V2 Rubric Detail — b55e8db4-69cf-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-16 22:07
Duration
8m 52s
Contact
joe dorman
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ 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

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.2/5

V2 Rubric Scores

Resolution3.12/5
Technical2.50/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp3.21/5
Overall64.9% (+0.9)

V2 Grader Summary

The agent provided a technically reasonable explanation consistent with KB guidance, correctly framing Wi-Fi speed variability as the likely cause. While full diagnostics were limited by the customer’s lack of Ethernet port, the agent adapted by using fast.com and delivered a satisfactory outcome. Most indicators were at least partially met, with no critical failures, resulting in a partial resolution.

V1 Case Analysis

Customer reports Wi-Fi speed ~189 Mbps vs ISP advertised 500 Mbps on MX5500. Agent explained Wi-Fi speed reduction, recommended fast.com/speedtest.net, but omitted modem-direct test per KB.

Troubleshooting Steps
  • Identified router model (MX5500)
  • Suggested using fast.com or speedtest.net for speed testing
  • Explained expected Wi-Fi speed relative to wired speed
Key Observations
  • Agent omitted Step 1 from universal_isp_modem_diagnostics.md (modem-direct test) to isolate ISP issues, violating protocol and accuracy requirements.
  • Agent suggested hardwiring to modem without confirming customer's laptop Ethernet capability, contradicting KB guidance on verifying prerequisites.
  • Agent repeated generic warranty script despite no warranty-related issue being present, creating unnecessary friction.
  • Core technical explanation about Wi-Fi speed reduction vs wired speeds was accurate per universal_speed_performance.md.
  • Customer accepted the explanation and ended the call positively despite incomplete troubleshooting.
Positive Highlights
  • Correctly identified router model MX5500 from account records.
  • Provided accurate general explanation that Wi-Fi speeds are typically lower than ISP advertised wired speeds.
  • Recommended appropriate speed test websites (fast.com, speedtest.net) for performance measurement.
Agent Errors / Gaps
  • Failed to follow ISP/Modem direct-test step from universal_isp_modem_diagnostics.md to isolate the issue (protocol and accuracy miss).
  • Suggested hardwiring to modem without first confirming the customer's laptop has an Ethernet port, despite customer indicating lack of port.
  • Repeated warranty eligibility script multiple times without confirming relevance or existing case details.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 85%
Agent explained that Wi-Fi speeds are typically lower than ISP-advertised speeds due to wireless fluctuation, which aligns with KB guidance on speed expectations; however, no direct test at the modem was performed or guided, so full resolution was not confirmed.
R2 Partially Met Diagnostic thoroughness conf 80%
Agent directed customer to run a speed test on fast.com, which is a valid first step per KB; while full Step 1 (test at modem via Ethernet) wasn't completed due to lack of port, agent acknowledged the limitation and adapted the approach within constraints.
R3 Met Correct resolution path conf 90%
Agent correctly identified the core issue — wireless vs. wired speed differences — and provided context-appropriate guidance based on the customer’s setup (Wi-Fi connection), consistent with KB expectations for performance troubleshooting.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified the symptom (lower-than-expected speed) and asked about model and test method; though no full root-cause analysis occurred, the explanation of Wi-Fi variability as a factor is logically sound and KB-aligned.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent used fast.com — a recommended tool per KB — to assess speed; while remote access or router UI check wasn’t possible, the agent used the best available method given customer constraints (no Ethernet port).
T3 Partially Met No misinformation conf 85%
Agent correctly stated that Wi-Fi speeds fluctuate and are generally lower than wired speeds, per KB; minor inconsistencies in speed numbers (210 vs 290) were likely conversational slips, not material inaccuracies.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call flow but had multiple silences and minor confusion on model number; still managed to keep interaction moving toward a conclusion.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated key instructions clearly, and adapted to customer’s pace and technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and stayed engaged until customer expressed satisfaction.
O2 Partially Met Proactive follow-through conf 70%
Agent did not formally state next steps, but the interaction concluded with customer understanding and closure; customer declared issue resolved.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within scope of L1 support and resolved to customer satisfaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 75%
Agent was polite and professional, though did not explicitly acknowledge frustration; customer ended call positively, indicating acceptable experience.
X2 Met Tone & rapport conf 85%
Agent matched customer’s conversational pace, responded promptly, and confirmed understanding through confirmation loops (e.g., 'correct', 'yes').
X3 Partially Met Overall experience conf 75%
