V2 Rubric Detail — b5edc54c-7721-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 20:56
Duration
32m 32s
Contact
Tom Szabo
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00135849
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical0.00/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp4.29/5
Overall53.3% (-2.7)

V2 Grader Summary

The agent demonstrated ownership and empathy, providing best-effort troubleshooting for an out-of-warranty device. However, critical diagnostic steps—especially testing wired speed at the modem—were omitted, and no resolution was confirmed. The outcome remains unresolved despite reasonable communication and next-step guidance.

V1 Case Analysis

Customer (Tom Sabo) with MR8300 reports 50–70 Mbps Wi-Fi speeds vs 500 Mbps plan. Out-of-warranty. Agent advised Channel Finder scan and power cycle but skipped core diagnostics (modem-direct test, WAN status). No fix confirmed.

Troubleshooting Steps
  • Guided to Channel Finder scan in the Linksys app
  • Checked priority settings in the app
  • Advised full power-cycle of modem and router and 24-hour monitoring
Key Observations
  • Agent skipped essential upstream diagnostics: no direct modem speed test and no WAN status verification on the router.
  • Provided technically inaccurate explanation of 'dual duplex' dividing Wi-Fi speed — this is not a correct networking principle for consumer routers.
  • Did not verify post-troubleshooting results or confirm whether speed improved after Channel Finder or power cycle.
  • App instability was noted but not addressed with alternative (web browser access), missing an opportunity to improve efficiency.
  • Agent correctly communicated out-of-warranty status and set expectations, but mixed denial of free support with partial troubleshooting, creating ambiguity.
Positive Highlights
  • Collected customer name, email, serial number, and model accurately [04:00–06:00].
  • Showed empathy and acknowledged the customer's frustration with the app and speed issues [02:00, 27:00].
  • Clearly communicated the out-of-warranty status and set realistic expectations about support limitations [08:00–10:00].
  • Provided actionable steps (Channel Finder, power cycle) that align with KB guidance for congestion-related speed issues [universal_speed_5ghz_diagnostics.md].
  • Avoided recommending a factory reset, which would have been disruptive and unnecessary.
Agent Errors / Gaps
  • Did not perform or request a direct wired speed test at the modem to isolate ISP vs router issue [universal_speed_below_plan.md, universal_isp_modem_diagnostics.md].
  • Failed to verify WAN connection status on the router before proceeding with Wi-Fi tweaks [universal_speed_performance.md, universal_speed_below_plan.md].
  • Provided an inaccurate explanation about "dual duplex" dividing speed on Wi-Fi — no such mechanism exists in consumer routers that halves speed solely due to wireless connection [universal_speed_performance.md, adjacent_common_wifi_questions.md].
  • Did not suggest or guide customer to use local web interface (http://192.168.1.1 or http://myrouter.local) when the app was unresponsive, reducing troubleshooting efficiency [universal_app_transition_notice.md].
  • Did not confirm post-troubleshooting speed test results after Channel Finder or power cycle — outcome was assumed, not validated.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the speed issue was fixed; only gave generic steps and asked the customer to monitor for 24 hours.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asked how the speed test was performed and suggested channel scan and power‑cycle, but omitted key steps such as testing wired speed at the modem or checking WAN status.
R3 Met Correct resolution path conf 90%
Agent identified the router as out‑of‑warranty and still provided best‑effort troubleshooting (channel finder, power‑cycle, 24‑hour monitor).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to follow the logical diagnostic process outlined in universal_speed_performance.md and universal_isp_modem_diagnostics.md; specifically, they did not isolate the ISP/modem by requesting a wired test before moving to WiFi optimization.
T2 Not Met Appropriate tools / resources used conf 95%
No diagnostic tools used — agent did not access router UI, check logs, or request a wired-to-modem speed test despite its necessity per universal_speed_performance.md Step 1.
T3 Not Met No misinformation conf 95%
Agent provided materially incorrect information: claimed 'dual duplex divides your internet speed' (not in KB) and stated that 'for out of warranty devices, we no longer provide a free troubleshooting assistance,' which contradicts the OOW standard in the rubric requiring best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent set expectations early but the call contained many silences, repeated spelling of information, and occasional loss of direction.
C2 Met Confirmed understanding conf 90%
Agent used plain language, repeated information for clarification, and confirmed understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on the call, did not transfer, and provided troubleshooting steps themselves.
O2 Met Proactive follow-through conf 95%
Agent gave a clear next‑step (power‑cycle, wait 24 hours) and a realistic timeline for monitoring.
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 based on the information provided.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent said, “I totally understand where you're coming from and sorry that this hasn't worked out as you expected,” showing empathy.
X2 Met Tone & rapport conf 90%
Agent maintained a calm, supportive tone despite the customer's frustration and adjusted language to be understandable.
