V2 Rubric Detail — ad98117a-79e4-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-07 09:17
Duration
18m 55s
Contact
Anders Maehre
Issue Type
Speed/Performance
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00136135
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Not getting enough speed

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.4/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall41.0% (-7.0)

V2 Grader Summary

Customer issue (speed drop from 400-600 Mbps modem to ~100 Mbps on mesh) was not resolved; agent showed ownership and initiated troubleshooting but failed to execute complete diagnostic path (no firmware check, router UI access, or band optimization), resulting in ownership gap per R1/R2 Not Met but O1 Met.

V1 Case Analysis

Customer experiencing low Wi-Fi speeds (~100 Mbps) on WHW03V2 mesh despite 900 Mbps fiber plan. Collected model/serial, confirmed out-of-warranty. Advised wired test and cable check. No firmware, LED, or configuration review performed. Issue unresolved.

Troubleshooting Steps
  • Collected model number (WHW03V2) and serial numbers.
  • Confirmed out-of-warranty status.
  • Asked about ISP and current wired speed measurements.
  • Suggested connecting a computer to the parent node and running a speed test.
  • Inquired about the Ethernet cable used between modem and node.
Key Observations
  • Agent failed to verify firmware version of WHW03V2 nodes — a critical step per KB (velop_mesh_compatibility.md) as v1 and v2 firmware are incompatible and can cause performance degradation.
  • No LED status check was performed — solid blue indicates healthy node, red indicates error (velop_wifi_connectivity.md).
  • Troubleshooting was unfocused — agent switched between wired and wireless without confirming results or isolating the issue.
  • No access to router settings was attempted to check WiFi configuration, channel, or band settings.
  • No concrete next step, timeline, or escalation path was set, leaving the customer without direction.
Positive Highlights
  • Collected essential device information (model, serial, customer name, email).
  • Confirmed out-of-warranty status clearly to set expectations.
  • Demonstrated empathy by acknowledging the speed frustration.
  • Correctly identified the need for a wired speed test to isolate the issue (universal_speed_below_plan.md Step 3).
Agent Errors / Gaps
  • Failed to ask about or verify the firmware version of the WHW03V2 nodes (Velop v1 vs v2 mismatch is a known issue per velop_mesh_compatibility.md).
  • Did not confirm LED status (solid blue vs red) to rule out node health or connectivity issues (velop_wifi_connectivity.md).
  • Did not access router settings to check WiFi configuration, channel, or band settings (universal_speed_below_plan.md).
  • Provided vague guidance without a clear action plan or follow-up schedule.
  • Misunderstood the topology — incorrectly referred to 'bypassing the link is' [00:17:00] when the customer was already testing wired speed through the Linksys node.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed resolution; call ended with customer still experiencing ~100 Mbps speeds vs. expected 400-600 Mbps from modem.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent guided wired speed test and cable check but skipped firmware version verification, node placement, and 5 GHz band optimization despite customer mentioning app showed good speeds.
R3 Partially Met Correct resolution path conf 80%
Agent correctly identified OOW status and attempted best-effort troubleshooting (wired test, cable check) but omitted critical WHW03-specific steps like firmware v1/v2 compatibility check and router UI access for diagnostics.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified slow Wi-Fi symptom and asked about ISP/hardware but skipped key diagnostics: wired speed on Linksys node, firmware version, and 5 GHz vs 2.4 GHz band testing.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not instruct customer to access http://myrouter.local to check firmware, settings, or DHCP client list; no remote session or speed test via router UI attempted despite need to verify WAN speed and router configuration.
T3 Partially Met No misinformation conf 85%
Agent correctly stated OOW status and cable importance but failed to mention WHW03 nodes must run same firmware version (v1/v2), a documented compatibility requirement — omission constitutes material technical gap per velop_mesh_compatibility.md.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent opened call professionally and collected info but long silences, unclear transitions (e.g., sudden shift to cable type), and lack of structured agenda weakened call control.
C2 Partially Met Confirmed understanding conf 75%
Agent used plain language but did not confirm understanding when discussing parent node or test methodology; customer repeated info due to confusion over which device was being tested.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent remained on call, did not transfer, and attempted to guide troubleshooting — demonstrated ownership despite case complexity.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps, timeline, or follow-up commitment provided; call ended without closure or direction for customer to proceed.
