V2 Rubric Detail — a2cdbf98-7975-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 20:02
Duration
12m 57s
Contact
Saharsh Purbsari
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00136060
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet speed

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall8.3% (-47.7)

V2 Grader Summary

The agent provided materially incorrect technical information by claiming the EA6900 is limited to 100 Mbps, which is contradicted by the KB stating EA Series routers have Gigabit ports. No substantive troubleshooting (such as wired speed tests or router UI checks) was performed, and the call ended without a resolution or clear next steps.

V1 Case Analysis

Customer experiencing 20-70 Mbps on EA6900 (ISP plan ~120 Mbps). Agent incorrectly stated router is limited to 100 Mbps and recommended upgrade. No wired test or modem verification performed. Issue unresolved.

Troubleshooting Steps
  • Asked the customer what speed they were seeing
  • Suggested running a speed test on speedtest.net and fast.com
  • Offered a factory reset and re-configuration
  • Recommended upgrading to a newer router
Key Observations
  • Agent made a materially incorrect technical claim: EA6900 supports Gigabit Ethernet (1000 Mbps), not limited to 100 Mbps (see universal_hardware_speed_limits.md).
  • No basic troubleshooting steps (wired test, modem check, placement) were performed per KB guidance in universal_speed_below_plan.md.
  • Agent failed to collect essential customer information (serial number, name, email) despite initiating the request.
  • Agent suggested a factory reset and upgrade without confirming whether the issue was with the router, ISP, or environment.
  • Agent maintained a polite tone and attempted to guide the customer through speed tests, which is a positive step.
Positive Highlights
  • Agent correctly directed the customer to use reliable speed test platforms: speedtest.net and fast.com (at [07:00] and [08:00]).
  • Agent maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Incorrectly claimed the EA6900 router is limited to 100 Mbps (at [06:00]), contradicting KB: EA Series routers like the EA6900 have Gigabit ports (universal_hardware_speed_limits.md).
  • Failed to verify modem connectivity or perform a wired speed test to isolate ISP vs. router issue (universal_speed_below_plan.md Step 1).
  • Did not assess router placement, interference, or device load—basic steps in KB (universal_speed_performance.md Step 3).
  • Did not collect product serial number, customer name, or email despite initiating the request.
  • Suggested a factory reset without confirming it would resolve the issue or explaining the consequences (universal_factory_reset.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent suggested factory reset or upgrade but did not confirm resolution; issue was not resolved nor escalated with clear next steps.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting: skipped wired speed test, firmware check, router settings verification, or WAN diagnostics before concluding.
R3 Partially Met Correct resolution path conf 93%
Agent correctly identified EOL status but incorrectly claimed EA6900 is limited to 100 Mbps, which is false per KB; recommendation to upgrade was reasonable but based on flawed premise.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified slow speed and ISP involvement but failed to ask key diagnostic questions (e.g., wired vs wireless, device count, placement) to isolate root cause.
T2 Not Met Appropriate tools / resources used conf 94%
Relied solely on customer-run external speed tests; did not access router UI, check firmware, or use internal diagnostics tools despite available local access.
T3 Not Met No misinformation conf 97%
Agent stated EA6900 supports only up to 100 Mbps — contradicted by KB: EA Series routers have Gigabit LAN ports and can support speeds well above 100 Mbps (universal_hardware_speed_limits.md).
Communication
C1 Not Met Clear & professional language conf 93%
Call lacked framing, had long silences, abrupt transitions, and no control during customer confusion; ended without confirmation.
C2 Not Met Confirmed understanding conf 92%
Used technical terms without adaptation, failed to confirm understanding, and gave inaccurate info that confused customer.
Customer Ownership
O1 Not Met Ownership & empathy conf 91%
Suggested reset or upgrade but took no ownership to guide, schedule, or verify completion; handed off responsibility entirely to customer.
O2 Not Met Proactive follow-through conf 90%
No specific next steps, timeline, or follow-up commitment; only vague suggestions without accountability.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was clearly warranted given the nature of the issue.
