V2 Rubric Detail — bb5ef0f4-7592-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 21:20
Duration
41m 50s
Contact
James Cold
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#TE00135556
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Connection Issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (5 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication0.00/5
Ownership1.43/5
Escalation3.50/5
Customer Exp1.07/5
Overall20.9% (-31.1)

V2 Grader Summary

The agent failed to resolve the speed issue and provided minimal troubleshooting, relying on verbal instructions instead of appropriate tools. While an escalation was offered with a clear callback window, the lack of ownership, poor communication, and insufficient diagnostic steps left the customer frustrated and the problem unresolved.

V1 Case Analysis

Customer reports speed drop from ~90 Mbps to ~8 Mbps on new E5450 router. Agent failed to perform basic troubleshooting (no reboot, no direct speed test), gave incorrect access URL (http://myrouter), used unprofessional language, misnamed product as 'Lynx', and escalated after supervisor intervention. Escalated to Level 2 with callback promised in 2–3 hours.

Troubleshooting Steps
  • Collected model number (E5450) and serial number (61W10M28F08506).
  • Asked about LED status (yellowish back LED).
  • Discussed possible causes (wireless interference, firmware, channel) but did not execute any concrete steps.
Key Observations
  • Agent gave incorrect router access instruction: 'http://myrouter' instead of 'http://myrouter.local' or '192.168.1.1' ([16:00]).
  • Agent repeatedly misnamed the product as 'Lynx' instead of 'Linksys' ([09:00], [24:00]), indicating lack of product knowledge.
  • Agent used unprofessional language: 'let me bitch and hold' ([19:00]).
  • No actual troubleshooting was performed (no reboot, no cable check, no direct speed test).
  • Escalation only occurred after supervisor intervention, not as a proactive agent decision.
Positive Highlights
  • Collected full contact information (name, email, phone) and serial number, enabling case tracking.
  • Supervisor escalated the case to Level 2 after recognizing the agent's inability to proceed, providing a clear next step.
Agent Errors / Gaps
  • Provided incorrect router access URL: instructed customer to use 'http://myrouter' instead of 'http://myrouter.local' or '192.168.1.1' ([16:00]).
  • Repeatedly misidentified the product as 'Lynx' instead of 'Linksys' ([09:00], [24:00]), demonstrating lack of product knowledge.
  • Used unprofessional and inappropriate language: 'let me bitch and hold' ([19:00]).
  • Failed to perform any basic troubleshooting steps (e.g., power cycle, cable check, direct speed test).
  • Did not verify customer's internet speed directly from the modem to isolate the issue.
  • Did not confirm whether auto-update was enabled or check for firmware updates on the E5450.
  • Gave vague suggestions (interference, firmware, channel) without guiding the customer through any verification steps.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 92%
Agent escalates to Level 2 and says the customer will get a call in 2-3 hours – no resolution of the speed problem.
R2 Not Met Diagnostic thoroughness conf 88%
Agent asks for serial/model and tries to get the customer to type http://myrouter.local, but never runs any diagnostic steps (speed test, LED check, firmware check).
R3 Partially Met Correct resolution path conf 78%
Escalation to Level 2 is chosen, but the agent did not first perform the standard L1 troubleshooting that would be expected for a new in-warranty router.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process. Despite the customer reporting a speed drop (90 to 8-9 Mbps), the agent did not perform a wired vs wireless test or a modem-direct test as required by universal_speed_below_plan.md Step 1 and Step 3.
T2 Not Met Appropriate tools / resources used conf 92%
Agent relied solely on verbal instructions and failed to use the router admin UI or remote tools, despite the customer's stated accessibility challenges and the scenario's requirement for speed verification (universal_speed_below_plan.md).
T3 Partially Met No misinformation conf 85%
Agent correctly identified probable causes (firmware, interference, modem) which align with universal_speed_below_plan.md, but failed to provide any actionable KB-backed steps to resolve them before escalating.
