V2 Rubric Detail — b0afe06e-74a2-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 16:42
Duration
32m 37s
Contact
Arthur
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135357
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution1.25/5
Technical0.94/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall48.8% (+8.8)

V2 Grader Summary

The agent failed to conduct essential troubleshooting steps such as modem-direct speed testing, WAN status verification, or accessing the router dashboard, violating core diagnostic protocols. While ownership and communication were adequate, the absence of tool use and logical isolation renders the effort non-compliant with technical standards, resulting in no meaningful progress. This constitutes an unresolved case due to inadequate troubleshooting, not lack of resolution alone.

V1 Case Analysis

Customer with WHW03 Velop mesh (6 nodes) experiencing slow Wi-Fi speeds, buffering on media box, and inconsistent performance. Agent did not verify modem speed, misdiagnosed issue as computer adapter limitation, and advised monitoring for 24 hours. No resolution achieved.

Troubleshooting Steps
  • Collected model number (WHW03).
  • Ran speed test on mobile device (180 Mbps) and computer (86.7 Mbps link speed, ~45 Mbps actual).
  • Suggested moving weak node closer to another node.
  • Guided full power-cycle of all nodes (not in recommended order).
Key Observations
  • Agent did not follow the standard Velop troubleshooting flow outlined in velop_wifi_connectivity.md: skipped Step 2 (test at modem), Step 3 (reboot mesh system in correct order), and Step 4 (check parent node internet connection).
  • Agent misdiagnosed the issue as a computer wireless adapter limitation (86.7 Mbps link speed) without verifying if this speed was consistent with the ISP plan or testing other devices.
  • No escalation path was offered despite the out-of-warranty status and unresolved issue; agent defaulted to vague observation period instead of providing self-help resources.
  • Agent failed to check node LED status, confirm parent/child topology, or verify WAN cable connection — all basic steps in the KB.
Positive Highlights
  • Agent asked for the model number and attempted to run a speed test on the customer's device.
  • Suggested moving the weak node closer to improve signal strength, which aligns with Step 6 in velop_wifi_connectivity.md.
  • Guided a full power-cycle of all nodes, though not in the correct order (modem should be restarted first).
Agent Errors / Gaps
  • Did not verify upstream internet speed at the modem (critical Step 2 in velop_wifi_connectivity.md).
  • Did not check node LED status or confirm which node was parent/child (missed Step 1).
  • Did not collect the device serial number or confirm warranty eligibility beyond customer statement.
  • Misdiagnosed the issue as a computer wireless adapter problem without ruling out mesh or ISP issues first.
  • Provided vague advice without concrete steps (e.g., 'observe for 24 hours') and failed to offer KB articles or self-help paths.
  • Suggested newer models without confirming compatibility or migration steps, creating confusion about mixing node types.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never achieved a fix; advised to observe for 24 hours and consider hardware replacement but issue remained unresolved.
R2 Not Met Diagnostic thoroughness conf 95%
Agent failed to perform basic isolation steps: never tested modem directly, did not check WAN status or LED indicators, skipped router dashboard diagnostics despite WHW03 support.
R3 Met Correct resolution path conf 90%
For an out-of-warranty Velop, agent provided best-effort troubleshooting and upgrade suggestions rather than dismissing the case.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic sequence; jumped to wireless adapter theory without ruling out ISP, modem, or router issues first, violating velop_wifi_connectivity.md Step 2 (Isolate the Source).
T2 Not Met Appropriate tools / resources used conf 96%
Did not use router web interface (http://192.168.1.1 or myrouter.local) to check node status or internet connection, which is a required tool for diagnosing Velop systems per velop_wifi_connectivity.md Step 4.
T3 Partially Met No misinformation conf 88%
Correctly advised on node placement and rebooting, but incorrectly attributed computer speed issue solely to wireless adapter without checking for common factors like driver issues or interference mentioned in universal_speed_5ghz_diagnostics.md.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent kept the conversation moving but lacked a clear opening agenda and occasional long silences caused minor loss of control.
