V2 Rubric Detail — 9d4a43be-65bd-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 17:47
Duration
14m 32s
Contact
John Tilburt
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall4.0/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp3.93/5
Overall89.0% (+9.0)

V2 Grader Summary

The agent conducted solid troubleshooting, correctly identified the Ethernet cable as a likely bottleneck, and provided technically accurate guidance. However, the original issue — TV speeds in the 50–70 Mbps range — was not retested or confirmed as resolved; the final 169 Mbps result was an improvement but not a verified fix. Therefore, the outcome is a Partial Resolution, supported by strong technical process but lacking full confirmation.

V1 Case Analysis

Customer reported low speed (~50–70 Mbps) on TV connected to child node. Agent guided speed test near node (546 Mbps), confirmed use of Cat5e/6 cable, corrected port usage (LAN not WAN), and rebooted TV. Final speed test showed 169 Mbps. Issue resolved.

Troubleshooting Steps
  • Guided customer to run speed test near child node with Wi-Fi off/on.
  • Clarified HDMI does not provide network connectivity; only Ethernet cables do.
  • Checked and explained Ethernet cable category requirements (Cat5e/6).
  • Instructed to use LAN port instead of WAN port for TV connection.
  • Advised reboot of TV and re-run speed test.
Key Observations
  • Agent correctly identified that the limiting factor was the Ethernet cable and port, not Wi-Fi.
  • Critical misunderstanding at [04:00]: agent initially questioned whether HDMI could be used for networking, risking confusion and misinformation.
  • Agent did not collect model, serial, or warranty information—relevant for mesh topology and support eligibility.
  • Speed test validation was well-executed and confirmed resolution.
  • No empathy or acknowledgment of customer frustration despite multiple disconnections and confusion.
Positive Highlights
  • Accurately diagnosed that Cat5-only cable limits throughput to ~100 Mbps and explained this clearly at [06:00].
  • Correctly instructed use of LAN port instead of WAN port for client device connection.
  • Effectively used speed testing methodology: validated node performance first, then client result.
  • Confirmed resolution with post-fix speed test showing 169 Mbps, satisfying customer.
  • Successfully avoided unnecessary resets or app pivots, maintaining focus on physical layer issues.
Agent Errors / Gaps
  • At [04:00], agent said 'HDMI will not work on our Linksys since it has RJ45 ethernet port' — this phrasing suggests confusion, as HDMI and Ethernet are unrelated; should have clearly stated HDMI does not carry network data.
  • Failed to collect product model or serial number, which is a protocol miss for mesh troubleshooting where model-specific behavior (e.g., port labeling) may vary.
  • Did not verify warranty status or support eligibility, which is expected when guiding hardware-dependent fixes.
  • No acknowledgment of customer frustration or disconnections; poor emotional handling.
  • Gave vague instructions at [05:00]: 'just ignore it because as long as it's connected to that port' — contradicts later emphasis on Cat5e/6 and undermines clarity.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Customer achieved 169 Mbps on TV and said 'I think it’s okay now,' but agent did not confirm resolution of the original issue (TV speed in 50–70 range); improvement was observed but not validated as full resolution.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer through speed tests at parent and child node, checked cable type and port usage — logical, relevant steps to isolate cabling and placement issues.
R3 Met Correct resolution path conf 93%
Recommended Cat5e/6 cable and correct port usage — appropriate best-effort guidance for likely cabling bottleneck, consistent with product capabilities.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Identified symptom (low speed on TV), compared speeds at different nodes, and logically narrowed cause to Ethernet cable category and port selection.
T2 Met Appropriate tools / resources used conf 94%
Used speed tests on iPhone and TV as appropriate tools; interpreted results correctly to rule out mesh backhaul and confirm local connection issue.
T3 Met No misinformation conf 97%
Correctly explained HDMI vs. Ethernet, 100 Mbps limit on Cat5, need for Cat5e/6, and proper use of LAN port — all factually accurate per documentation.
Communication
C1 Met Clear & professional language conf 92%
