the lengthy Linksys Smart Wi-Fi tools or. Mhm. So on the left side you have uh the four and then above you have home menu and support, correct? Mhm. Mhm. Okay. That's perfect. Thank you so much. Okay. Um, so just give me one moment. Let me just go ahead and double check on my resources.
09:00
Speaker 1
yep, on this side right it's just running I'm getting uh 890 megs down and 950 up yep um it's uh 948
10:00
Speaker 2
Okay, sir, can you tap on Menu please? And then can you tap on speed test? Try to run a speed test from there. Okay, okay, the download is eight hundred and ninety and the upload is how much is out? 948 Thank you so much.
10:00
Speaker 1
Uh the ping is seven milliseconds. It's sure. Yeah. Got it. Uh yeah. I'm in it now.
11:00
Speaker 2
And how much ping are you getting? Okay, seven milliseconds. Thank you so much. Okay, after that one. So, can you go out from the speed test? There is an arrow that is facing left. Okay. And then can you go or look for instant topology? Okay, uh just give me one second.
11:00
Speaker 1
Yeah. Yeah, no worries. I'm just here. Yeah, no worries. [silence]
12:00
Speaker 2
Um, So, Um, I'm just actually going to check on my resources and then I'll get back to you. Okay? Okay. Thank you so much. Kindly stay on the line. Okay, um, hello, sir saith. Yeah, thank you so much by the way for patiently waiting on the line. So, um, sir, I just really want to make sure the connections of all of these devices and where are they connected. Um, let's start with, uh,
12:00
Speaker 1
Sure. uh, yes, I've got, uh, all of that whole second business devices, which is on the left. yeah, I am. um, I've got a whole list down right hand side showing all of my devices.
16:00
Speaker 2
since we are still on the web user interface of your link to router, can you go back to the main dashboard where you can see the port and then internet online? Okay, now can you click on devices? Yeah. So, you can see there are all of the devices that are connected, right? Can you also see the routers there? Uh-huh. Yeah. So, when you are on the main, uh, I'm sorry.
16:00
Speaker 1
It's actually listing 17 devices on here. Uh Yeah, it's on the left hand side. It kind of says, um it's connected via and I got my routers here listed, um and then it says by Wi-Fi or by connection. I think that's my filter. Uh, yeah, I, sorry. Yeah, go on. Carry on.
17:00
Speaker 2
Okay, it's listening 7. Yeah, there's actually quite a lot. So, um, what, um, can you see there the route, the other two router? Okay. Uh, hmm. Okay. Okay. Okay. So, um, Sir, can you, are you going to see on the far right corner where in you can see like the name of your Wi-Fi and then the bandwidth, and then you can see a color green, uh, something like a hurricane, and then can you can also see an arrow facing up and down? Can you click on. [silence] Okay, uh, you, yeah, uh, yeah. It's okay, it's okay sir.
17:00
Speaker 1
Back on the home page on the home page, I'm going going to the box that says my network. Um, and in there, uh on the top there's nodes, and then there's devices. Um, I clicked on devices and that just shows my my devices. If I go back and click on nodes, that does show me my my router and and nodes. Okay, so we have, this is my first node. It says excellent minervate. Minervate minus 75 dbm. [silence]
19:00
Speaker 2
Okay. Can you see, like of the, can you see some signal sense on there? Okay. Okay. Can you tell me the signal sense from for from one of your routers?
19:00
Speaker 1
But the main, main one is is obviously plugged in via ethernet, yup, yup. You, where that's, whereabout in the house it's connected or where, uh, you Whereabout in the house it's connected or where, uh,
20:00
Speaker 2
Okay, that's, uh, that's actually a good one. Um, can you also tell me like, so this is the main one, right? Okay, one of the nodes. Uh-huh. And, uh, connected. Okay, so once it's, since it's actually connected. Uh, it, with an ethernet cable, so it's not going to show any signal strength. However, can you tell me this node that has a negative, uh, uh, uh, uh, uh, dbm. Um, can you tell me or can you see, uh, is there like where is it connected? Yeah. Uh, like where is it connected to? Like, um, is it connected to the, uh, main one or is it connected or is it talking to the, one of the child nodes?
20:00
Speaker 1
Uh, uh, uh, uh, uh, no, it looks like it's connected directly to the main one. Um, that's got minus 52.
21:00
Speaker 2
OK. Can you look for the second router, sir, and look on how much signal strength it's getting? Oh, that's a good thing. Minus 52 and where is it connected, sir? OK. OK. Yeah, that's a good thing as well. So, okay. So all of the, uh, it's actually on the right, uh, topology of your internet, but, uh, let me just go ahead and look for some other options so that, um, we can, uh, double check on what is really happening. Okay, could you go sorry, go to the Advanced uh, so, can you tap on Minos, sir, uh, please? Yes. And then, look for advanced settings.
21:00
Speaker 1
Do[silence] okay.[silence]Let meIt[silence]To[silence] what's the turn on.
25:00
Speaker 2
Okay. Then tap on administration. Can you tell me if the Express forwarding is on or off? Okay. Can you turn it off, sir, please? And then scroll down and then click on save so that these changes will be applied. This one. Yes. The reason why I asked you to turn off the Express forwarding is sometimes.
25:00
Speaker 1
I know. Okay. [silence] No worries. Thank you so
26:00
Speaker 2
This can actually cause, you know, the buffering of the internet, so that's why it is actually somehow recommended to turn this one off. And then for this one, sir, since we cannot really identify directly if the issue will be resolved automatically after we turn off the express forwarded, so uh, what I want you to do is, like, um I want you to observe your connection after we after the changes will be applied. Observe it for about 24 hours and if you happen to encounter the same issue again, sir, please give us a call directly, okay? Yes, sir. Because um we actually check everything and we can confirm that the connection of the parents and the other two child nodes are
26:00
Speaker 1
Yeah. Sure. Yeah, sure. I understand. Thank you so much for your help. Okay. Cheers. Bye.
27:00
Speaker 2
It's actually good. It's actually in excellent location, both of the child nodes. And when we tried to run the the communication of the parent node and the internet source, it's actually also good. So, that's why I am asking you to observe the changes that we just made. And if you are still going going to encounter the issue, give us a call directly so that we can do some other troubleshooting because we can we cannot directly conclude that the issue has been resolved by just doing the changes. Thank you so much as well, sir. Have a good one, okay?
27:00