C2 Met Confirmed understanding conf 85%
Used simple language, avoided jargon, and confirmed understanding (e.g., “All right, so you're only getting seven mbps…?”).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, provided troubleshooting, and did not transfer the customer.
O2 Met Proactive follow-through conf 90%
Set a concrete next step: observe the connection for 24 hours and call back if the problem recurs.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced; this appears to be the first contact on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted based on the troubleshooting provided.
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 80%
Agent offered a brief apology (“I do apologize to hear that”) but did not explicitly acknowledge the customer’s frustration or repeated attempts.
X2 Met Tone & rapport conf 85%
Agent remained calm, used a patient tone, and responded to each of the customer’s statements without sounding rushed.
X3 Partially Met Overall experience conf 75%
Customer was asked to repeat steps (reset nodes, check link speed) that could have been handled more efficiently; however, agent avoided unnecessary holds.
Call Transcript53 turns · 56 lines
Speaker 2
can I help you with a warranty product or an out of warranty product? Would it be a performance issue or a hardware problem? Welcome to Linksys 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. Sorry, that's not an available option. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more, please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hello. Thank you for calling the MSCF Technical support. This is Tram. How can I assist you today? [silence] Sure. I have an out of warranty LInXis tablet and the internal mic isn't working. It worked fine before. I did do a free system update last week. Now it doesn't work at all. Will be happy to look into this. May I know your first name? Do you mean the micro inside the device or the microphone of the headphones? What is possible renewal today. Is that possible today for downloading the app?
00:00
Speaker 1
Challenges with my Linkus system. It's the Velop that was in the house. And I did it quick yesterday. Okay, well, I may be going on. But I'll try again. So, I tried to do a speed test yesterday and I got somewhere in the neighborhood of seven or eight megabytes. And I've got much more than that coming in the house. I got over 300 coming in the house and my speeds are tripling. And I use the same cable. So, I think there is a problem with the hotspot, router. I didn't realized that that would be an issue with, for example, if I were connecting to my Iphone from Xbox. So, now, I'm doing a speed test and it is, I'm getting 300 coming, 362 in. Yeah. But my uploads aren't that much. I'm 19.5. I reset it and still I'm getting the same speeds. So, I think I have a problem with the hotspot routers. Hard resetting it. So, I'm assuming you probably know what the latest firmware is, so I must be out of date.[ silence ]
01:00
Speaker 2
I'm yes, right? I may know what's the problem but the router, I do apologize to cut you off, sir, but you're cutting in and out, sir. Mm-hmm.
01:00
Speaker 1
into the house from the router. So those are, for some reason, not working well. And I don't know what's going on. I may need to replace the system, or if you can tell me figure out what may be going on. No, I'm not. Everything's the same. I'll be on a call as well on my computer and it'll just kick me out because the the internet dropped off. So, there's all kinds of challenges with it right now, so. Okay, let me see if I can see it. All right. So,
02:00
Speaker 2
I see, get it. I do apologize to hear that, one second. If I may ask, sir, did you upgrade your subscribe speed or change your modem lately? Kindly provide the model number and the serial number of your Linksys router.
02:00
Speaker 1
Model number where is it here? Okay, so it's a WH W 03 F 2 as in Victor J as in John 3 as in Michael 3 when is that 3 5 A as in Arthur 3 9 9 2 8. Yeah. It's uh Star Link.
03:00
Speaker 2
Got it. How about the sterile number? Head and neck track here. And also main no, who is your internet service provider, sir? [silence]
03:00
Speaker 1
well, I can do one now. I can show you. It's very, very slow. uh, I'm doing a, I'm doing a, I'm using my phone. I'm using my phone. Yeah. So there's two options here. The first option is router to internet. And the second one is device to internet. Which would you like me to do?
04:00
Speaker 2
All right lightweight okay. Okay, one moment here. Okay, so you're only getting seven mbps when you do a speed test? [silence] Uh what device did you use, sir? Is it on the computer? Your phone? Uh-huh. [silence] Um, what website you're trying to access when you do uh speed tester? Is it directly?
