V2 Rubric Detail — 9ab2aef6-7964-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 18:00
Duration
49m 48s
Contact
Lawrence Shell
Issue Type
Speed/Performance
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136032
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet connection
⚠ 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
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution4.06/5
Technical3.12/5
Communication3.75/5
Ownership3.00/5
EscalationN/A
Customer Exp2.50/5
Overall69.0% (+33.0)

V2 Grader Summary

Technical progress was made (wired speeds matched plan) but Wi-Fi upload remained low due to incorrect security downgrade advice (T3 Not Met) and a broken callback commitment (O2 Not Met), resulting in an Ownership Gap outcome despite strong troubleshooting effort.

V1 Case Analysis

Customer reports 500 Mbps plan but only ~150 Mbps wired through router and ~1-6 Mbps Wi-Fi. Modem direct test shows ~535 Mbps. Agent restored wired speed to ~530 Mbps after disabling IPv6 and changing security to WPA2-Personal. Wi-Fi speed remains low. Agent provided incorrect URL (feather.com) and suggested irrelevant MAC filter/priority checks. Scheduled callback.

Troubleshooting Steps
  • Direct speed test from modem (speedtest.net) to verify ISP speed (~535 Mbps).
  • Reconnected router and performed speed tests over Ethernet after changing router settings (IPv6 disabled, WPA2-Personal security).
  • Reviewed priority and MAC filter settings (irrelevant to speed issues per KB).
Key Observations
  • Agent provided a hallucinated URL (feather.com) instead of fast.com, a materially incorrect and unsafe instruction per KB guidance.
  • Suggested disabling IPv6 and checking MAC filter/priority settings without relevance to Wi-Fi speed issues (contradicts universal_speed_performance.md and universal_speed_below_plan.md).
  • Gave ambiguous UI instruction ('click C') not tied to any known Linksys interface element.
  • Failed to follow KB-recommended steps for slow Wi-Fi: did not check device placement, signal strength, band steering, or DFS channels (universal_speed_5ghz_diagnostics.md).
Positive Highlights
  • Verified ISP speed directly from the modem, establishing a correct baseline per universal_speed_below_plan.md Step 1.
  • Successfully restored wired throughput to ~530 Mbps after configuration changes, confirming router WAN functionality.
Agent Errors / Gaps
  • Provided wrong and hallucinated website (feather.com) instead of fast.com — a serious accuracy failure per KB and security policy (universal_speed_below_plan.md Step 1).
  • Suggested disabling IPv6 without justification; KB does not list IPv6 as a common cause of speed issues (universal_speed_performance.md).
  • Directed customer to check MAC filter and device priority settings, which are unrelated to speed degradation per universal_speed_performance.md and universal_speed_below_plan.md.
  • Gave unclear navigation instruction to 'click C' (transcript [36:00]), which does not correspond to any known UI element in Linksys routers.
  • Failed to follow KB-recommended steps for slow Wi-Fi: did not verify band selection, interference, or DFS channels (universal_speed_5ghz_diagnostics.md).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Wired speeds reached 529-536 Mbps (close to 500 Mbps plan) but phone Wi-Fi remained at ~1.8-6 Mbps despite configuration changes; issue not fully resolved for all devices.
R2 Met Diagnostic thoroughness conf 98%
Agent guided customer through modem-direct speed test, router reconnection, checking Ethernet cable, disabling IPv6, changing Wi-Fi security, and retesting — logical, relevant steps aligned with KB.
R3 Met Correct resolution path conf 95%
Agent pursued full troubleshooting path without citing warranty status; appropriate best-effort support for potential configuration issue on out-of-warranty device.
Technical Accuracy
T1 Met Technically accurate info conf 97%
Identified symptom (low speed on wired and Wi-Fi), isolated modem (535 Mbps), confirmed router was bottleneck, then investigated settings (IPv6, security mode) — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 96%
Used speedtest.net and fast.com for accurate speed measurement; accessed router UI to inspect and change settings — correct tools used appropriately.