Communication
C1 Not Met Clear & professional language conf 86%
Call lacks clear framing, many long silences, and the agent repeatedly puts the customer on hold without guiding the conversation.
C2 Not Met Confirmed understanding conf 82%
Agent uses technical jargon (e.g., typing HTTP://myrouter.local) and does not simplify for a customer who is confused and has accessibility challenges.
Customer Ownership
O1 Not Met Ownership & empathy conf 88%
Agent transfers to a supervisor and escalates without attempting to resolve the issue themselves, showing little ownership.
O2 Met Proactive follow-through conf 91%
Agent gives a specific next-step and timeline: “you will get a call within two to three hours.”
O3 Not Met Closure confirmation conf 80%
Agent does not reference the earlier interaction the customer described (“the girl”) nor any prior case notes; treats the call as a new issue.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 73%
Agent escalates because no Level 1 tech is available, which is a reasonable trigger, but escalation may have been premature given the lack of L1 troubleshooting.
E2 Met Escalation prep & handoff conf 90%
Agent documents the ticket, verifies the callback number, informs the customer of the escalation path and expected callback window.
Customer Experience
X1 Partially Met Customer effort minimised conf 77%
Agent apologizes several times (“We apologize, sir”) but also uses dismissive language (“well dude”) and shows limited patience.
X2 Not Met Tone & rapport conf 84%
Agent does not adjust tone or pace to match the frustrated, elderly customer; continues with scripted technical steps.
X3 Not Met Overall experience conf 86%
Customer is asked to repeat many manual steps (type URL, locate Wi‑Fi icon) that could have been handled by the agent via remote session, increasing effort.
Call Transcript56 turns · 66 lines
Speaker 1
Ah, well, I'm having a problem, uh with my internet and I've just had to I I just went in a new links router i was
00:00
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. Please have your devices 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. Thank you for calling Linksys. This is F.D. How can I help you?
00:00
Speaker 1
I'm having a problem with the old system router. And now I'm, having problems with this one, even though at one point there, I was getting a good signal and then all of a sudden, it stopped. And I'm trying to see if I can find, I'm having trouble getting to the box with all the information on it, cuz as soon as I pulled it out here just a few hours ago. And, uh, so what information do I need to give you on this router so we can figure this out? Uh, yes, but at, at, at, at, at one point when I first got it hooked up, it was, it was showing a real good, uh, speed and now it's not.
01:00
Speaker 2
okay, so that is uh that's already a new router and you're still having the same issue with the old one okay alright
01:00
Speaker 1
I'm trying real hard to find it underneath it that's not going to be easy that is not going to be easy is there anywhere on any of this like the box it came in it's going to tell me what you need to know because I really can't get this, you just don't know, I'm disabled man I'm stuck in a chair yeah and my glasses aren't very good I'm trying to get where I can see it
02:00
Speaker 2
Do you have the model number and the serial number of your Linksys device? Try to look underneath it, sir. Yes, underneath the router. Oh, I'm sorry. I'm not understanding. uh, that property. Okay, just take it out, sir. Yeah, the reason why we need to, the the serial number, sir, can only be seen on the device, underneath the device. And that's the only way for us to verify the warranty of your Linksys router. So,
02:00
Speaker 1
Man, you don't realize how hard this is. Give me a minute. I'm already I've been dealing with this for hours. Okay. What number do you need? Okay. The model number is E5450. That's what it's saying. And I don't know why. But anyway. What else? Did you say you need the serial number right?
03:00
Speaker 2
okay sure is there someone that can help me yes uh the serial number and the model number E5450 Serials number is underneath it. I'm sorry can you start over sir? Okay [silence]
03:00
Speaker 1
investor just yesterday. yes
05:00
Speaker 2
Okay, so it's six one W10M two eight F like Frank zero eight five zero six. All right. Let me just check this serial number. And when is it purchased? When did you purchase this device? Yesterday, okay. So you just have one links E5450, right?
05:00
Speaker 1
Spectrum. James Cole. Ah, it is motorhead. Yes. Yes.
