V2 Rubric Detail — baf57202-6370-11f1-8…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-06-08 19:32
Duration
12m 30s
Contact
Kolt Stroik
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00132655
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03_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

Resolution1.00/5
Accuracy3.00/5
Communication1.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical2.81/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall25.0% (-31.0)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and provided technically accurate information, but failed to perform any meaningful troubleshooting or demonstrate ownership. The interaction lacked empathy, effective communication, and actionable next steps, resulting in an unresolved issue and a frustrated customer who terminated the call.

V1 Case Analysis

Customer sees ~50 Mbps down / 1 Mbps up on WHW03 mesh despite 300 Mbps ISP. No wired test possible. Agent suggested reset/firmware briefly, then pushed paid support only; customer declined angrily; no case created; issue unresolved.

Troubleshooting Steps
  • Asked if speed test was performed over a wired connection
  • Suggested router reset and firmware update
  • Inquired about number of mesh nodes
  • Asked about device proximity to parent node
Key Observations
  • Agent failed to isolate the issue by not guiding customer through a proper wired speed test despite acknowledging its importance.
  • After minimal troubleshooting, agent defaulted exclusively to paid support without offering any actionable self-help steps.
  • Agent made contradictory statements: first saying 'support is no longer available' then 'we can help you' — creating confusion.
  • No case was created or referenced, violating standard protocol.
  • Customer expressed extreme frustration and brand abandonment, indicating poor communication and empathy handling.
  • Agent did not leverage KB articles, email follow-up, or even suggest basic mesh optimization steps (node placement, backhaul check, band steering).
Positive Highlights
  • Collected model number (WHW03) and serial number from the customer at [02:00], confirming device identity.
  • Confirmed ISP name (Amherst Telephone Company) and asked about device usage (wired vs wireless) at [04:00]-[05:00].
  • Correctly identified the need for a wired speed test to isolate router performance at [06:00].
  • Asked about proximity to parent node, showing awareness of mesh topology impact at [09:00].
Agent Errors / Gaps
  • Did not verify wired WAN speed before troubleshooting — critical step skipped at [06:00] when customer said no wired test possible.
  • Offered paid support as the sole solution without providing free self-help steps, violating support policy for out-of-warranty customers.
  • Made contradictory statements: claimed 'support is no longer available' at [10:00] then immediately said 'we can help you' — undermining trust.
  • Did not create or reference a case/ticket number, violating case management protocol.
  • Failed to offer any KB article, email with instructions, or alternative self-service path beyond AI tool.
  • Did not follow standard mesh troubleshooting flow (e.g., node placement, backhaul performance, 5 GHz vs 2.4 GHz testing).
  • Allowed customer to disengage emotionally without de-escalation or empathy intervention.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent offered only AI tool or paid support and the customer ended the call without any fix.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked about test method and device type but skipped essential troubleshooting like direct modem test, wired router test, or firmware check.
R3 Met Correct resolution path conf 98%
Agent correctly identified WHW03 as out-of-warranty and presented valid OOW options (AI tool, paid support) per policy.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified slow speed symptom and asked about wired vs wireless testing, but did not pursue root cause with structured diagnostics.
T2 Not Met Appropriate tools / resources used conf 96%
No use of tools (router UI, speed test verification, logs) despite clear need for diagnostic steps like firmware check or WAN test.
T3 Met No misinformation conf 97%
All technical statements (OOW status, paid support cost, AI tool availability) were factually accurate and consistent with KB.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, allowed long silences, and lost control when customer expressed frustration.
C2 Partially Met Confirmed understanding conf 93%
Agent used plain language but did not adapt tone or confirm understanding despite customer’s visible frustration and repetition.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent immediately defaulted to paid support without attempting any troubleshooting, abdicating ownership of the issue.
O2 Not Met Proactive follow-through conf 96%
No specific next steps given; only vague options (AI, paid support) without timelines or actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the agent followed OOW protocol correctly.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent offered generic apology but did not acknowledge customer’s emotional state, history of effort, or disappointment.
X2 Not Met Tone & rapport conf 95%
Agent maintained a rigid, transactional tone and failed to adjust to customer’s anger or urgency.
X3 Not Met Overall experience conf 96%
Agent repeated requests for model/serial/email despite having the information, increasing customer effort unnecessarily.
Call Transcript23 turns · 24 lines
Speaker 1
And there's no way this is still in warranty Can you see if mesh networking slows down internet speed? Yeah. [silence]
00:00
Speaker 2
Welcome to links support. To ensure quality service. Your call may be monitored. [silence] For in warranty products. Our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.linksys.com. [silence] Please have your device serial number ready for assistance. [silence] Pres 1 now. [silence] Please have your devices serial number and contact information ready. [silence] Out of unavailable. Kindly call back later. [silence] For Out of warranty product Paid support option may be available depending on the issue. [silence] For Out of Pleasant
00:00
Speaker 1
Hi, Tyler. I have a tech tech question for you. Um, my Lenex device. I have the mesh networking. Um, I have 300 megabytes, um, on the ethernet cable coming in. So I have 300 300 service, but my speed test is only at like 50 um, download and only one upload. Um, is there a setting that I need to change? Um, this was DS and now it's fiber optic service. Yes.