O3 Not Applicable Closure confirmation conf 100%
First interaction; no prior case history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted at this stage — agent was still in early troubleshooting with no confirmed hardware fault or repeated failure.
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 80%
Agent acknowledged frustration politely but empathy was minimal and not personalized; responses felt scripted (e.g., repeated warranty disclaimer without addressing core issue).
X2 Partially Met Tone & rapport conf 75%
Agent maintained steady tone but did not adjust pacing or clarify when customer struggled with device identification and test procedures, leading to repeated information sharing.
X3 Not Met Overall experience conf 90%
Customer repeated serial/model numbers multiple times; agent failed to document or reuse provided information, increasing effort (e.g., re-asking for details already given).
Call Transcript32 turns · 35 lines
Speaker 1
Hi there. Um I have a Linksys mesh system with one uh mother node and three other nodes in my house, but they seem to kind of um the the actual speed I'm achieving is kind of falling off a cliff relative to
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you so much for calling Linksys. This is Daresh. I can help you. [silence]
00:00
Speaker 1
Okay. [silence] the router itself even though the [silence] mother node is connected, you know, with the wire to it. [silence] And so I'm a little bit struggling a little bit to [silence] understand why that is and I wonder if there's anyone that can kind of have a little support a bit on figuring out why and what I can change in settings and what have you. [silence] Because it's not just the connection between the nodes. [silence] It's the main node itself doesn't actually have anywhere near the speed of [silence] uh what do I see that? [silence] Is is in the app maybe? [silence] Okay. [silence] But I I've got everything. [silence] I'm I'm logged into the to the to the [silence] app. [silence] Does it not say there? [silence] What the Okay. [silence] All right. [silence] Then I need to go. [silence] I have to say this again. Okay. [silence] One second. [silence] Okay.
01:00
Speaker 2
Okay. What's the model number of the device? It's underneath the device itself. Okay. Go to the network administration and then nodes. Tell me what's the serial number? [silence]
01:00
Speaker 1
All right. On those little stickers inside there. Serial number. Oh my goodness gracious. Very small. I'll know if I can take a picture of that and zoom in I think. All right. on of the uh um so on one of the nodes is 20J20M31A063665 I also have the model number if you need that. yeah yeah yeah correct and the model number, if that's helpful, is WHW O3V2. I have three of them around the house and one that's connected
02:00
Speaker 2
Okay. So, just to reaffirm, okay. So, the model, uh, the serial number is two zero J two zero M three one A zero six three 66. Okay. Good. You have, um, how many notes in total? Three, right? Okay.
03:00
Speaker 1
Directed to the router, so four in total I guess. err - So I understand that there could be some signal loss between the nodes, right? Because obviously they're compromised about how many nodes do you want and how far away are they from each other? And all of this. But I don't understand why my router deliver like three or four times better Wi-Fi speed the router than my Linksy mesh uh node device that's connected to it. No, it's just one of the other nodes. Do you need the parent node?
04:00
Speaker 2
okay okay actually, so the zero number that you provided me, is this from the parent note? Okay, what's the zero number? E-S-L-E-S.
04:00
Speaker 1
wait a second I'll write it down the serial number on the main node is 2 O J 2 O M 3 1 A 0 6 4 1 7 and the model number is the same as the previous W H W 0 3 V 2 [silence] It's a kind of... what is it called? They're called corku. It's a... as a fiber provider. Corku. C-O-R-K-O-O. They're just an ISP, right? It's probably city fiber or something like that. They're run off. [ silence ]
05:00
Speaker 2
Can I know who is your internet service provider? Sorry. [silence] Okay, so that's C-U-S-H-H I mean C-K-O. [silence]
06:00
Speaker 1
... for a few years now, it's just like checking and the fiber through my wall should deliver like 900 megabits per second and I can only get like 100 around my house. I'm trying to figure out why. be fair to you, I'm not getting the 900 that I'm supposed to be getting. I'm getting that I should be getting. That's right. Actual actual speed at the router is like 400 megabits per second. The router for this from the service provider that the first node is connected to. Wi-Fi speed on it is something like 400. Brand and model of your router. I see. Um, it's a TP-Link and the Archer PR2100. The model no, model name is And this TP-Link and the model name is Archer PR2100V. [silence]
07:00
Speaker 2
Yes, what's, what was that? Oh, no, no, no. What's the brand and model? What's the model? I meant to say I'm just. Go ahead, sorry. Hmm. Is it a PR201?
08:00
Speaker 1
Vr. Victor. Romeo. 21. It looks like the number zero. V. Again. Yes. wrath of one. Yes. [silence] My name is Andrew Mara. It's A-N-D-R-E-W. My surname is Mara, M-A-R-A.