T3 Not Met No misinformation conf 94%
Agent instructed customer to change Wi-Fi security to 'WPA2 Personal' on a router showing 'WPA2/WPA3'. This contradicts universal_speed_5ghz_diagnostics.md, which states 'Ensure WPA3 or WPA2 encryption is enabled' and recommends WPA3 for newer standards; forcing a downgrade to WPA2-only is technically incorrect guidance.
Communication
C1 Met Clear & professional language conf 93%
Maintained control throughout: set expectations ('I’ll stay here'), managed transitions, kept customer on track despite confusion and interruptions.
C2 Partially Met Confirmed understanding conf 88%
Used clear language but failed to adjust when customer expressed confusion ('I feel like I'm a bit lost now'); continued with complex navigation without simplifying.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Took full ownership: stayed on call, guided through all steps, initiated callback plan — no transfer or avoidance.
O2 Not Met Proactive follow-through conf 96%
Promised callback 'within three minutes' to follow up on phone speed test, but call ended with no evidence of callback fulfillment — commitment broken.
O3 Not Applicable Closure confirmation conf 100%
No prior case history mentioned or observable; confirmed first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none warranted — agent was actively troubleshooting a resolvable configuration scenario.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Acknowledged customer’s plan but did not express empathy for frustration or repeated effort; remained transactional despite customer’s visible effort and confusion.
X2 Partially Met Tone & rapport conf 85%
Maintained consistent pace but did not slow down or simplify when customer struggled ('I feel like I'm a bit lost'); missed opportunity to adapt to emotional state.
X3 Partially Met Overall experience conf 86%
Reduced effort by guiding remotely, but required customer to perform multiple speed tests and navigate complex UI; could have streamlined steps or offered clearer guidance.
Call Transcript84 turns · 86 lines
Speaker 1
Hey, Jame, I'm calling because I am having a problem with my Linksys router, and the speeds have dropped off. I worked through your AI agent this weekend, and its conclusion was to try to contact you guys directly this morning. Yes. Okay. I've got it, it's flipped over right here next to me. It is a six, zero. C is in Charlie two, zero. Amazon Mike two, five, E is in echo, zero two nine six eight. Yes, that's correct. Thank you. Uh with my ISP I'm doing. [silence]
00:00
Speaker 2
I have it here 6 0 Charlie 2 0 Mary 2 5 Echo 0 2 9 6 8. Okay, one second, I'm still checking it here. What's the speed that you're paying for by the way?
01:00
Speaker 1
A 500 megabits on a...through a cable modem. From the devices, oh, I was going to say, I just, yes, I've um, I just ran the uh Google, I think it's M lab speed test this morning. And I have, the reason it's evident to me is I have a iMac uh desktop computer that is etherneted through the uh router, so I've got a a hardwired connection to that. And um, this morning, uh I was able to see 153 down on the hardwired connection, which that's well below what I'm paying for, but I
02:00
Speaker 2
okay, and this speed that you're only getting from your device, is it just, in she says it slowing down,
02:00
Speaker 1
I think that my grandson might be downloading a game on a play station, but at the end rate right next to the uh router uh the Wi-Fi speed, which was done directly after I did the hardwired speed was 1.94. So it's just under 2 megabits. Um Bypassing Linksys on the hardwire is giving me 153 currently. And the uh Wi-Fi is giving me 1.94. I'm sorry. [silence]
03:00
Speaker 2
Okay, so when you bypass linksys and tested the speed from the modem, you're getting 1.4. Um, you mean. Uh, one second. I'm quite confused. Um, you said bypassing the linksys. You mean to say you connected your computer directly to the modem.
03:00
Speaker 1
Yes, it is flowing through the Linksys. The modem is connected directly to the internet inputs on the router. And then I have a- Yes, and then I have an ethernet cable in one of the four uh ports connecting the router to the computer. And that connection is giving me 153. Uh, does that make sense? Uh, well go- go ahead. I'm sorry. [silence]
04:00
Speaker 2
Oh, another router. Yeah works. Okay. And that's already cat cat 5e or cat 6 cable because if it's only cat 5. Um, uh, if you already by pass the router like right now, modem to the internet port of our linksys router and then from the linksys router, you wire your computer and you're just getting around 150.