Customer repeated model number and Ethernet limitation, but agent worked within those constraints without unnecessary steps; effort was minimized given hardware limitations.
Call Transcript16 turns · 17 lines
Speaker 1
Say again. I didn't hear the last part.
00:00
Speaker 2
Thank you for calling Linksys support. My name is Gerald Lugano. [silence] Welcome to Linksys support. To ensure quality service, your call may be monitored. For warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.links system.com. Please have your device serial number ready. [silence] For out of warranty products, paid support may be available depending on your issue. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. My name is Gerald Lugano.
00:00
Speaker 1
I get a, I'm using Spectrum and then I run it into the Linksys router. And Spectrum's saying I have, uh like 500 megabits download and I don't believe it. And then when I run speed test here, uh, it says I'm at 189, which isn't bad. But I wonder which one of them is not producing the strength or which one of them is not telling me the truth. I think I ran into this before, and there's a speed test, or you can conduct a speed test of, of, of of just the router itself. Is that right? [silence] Can you run a speed test on this router? How do I go about that? Yeah. I got the two one four four yeah two one four four five five one nine one I am you got your director let me just second I'm looking at the body.
01:00
Speaker 2
Sorry, Rome. One more time? [silence] Yes, you can. How about you go to fast.com or speedtest.net? [silence] But do you also want to go to the settings of the router? I think it will only route you to fast.com. [silence] Let me check your router here. [silence] Based on your phone number, you have an account under right. [silence] Are you Joe Dormen? [silence] Got it. Model number of the router, MX 5,500. Right.
02:00
Speaker 1
but right now, I think that let's see, name is the, where did, I see the mag number, there's a browser key, let's see, where's model when we listed on the, let's see, oh, yeah, I got it, what did you say, M XS 6,500, oh, it's 55, that was very hard for me to read, it's small, okay, yes, yes, yes, sir.
03:00
Speaker 2
right it's okay I got the model number right here based you have a record so I can see the read on their model MX5 and X500 so your problem is that that speed right you want to check the speed if we if we're going to do the I mean if we're going we're going to check the true speed of your router
03:00
Speaker 1
I think I've looked a while ago and I'm running this off my laptop and I don't think I have a ethernet cable port for that. I'm pretty sure I don't. Yeah, I was going to do that. Just plug in the ethernet cable to my laptop and I went to look for it and couldn't find it. I don't think I'm going to look one more time. Yes. Hold on. Wait again.
04:00
Speaker 2
[silence]Okay, a router connection or modem, the internet source. We need a cable that can be hardwired directly to your computer or router. Is that possible?[silence]You don't have to network 2. Use a router, okay. Okay, it sure doesn't have one. Okay.
04:00
Speaker 1
I'm sorry I'm moving around, I didn't hear you. Yeah hold on. just hang on.On. Yes sir. That speaker breaks it out. I wanted to check once for sure to see that that I don't have an ethernet port on this little computer. It's a Lenovo and I don't think it does. No. Say it again, what.com? [silence]
05:00
Speaker 2
You're breaking up. What do you say? Okay. All right. All right, that's fine. We'll figure something else. Go to your... Go back to your laptop and then go to Pass.com. That's a website. Pass.com, like F-A-S-T-
05:00
Speaker 1
Okay, I got you. Hold on, I'm walking around my desk. Okay, let me go to fast.com. and it says speed test under when I put that in there and it's got some selections. Should I just click on speed test? All right, let's see what it comes up there we go. All right, now it says internet speed test fast.com and there's speed test by oakla but I want I want the internet speed test by fast.com, don't I? I presume I do, cause I've got there you go.
06:00
Speaker 2
speed test yes
06:00
Speaker 1
I clicked it and it's huh? it says $2.90, that's what I'm supposed to know. I'm supposed to have up to $500 off of spectrum yeah okay yes. Yeah, I know you, it's not always consistent, I'm supposed to get 500 but that's probably due to when there's no traffic on it and all that
07:00
Speaker 2
[silence]. What they're saying is that you have 500 Mbps then it might be correct because you're getting 210 Mbps your computer wirelessly. expected to get uh, I mean the expected speed is half of the speed that you're paying or subscription speed. That's why I found out you're getting 290 that's the correct speed for Wi-Fi. It's not big, it go up up and down.
07:00
Speaker 1
heh heh Isn't that correct? Am I? Yeah. Okay. Yeah. So if I were going straight from their modem into my computer, if I had an Ethernet port, it might get to 500, but since I'm going from their modem into your router, probably slows it down a little bit. I get you. Okay, good. I wanna know. Thank you very much. You've been very helpful. Okay, same to you.
08:00
Speaker 2
m correc correct yes that's correct when it's cable or hardware you will get that speed 500 correct since it's wi-fi it's fluctuating so not stable very much welcome and I hope you have a good day okay thank you so much
08:00