09:00
Speaker 2
So this is the modem and the router, modem and router all in one. Okay, can I have your full name and your email address, please? [silence]
09:00
Speaker 1
I can spell it phonetically if it helps. His email address is anders a-n-d-e-r-s underscore m-i-k-e-h-r-e hotmail.com.
10:00
Speaker 2
Okay, thank you so much. Okay, so first, before anything else, I just wanted to inform you of the warranty status of the device. Uh, just to set your expectation, based on our records, it shows that this device is over the out of warranty. So this device covers three-year warranty and our records shows this one has covered all its warranty, the three-year warranty.
10:00
Speaker 1
No, no, I'm not. I think we're getting at the wrong end of the stick here. I understand that it's not a replacement. It's nothing wrong with the kit. I'm just asking for a little bit of guidance on helping me do the settings, because I think it's picking up like the two [silence] Okay. Thank you very much. All right. Mm-hmm. Very good.
11:00
Speaker 2
So, just to set your expectation for out-of-warranty device, there is no [silence] device replacement if in case it is deemed defective. Okay, I understand. I know, sir. I'm just setting your expectation. That's why I mentioned the first time that I am just informing you of the warranty. Okay. Now, for the troubleshooting that we're going to do, it's gonna involve connecting directly to the device, isolating the issue by connecting to a computer, checking the modem, the device, the speed that is provided from your modem.
11:00
Speaker 1
Yeah. Yeah, I've also done it on the my on the Linksys, um, on the Linksys app. Right, so because there's a, when there's, when you kind of flag to the to the app that the speed is slow, it sort of, it gives you options to test the speed that comes to the house, right? And the speed is seems like on that test, the speed seems very good. Um, I if I plug in a computer directly into the router, the one from my service provider, and I get uh speeds of approximately um I think it was 600, right? I did this earlier today when I spoke to the service provider. Um and um yeah, that seems that's that reduces it to about 300 if it's uh.
12:00
Speaker 2
to the Router. So do you have a computer for us to do that?
12:00
Speaker 1
Wi-Fi and then on anything links links is it reduces to about a hundred? Yes, I'm just getting 100 on the links. Yeah. I'll this question, right? So I cannot that's why I'm calling really to figure out how to to kind of help me force the the links devices to to provide the 5 GHz uh as a preference because it seems to vary a lot, right? Like it says or
13:00
Speaker 2
Okay, so for the wireless, if you're connected to the Wi-Fi of the Linksys, you mean to say that you're just getting 100. is that correct? Okay. Is this, uh, are you referring to the 2.4, uh, gigahertz band or the five gigahertz band? [silence]
13:00
Speaker 1
Right now looking at my my my lynx right, it's says that my iPhone is connected using the Lynx's network using 5 GHz. right and if I test the speed with like Ookla speed test for something it gets me, you know nowhere near. Hmm. need to get um p loads of the main router again just need to catch my computer and uh connect it to the router. So just be have one minute.
14:00
Speaker 2
okay then connect your computer to the wi-fi of your Lysis device and open up a browser we can access its settings
14:00
Speaker 1
I don't use any wired devices. I don't know. I just know that the wireless signal is very poor. really only really a wireless concern. What I guess I don't know why. Oh yeah. I haven't tested. I plugged my computer, for example, into the to the mother node on on Link on yes. mother node and that could be an interesting reading, I suppose. I can do that now. Do you prefer? Shall I do it? Should I connect the computer to the Link yes mother node or to the to the main router?
15:00
Speaker 2
So this is, uh, this issue is happening both wired and wireless, right? So this is specifically for wireless. [silence] Okay, it would be, uh, better if you will check the [silence]
15:00
Speaker 1
[KEEP_UNCERTAIN] yeah okay so that's that's about 600 as I said earlier I can do it again for you now though Right so I'm on the computer and I'm turning off Wi-Fi so that it doesn't kind of connect to the internet it uses the wired connection and then if I go to the speed test by Glan and I run that
16:00
Speaker 2
first one of the main router the TP link okay did you did you disconnect the Wi-Fi system temporarily
16:00
Speaker 1
30 440 The one that came with the the system actually The one that you guys sold me with it.
17:00
Speaker 2
Okay. What is the land cable that you're using to connect the links to the main router? 2Blink. Okay. That is why we, it is necessary or it is helpful to use the same cable that is provided, I mean, that is used to connect the links to the modem. So we can verify if it is providing the right speed, because the land cable also matters. And I'm sorry.
17:00
Speaker 1
Okay, so, okay, okay, uh, this one, I can do that.
18:00
Speaker 2
I'm so sorry, uh, what I mean is, why, what I mean is using the same cable that connects the link- to the router. So it's literally bypassing the link is. [silence]
18:00