X3 Partially Met Overall experience conf 85%
Agent required the customer to perform multiple manual steps (channel scan, app navigation) and did not offer to handle anything on the back‑end, creating extra effort.
Call Transcript51 turns · 58 lines
Speaker 2
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 issues. Register your product by visiting register. Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. 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. Hi, thank you for calling Lanes technical support. My name is Dylan. How can I help you today?
00:00
Speaker 1
really sure. Um, I am experiencing slow internet speeds. Um, I have a Linksys MR8300 wireless router. My internet service provider, uh, tells me that I'm receiving about 500 megabytes, uh, coming into my, my, uh, my modem. When I do a speed check, uh, I'm only getting about 50 to 70 meg of download speed. I've used the Linksys app to try and tune the device, and I'm not sure that that, I'll also mention, I'm not a, I'm not a network guy. So a lot of what the app may be asking for or telling me, I'm, I'm not sure I, I understand. So I'm hoping you can help me. Correct. Yes. [silence]
01:00
Speaker 2
I face from that. Another option we'll try to please. All right, sir. I totally understand where you're coming from and sorry that this hasn't worked out as you expected. Just to make sure that I got your concern correctly. You're experiencing slow internet speed. And as per your internet service provider, you're subscribed Uh your subscribed speed is 500 MBPS all right? And Uh when you did a speed test, you only get like 50 to 70 MBPS.
02:00
Speaker 1
Connected wirelessly, and I was about five to six feet away from the router. Okay. Thank you. [silence]
03:00
Speaker 2
I see. All right. Just to confirm with you, sir, how did you perform the speed test? Did you do it on a device that is wired to the router or connected wirelessly? Mm-hmm. I see. All right, sir, um, let me just run some verification with you and uh, uh, create a record under your name in order for me to proceed further and see what I can do to help you out with your concern today. All right. Okay, so you've mentioned that you got a Linksys device with a model number.
03:00
Speaker 1
Corrections. First name is pronounced and spelled Tom, T-O-M, last name, Sabo, S-B-E-O. That's, as in, Sierra. Zebra, a alpha Baker Mission. I'm sorry, say that again. Email address, I'll say it, and then you tell me if you need to have it.
04:00
Speaker 2
MR8300. Okay. Uh, before we start, can uh you provide me uh your first and last name? Mm-hmm. I'm sorry. Uh, that's um Zabu. S-Z. Hm. Hm. All right. How about your email address or Tom? How about your email address? Mm-hmm.
04:00
Speaker 1
image at s B C G L O B A L dot net correct yes
05:00
Speaker 2
All right. That's A Thomas M.H. at SBC global.net. Okay. So let me just spell it out for you so just to make sure you got it right. That's A for alpha, T for tango, H for hotel, O for Oscar, M for Mike, A for alpha, S for Sierra, I for India, M for Mike, A for alpha, G for golf, E for echo at Sierra, Bravo Charlie, global.net. All right. Thank you.
05:00
Speaker 1
Yes. The serial number is as follows. 29 V, victor, 11 M, mary, 27 D, boy, Oscar. I'm gonna guess it's an O, Oscar, 7345. Okay, good.
06:00
Speaker 2
All right, sir, let me just repeat that one. It's S, I mean, it's 29 B for Victor, 1-1 M for Mike 27 B for Bravo and I believe that's 0-7-3-4-5. All right, sir, okay, uh, may I know
06:00
Speaker 1
Yes, it is spectrum. [silence] Okay.
07:00
Speaker 2
Again, who's your internet service provider? Bicent. Okay. All right, so let me just fill in the record of you and input all the information you've provided me. Just bear with me, sir. Okay. Alright, sir. Um, I was able to create a record of view here now and uh just to set your expectations, the Linksys device that you have right now is actually already part of our end of life devices, which means we no longer manufacture this one and update the firmware. Okay, Going back to your concerns, um Actually for this kind of issues, sir There is a lot of factors that may have caused this low speed. One thing is um the firmware, considering that the router that you have is no longer updated. Um, the firmware is one of uh the common factors of that. Also, we have congestions. So, it's possible that uh, the channel where the data is running on your uh, router is already congested, which can be resolved by simply um, doing power cycle or changing the channel of your router. The third one, uh, it could be because of uh, physical connections. It's either your ethernet, the ethernet cable that you you're using or the placement of your device. Then, um, there's prioritization if your router if your router settings enabled the priority, which prioritize a specific device to get more data or speed than your other devices, right? So there's more of that, but to make it short, I can help you or walk you through in doing some of this troubleshooting, but just to set your expectation, your router is already out of warranty and just to let you know, yeah, for out of warranty devices, we no longer provide a free troubleshooting assistance, but you don't have to worry about that. I'll walk you through on some of the troubleshooting that would probably help you, uh, get a higher speed.