04:00
Speaker 1
on your on your mobile your mobile data's always on if it's needed it'll you'll you'll click in . just a minute [silence]
05:00
Speaker 2
on the linked app. How about open a browser? And also, sorry, if I may ask, does your phone have mobile data? Did you turn on the mobile data of your phone? Can you turn it off, sir? Just to make sure that only the Wi-Fi is working, um, when we do the speed test? and you are connected to the Linksys Wi-Fi. [silence] beautiful [silence] oh [silence] i see [silence] [silence]
05:00
Speaker 1
You would like to, you'd like to go there? Customize it? Is that what you're saying? Okay. So it's the, it's under my name, it's under art, it's under my name. So, okay, that's the one that's connected now. It's not, it's not the one that says available via link, sis. It's the one that I usually use. [silence] No, no, I've never, I've never, I've never.
07:00
Speaker 2
canyely um can you connect on the network that you customized or the network you created? um I'm going I'm no connect to the um wi-Fi. uh which uh which is your network dave. All right so kindly select that network. I see got it. And that's um the linkage name you created when you customize or change your wi-Fi name when you set it up before. Is that correct? [ silent ]
07:00
Speaker 1
I've never called it that way. So I've got two options. One is to connect, and I don't know how to explain this other than to tell you that the current network I'm on right now is the one that I've always been on. It's just under my name. It's Arch. And then the second one that's available, I have several other ones. I can connect directly to Starlink because it's right here. The router's right here. Or I can connect to Arch again, but underneath it, it says available via Linksys. I don't know what that means. I don't understand that. Okay? Okay.
08:00
Speaker 2
m.
08:00
Speaker 1
Okay, I've got it open. So let's do a speed test. I take it it's 180 megabytes per second. Right. DBPS, yep, that's correct. Right, well, I was doing the speed test on your system on the Linqsis app and last night we were trying to stream a Movie and it was buffering. [silence]
09:00
Speaker 2
Mm-hmm. So you're getting 180 Mbps. All right. So that's the great connection that you have. You're getting 180 compared to when you do a speed test before, right? Mm-hmm.
09:00
Speaker 1
Like a thousand times a buffer through a two hour movie. It was driving us nuts. It was just constantly stopping, buffering, stopping, buffering. And so I was so frustrated. I I I I then get I I then went to your your app and I did a speed test and I realized, wow, yeah, it's it's a problem. Now, I'm doing the the test on my computer now. And it's far less. I'm not even at 50. It may have a VPN. I'm not sure if I've got that hooked up right now. I can try to see if it is. Yeah, speed on my computer's 45.
10:00
Speaker 2
all right this is your computer sir does it have any VPN or anything
10:00
Speaker 1
I don't have a VPN connected right now. I'm just going to double check it. Yep, it is Wi-Fi. [silence] I'm just going to double check it.
11:00
Speaker 2
So, the VPN is up. All right. And your computer is connected to the our Wi-Fi. All right. All right. So your computer, sir, is it a Mac or a window?
11:00
Speaker 1
Windows. Network. Network. Sharing Center. [silence] Okay. [silence] Okay. All right. I'm there.
12:00
Speaker 2
A windows Windows. All right. Can we go to the control control panel, please? All right, so can we go to network? Our network and Sharing Center? Or what are the options you see? Yes, select that one network and internet. Then next is Network & Sharing Center. Yes. All right, and then one moment here. Can you see the change adapter settings?
12:00
Speaker 1
[silence]
13:00
Speaker 2
All right, go to the Wi-Fi. Can you see Wi-Fi? All right. And then on the Wi-Fi, select the Arthur and check status. I mean select the art, Wi-Fi and check status. OK. Yes. Can you right click the mouse and see if you can find the status? All right.
13:00
Speaker 1
The link speed. [silence] I don't see a link speed. [silence] I see a speed: 86.7 Mb [silence] be up MVP. Yeah, 86. [silence] Okay. [silence]
14:00
Speaker 2
[silence]
14:00
Speaker 1
Mixed. [silence] Sure. No problem. Okay.
