V2 Rubric Detail — 91f98e76-6a8f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 21:00
Duration
31m 48s
Contact
Heather Slaymaker
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133821
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Dropping connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical4.06/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall77.3% (+21.3)

V2 Grader Summary

The agent resolved the immediate symptom (TV buffering) through Wi-Fi channel changes and speed improvements, but failed to follow proper diagnostic protocol by not testing at the modem first or confirming ISP plan speed. While technically accurate and ultimately effective, the interaction was transactional and missed key troubleshooting steps, downgrading R2 and T1 to Partially Met. OOW handling was procedurally correct but poorly timed, affecting customer experience.

V1 Case Analysis

Customer (MR A300) out-of-warranty. Paid $15 for support. Reset admin password via recovery key, changed 2.4 GHz channel to 11 and 5 GHz to 48. Speed tests improved; customer confirmed TV buffering resolved. No case created.

Troubleshooting Steps
  • Verified serial number and performed warranty lookup
  • Reset admin password using recovery key
  • Changed Wi-Fi channel settings (2.4 GHz → 11, 5 GHz → 48)
  • Ran speed tests on laptop and phone to confirm improved throughput
Key Observations
  • Agent misidentified router model (MR A300 is not a valid Linksys model, likely MR2000)
  • Skipped essential diagnostics: no WAN status check, no wired speed test
  • Collected $15 payment but failed to create HappyFox case or capture customer email
  • Long silences and poor call control; customer had to repeat actions
  • Technical guidance on password reset, channel changes, and speed testing was correct per KB
Positive Highlights
  • Correctly guided customer to access local router UI via myrouter.local
  • Accurately instructed password reset using recovery key from router label
  • Provided correct Wi-Fi channel change instructions (2.4 GHz → 11, 5 GHz → 48)
  • Successfully directed speed tests on multiple devices to validate improvement
  • Customer confirmed resolution of TV buffering issue
Agent Errors / Gaps
  • Incorrect model identification (MR A300 not a valid Linksys model)
  • Failed to follow standard diagnostic flow (skipped WAN check and wired speed test)
  • Did not create or reference HappyFox case despite paid support transaction
  • Did not collect customer email address, violating case documentation protocol
  • Poor call control with long silences and repeated prompts