04:00
Speaker 1
Okay. I believe it is a cat six. it's reasonably new and I have seen, uh, there may be a time of day issue as well because I have seen, uh, up to, you know, my rated speed 500 megabits come through the ethernet. So it's probable, it's a reasonably new cable. I'd have to look down the cable to try and see what the rating of it is, though.
05:00
Speaker 2
just make sure that the ethernet cable connecting the computer to their router is a cat5e or cat6 higher because there are internet cables which are only limited to 100 mbps only. Some cables, [silence] some ethernet cables. [silence] If that's the case, will it be possible for you to bypass linksys? I need you to [silence] way oh, loudly. [silence] please repair. Can you make [silence]. It sounds like the router is trying to connect, but it's having trouble reaching the web. Keep in mind that this happens to wiring being the issue.
05:00
Speaker 1
MM-HMM maybe not really I'm quite slow but we're very selective about when we're going to use it. I can re configure that. It'll take me some time, so I probably will not want to waste your time and call back. So, should we open a ticket up and then I can reconfigure and then we'll start again.
06:00
Speaker 2
directly to your modem for us to check what's the current speed it's providing, we will then, we'll compare it to the Linksys router later on. At least we will have some reference on what should be the speed that our router should get. I understand that you are paying for 500 and Mbps, it's just that you need to check what's the current speed from the modem now. Uh, So, can you by, is there someone using the Wi-Fi, aside from you? [silence] Is this your email address, by the way? It's under the [silence]
06:00
Speaker 1
Yes, yes. That's right. It is. It is. I've got a the indicator on the top of the router is on and it's solid white. Oh, yes, of course. First name is Lawrence. It's L-A w-R-E-M-C-E And last name is Shell, s-h-e-l-l. It is optimum. Okay?
07:00
Speaker 2
is this that the router shows here offline can you check if it's still a white on top solid white okay for me to complete your ticket here can i have your first name and last name Okay and your internet provider who is it okay thank you so yep all you need to do actually is to wire your computer directly to the modem you're not using Wi-Fi
07:00
Speaker 1
You know, I have Wi-Fi calling turned on, so it's hard to know if it's, I mean, it does indicate Wi-FI is connected on the cell, but I'm calling you from now. Okay, you're willing to wait for me to do this? It shouldn't, it shouldn't take too long. I just have to get behind the desk and make all the connections work. That's all. Oh, oh no, I don't think you
08:00
Speaker 2
Calling. OK, just in case I'll be disconnected. I'll just keep your lines open then. While now, you can totally bypass the Linksys and wired your computer directly to the Optimum box. Let's check if it's having 500 Mbps right now. Uh, will it take you a time to hardware your laptop? Or is... Uh, okay, okay. Or yeah, I'll just say, uh, probably it will not take you more than five minutes. Am I right?
08:00
Speaker 1
I'll take that one.
09:00
Speaker 2
Okay. All right. Just take your time then. I'll just stay here. You're welcome.
09:00
Speaker 1
Okay, I'm back. I've got everything reconnected and powering back up again. And as you'd requested, I've completely bypassed the router and gone directly from the modem into the computer.
14:00
Speaker 2
Anyway uh-huh. All right. Just let me know once your laptop is wired directly to the modem already.
14:00
Speaker 1
Okay, um, uh, everything is wired up. I'm just allowing everything to reboot now. So we're just waiting for the modem to reboot and all the connections otherwise are made. So we're almost complete with the power on the modem. So should we just give it a few moments? But I did go directly from the modem into the computer. That that was your request, right? Perfect. Yeah, yeah, for sure. Hey, Patrick. What's up? also just the is done. What's up? just the is downloading. Okay, it's going to be offline right now for a while
15:00
Speaker 2
I wired. have computer wired cuz we can then check the speed.