15:00
Speaker 2
Hello, sir. Thank you so much for patiently waiting on the line. All right and yes, upon checking here, sir, we already checked the speed of your computer with regards to that. This wireless adapter said [silence]
18:00
Speaker 1
my my adapter, right? right. Right. So, all right, I'm looking at my nodes in terms of where they're at, and I have six of them, as I mentioned. And I believe, let's see here,
19:00
Speaker 2
86.7 MB PS. So when you do a speed test, it will not go be you on but speed. That's why you're only getting 54 MB PS. Then you do it on your computer. So there might be something wrong with the governor of your computer. With regards to that. Wireless adapter. Yes, wireless adapter. it's attached to your computer. But on your phone, you're getting the 170 MB PS when you do the speed test earlier. Correct? mm-hmm.
19:00
Speaker 1
here. Now one is very weak. The other four five are okay. One's very strong. But there's one that's very weak. I know. I know that's a little further out. Is there other than moving it, is there anything I can do to improve that particular modem or that node? Oh, it's less than that. It's probably less than less than 20 feet away right now.
20:00
Speaker 2
The only option, sir, is move it closer, like about 30 to 40 feet away from the next node. [silence] Less than 20 feet away. What you need to do, sir, is you do the sequenced reboot with your nodes. You may unplug all the nodes from the power source and then plug in first the main node.
20:00
Speaker 1
Yeah, I've done that. Yeah, I've done that with you before to try to reset it because I've had problems in the past with it. Uh, now this is an older system, I take it, right? I mean, I bought it probably five, six years ago now. And are the newer ones better in terms of being able to um stay connected and be stronger? Yeah,
21:00
Speaker 2
[silence] Right and wait for it to boot up. [silence] Then plug in the second one or the first one to the main and so on and so forth. [silence] [silence] Yes sir. [silence] And with regards to the one router, yes, since this router that you have don't have any recent or new firmware updates. There might be connectivity issue in the future. [silence] And yes, for these latest router. Then yes, there is a strong signal on that one.
21:00
Speaker 1
Right, which one would you suggest? I'm the ones that you are, the ones that you have. That would Okay, I'm on your website. So I don't know if they're listed there. All right. All right, give me one second. products. Okay, here we go. M what is it? Sorry. M So the models I have here are the Micro 7, Pro 7, Pro 6E and Micro 6E. Let's see, okay.
22:00
Speaker 2
I could suggest you two model numbers, the latest models which is uh... try to search for mx6200 and VELPRO 6E.
22:00
Speaker 1
Yeah, I see it here. Now, what is that? That's not right. Sorry, I got the wrong thing up here. Hold on one second. Okay, so now I have six of them because my house is a bungalow, so it's a long, long house. And I have a long basement, so I got, I have three of them on the main floor and three of them on the lower floor. So, is that would I still have to do that with these better or newer link systems, or would I be able to get away with three? Yeah, I see that. So and in the one that I [ silence ]
23:00
Speaker 2
Each node for this newer system can cover up to 3,000 square feet.
23:00
Speaker 1
I have the current one I have right now. It, I believe was going to cover... not telling me very clearly on the box. I have the box in front of me. full speed Wi-Fi for up to 6,000 square feet. So that's three of them. So that would be roughly 2,000 square feet per node. I guess. Yeah, 2,000 per note. So this one's 3,000 per node. Obviously. So in in terms of of 2,000 square feet per node, I'm not even, I mean, my house is on the main level. It's the first level, it's about 1,800 square feet and I have to have three of them. To cover the cover the the space. And I have three downstairs with, uh,. So technically, I'm getting I'm getting 3,000. So I was getting 2,000 with three nodes, not 2,000 each. So if I add these this the pro 6 E, for example, then I can I can make that. What would you suggest? I make that one, the the one that I plug the router network. Okay, so I make that one the main one. and then everything else can be just a a node, right?