Maintained control throughout, gave clear instructions, managed transitions (e.g., moving to child node), and stayed on track despite disconnections.
C2 Met Confirmed understanding conf 93%
Used plain language, confirmed understanding (e.g., 'Do I do that on my iPhone again?'), and adapted to customer’s pace and confusion.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end, performed troubleshooting without transfer, and followed through on callback commitment.
O2 Partially Met Proactive follow-through conf 87%
Told customer to call back if problems persist, but did not set a specific timeline or confirm follow-up; next step was vague.
O3 Met Closure confirmation conf 90%
Referenced earlier speed test (~550 Mbps) and built on prior findings, showing continuity from previous interaction.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within agent’s scope and partially resolved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Polite and professional, but did not explicitly acknowledge customer frustration or repeat effort; empathy was present but generic.
X2 Met Tone & rapport conf 92%
Matched customer’s tone, checked comprehension, and maintained engagement despite technical hiccups and physical setup challenges.
X3 Met Overall experience conf 94%
Avoided unnecessary repetition, guided customer efficiently through tests, and suggested a preventive fix (new cable) to reduce future effort.
Call Transcript24 turns · 26 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Hi, this is May from Linksys giving you a call back. Is this John that I'm talking with? Uh yeah, we're about to check the speed using your iPhone and then we got disconnected.
00:00
Speaker 2
Yeah, it is. I'm just trying to get my speaker thing here showing up. Get back to the telephone. There. Yes. I don't know where you where we got lost, but There now. Okay. Yes. Okay. Then I did do that. And my iPhone, uh did the speed test on the iPhone, which is within two feet of my Linksys parental router and my modem. And that speed was um, something. Yeah, 550 something. Yeah.
00:00
Speaker 1
515 MPS okay, you can now move to the second that nearest node or where the TV is located. Let's check what's the available speeds from there. So just to um, yeah, use the iPhone since desktop is right next to the main and it's hardwired, so. But before you run a speed test, make sure that you turn off your Wi-Fi. And once you're on the location of the child, turn it on and then run a speed test. Yeah. Once you're already there. Mhm. The reason why it's for
01:00
Speaker 2
552. Okay. All right. Do I do that on my? Do I do that on my iPhone again? Okay. Well, okay. I turn off the Wi-Fi when I'm in the other room, and then turn it on when I get next to the child node. You said you wanted me to turn off the Wi-Fi on my iPhone? [silence] Okay. All right. Let me see if I can get that Wi-Fi turned off. To my settings. Whoops. That's not what I wanted. Ha. Come on. There. I want that. I'm going to make sure I toss another button and know I, There. Settings. Okay. Turn off Wi-Fi. Okay. My Wi-Fi turned off. Now I'm going to go in the other room and turn it back on because this is where my, I'm now right next to my child node, which is right in back of my smart.
01:00
Speaker 1
okay. runspeed tests. Yes.
03:00
Speaker 2
TV, turn on the Wi-Fi. and says I'm connected. to one. Now you want me to run a speed test from this location? Okay, give me a minute. Um, Okay. Now I just, should be able to just test again. I'm thinking from that same site I used before. So, on my iPhone, it says, standing next to the child node, it says 546.
03:00
Speaker 1
hmm MDPS. Well that your TVbut your TV is it wired directly to the node or it's connected through Wi-Fi. Wired right. Um HDMI will not work on our Linksys since it has RJ45 ethernet port. So are you referring to the I mean if it's wired to our node and you said yes through HDMI. But actually the TV can only be hardwired using an ethernet cable which is an RJ45 ethernet cable. Can you confirm if the TV is really.
04:00
Speaker 2
When I do a speed test on the TV itself, that's when I come up with this 50, 60, 70 range. It's a new wild... It's connected to the node directly through an HDMI connection. Okay.
04:00
Speaker 1
Okay, I need you to reboot the TV or just to switch it off and on before you run a speed test. And oh, one more thing, John. Please make sure as well that the ethernet cable is cat6 or cat5e because if you're using cat5 only, actually, well, just ignore it because as long as it's connected to that port.
05:00