06:00
Speaker 2
Okay. And who is your internet service provider? Sir. Okay. Let me create a record. Can I have your name? How do you spell your last name? Sir. Okay. And your email address. Okay. Is it Marhop. M O T O R H E A D 0302 at Yahoo.com?
06:00
Speaker 1
[silence] At least about a thousand fucking times, okay? [silence] These stupid questions are starting to get on my nerves now. Did I make a mistake in buying a links product? Do I need to speak to your supervisor? If you can't do any better than you're doing, yes.
07:00
Speaker 2
Okay. All right. So here's the thing, sir. There's a need for us to verify the settings of your Linksys router. And you mentioned that you've been having this issue also with your old router. Did you check with spectrum? I mean, did you check your connection with spectrum? [silence] Okay. [silence] Sorry, sir. You wanted to speak to our supervisor? [silence] Okay. I'm actually just verifying things here, sir. We need to know because your main [silence] source of your internet connection should be spectrum.
07:00
Speaker 1
I just don't know how many times I've talked to those people in the last week. I'm sick to death of calling them. And I and I keep saying that, uh, uh, my modem is doing fine. No, let's go ahead and get this finished. I've had enough of being put on hold and everything else. I done spent five hours dealing with this today, okay? After spending hours the other day, having to go through getting this thing, paying the to have Amazon send me this device overnight.
08:00
Speaker 2
[silence]
08:00
Speaker 1
And... if it's not, this device, because, I don't know what to think. Uh, uh, yes, hold on a second. What exactly do you want me to do? Yes. Uh, uh, I don't even know. Let's see what I, let me, let me, let me look and see what it's saying that it put there. Uh, just my new network 2. I didn't take time to give it a serious name. Hey.
09:00
Speaker 2
Okay. All right. So, sir, can we go to your computer so we can verify the settings of your Lynx router? Okay. Are you connected right now to your Lynx network? All right. Then What's the name of your network? Did you set up a different name?
09:00
Speaker 1
[KEEP_UNCERTAIN] Where? Uh, I don't even know what you mean by that. This is an older Windows 10 unit that's about and it's about 10 years old. So, it's, uh, No, I don't. I don't know exactly what you're trying to get me to do. You've lost me.
10:00
Speaker 2
If you click on the wireless icon at the bottom right hand, yeah, do you see the, the, the four squares, the blue four squares at the bottom? What about the Windows logo, sir? [silence] Your computer is running a Windows 10, right? Yeah, with Windows 10, you should be able to see that option. [silence]
10:00
Speaker 1
No, I don't. I don't understand what you want me to find because I've never seen it before, so, you know, and I've been been using this particular laptop off and on for years so hey I don't know what you're talking Oh yes. Uh I I I see where it's showing Wi-Fi. It's already on. Uh and what's
12:00
Speaker 2
Do you see, do you see where, do you see where it says search the web and Windows, do you see that option, the bottom? Yes, yes. Yes, exactly, yes. [silence] Oh, the wireless side, the wireless icon, the wireless icon at the bottom right, at the bottom right of the screen, do you see that? [silence] Okay, do you do you you see it, okay, good, I there it is, yes, yes, okay, good, [silence] can we right click on Wi-Fi? Are you able to click on Wi-Fi? Is that something you can do? Okay.
12:00
Speaker 1
No. Uh, no. In fact, it doesn't show up much of anything. I don't know where. I I I was looking at all the networks when you had me change, okay? I was already on that page. I don't understand it. It showed up with, with all the wireless networks around me, okay? What option? The only networks that are available to me are both off of the same uh router.
13:00
Speaker 2
Any names? Does it show up any available networks? Okay. And then what do you mean? You're on that page. Okay. Yeah. So can you, do you see that option there at the bottom right? The, uh, the networks available there.