01:00
Speaker 2
Thank you for calling Linksys. This is Carla. How may I help you? Uh-huh. Okay. Just to verify, your subscription is 300 Mbps, and then, but on your device behind the router is only getting 15 Mbps?
01:00
Speaker 1
The model number would, the model number would be AC-6600. serial. Oh, I'm sorry, it's WHW0 3. It's 20J 1 0C 6 8807 934.
02:00
Speaker 2
Yeah. [silence] of download and one for upload? Okay. [silence] Um so before we um continue on, [silence] let me just create a record for this call. May I ask the model number and serial number of your router? You can check that. [silence] Um so you can check the exact model number on the product itself underneath the device. [silence] All right. Serial number? [silence] Again, 2 0J 10C 688 07 934?
02:00
Speaker 1
the internet provider just Amherst telephone company that believe are union telephone company 715- 340- 2 8 oh 3 it's colt k o l t S-T-R-O-I-K K K and no k o l t
03:00
Speaker 2
And again, the model number is WHW03. All right, and who's your internet service provider again? Yes. Okay. All right, and I'll have also your phone number sir. Mhm. And how about your first name and last name? Again. Again first name again Keith, Keith. Okay. And last name is.
03:00
Speaker 1
S. that's. yes, correct. your email address please? so it K STR O I K Y H O O dot com yes that's correct. Yes yes we wired.
04:00
Speaker 2
yes for sugar t for T angle r o i k correct and about your email address yeah that's your initial first name initial k and then last name s t r o i k at yahoo.com Okay. Again, subscription from your internet provider is $300. Okay? And then, when it's connected to the router, you only getting 50 Mbps. And 150 for download, 1 for upload. By the way, what device did you use to test there? Is it wired or is it wireless device? And is it the phone?
04:00
Speaker 1
Tested it and it was 300 before the router and then after the router. Wireless phone and computers we tested it with. Correct. Laptop Windows. Um, fast I think it was. I used a couple different ones just to make sure there wasn't something off.
05:00
Speaker 2
So, when it's connected straight to the modem using a computer, you are getting on 200, correct? Uh, that computer that you use, or is it a laptop or is it a desktop? And is it using Windows or Mac? Okay. And, uh, what, um, link or website did you use to do the speed tester? [silence]
05:00
Speaker 1
[silence] Wireless. No, because we don't have anything wired to it. [silence] I don't have [silence] I don't have output. I don't have anything to do an output test with it. You know, it's coming from the modem to the router, and then there's nothing [silence] after that. Everything we have is wireless. [silence]
06:00
Speaker 2
on your router, sir. Did you wire the computer straight to the links this router or all wireless? Have you tried the wired connection? Have you tried your laptop like, wired to the "router" and test, do the speed test? Yes, because that's a test if it is only for the wireless part of the router has a problem with the speed or that includes also with the wired. Okay, so you're, uh, both phones and laptop shows 50 download and 1 in beep, beep, uh, beep. So what's the upload speed? That's, for the download speed, right? So again, you used fast.com, right? Okay. Because, actually, so,
06:00
Speaker 1
Well, we've been having problems working from home, so I updated our service from 7010 to 300300, and even after we updated it, um we didn't gain any extra speed. So, they did all their tests all morning long, and come to find out it's actually the Linksys system here. Three.
08:00
Speaker 2
sir, if um, again, already tested um, the speed from the uh, router and there you're getting that one, then it might be on the router. It needs to be reset and reconfigure, or it could be we need to do a firmware update, re-flash the firmware. Okay. But um, when did you encounter this um, slow speeds? [silence] Okay, how many nodes do you have, sir?
08:00
Speaker 1
No, it's right next to me. What do you say that again?
09:00
Speaker 2
When you do the test, is your wireless devices is near the parent node or is it like it farther than it's connected to the, um, SAL node? Okay. Before we do start for any troubleshooting pad, first, let me just inform you about the status of your linksys router, which is the WH-W03, okay? It shows that here um before we start for any um troubleshooting or checking the settings on your router, okay? Let me just inform you that um this router that you have the WH-W03 is already out-of-warranty. And then complimentary taxes.
09:00
Speaker 1
So, what are you saying? You can't, are you saying you can't help me? If you can't, if you can't continue helping me, I'm going to go buy a new one and I'll never touch another Linksys device in my life.
10:00
Speaker 2
support is no longer available. Okay. But you don't need to worry about it. We can help you sir. We have different option if the device is already out of warranty. Okay, let me, uh, the first option is you can take advantage of our AI tool that can be found on our website and that is support.linksys.com. Um, our second option, We apologize for this inconvenience sir and the only way that we can um walk you through step by step, um, since the device is already out of warranty is through our paid connect service. And we provide a one time non-refundable technical support.
10:00
Speaker 1
I will never buy another Linksys device in mylife. Thank you very much for your time. I'm talking to you right now. That's what I want. I want someone I can talk to and walk me through it. Not a stupid AI thing. So thanks again, but Linksys is done now. Very disappointed customer. Very disappointed customer. Very disappointed ex-customer I should say. [silence] Oh. [silence]
11:00
Speaker 2
and that it will cost you $15 for the technical support. Since the device is already out of warranty. or you can just try to use our AI tool set. It can be found in our website. Okay. We apologize for the inconvenience, sir. Okay. Much as I would like to um further assist you with this concern sir, um. Since the device is already out of warranty, those are the options that we have that you can um select.
11:00
Speaker 1
It's okay. We don't have to worry about it anymore. I'm going to throw it in the garbage. No. No? Hmm. I wonder. Okay, I'll have to.
12:00