V2 Rubric Detail — b109ec96-7b17-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-08 21:55
Duration
7m 8s
Contact
Tariq Shikh
Issue Type
Internet/WAN Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#LTS00136269
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall25.7% (-26.3)

V2 Grader Summary

The agent correctly identified a potential cabling issue by reviewing the router's port status table, which is a valid technical approach per KB guidance. However, the interaction failed significantly in communication, empathy, and ownership, ending without a confirmed resolution or a clear follow-up plan.

V1 Case Analysis

Customer reports WAN port stuck at 10/100 Mbps. Agent reviewed firmware and port status tables, then recommended replacing the Ethernet cable between modem and parent node.

Troubleshooting Steps
  • Checked firmware version
  • Reviewed port status tables for link speed
  • Asked about Ethernet cable length
  • Suggested replacing the Ethernet cable between modem and parent node
Key Observations
  • Agent did not collect product model or serial number.
  • Call contained many silences and fragmented instructions, reducing clarity.
  • No direct modem speed test was performed to isolate ISP vs. router issue.
  • Agent did not verify whether the suggested cable replacement resolved the problem.
Positive Highlights
  • Identified that the WAN link was operating at 10/100 Mbps.
  • Requested and recorded the firmware version.
  • Suggested a practical hardware fix (replace Ethernet cable).
Agent Errors / Gaps
  • Failed to obtain essential device details (model/serial).
  • Did not confirm resolution after recommending cable replacement.
  • Lack of clear call control; excessive pauses and unclear phrasing.
  • Skipped a basic ISP-modem direct test step.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirms resolution; ends with only a suggestion to replace the cable without verifying outcome.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent checks firmware version and port speeds, but skips foundational steps like testing at the modem or confirming WAN status; troubleshooting is partial.
R3 Partially Met Correct resolution path conf 80%
Agent attempts a hardware fix (cable replacement) without determining product status or exploring configuration issues, but does not dismiss OOW customer.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identifies port speed mismatch symptom and firmware version, but diagnostic path is disorganized and lacks root cause confirmation.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent uses customer-reported dashboard data (port tables) to identify a link speed issue, which aligns with the diagnostic intent of universal_isp_speed_tiers.md and universal_isp_modem_diagnostics.md; however, no remote session or direct modem test was performed.
T3 Met No misinformation conf 95%
The recommendation to replace the Ethernet cable between the modem and parent node when port speeds are not matching the expected 1 Gbps is supported by universal_isp_modem_diagnostics.md and universal_isp_speed_tiers.md.
Communication
C1 Not Met Clear & professional language conf 90%
Agent jumps between topics ('go to priority', then 'go to troubleshooting'), has long silences, and fails to maintain control or structure.
C2 Not Met Confirmed understanding conf 90%
Agent uses unexplained technical terms ('X mark under 10 over 100 Mbps', 'report button') without checking understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent gives no commitment to follow up or own the case; interaction ends with customer performing task alone.
O2 Not Met Proactive follow-through conf 95%
No timeline or ownership assigned for next step; only vague instruction to 'replace the cable'.
O3 Not Applicable Closure confirmation conf 100%
No prior contact evident; no history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none clearly warranted at this stage of troubleshooting.
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 95%
Agent offers no acknowledgment of customer frustration ('disconnected again') or empathy statement.
X2 Not Met Tone & rapport conf 90%
Agent maintains rigid, technical pace despite customer confusion and repeated disconnections.
X3 Not Met Overall experience conf 90%
Customer repeats location of modem/parent node and is asked to locate cables unnecessarily.
Call Transcript14 turns · 14 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. Closer. No, no problem. So are you logged into the interface? Awesome. The first right box there Network Status, does it show that it's connected to the internet? Okay. Uh let's go to priority. That's on the left side.
00:00
Speaker 2
Thank you for calling back. Sorry, I got disconnected again. Sorry about that. So, yes sir, I am. Yes, it does. OK. Well, OK.
00:00
Speaker 1
yeah route are not found okay all right let's go to priority is it enabled
01:00
Speaker 2
Hello, retry route or not found. Z was not found is doing now. Oh, Somehow it went on an airplane mode, I don't know why. retry. And second, it's connecting to internet again, my computer. Okay, okay, it's connected. Uh, where do you want me to go, sir? Okay. So I think
01:00
Speaker 1
[DOWNWEIGHT] Okay, it's off, okay. Uh, no. that's okay. Let's go instead to, or go, go out of this. UU, R name. Uh, you can click, okay, at the bottom, then go to troubleshooting. That's on the, uh, troubleshooting is on the very left. Okay. and, and, all right. Then there's a tab that says status. And uh, below status, there's a pretty small report button. So, click on report. Yeah, then below with, there's report. Yeah, click on. Uh,
02:00
Speaker 2
Should I turn it on? [ silence] All right. [ silence] I got the trouble. [ silence] All right. Uh status, I see the status. [ silence] And [ silence] report. [ silence] Okay, so it's a report. [ silence]
02:00
Speaker 1
Alright, then what is the firmware version? 202 1 6 8 9 2. Okay, let's scroll down to the very bottom, then you should see two tables for the ports. [silence]
03:00
Speaker 2
Click on report Yes, okay so, firmware version is two point one dot two zero two one six eight nine two Okay [silence] yes it says ports
03:00
Speaker 1
So when you on the internet, where is the X mark under 10 over 100 Mbps. Okay. The modem and then the parent node. How far are they from each other?
04:00
Speaker 2
Ports. One table says internet 10 by 100 Mbps One GBPS. Then the second table said One and 10 over 100 Mbps and One GBPS. One says internet, one says number One. [silence] Under 10 over 100 Mbps they are on the same desk. [silence] Underneath is the is connected by wire and it is connected by wire.
04:00
Speaker 1
same desk. Okay. Okay. And then, but how long is the cable that you're using to connect them? Uh-huh. Okay. Supposedly, uh, we should see a, we should see the X mark under one gig on the table for the internet. Yeah, so do you have an extra cable? Like, let's replace Yeah, replace the cable connecting the modem and the parent node. Yeah, replace that. [silence]
05:00
Speaker 2
Yeah. It's the same desk. Yeah. It's maybe like uh, three feet, four feet. There's no X mark there. Where the one? I have like, yes, yes. Do excuse that. Okay.
05:00
Speaker 1
And then make sure that you plug the cable to the same port that's being used right now. [silence]
06:00
Speaker 2
Okay 1st. Okay, yeah. Okay. Soe. U . . [silence]I have to look for the cable. [silence]
06:00