15:00
Speaker 1
So I'm working on the internet problem, okay?
16:00
Speaker 2
Mm-hmm. Uh, are you referring to me? Okay. No problem. Uh-huh. Okay. For now, Lawrence, your computer, is it already physically wired to the modem? From the modem side? Yeah. If it's still not detecting the internet, you can try to reboot it one time. [silence]
16:00
Speaker 1
So do you have a preferred speed test that you'd like to run? It's speedst.net. All right. Here we go. All right. OK. My, uh, it's still running the upload. My download speed is, uh 535. And my upload speed is, uh 20 I think those
17:00
Speaker 2
Okay. Ohohoh speedtest.net Tom only I can recommend speed test. All right. Don't know what's your download speed?
17:00
Speaker 1
download speed is 535 535. upload is 20 20. Okay. Okay, a slight difference, but fairly close. So when you're ready,
18:00
Speaker 2
fluent forearms Now run it again. [silence]
18:00
Speaker 1
Okay. Yes, the download is 533. And the upload, again, is 2020. Okay, sounds good. Feel stand by please. Thank you.
19:00
Speaker 2
go ahead uh-huh. and yes, okay. So that means we're expecting to have 500 from Linksys' router as well. You may now reconnect the modem back to the Linksys' router. Yeah, sure.
19:00
Speaker 1
Okay, sounds good. I've got the connection made and I'm powering up the router now. We'll just have to wait for that to reboot. I'm sorry. Oh, okay. Gotcha. Thank you. [extra audio, silence, extra audio] [silence]
20:00
Speaker 2
[ silence] Let me know once everything is connected back. Okay? To reboot. 30 minutes max still. Three minutes max for the linksys router to reboot. And can you wire already your computer to one of the ethernet ports of the linksys?
20:00
Speaker 1
I can. Um, I can reconnect that. Yes. I've, I don't, I have the disconnected currently, but I could certainly put that back in. So I'll make that connection right now. Okay. [silence]
21:00
Speaker 2
Extra Ethernet. Cable powered wire. Okay. Mm-hmm. Just let me know once it's online. Solid blue. [silence]
21:00
Speaker 1
Okay, all the physical connections are made. So I'm just waiting for the, uh, reboot. Actually, I've got a solid white now. [silence]
22:00
Speaker 2
And the router, is it solid blue? Oh, okay.
22:00
Speaker 1
It's a solid white. OK. Sounds good. I still have that open, so we'll just run that right now. [silence] [silence]
23:00
Speaker 2
Okay, perfect. It's still online right now, so yep, try to run a speed test now on your laptop or computer. Okay. [silence]
23:00
Speaker 1
Okay, results were not too bad. I've got a uh when you're ready to uh copy them. Okay, a download is 529 529. I may have to put that in the drive. So, just wait till I come back up. Okay. Okay. Yeah, my upload is uh still hanging at 20 to 0. Uh yes, I have my uh cell phone in hand which uh is uh connected via Wi-Fi. Okay.
24:00
Speaker 2
What's the speed you're getting? 20 GM PS. OK, 529. And what's the wireless device that you can check the speed aside from this? Um aside from this computer. Do you have another one? OK. So check the speed there as well. And that phone. [silence]
24:00
Speaker 1
and I'll use the same uh site the speedtest.net okay okay now that test is complete I I got uh 1.8
25:00
Speaker 2
yes be tested before the show. [silence]
25:00
Speaker 1
MBS yes it didn't give me an upload speed okay okay no problem [silence]
26:00
Speaker 2
download mbps 5.29 upload. gbps 1.8 for the download I mean, I mean, if you had it open, still, when you run a speed test, it's nice if it's a new, newly pulled up or what I mean is it's not the previous. It's still like a fresh one. Like, just open a new tab and close the previous one.
26:00
Speaker 1
Okay. [ silence ] Well, I got no upload solution again.