13:00
Speaker 1
There are two networks here. Right now, there's just my new network 1 and my new network 2. I really haven't been trying to get this over and done with. I really have no absolutely idea what you're talking about. I mean, I want to know what are we doing? What what are we doing right now? Other than running my head around in circles? What are we doing? I am connected according to this. It says I am connected to it. Okay? [silence]
14:00
Speaker 2
so what are the names of the networks [silence] did you set up [silence] Sir James, we're actually checking if you're connected to your own network. We need to know if what is the so what is the name of the network if you are connected to your network? Do you happen to know the wifi name, the wireless network name?
14:00
Speaker 1
[KEEP_UNCERTAIN] the one that i gave it just a little while ago is on there as i said it's my new network too why are you complicating this so much you i i i seem to know more about what i'm dealing with here than you do yes i'm connected i do not do google chrome and this one it's not on this computer because i don't do google chrome okay yes uh okay i just opened it now what
15:00
Speaker 2
It says my new network. That's the name that you set up. Okay. All right. So can we open up a browser, please. Do you see Google Chrome. Okay. Then, are you using Microsoft Edge. How do you open, um, internet. Okay, after you open Microsoft. Okay. So, right on top, in that address bar, can you type in: HTTP://myrouter? Like literally, type it without the quotes. Yes, the forward slash below the question mark. That's the slash. On your keyboard, do you see there the slash symbol? Mhm. Yeah, I'm actually doing it slowly, sir. O, okay, let me repeat again. That is HTTP colon slash, slash my router dot local.
15:00
Speaker 1
OK. I do not know what it took me too, but let me see if I can find it. ah, and what am I supposed to click on. if you don't have a patient that me, please, put somebody on with phone that's closer to my age so I can speak to. what was that.
18:00
Speaker 2
And then press enter. I'm sorry, sir. I'm sorry I can't hear you clearly. What was it again you were saying? You wanted to speak to someone else.
18:00
Speaker 1
When we get to doing this, it's going to shut the the the my my modem off. And when it does, it's going to shut my phone off, cuz my phone is through spectrum. Uh, and my cell phone is not working worth a damn. So, I don't know what the hell I'm going to do to get this thing straightened out. But I need to speak to someone, uh, in management about this issue. I've had enough of trying to do it with you. And yet sir, Jane's shit makes me feel older than I actually am, okay? Don't y'all need to learn how to talk with your elders? I don't speak Gen Z, okay?
19:00
Speaker 2
okay all right not a problem sir James let me bitch and hold so I can have my okay yeah let me bitch and hold all right mr cold so let Let me just put you on hold so I can verify this with my immediate superior. I'll just get my supervisor. Just hold on.
19:00
Speaker 1
[KEEP_UNCERTAIN] Uh-, uh-, hello. Hello. Well God damn it, get to repeat all this again. I have been having, I started having a router problem on my old linksy, the other day, and we tried, [silence]
23:00
Speaker 2
[silence] Hi James, this is Paul, one of the immediate supervisors. Hello. Yes, sir, you're calling about the E-5450. Uh, how may I help you today, sir? [silence]
23:00
Speaker 1
And uh we couldn't even get a Lynx system around here locally. And we tried one and it had to uh well it got it got took back because nobody that they had could actually explain to us what we needed to know on getting it running. I thought it'd be okay to get another Lynx system. So I had one sent to me uh via Amazon.com overnight. I've been sitting here for four hours dealing with it. And it ran okay for a few minutes. I was showing a good uh uh reading on my uh uh uh internet speed and now it's not. And I tried real hard to explain it to your uh technician but she can't understand me because I speak normal English. I had actually a Southern version of it uh but uh you know I can understand and be understood way better than that but this one couldn't seem to try to uh understand enough of. What she was doing to try to explain it to me and I and she had to go over and over and over it and I mean she just absolutely cannot cannot deal with it talking and that's problem with a lot of Gen Z-ers. Y'all don't talk our language anymore. So I need somebody that can help me get this thing straight and out. Okay. That can talk to a I'm 67 years old. I don't speak Gen Z. So I need somebody that can speak to me other than in a Gen Z way.