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 97%
Customer confirms resolution: 'I think we're good... No, that's got it.' TV buffering resolved after speed improvements.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent skipped critical step: did not test internet speed directly at the modem to rule out ISP issues before troubleshooting router; relied solely on internal diagnostics despite customer's ISP (Spectrum) being involved.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified OOW status and offered paid support, but presented $15 fee before confirming issue scope or attempting any troubleshooting, creating a transactional tone; best-effort troubleshooting should precede payment ask for OOW devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified symptoms (TV buffering, slow speeds) and collected data, but failed to ask about modem status or ISP plan speed — key diagnostic omissions that prevent root cause identification.
T2 Met Appropriate tools / resources used conf 95%
Used appropriate tools: myrouter.local for local access, recovery key for password reset, speedtest.net for performance validation.
T3 Met No misinformation conf 96%
All technical instructions accurate: correct default password (admin), proper URL (myrouter.local), valid channel settings (11 and 48), correct reset procedure.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent maintained control but lost direction during login phase, asking 'Are you logging in?' while customer was already inside UI; also abruptly shifted to firmware check without explaining relevance.
C2 Met Confirmed understanding conf 93%
Used plain language, repeated instructions clearly (e.g., 'all lower case admin'), confirmed understanding, and adapted to customer's pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took full ownership: handled payment, stayed on call, performed end-to-end troubleshooting without transfer.
O2 Met Proactive follow-through conf 92%
Confirmed resolution with customer, asked if any other questions, and provided polite closure.
O3 Not Applicable Closure confirmation conf 99%
No prior case history indicated; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted due to successful resolution.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred; therefore execution is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Remained polite but showed mild impatience (e.g., repeated 'What is the light?' while customer was reading serial); empathy was transactional, not personalized to frustration.
X2 Met Tone & rapport conf 93%
Matched customer’s conversational pace, allowed time for tasks, and engaged through clarifying questions.
X3 Partially Met Overall experience conf 90%
Customer had to repeat serial number due to poor lighting; agent could have deferred data collection until after initial troubleshooting to reduce effort.
Call Transcript49 turns · 56 lines
Speaker 2
Welcome to link Sys 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 service options, press two. If you're experiencing issues with your Lenksiss product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of one support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our A.I. powered support bot at support.linksys.com. You can also connect
00:00
Speaker 1
well one of the app, sorry, I'm trying to take a picture of the bottom of our router. one of the, well, a few of the apps on our TV are not running very well. I'm getting a timeout message and our, let's see if it came out well, um, are one of the um agents at Spectrum suggested I call you guys to see if you might be able to help with any of it. to see if the speed is what it should be and and all that. [silence]
01:00
Speaker 2
Thank you for calling Linksys. My name is Gerald. [silence] Got it. Can you give me the serial number and model number of your linksys, rather?
01:00
Speaker 1
Oh God. Yeah, I mean, I'm trying to take a picture of it because these cords are kind of short. So I've got to take a picture of it, please. It's hard to imagine trouble. Oh goodness. let me see if I can just read it out. Okay, the serial number is 0 0 129890Z VZSG. [silence] R0.47265A. What is that. I don't know if this is the it's really hard to tell. Um because the printing is so small. Okay. The serial number is 0 0 129890Z VZSG. What? R0.47265A. What is that? [silence] 1011 M as in Mike 27 B as in Bravo 0 1891. Yeah. And then I don't know if this is the model number or not. It doesn't say model number. Huh. I don't. Okay. Okay. Good. I was having trouble with all that. I'm sorry.
02:00
Speaker 2
Let me read it back. That's two nine B is in Victor one one Amazon Michael, two seven B as in boy zero one eight nine one, correct? Okay, I got the model number. What is the light of the router? [silence]
03:00
Speaker 1
Let's see. Uh, blue? That's like actually, Yeah, that's actually on top. Uh, [silence] It's Heather and her last name is Slaymaker. That's S-L-A Y-M-A-K-E-R, um, S-L-[silence]
04:00
Speaker 2
What is the light of the router? Which the light in front, I mean, at the top. The light indicator, what is it? all blue, okay. All right. What is your first name and last name so I can create a record for you? Did you say App as in Friday? as okay, got it. What's your email address? [silence] Okay. So I got the result of the serial number right here based on the serial number. It showing that your MR A300 that's the model number of your router. Showing that it's out of warranty and for out of warranty devices which cost $15 to assist you in trouble, it's nonrefundable. all right let me open it was let me make sure you understand what you're going to pay this is one time not monthly it's gonna last 16 minutes or 1 hour of troubleshooting whether the problem fix or not it's still gonna be $15 also we are not trained with television so navigating the settings up def I can try to help but without without okay all right okay it's open it
04:00
Speaker 1
Okay. it's [REDACTED_CARD_NUMBER] 0628 647.
07:00
Speaker 2
I'm gonna need to ask for your card information. I'm going it pause the recording because we don't like store your card information here. Okay? All right, doing that. What is the card number? What is the expiration date? The security code. I'm charging you $15 now. Okay? I'm doing it now.
07:00
Speaker 1
Yeah, let me go upstairs and get it. My son was borrowing it. Um, let's see. Rise up out of his room. Watch out, Rip. Rip, go.
09:00
Speaker 2
All right. That's done. Do you have a computer that we can use? A laptop maybe? Okay.
09:00
Speaker 1
[silence] all right I need to get back downstairs [silence] OK. I've got it ready. [silence] Um windows.
10:00
Speaker 2
what is the operating system of that laptop?
10:00
Speaker 1
yeah I'm connected to the walk to the Wi-Fi and let me get the cord and plug it in really quickly no keep that. okay. maybe this will take up a while okay um yeah I've got chrome opened okay okay um yeah okay okay
11:00
Speaker 2
That's connected to the Wi-Fi right now? Open Google Chrome. Okay. I'm going to give you a web address. Type this into the URL bar. Type in my router.local, all in one word. Enter.
11:00
Speaker 1