Speaker 2
All right, I see in the back of the no is plugged into the internet. Um bug. Let's check you back to see Port one. Oh, okay. Do that right now. Okay. All right. Now it's in the upper Port. The TV is on. Okay. I'm trying to get back to my connection on the back of the TV. See where that's. Hmm. Okay. Hmm. [silence] cameras
05:00
Speaker 1
That will limit the speed into 1 hundred Mbps only. Even though you're paying for 500, it will be only limited to 100 since the cable is only capable of transmitting signal up to 100 Mbps. So it must be Cat 6. or Cat 5E. Mhm. Yes, you're right.
06:00
Speaker 2
Oh. Uh-huh. OK. OK. Trying to see where the... It's the one that came with the unit, I believe, but I can't see what the location I'm just trying to... I just wanna try and get the cover off of this. Oh, yeah, it wasn't in the HDNI port, it was in the LAN port. Um, I don't see any indication on the cable itself. I think... Since the cable came with the unit, let's see if there's a tag on it. Just a minute. See if it says green. And the tag on it just says [silence] [silence] [silence]
06:00
Speaker 1
yeah, either one, but ideally, it should be plugged into the LAN port, the other port. Yeah, so. Um, since it's already configured, as a child, actually, both can be used as to our connection. But, uh, for now, since you're getting a less speed, let's use the other port instead, the LAN port. Okay,
07:00
Speaker 2
Okay, so, um, if I, if I have a, plugged into my, you call it port one or whatever, as opposed to the WAN, either one will work. The, the other port's the LAN, huh? WAN is not a LAN. Say everyone's a LAN. Cut. Now, okay; all right, so it's, all right, I'll check it out because it's plugged into the upper port, the port one, as you called it and then the back of the TV, it's plugged into the LAN. And, uh.
07:00
Speaker 1
On the TV it doesn't matter actually it's okay on the TV side. Yeah try to check the speed now if there's any improvement.
08:00
Speaker 2
56717. All right. Finding optimal server. Okay. All right. It's working, huh? All right. Come on. Do your thing. Connecting, it says. [silence] All right. Okay. Yeah, we've got 67 downloads and 13.96 upload. [silence]
09:00
Speaker 1
how was it so earlier it was 69
10:00
Speaker 2
Sorry. Yeah. Still connecting. that's there. It's gonna start the test here in a minute. It's almost there. It says it's 162 right now. before that was on the spectrum.net website, speed test. This is of course on speed test.net with the AST set at 30. We'll wait for the speed to come up on here on the network profile so we know which one it is, each one shows you its tablet, your Wi-Fi connection.
10:00
Speaker 1
Yeah. Yeah. So getting 169, that's already good for streaming. Uh, it can't already, like, there should be no buffering, um, that you should encounter compared to this speed that you're getting earlier. So. Um, yeah. If you sometimes it's indicated on the cable itself. If it's cat 5e or cat 5 only. [silence]
11:00
Speaker 2
got it. Yeah. Okay. Is there any way of confirming whether that's a cat six or five e cable? I don't think there is, I mean, what would have come with the unit? Yeah, and I don't wanna, I just uh, I just found some. It's a week. Just say, give it here in a minute. MW. Run away. Almost there. What's this? A. Finish. Yes. All kinds of writing on the back of this cable. I didn't see it first. I'm not seeing whether it's a 5 or 6. OK. Anyway, if I continue to have problems with it, I'll just make sure I've got... You said a 5, 8 or 6, right?
11:00
Speaker 1
I'm still here. Okay. Okay. Well, since it's gotten 169, I can confirm that you're using not a cut five cable, but uh, it's capable of, um, detecting more than 100, since we're getting 169 in the TV. Mhm. So we'll see if it will. Okay. Well, just call us, John, if ever you [silence]
13:00
Speaker 2
Okay. I think I must have lost you again. Oh, you are, okay. So if I, it looks like it's going to be okay now. So, but if I continue to have problems with it, then I should perhaps get some new cables, Cat 5e or Cat 6. Okay, all right. Okay, good. Um, why don't you see what happens there, then that's uh. Yeah, that's good. I think that's all I need for now.
13:00
Speaker 1
You know, this something unusual or something you have a problem with, you're open between 9 a.m. to 11 p.m. your time, okay? Eastern time, I mean. Thank you again for answering this call back. Bye for now, John. Take care. Bye-bye.
14:00
Speaker 2
Okay. All right. Okay. Thank you. Yep. Okay. Bye bye. [silence]
14:00