07:00
Speaker 1
okay [silence] well, I mean, today part of the problem is that almost any device that you buy,
11:00
Speaker 2
Also, we need to consider that you run the speed test wirelessly. Okay? So, there's what we call the dual duplex, which divides your internet speed if you are connected wirelessly. Unlike the devices that are connected hardwired to the device. You can assure that you'll be getting the speed that you're subscribed with. So, it's different when you're connected hardwired or wireless to the router or to the Wi-Fi.
11:00
Speaker 1
Justin's not allowing for direct hard wire connection, everything, all devices now are Bluetooth connection or Wi-Fi connections, yeah. Now, the, the, uh, the Linksys, uh, app did go into, I'm going-again, bear with me here. It's, it appeared to be a, looked like it went into a troubleshooting mode and indicated that it made some, uh, adjustments to the, uh, to some of the settings in the, in the, uh, wireless modem. Immediately after it did that, it ran another speed cast and the speed appears to be
12:00
Speaker 2
Mm. mostly. Yeah. Yeah. Mostly Wi-Fi. Yeah, that's totally understandable, sir. But anyway, Mm. Mm. Mm.
12:00
Speaker 1
jumped up to around 500 MBts. When I ran the speedest again on another device, it was down to the 55 70. When I ran it again on my phone that I used to run the app, my phone came down to about 55 or 70. So, I'm not sure what all that means and if it's important. And if there's a way to test whether or not the router is is functioning properly, that would be good to know. Cause this router is probably five years old. Okay. Well, that, that was on the, that was on the Linksys app that I did that. Yes, I'm aware of that.
13:00
Speaker 2
the speed of your device also um I mean not your device but your internet and also um uh huh yeah and also the the speed would vary depending on the time you did the speed test because there are time frames wherein uh the the channels or the the uh what do you call it the channel or the the speed is slower when there is traffic on the specific channel that your your yeah so we can we can uh try
14:00
Speaker 1
okay all right I'm going I'm going for the Linksys app okay can you spell that
15:00
Speaker 2
some troubleshooting, but for now, let's let's do a speed test speed test first on the website, speedtest.net, or if you have the the App, let's let's search for speed test let's use your phone. Mhm. Uh let's not go to the links his app first. Let's um open a browser and use search for speedtest.net. That's speedtest.net. It's O for Oscar, O for Oscar, K for Kilo, L for Lima, A for, A for Alpha.
15:00
Speaker 1
Space get some static in the phone here. Okla. Oh, oh, oh, KLA. Okay. Let me come on over by the device.
16:00
Speaker 2
I mean, "O, K, L, A." Yeah, I'm actually also getting static thing here on my end. And yeah anyway it's kinda things my ear, but anyway, um it's O for Oscar, O for Oscar, K for Kilo, L for Lima, A for Alpha. Yes sir.
16:00
Speaker 1
Hold on a second. Start... ...uh somebody wants me to get a free account. Yeah. All right. Continue. Uh... ...secure connection. Hmm. Go.
17:00
Speaker 2
Mm-hmm. You can skip that one, sir
17:00
Speaker 1
Okay, there we go. Okay, it's averaging 66.6. On the download. Yeah. And... It's averaging 22 on the upload.
18:00
Speaker 2
how was it sir? 6... hmm 66.6. Mm-hmm. 22 mbps for the upload. uh-all right sir. We... should also consider since we are do-do-do we are doing the speed test wirelessly. it is u- uh normal to get [silence]
18:00
Speaker 1
Okay. Well, so we're not even, we're not even to half yet. We're at like 15%. Through the uh uh, Linksys app. Okay, stand by. Uh uh, your links is app opening. Let's close try to close that. L L. See part of the problem is I'm I'm
19:00
Speaker 2
At least half of the subscribe speed. Okay. Yeah. Yeah. Yeah. Anyway, let's go to your lenses app and let's try to optimize your channel. Lenses app.
19:00
Speaker 1
Very slow response. Yeah. The app is not responding now. All right. Let me do this. All right. Let me close that out. All right. And then try to open it again. No. I do not. Okay. All right, so now I've got I'm at what I'm going to refer to as the Linksys uh dashboard. Yeah. The list uh the devices that are currently connected to the network. And then at the very bottom
20:00
Speaker 2
Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Right. Do you have a device that we could use to connect the [silence] or to the [silence]. Oh, okay. No, no problem. Dashboard. Mm-hmm. Mm-hmm.