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 90%
Minimal empathy shown; did not acknowledge customer’s frustration or repeated effort, only offered generic thanks.
X2 Not Met Tone & rapport conf 89%
Maintained monotonous, scripted tone; failed to adjust pace or style despite customer’s repeated requests for clarification.
X3 Not Met Overall experience conf 94%
Customer repeated information and ran multiple speed tests; agent did nothing on their behalf and created unnecessary effort.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.Linksys.com for more information about your product.
00:00
Speaker 1
Hi, I bought a linksys router for my apartment in Chicago. I just shifted over there with zentra internet but the internet speed is not that great. I just spoke to zentra, they said to contact linksys. I was on a call with them for like 15, 20 minutes. They said that the problem might be with the router. Yes, it's e30 n10 m22 d108 31. model number? Yes, it's ea6900 ea6900.
04:00
Speaker 2
Hi, how can I help you today? Mm-hmm. Okay, I see. I may have the serial number for that lens device, please. [silence] Do we have a model number?
04:00
Speaker 1
As an laptop, 5,400, 5,400. Uh, I purchased it about a year, year and a half back. And I just shifted cities and like I attached this router so that I could connect it to the internet in the apartment which I'm staying in. But the speed is not that great. Like, it's pretty slow. Sorry? Uh, we can get um with it said 120 uh MPS. But it's giving only 20 MPS. [silence]
05:00
Speaker 2
And then did you purchase this router again? Okay. Can you What speed can you get? speed can you get? yeah.
05:00
Speaker 1
You know, MVP. But, yeah, it's not even reaching to 100 or 80 or 90. It's like giving only 20.
06:00
Speaker 2
okay and your subscription speed is 1.20 because um for these router sir you can only uh support up to 100 Mbps only. So uh beyond that yeah you're up to 100 Mbps only for it's poorer. So beyond that subscription it can no longer give you uh up beyond 100 Mbps. So like up until 80 or 90 Mbps only. [silence] If you try to um run a speed test again using
06:00
Speaker 1
Sorry. I run a feedback form. But how is that going to help? Which could you repeat the platform? Speed test. All right. Give me 1 second. Yeah, now it's fine. It's even 70.
07:00
Speaker 2
test that net run a speed test again using speedtest.net CP test yeah I just wanted to check your current speed using that platform speedtest.net that's the website mm-hmm [silence] How about fast.com just for comparison.
07:00
Speaker 1
Sorry. [silence] [silence] [silence] Past.com. Yeah. [silence] I was showing 60. [silence] 60. [silence] Oh wait, 65 now. [silence] Vintro, V-E-N-T-R-O.
08:00
Speaker 2
Comcast. Yes. I think it was 60 um It's 55 now um Can you tell me your internet service provider again? Comcast. May I have your first and last name sir. Yes. Um That'll be all thank you [ silence ] and your last name sorry okay and let's see your email address okay
08:00
Speaker 1
It reached 70. Yeah. Because sometime back we were only getting 20. I don't know some random platform on Google. I just typed how to check Wi-Fi speed, the first website, it showed, I just tried that. Okay. Got it.
10:00
Speaker 2
What's the final speed again on fast.com? It's the same with speedtest.net. Okay. What platform did you use for that? Yeah, because, um, these two platforms that I've let you test, um this is one of the reliable, one of the most reliable internet speed test. So yes.
10:00
Speaker 1
[silence]
11:00
Speaker 2
If you're like wondering if it's going to really slow down, like up to 50 or 40 or 20, like you've mentioned earlier, the last option that you will need to do for this, since your internet service provider claimed that there's no problem on their end, we can just do a full factory reset on your router and then set it up again. But right now, since you have 70 out of 80 or 90, based on the router's capability, that's like a good signal though, if you're fine with that. Or you can also proceed with a reset and reconfiguration if you want, to check if there's no Okay, I see.
11:00
Speaker 1
All right. Okay. Alright then. Sounds good. Okay, sounds good. Yeah. Yeah. Thank you. [silence] Yeah.
12:00
Speaker 2
it might be best for you to have an upgrade for a newer router: or yeah because this unit that you have also since this is end of life: so we no longer manufacture this model and there are also no: firmware update available so it might be one of the factor: that the internet might be getting slow yeah for this unit: since it's outdated so either you reset and reconfigure: or just upgrade to a newer version of a router: okay so all good: okay so okay sir: thank you for calling like this you're welcome have a good day:
12:00