V2 Rubric Detail — b33ceb2e-7c72-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 15:19
Duration
28m 22s
Contact
Nag Ravichandran
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00136697
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow internet connection
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp0.00/5
Overall64.7% (+8.7)

V2 Grader Summary

The agent performed solid technical troubleshooting, identified a 10/100 WAN limitation, and advised swapping to a gigabit-rated cable. However, the customer remained at ~93 Mbps, no definitive fix was achieved, empathy and clear next-step timelines were lacking, and the call ended without resolution.

V1 Case Analysis

Customer sees ~90 Mbps on MX2000 mesh despite 1 Gbps ISP. Identified WAN port limited to 10/100 Mbps likely due to non-gigabit cable. Advised replacing with Cat-5e/6. Customer lacks spare cable. No retest performed.

Troubleshooting Steps
  • Asked customer to test speed directly on the modem (customer reported 93 Mbps, likely misheard or misreported; agent did not clarify or retest).
  • Guided customer to access router web UI (myrouter.local).
  • Checked WAN port status in router diagnostics (found 10/100 Mbps).
  • Suggested disabling IPv6 (irrelevant to wired speed issue).
  • Recommended replacing Ethernet cable with Cat-5e/6.
Key Observations
  • Agent misidentified the product as WHW03 [02:00–04:00] despite customer clearly stating MX2000 [00:00], leading to confusion and incorrect support assumptions.
  • Suggested disabling IPv6 [14:00], which is unrelated to wired Ethernet speed negotiation and not supported by any KB article.
  • Failed to confirm a valid direct-to-modem speed test; customer reported 93 Mbps, which contradicts their 1 Gbps plan, but agent did not question or retest.
  • Correctly identified the 10/100 Mbps WAN port as the bottleneck [21:00], which aligns with universal_speed_performance.md and universal_speed_below_plan.md guidance on checking wired speeds through the router.
  • Customer lacks a replacement gigabit cable, leaving the fix unverifiable.
Positive Highlights
  • Correctly guided the customer to access the router UI via http://myrouter.local [09:00], which is the correct local address for Velop systems.
  • Successfully directed the customer to check the WAN port status under Troubleshooting > Status Report [19:00–21:00], identifying the 10/100 Mbps limitation, which is a key diagnostic step per universal_speed_performance.md.
  • Accurately diagnosed that a non-gigabit Ethernet cable between the modem and router is the likely cause of the speed bottleneck [21:00], consistent with KB guidance on wired speed issues.
Agent Errors / Gaps
  • Incorrectly referred to the device as WHW03 instead of MX2000 [02:00–04:00], despite customer stating MX2000 at the start of the call.
  • Suggested disabling IPv6 [14:00], which has no impact on Ethernet physical layer speed negotiation and is not a recommended step in any speed troubleshooting KB.
  • Did not verify the direct-to-modem speed test result; customer reported only 93 Mbps, which suggests either a test error or ISP issue, but agent proceeded without clarification.
  • Failed to ensure the customer had a suitable replacement cable before ending the call, leaving the resolution path incomplete.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer reported still getting ~93 Mbps after all steps and no resolution was achieved.
R2 Met Diagnostic thoroughness conf 94%
Agent guided customer through speed-test instructions, router UI access, password reset, IPv6 disable, port-status check and identified a 10/100 WAN limitation.
R3 Met Correct resolution path conf 93%
Agent correctly concluded that the likely cause is a non-gigabit Ethernet cable and advised swapping it, which is the appropriate path for this symptom.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent asked about cable type, requested a direct-modem speed test, inspected port status, and isolated the bottleneck to the WAN link.
T2 Met Appropriate tools / resources used conf 92%
Use of the router’s web UI (192.168.1.1 / myrouter.local) and port-status screen was appropriate for diagnosing the speed limitation.
T3 Met No misinformation conf 96%
All technical advice (disable IPv6, check 10/100 vs 1 Gbps, use Cat-5e/6 cable) aligns with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent attempted to steer the call but there were many silences, repeated clarification requests, and no clear overall call roadmap.
C2 Partially Met Confirmed understanding conf 87%
Agent used technical terms (IPv6, port status) without fully confirming the customer’s understanding; some jargon remained.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and took responsibility for troubleshooting the speed issue.
O2 Partially Met Proactive follow-through conf 86%
Agent gave a next step (swap the WAN cable) but did not set a concrete timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a cable-type 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%