20:00
Speaker 1
It says uh Internet slow? And that's usually what I uh I touch that button to uh to go into the diagnostic section. Okay, the menu. Okay wi-fi settings. Okay. Advanced wi-fi settings. Okay. [silence]
21:00
Speaker 2
Uh-huh. Uh-huh. Uh-uh. All right, sir, no problem. So, here's what we're going to do now. Uh, let's click, I mean, let's tap the three lines on the upper left corner. And then let's go to Wi-Fi settings. And then go to advanced Wi-Fi settings. All right. Uh-huh. And can you see there, channel finder?[silence]
21:00
Speaker 1
Channel finder, okay. Now, it wants to scan for channels. Yeah. Okay. [silence]
22:00
Speaker 2
Yes sir. Scan the channel. So this will manually look for a less congested channel for you to have a better speed connection. So every time you encounter a slow speed, you may use this one. Also, if still you're not getting enough speed, you may do a power cycle on the device. But anyway, let's see what will happen after you scan the channel.
22:00
Speaker 1
It's about three quarters of the way there. It's almost done. Okay. Uhr, it says we improved your Wi-Fi speed and bandwidth in one area and it lists the name of this router here. Um, then the button at the bottom says done.
23:00
Speaker 2
alright let's just give it some time alright you hit done alright and then let's go back to the
23:00
Speaker 1
Okay. I've got Okay, I, I'm at the Wi-Fi settings menu. Go back. It's not responding. Now... The back, back arrow's just not responding. Of course, close the app.
24:00
Speaker 2
um options, where you saw the Wi-Fi settings. Yeah, go go back. Okay. it's not responding. Okay, uh just force close the Linksys app then. Yes sir.
24:00
Speaker 1
All right. It's forced closed. Let me it open it again. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. I'm at what I'll call it. Let's see. Okay. I'm at what I'll call the dashboard. Okay. Say that again. Oh, priority.
25:00
Speaker 2
and then go back to the three line on the upper left corner and then let's go to priority.
25:00
Speaker 1
Okay. Uh, priority by device add up to three devices to prioritize. Then there's a button to edit. Um, the screen right now shows a picture that shows a wife, or a phone, a game console, and the, um, and a, a screen and at the bottom, it says, there's a button to add a device. There are no device listed. It's like it wants me to add one.
26:00
Speaker 2
Okay, so just to confirm, your I just to confirm, sir, is your priority enabled? Uh huh. Okay. But, uh, but it the prioritize devices on the upper part of the app shows it.
26:00
Speaker 1
Oh, um, this this screen doesn't show it anything as far as enabling or disabling. All right, let me try to go back. Back arrow's not working. Yeah. What this _____? Okay. Um, again, the the app seems to be frozen. [silence] It is over.
27:00
Speaker 2
enabling the toggle on off option But now I'm working. Okay. Well, it's interesting now worry? There's it it only means that there's no prioritized devices. Anyway, well, there's actually a lot of issues. So, recently with the Linksys, but no worries. Our back Another team is working on it.
27:00
Speaker 1
Yeah, 20 22. I got 77 and 22 [silence]
29:00
Speaker 2
Okay. Okay. Okay. If only, sir, we have a device we can use to directly hook up to the router or to the modem to make sure that you are really getting the subscribed speed even on your modem, you know, to make sure that you really have the 500 Mbps, because we cannot really isolate the issue and identify where the slow speed is coming from. But technically, this is actually normal and expected for devices that are no longer updated. But this speed should go higher. For now, uh, the you can, um, perform a, uh, sequence reboot on your network. So, you may refresh your modem and your router. So, to properly do that, you just have to unplug and, I mean, unplug the, the modem and the router at the same time and then wait for at least two minutes or give it more time and then plug it back in, starting with the modem. You wait for it to, uh, stabilize or go online before you plug in back the router. And then, give it at least 24 hours to, you know, monitor and, um, at least, uh,
29:00
Speaker 1
Okay. Okay, all right sounds good. I thank you for the information and the assistance. Okay. Yeah. Okay. [silence]
31:00
Speaker 2
the the troubleshooting that you've done and if it's still the same, you can always just kind of ask. Mhm. All right, sir. Mhm. And um if by chance that after 24 hours, after doing the you know the the, after checking the priority, doing the channel finder, uh doing power cycle, we cannot conclude directly do a hard reset, cuz it would compromise your connectivity and you need to set up your router again from scratch. So yeah, there's no possibility for us to isolate it since you don't have a device that could be hardwired to the um modem. Yeah, it would be so hard for us to.
31:00
Speaker 1
Okay, All right. Thank you very much. Thank you. Okay. Will do. Thank you very much. Bye bye.
32:00
Speaker 2
identify as well. So, for now, let's give it some time at least uh 24 hours. All right, sir. All right, you're very much welcome, sir, and thank you so much for the time and for calling LinkSys. Just don't hesitate to give us a call back in case you need further assistance. All right. You're very much welcome, sir. Um, bye for now. [silence]
32:00