24:00
Speaker 2
mm-hmm. yes. yes. and also, sir, um, you can make this, if you purchase a new node or this, um, the Bell Pro, uh, Micro 6E, you can make this smart node, the WHW that you have, as a child note so that it will extend more of your network. main note. Yes, it should be the parent node. The child node. [ silence ]
25:00
Speaker 1
So I could add that to it. Okay. All right. Yeah. I'm just looking at it here right now. So, so, okay. Yeah. All right. Well, so I have to check my computer. Now, what about my ? I have a media box that we stream through and I have that particular media box wired to one of the child nodes and I'm still getting terrible speeds there because it's buffering like crazy. Is there any option there that I can do? It's it's it's wired right now. I I've tried to do wireless. It's uh it's acting up on me right now. The box is acting up on me. So the wired is all I could do. [silence]
26:00
Speaker 2
Mhm. Can you do a wireless on that media box or it's just capable for wire connection.
26:00
Speaker 1
Well the options. So it's not... when I go to put in the password for my Wi-Fi, there's no place for me to connect it. I'll put the password in, but there's no place for me to connect it for some reason. So it's just I think it's a glitch in the in the Wi-Fi connection setting. So I've wired it and it's connected through the ethernet. It tells me that it's it's recognized it. I'm getting I'm getting streams. Uh last night was very frustrating. It's probably been the worst for a long time. But normally I get a pretty good stream. I'll get buffering several times through a movie. But last night was just felt like it's two way too many. Right.
27:00
Speaker 2
so the box kept acting up. Uh what do you mean by acting up? What? All right so it's just last night that it gets
27:00
Speaker 1
well for me it doesn't feel like it's getting the signal because it's not getting the uh the signal from the node for some reason it's not getting it's not giving it's not getting a strong enough signal from the node but typically when you're you're wired isn't that a stronger signal than Wi-Fi? Right? it's but it's but it's but it's but it's but it's but but it's but it's but Yep, that one is pretty good. That one is uh it's it's almost it's almost all the bars set to full. So we'll say no. Signal strength is minus 56 DBM.
28:00
Speaker 2
um, if it's Bart, then there should be a strong signal. What's the signal strength of this child node that you wired this back. Is it positive or negative? Okay.
28:00
Speaker 1
It was roughly the same. Yep. It didn't, I looked at everything last night, pretty much the same, yep. It doesn't change very much. I shut it down, reset it last night. I shut my router down, I shut the the nodes down and then I reset everything and came back on. It wasn't any better. [silence] Correct. [silence] Correct.
29:00
Speaker 2
Yeah, that's a good good signal. How about when you observe it last night, what's the signal spread? Did you have your check? All right, still the same? get it. uh huh. And this child node is connected wirelessly to the other node. It's only the box is wired directly to the node, all right? Okay, one moment here.
29:00
Speaker 1
Okay. All right. Like from scratch again, like reset it. Turn them all off. Yeah, turn them all off. [ silence ] Okay. All right. Like from scratch again, like reset it. Turn them all off. Yeah, turn them all off.
30:00
Speaker 2
Right. Here's the thing, sir. Kindly observe the connection again for within 24 hours, um, today, starting today. And then, if this, um, occurs again, or the connection drops out or the speed getting slow. Um, check the link speed and then contact us back after 24 hours. Because if this happens again, then the option that we can do is we can try to reset your system and then set it up again. Yes. Yes, sir. So that we could check. Um,
30:00
Speaker 1
With power off and then turn them on one by one Is that what you mean by reset? Yeah, yeah, we've done that before. Yeah, okay. Yeah, that's that's a good, good. That's a good hour and a half call for sure. That's with six nodes it's a long time. Yeah. Okay. Right. Right. Okay. All right. Well I appreciate your help today. Thank you for looking into that. I'll have to look at my computer and see what uh, is called a network adapter. Is that what I'm looking at?
31:00
Speaker 2
and then not turn off your uh by reset it means that will go it will go back to its default settings or to the factory settings like you need to press and hold the reset button and then do it from scratch again mmhmm so just observe the connection yes it will take that but if you use the same Wi-Fi name and password then maybe your device will automatically plug in or connect [silence] your wireless adapter. Yeah. The speed is capable for 86 and BTS only. Hmm. All right. You're welcome, sir. So just observe the connection and come back slack, all right? You're welcome. Have a good one. Bye for now. [silence]
31:00