Agent never acknowledged the customer’s frustration or apologized for the slow speeds; no empathy statements were made.
X2 Not Met Tone & rapport conf 88%
Agent maintained a technical, scripted tone and did not adapt to the customer’s evident confusion and language difficulty.
X3 Not Met Overall experience conf 90%
Customer had to repeat information (password, cable type) and perform multiple manual steps that could have been handled by the agent (e.g., remote session).
Call Transcript44 turns · 49 lines
Speaker 1
Hey, good morning. My name is now Gravy Shondan. I have the MX 2000 mesh system. I've been using for a couple of years. Um, but I'm using Xfinity as the internet provider. I'm having a significant uh decline in the speed. Uh, Xfinity is providing us on close to 1 GB.
00:00
Speaker 2
Welcome to link six support. To ensure quality service, your call may be monitored. Certain products will be supported, while and 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.linksix.com for more information about your product. [silence] Thank you for calling Lynx sys. This is me. How can I help? [silence]
00:00
Speaker 1
around 940m b but on our linksys I'm getting only 90 110 and this has been happening only for the last couple of months. I tried to problems. All right. Yes, ma'am. Just around 80 to 90 can be. Yes. Yes, ma'am. Yes. When I used to get the same speed with the linksys. It's been suddenly for the last couple of months.
01:00
Speaker 2
Okay. Have you checked the cables? There are Ethernet cables that are only limited to 100. Correct me if I'm wrong. From the modem, you're getting 940, but on Linksys, it's just 110. [silence] that's really slow then. [silence] yeah. You already checked the cable, if it's cat 5e or cat 6. [silence] okay. And are you using... [ silence ] Mhm. So, you mean to say you have a wired computer.
01:00
Speaker 1
Yes. See another word. You mean the recovery key? Thank god. 2, I think J1 0C 669 757171.
02:00
Speaker 2
Do you have one? Okay, can I have first a serial number of your main node? It's on the sticker underneath. Serial number. This is WHW03. You mean to say
02:00
Speaker 1
Yeah, all of them are the same same nodes. J-A-X-D-R-Nar, at Yahoo. com. Oh no, no, no J-A-X D S David, RS Robert, EN Nancy Robert at Yahoo dot com. My name is Nag Nag. and 여기에
03:00
Speaker 2
I see. So you're calling for this uh Wi-Fi 5 uh mesh router which is the WH K, WHW03. What's your email a .tuck? So what I have here is J for Jack, A for Alpha, X for X-ray. boy Romeo Nancy or Romeo @yahoo.com. Okay. Thank you and what's your first name and last name. [silence]
03:00
Speaker 1
Classname Prabeshandran R-A-V-I C-H-A-N-D-R-A-N Xfinity. Yes. Yeah, actually my desktop is connected to the Comcast computer.
04:00
Speaker 2
okay, and who's your ISP? okay, I need your comcast. uh, this wbw03 is almost at the end of support but right now it can still be supported. and since your problem is all about speed, we need to test first the modem's speed right now by bypassing Linksys and connecting your computer directly to the modem. can you do that? you can totally bypass Linksys and do speed test from the modem so that we will have comparison right now once we fix the Linksys node.
04:00
Speaker 1
I have total one, two, three, four, four nor plus another uh two more woosters. Currently I'm not sure whether it's
05:00
Speaker 2
Good, run a speed test, access speedtest.net. [silence] You have their three nodes in total. Okay. yeah, the upload and download.
05:00
Speaker 1
connected directly for the. Because from the router, it goes to like a small splitter and that's what it's going to the Linksys. From the Xfinity router, it goes to the Linksys and that's how it's being wired. That's correct. Testing. Yeah, I mean, these players are quite complicated. So I don't want to
06:00
Speaker 2
mh-hm so not really from comcast directly to your computer uh-huh your comcast modem does it have more than one port
06:00
Speaker 1
Yeah Yeah Actually, from the modem it's straight going to the Lincus. Yes ma'am. It, it shows 993. Mb. No, just only 93. Yes. OK. 192.168.1.1... it's, from, going, through, do, I, need, to, put, w.w.w, or, something, with, that? [silence] it's, not, even, going, through,
07:00
Speaker 2
one nine too that one six eight that one that one no need just one nine two that one six eight that one that one
08:00
Speaker 1
is failed to open the page at all. Okay. It shows us support linksys.com [ silence ] quit yeah second row [ silence ] up
09:00
Speaker 2
Okay. Try instead myrouter.local. Myrouter.local. Make sure that's on the address bar.
09:00
Speaker 1
Yes, man. Okay, I got it. Yeah, I got my sorry, I got my router. dot local. No, it shows access welcome page password. check. and
10:00
Speaker 2
that's our website that's not your linksys your this computer is really wired right now to the link sys main node okay now is this a windows computer okay is it asking you to download the app okay can you remember your router password