27:00
Speaker 2
All right. Well check that. [silence]
27:00
Speaker 1
But it did give me a slightly higher download speed at 51. 51. That was on the cell phone. Did you want to see it again on the computer with the new tab? Okay, no problem. Okay. [silence]
28:00
Speaker 2
Got it. And that's on the computer, right? You can see the speed. Yes, please. Okay, thank you. And please check the server, make sure it's the one nearest to you. As much as possible, it's nice if it's optimal.
28:00
Speaker 1
Okay, this is the the wired connection. I'll be testing again. Is that that what you're looking for? Okay. Um this is another test of the wired connection. Um. Okay, we're still we're still running. Oh that makes that makes sense. Okay, the wired connection again another retest is five three two, 532, down, and the upload is at 20 again. Okay, sounds good.
29:00
Speaker 2
pardon? what's that again? oh okay. so, and what was it? okay. on the phone, we'll do it later because if both devices are checking the speed, we can't get the accurate one. [silence] okay, [silence] let's check the wireless. [silence]
29:00
Speaker 1
the wireless is showing now 0.9 I do not no oh okay I am yes yes yeah
30:00
Speaker 2
[KEEP_UNCERTAIN] 9.9. And do you have VPN on that phone? Okay, good. Because sometimes the VPN affects the speed and you're using speed test.net on your phone. Can you try fast.com? The word fast.
30:00
Speaker 1
Okay Fastnetcom okay emmy Okay, fast.com. Got it. Okay, that's starting on its own. I'm doing the wireless uh run with this. Okay, and uh that is giving... Okay, and that's giving me uh, six, 6.0. [silence]
31:00
Speaker 2
That can be feather F-E-A-T-H-E-R dot com.
31:00
Speaker 1
Yes, actually. I have not made any of those changes. I don't think. I don't think I've done any of that. Uh, but I, me and myself logged in here, so I'm logging into the, uh, router itself. That's what's where we're going next. Uh, okay, I'm logged into the router. So I've got the main page.
32:00
Speaker 2
6.0 mbps okay let's access the settings of the router from there were you able to access it before the settings of your router uh did you set a device into high prionic please remember okay Station: laughs) so you know how to access the router settings Station: laughing) okay and I need you to check first the prioritization tab for me to access it from there and also I need you to do that first and then later on I need you to check the MAC filter access just to make sure that we don't have any randomized MAC found in there because I noticed earlier when the customer shared his screen I noticed he has randomized MAC in there and let me check in my terminal as well can you hear me
32:00
Speaker 1
Okay, so I do have a priority um card and it says priority is off on the front of the card. Uh cor oh, cali... No, I don't see that. There is a speed check uh setting on it, but I don't see anything else indicating. I mean, I could dig into some of the uh tools or settings tabs. I'd need some guidance with that, of course.
33:00
Speaker 2
that's on the upper left. priority, make sure it's off and nothing is being prioritized. devices. good, and there is no devices there listed that reset to high prior since it's off. so, and there is no calculated speed right there.
33:00
Speaker 1
okay connectivity here we go okay I'm on that main page Yes. I'm on that map. Yes. Okay. Okay. Okay. Okay. Okay. [silence]
34:00
Speaker 2
So right now just click ok under the prioritization. You can go to connectivity instead. Okay, so since you're under connectivity, there is IPI I mean basic. Can you see basic tab? And then internet settings. So click internet settings. And then go to IPv6. Under IPv6, click the word edit.
34:00
Speaker 1
the IP V6 automatic box it is so I'm going to uncheck it okay okay okay looks like it took that okay I'm back
35:00
Speaker 2
And then you can uncheck the box there for enabled. Yeah, that should be check. But I mean, uncheck, uncheck, or remove the check mark and then hit apply after. Thank you.
35:00
Speaker 1
on the connectivity menu. O Premium Wi-Fi settings, got it okay and that's opened up. Oh, am I going back to the previous page then for that or am I still on the Wi-Fi settings page?