Now, it's got a phone and it's got options to get an app from the app store from Google Play. Okay. Let's see. Access router. Okay, I think I've got it here. Here we go. Let's see. Okay, let's see.
12:00
Speaker 2
What do you see now? Click the image of the phones. What do you see now? Now, enter your router password. By default, it's admin, a-d-m-i-n lowercase.
12:00
Speaker 1
Oh, I think I will have to, I don't know why that's. invalid. Hmm, that's weird. Okay, is it with a capital A or just admin without. Okay. It says invalid. Okay, reset password. Okay, let's see. Meet the college.
13:00
Speaker 2
all lower case admin [silence] alright just reset password it will ask for recovery key [silence] get the recovery key at the bottom of the router bottom part of the router there's recovery key there
13:00
Speaker 1
All right. I match that. Oh, there we go. Okay. There is it is. Okay. Whoops. Um, well, I'm putting in the recovery code. Okay. [silence] Thank you. ]
14:00
Speaker 2
Are you now creating a new admin password? Okay.
14:00
Speaker 1
Okay. Okay. Okay. Now I've got a screen that's got a couple of thumbnails on one side and pools and settings on the other side. [silence]
15:00
Speaker 2
Sorry. Are you. are you know. logging in? What is the network status? connected to the scroll down all the way to the bare bottom. bottom, right corner of the screen. You'll see a letter CA kind of small but you'll find it there. To the bare bottom of that screen there is a tiny letter CI click that bottom right corner. All the way to the bottom.
16:00
Speaker 1
it's the same kind of stuff that was up I'm sorry right okay you're right okay uh wait let's see okay you said basic and then what was after that oh there it is it's
17:00
Speaker 2
Yeah that's the same without the C.A. Okay. On the left hand side under router settings, there's a connectivity option. Click that. Under connectivity, there's a basic option. Remain on that. And then firmware update and there's a word details beside it. There's a drop down arrow. Click that and then give me the firmware version. Firmware update or yeah, firmware update. And inside the box, there's a word details. Beside the work details, there's a drop down arrow. Click that. Give me the version.
17:00
Speaker 1
It says, well, yeah, it says Eastern time. Let me see what these are. Yeah, it, yeah, that's right. Okay.
18:00
Speaker 2
I say, What is the time zone? Is it your time zone? Mhm. OK. Click OK and go to Wi-Fi settings. Uh still under router settings.
18:00
Speaker 1
Okay, and then you said what under router settings? Wi-Fi settings? Okay. Okay, okay. The two point four, it just says yes and mixed. And then it says auto, um, and then it goes from two point four to two five gigahertz bands. Um, and it says the same thing on those.
19:00
Speaker 2
Wi-Fi settings. Click that. Under Wi-Fi settings there's two point four and five gigahertz. What is the channel of the two point four and five gigahertz? [silence] Okay. For the channel of the two point four that's auto right? Can you change that to a
19:00
Speaker 1
Let's see. Now, do I change channel or channel width? This channel, okay. Change it to eleven. Okay. Okay. The first five bigger... Okay. 48. It's WPA2 personal on all of them.
20:00
Speaker 2
uh you yeah seven channel just just change of and for the five gigahertz change that to 48 and hit apply the first five gigahertz yes I forgot I uh what's the security mode okay got it all right once you're done with the channel click apply
20:00
Speaker 1
Apply, okay. And then yes is your, you're updating the Wi-Fi settings. Your router is applying changes. Okay. Okay, I think it's done because I've gotten my screen back. It's not gray out anymore. And what was that? I'm sorry. [silence]
21:00
Speaker 2
Okay. Now, on your laptop, go to open a new tab, and go to speedtest.net.
21:00
Speaker 1
OK, we'll see. Right and click Go. OK. OK. Hold on. Hold on.
22:00
Speaker 2
speedest.net. I'm going to run some speed checks. Yes. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
22:00
Speaker 1
Now I've got two other tabs that opened up. Signal. No, that's fine. Download speed is 46.06 and it says upload is 10.93. That I don't remember, honestly. I think we have 500 but I'm not completely sure. Um, I'd say eight to 10 feet.
23:00
Speaker 2
all right can you check your television I'm sorry say what was a speed? sorry upload speed sorry what is your subscription speed and how far are you from the radar right now
23:00
Speaker 1
Yeah, I actually have the app on my phone from when my mom had to have it done. I asked the guy what that app was that he was using, so let me see. Sometimes it'll be good. I'll just put it down where Okay.
24:00
Speaker 2
Okay. Can you do the same thing on your phone? Can you run a speed tests? Mm.
24:00
Speaker 1
Okay, it's running it. Spain. How about that? Okay, from my phone it comes back 194 for download and 10.9 for upload. So the upload matched, but the download speed isn't the same. Um, on my phone it's 194. And on my a computer it's 46.06. Uh, no, I just connect I'll use Wi-Fi. It's a laptop. Yeah. Um, how do you mean? Like, on the actual Wi-Fi, turn it off? Oh, okay, let's see. Um. And off. Okay, so they're off. Turn back on.
25:00
Speaker 2
is your computer hardwired or connected via cable? Wi-Fi. That might be connected to 2.4. Can you turn off the the Wi-Fi settings of that and turn it turn it back on? Now, on your on your laptop's Wi-Fi. [silence]
26:00
Speaker 1
Okay. Do you want me to run the test again? [silence] Should I go ahead and run the these test again? Sorry, they were barking. What was that? Okay. [silence]
27:00
Speaker 2
yes on your laptop still yeah do another speed test on your laptop
27:00
Speaker 1
Oh, it's already higher than it was, so that looks promising. [silence] That's doing the download speed now. Okay. now the upload I'm sorry, the download speed uh, get off there. The download speed is 174.65 and the upload speed is 11.07. [silence] Yeah, for the upload. [silence] All right, let's see.
28:00
Speaker 2
Okay. Did you say "eleven." Okay. Can you now check your television if that's still buffering?
28:00
Speaker 1
Let me go all the way back out and back in. Well, right now it looks like it is still buffering. It's weird because sometimes I'll be able to get into the app completely, and I can actually go to the thumbnails for the channels, but then it won't actually, oh wait, maybe we have something. Hold on. Let me see. [silence]
29:00
Speaker 2
What is it now? Okay, I guess that's all the problem, correct? Okay, double check everything
30:00
Speaker 1
Let's see. Um, I'll just turn it to a different channel and see if we are able to, because that'd be about the only other thing I need to do. Oh yeah, it went right to another channel when I, um, put one in. So I think we're good. No, that's got it. I do appreciate your help greatly. All right, you too. Thank you.
31:00
Speaker 2
Just to make sure. All right. That's here. Okay. Do you have questions? Anything else they can't see? Much welcome, I'm glad I was able to help. If nothing else, This is Gerald and I hope you have a good evening and take care. Thank you, bye bye. [silence]
31:00