10:00
Speaker 1
Let's see. Whatever I have. Yours. Is the router password is the same as the Linksys account? okay oh okay okay yeah I don't remember I so I'm going to press reset okay so it's asking me to enter recovery key enter the recovery key from any of your notes to unlock admin password reset.
11:00
Speaker 2
No, different. If you can't remember it, there's the reset option below.
11:00
Speaker 1
Okay, I got it. Yes, ma'am. Yeah. Yep. It's off. Okay.
12:00
Speaker 2
[silence]All right. You can now what's your i hum when you type um you can see right there linksys smart wifi tool.h. Am I right? That's good. Now go to media prioritization tab or priority. That's on the upper left. And is it off or on? Okay good. That should be off. You can hit okay now. And then go to WiFi setup.
13:00
Speaker 1
okay okay V six okay yeah I got it hello yeah it is shows automatic enabled [silence] it [silence]
14:00
Speaker 2
Yeah. So under Network, then IPv6. Uncheck the box saying Enable, and then hit Apply after.
14:00
Speaker 1
Now, press apply. [silence] should I press apply? [silence] okay. [silence] so connection type automatic. [silence] and it says enabled. [silence] and then click okay. [silence] okay. [silence] Alright. [silence] I'm back to the main screen. [silence]
15:00
Speaker 2
A uh. it should be topped at least
15:00
Speaker 1
Do you want me to uncheck the enabled one? Hello? Do you want me to uncheck the enabled?
16:00
Speaker 2
Once you uncheck so apply. Okay. Cree. condition apply. Uh-huh. Yes and
16:00
Speaker 1
So, I just want to clarify. So I'm the, it says automatic and it's checked right now enabled. Do you want me to uncheck those? Hello? Hello? So did you hear my question? Yes. So should I uncheck it? It's disabled now. Okay. Okay. Okay. All right, because I didn't hear you so I'm not. Okay, now it's disabled. Okay.
17:00
Speaker 2
Let's find out. [silence] Yeah, you're asking to disable the IPv6, right? [silence] Yeah, I said yes. [silence] Just uncheck and hit apply. [silence] Okay. [silence] Just click on regular connect and open a new tab and access again speedtest.net.
17:00
Speaker 1
Okay, I'm actually getting the same speed, same 93 MPH. Okay. Okay. Okay. Oh. I didn't understand the question. So, I'm on the troubleshooting screen. I'm on the status, is the first screen, seeing all the devices. And what is the next step I need to do?
18:00
Speaker 2
You, will see there the port status. Is it under 1 g b PS the checkmark or is it only under 10 slash 100? You need to check the port status. So under troubleshooting status report. There's actually on the very bottom part if you'll go to that, there is a port status checkbox. scroll down. you will see there the port status. 2g, 2g. comments. so there's 10/100 there. okay. so they're both under one gbps.
19:00
Speaker 1
there's one box, it shows that the internet there, the X mark is under 10 slash 100. and that's the next box, which has X under the 1GBPS.
21:00
Speaker 2
Speaker 1 - I'm not quite sure Speaker 2 - that explains why your speed is just limited to 100 even though the cord that you're using from your laptop to linksys is a gigabit one. However, the one that connects the modem and the linksys is only limited to 10/100. That's why you're not getting the gigabit. Can you check now if the cord that connects the modem and the linksys router is already a cat6 cable or cat 5e or much higher.
21:00
Speaker 1
playing. So I disconnect the player. I just to see whether I have any other layers.
22:00
Speaker 2
you can try to swap instead from modem to linksys, the one that was detected there as 1g BPS. [silence]
22:00
Speaker 1
[KEEP_UNCERTAIN] to use a pat 5e in the bowl, is it okay? What's the original cable which came with the... So I have the original Linksys cable. So that should be, it doesn't have a label or a speed. Will it be more than five?
23:00
Speaker 2
yeah as long as it's cat-5e Cat 5 only is not good but cat-5e Cat 6 cables those are can detect a gigabit [silence]
23:00
Speaker 1
[KEEP_UNCERTAIN] I have the original cable with the Linksys, which came with this your mesh, and it doesn't mention whether it's a 5E or not. It's a flat style. I think that that wire might be the problem.
24:00
Speaker 2
What, uh, can you sit, uh, one more time? [silence] Mhm. [silence] Can you like swap it? [silence] Or only the technician can do it? [silence] yes, make sure the one that bridge the modem and links is should be a gigabit one.
24:00
Speaker 1
And can't go and see the other. [silence] I don't have any other for it. It says that the only wire has the the links is gone. So if I remove that wire then it's going to disconnect everything. Yeah, I don't have any other wire to replace this except for the original, the one, the RG59. Is that a cat 5? Do you know?
26:00
Speaker 2
Okay, once you got it swapped see the difference you can run a speed test via Wi-Fi.
28:00