24:00
Speaker 2
Md mm-hmm. Okay. Okay. Well, dude. All right. All right now, okay. Got it. Okay now James. I've got a couple of questions. Okay it could be that we want to get to the bottom of this. So I understand that you have an old links router. You replace this one, it's a new one and still having some issues. Now,
25:00
Speaker 1
gonna buy my name is the only light on the back of it is pretty well a yellowish color and that's that's the only one that's there's right underneath the where the connection is that I connect it to the modem.
26:00
Speaker 2
When this new router, E5400, having some connectivity issue, uh, did you notice the LED status of that Linksys router blinking red or it stayed to a, uh, a blue color, sir? Or I mean at the back, at the back of the router? Yeah, okay. All right, got it. Okay. And, um, uh, going back to the description, it's worked for a while and then, uh, there's a problem. Is it the, is it a, is it a
26:00
Speaker 1
speed is more than kinda slow. It drops from, um, uh, oh, God, 90-something megahertz down to about, uh, eight or nine megahertz. That's more than just a little bit. I'm supposed to be, uh, paying for 300, I think. Yeah. But I've never seen it, you know, because once it goes through the, uh, the router, it drops it down, like I said, to about 90.
27:00
Speaker 2
Internet connection is it on and off, it's body or it's just the speed is kind of slower. Okay. Okay. Now, um, so the speed is the problem. Okay. My next question is, um, uh, do you happen to know your subscription speed from Spectrum, sir? Are you paying for uh 500 Mbps, 200, 100 and Mbps? 300. Okay.
27:00
Speaker 1
five to 100 which would still be fast enough for a single computer uh if a 10-year-old uh Dell laptop right now my newest Dell laptop is sitting there waiting on a new battery to get here um this is Windows
28:00
Speaker 2
True true all right and uh... that's the laptop uh... windows eleven the latest one right Windows 10 okay now I'm gonna give you the probable cost for that sir okay uh the first one that I see okay you may not agree on this but um it's one of the probable costs okay now um it uh the about slow speed we well well well we'll verify yeah speed points to the modem if your dad yeah or and it's something there's to do with the firmware. Yeah if you there's just got this from the store and and arrived that if it did not perform some automatic updates the third reason behind that. it could be like what I called this wireless interference Okay And um yeah those are the probable cause Um Now we have to check this one by one sir. Okay Now um if it's the modem Okay if if it's the interference maybe we can change the the channel. Ah if it is a firmware then then maybe we have to upgrade the firmware. Okay now uh a good thing there is a computer because we can access the interface. Okay Now um for that I'm going to give that troubleshooting to the last rate you spoke to.
28:00
Speaker 1
[silence]
30:00
Speaker 2
okay, so I, mm-hmm. I- I see. I will take note of that, okay? That's the last thing that we're going to check even though that's the first thing to be checked, okay? We'll try something else first before we go to that part, all right? Great. Now, I have a question regarding that, sir. Doing fine. Great. Okay. Um, with that, I have a question with that, okay? Now, um, we are a router manufacturer, and I'm sure Spectrum has a way of checking their device is working. When they check your modems, sir, uh, how do they do it? Do they call the, um, the Uh, support and check the speed there?
30:00
Speaker 1
[silence]
31:00
Speaker 2
Or do they hardwire a computer directly to the spectrum modem and test the speed that way. Okay, I'm sorry. Let me repeat myself, okay? Now, um, uh, how did they check, uh, the modem is okay? That was my question. Now, usually, when they check the modem, uh, Okay, now, I just want to emphasize this one, as I was saying, okay. Now, uh, those are internet service provider. They have a way of checking the modem is okay. And they can call their, um, their, um, server, check the speed. Now, for router manufacturers, okay, this is the only way we can check it. And like I said, we can do this in the later part, okay? And that is to, uh,
31:00
Speaker 1
I guess. [silence] same one I was talking to. She does not know how to speak in a way that someone my age can understand exactly what she's trying to tell me.