36:00
Speaker 2
Okay, that means the settings has been applied. Just click on okay and go instead to Wi-Fi settings. Okay, and then you will see there the channels. Oh, I forgot to inform you need to click C first. That's on the bottom. I mean, that's on the lower right side of the page, C A, capital C. Yeah, Y face. Uh it's not part of the Y face settings page. It's part of the main page. The capital C.
36:00
Speaker 1
Okay. Okay, that's done. [silence] I don't see any indication of speed. I have um [silence] Okay. It's uh no, oh, I'm um, well, it has the two frequencies. It has 2.4 gigahertz and 5 gigahertz. [silence] But there's no other um speed indication on this that I can see.
37:00
Speaker 2
And what the speed is having. Under Wi-Fi settings. Silence. Not really speed. Silence. Under the Wi-Fi. Silence.
37:00
Speaker 1
Okay. Okay, I feel like I'm a bit lost now. I'm not sure the - let me go to the main Wi-Fi settings card, so okay, all right. I think I'm where you want me to be, so I'm on the main Wi-Fi settings card and both bands under security mode are showing WPA2, WPA3.
38:00
Speaker 2
settings will try to play around with the channels and the security mode under the 2.4 5 it should be under WPA 2 personal WPA 2 personal uh-huh
38:00
Speaker 1
Okay, great. Okay, I have a warning that I'm updating the settings, but I'm gonna go ahead and continue. [silence]
40:00
Speaker 2
Ah, okay. Yeah, you need to change it to WPA 2 Personal for both. And once done, you can click Apply. [silence] Once it's successfully applied, kindly run a speed test again through Wi-Fi. In fact, this computer you can disconnect the wired connection. We already tested the wire and it's working fine.
40:00
Speaker 1
Okay. Okay, we can do that. Let me turn on my computer's Wi-Fi.
41:00
Speaker 2
Okay. That's 500 plus. Let's connect instead this computer via Wi-Fi. And let's use this computer instead to test the speed.
41:00
Speaker 1
well it's reluctance to connect I don't know if the settings have been a problem or I'm getting a not connected [silence] try it again
42:00
Speaker 2
Could you let me know once you're able to run a speed test, please? [silence] Please, [silence]
42:00
Speaker 1
Okay. I think that did it. So the uh hardwire cable is disconnected. And I'm connected to the router via Wi-Fi at the computer. So, now we'll run another speed test. Okay, well that gave some good results. So when you're ready for the yes, using the computer and through the Wi-Fi with the new settings. I have a download at 536, 536. And upload speed is a 20 again, 20. 536, 536.
43:00
Speaker 2
And that's using the computer. Okay, so what's the speed on the computer now via Wi-Fi? That's the speed test again on the computer, the download. Okay, and this is already wireless. Can you check your phone one last time, Lawrence?
45:00
Speaker 1
well
46:00
Speaker 2
I'm really wondering why it's just getting below five and BPS when in fact the computer can detect wireless speed up to 500. let's check the phone one more time to be exact as much as possible. the just open a new tab and close the previous results.
46:00
Speaker 1
it it is yes well very long again it's uh 5.4 sure no it is it is connected to the Wi-Fi network uh on the Linksys
47:00
Speaker 2
it's still calculating. Can you check if it's still connected to the Linksys Wi-Fi probably it's connecting to something something else
47:00
Speaker 1
Okay. Okay, reconnected, and one more speed test. I wonder if they're connecting to different frequencies somehow. [silence]
48:00
Speaker 2
Can you check it one last time if it's still around? Uh just switch off your Wi-Fi for at least five seconds and turn it back on.
48:00
Speaker 1
Yeah, still very low, uh, 1.8. It is, yes. Okay, no problem. Okay, thank you.
49:00
Speaker 2
Um, is this the same phone that you're using to call me? Okay. Let's try to restart that phone completely instead Lauren's. Just keep your line's open. I'll be calling you back. Probably it will just take you two to three minutes to reboot the phone, okay? We'll check if it will make a difference. All right. I'll call you back then within three minutes. You're welcome. Talk to you. Bye-bye.
49:00