32:00
Speaker 2
Disconnect I understand your phone will be disconnected. That's the reason we have to do it later. Okay. Uh for us we need we check the modem we will wire a computer directly to it. But again we're gonna do that later. So we're gonna try something else before we do that last part and that is to change the channel and check the firmware. Okay. So, uh I'ma inform that last tech, the troubleshooting plan that she will do in that way, um this will be resolved. Okay. Is that okay James. All right. So, um I'm gonna tell her, I'm gonna place you on hold and give you the the instruction or give her the instruction and how to work on with your case. Okay. Ah yes sir. Same power same, um, uh, little I see. Well, um, How about. Okay. Now, um, I'm going to place you on hold, James, okay, Let me see what I can do. Uh, I might get this um, someone to help you with this, okay? So, um, I'm going to place you on hold. I'll be right back, okay? Just give me three or five minutes. Thank you, sir. Hi, James. Thank you for patiently waiting. No, James, um, here's what I'm going to do with the ticket Okay? Uh, since there- there's no available uh level one tech uh right now to assist you, I'm going to escalate the ticket to the level two team. Okay? It's a level two. That will assist you. Uh, it's an escalation process, we will get back to you the as soon as possible, okay? [silence]
32:00
Speaker 1
Okay, I'm trying to figure out how we can do this, because I need to be trying to use my cell phone. The reason I don't use my cell phone is it has glitches too. it will sit there and lose and and if they make that if I end up having to uh and also the uh modem over there, I will lose this phone. [silence]
37:00
Speaker 2
[KEEP_UNCERTAIN] I'm putting that in the documentation that that's one of the. The challenges, but I'll I'll put in my notes that, that will be the last thing that we're gonna check, okay? We'll try something else. Before we can do that. Right. And another thing, uh, for the level two ticket uh, is. [silence]
37:00
Speaker 1
Really? Really? I've only been at this for almost five hours now. Ah... Geez, I've spent extra money to get this thing here quick because I have no way of doing anything except on computer these days and including.
38:00
Speaker 2
This is the protocol that they follow. James. It will take two to three hours for the process, to process the call back. Okay? We apologize, sir. I tried to look for another level one tech that will assist you, but they're actually occupied right now, so my only option is to escalate that, take it to the level two team. That, so that this will be properly handled. Mmm. [ Silence ] Oh.
38:00
Speaker 1
my banking and everything else. And it looks like I'm not going to get there today, either. [silence] then, I actually had faith in that if I bought another link, I wouldn't have such a problem. I had a problem with whoever it was we had the other day, TC something. [silence] and the girl was helping me. I almost had a heart attack from dealing with them. That's how it got. Oh, I [silence] uh.
39:00
Speaker 2
[silence] We apologize, sir. Uh for now, this is the best uh option that I can give you. [silence] We understand. We apologize. Let [silence] let us make up with you uh with this one James, okay? So, um, I'm going to forward the ticket right now uh so that we can uh comply the two, three hours. It may not be two to three hours but uh I'm just uh giving you like an allowance. If they're available to to troubleshoot with your ticket then they will call you two to three hours from now, sir.
39:00
Speaker 1
Okay. So I may or may not get a call. Uh that would be nice. I mean, uh I I've already done worked on it for myself for a while. We cannot find what's the problem. And Neither could In fact, spectrum suggested I call you all. You know, I think you just won't take me some record. Okay. What number are you giving them?
40:00
Speaker 2
You should be getting a call, sir, within the day. Mm-hmm. All right. All right. We understand, sir. Um, yeah. Uh, let me complete my documentation with the ticket and so that I can escalate this to the level two team, uh, so that they will also know what's going on with your ticket, okay? Just, uh, give them two to three hours from now. Uh, uh, I I just need to verify this number. Uh, don't want the ticket is it the uh, 343. Hold on, let me just That's going to be 334-398-8274. All right, I just want to verify that so that they can call you um to the right number, okay? Uh, give um just give us some time, James. We um appreciate your patience, okay? I'm going to escalate the ticket right after this call. All right. Thank you so much and you have a great day, okay? Take care.
40:00