V2 Rubric Detail — bfd802c2-666c-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 14:41
Duration
43m 9s
Contact
Kelly Lemons
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00133240
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Not getting enough speed
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical2.81/5
Communication2.50/5
Ownership3.57/5
Escalation5.00/5
Customer Exp2.50/5
Overall63.2% (+7.2)

V2 Grader Summary

The agent correctly diagnosed the speed limitation as stemming from the customer’s computer Wi-Fi hardware and provided technically accurate explanations of link speeds and half-duplex behavior. However, key diagnostic steps like a modem-direct speed test and router interface access were skipped, and no full resolution was achieved. The interaction showed moderate empathy and ownership but lacked full continuity and tool use, resulting in partial progress.

V1 Case Analysis

Customer sees ~150-200 Mbps on MX55WH mesh vs 1 Gbps from Xfinity. Agent separated 2.4/5 GHz bands, tested speeds on phone and computer, explained device link-speed caps. No modem-direct test, backhaul check, or firmware review. Advised speeds are expected; suggested upgrading computer Wi-Fi adapter. Issue unresolved.

Troubleshooting Steps
  • Collected model number (MX55WH) and partial serial number.
  • Separated 2.4 GHz and 5 GHz SSIDs for testing.
  • Tested speed on iPhone 16 Pro Max and computer on both bands.
  • Checked link speed on computer (54/433 Mbps).
  • Advised moving closer to parent node and retesting.
Key Observations
  • Agent correctly identified and separated 2.4/5 GHz bands and interpreted link-speed values (54/433 Mbps) accurately [28:00].
  • Agent failed to verify modem-direct speed to confirm ISP performance [04:00], a critical first step in speed troubleshooting.
  • No systematic mesh troubleshooting (node placement, wired backhaul, firmware, channel interference) was performed.
  • Agent prematurely concluded the issue was resolved without validating backhaul or topology [40:00].
  • Agent did not confirm or document full serial number, verify warranty status, or cite case management system.
Positive Highlights
  • Correctly separated 2.4 GHz and 5 GHz SSIDs for testing and guided customer to connect to each [13:00].
  • Accurately explained Wi-Fi link-speed limitations (54/433 Mbps) and half-duplex nature of wireless connections [40:00].
  • Successfully guided customer to test speeds on multiple devices (iPhone and computer) across bands [11:00, 20:00].
  • Identified that proximity to parent node improved speed (791 Mbps) and used that to support analysis [36:00].
  • Collected partial serial number and confirmed model (MX55WH) early in the call [01:00].
Agent Errors / Gaps
  • Did not confirm full serial number clearly — only partial serial (C01089C01089) captured [01:00].
  • Failed to verify warranty status or eligibility despite discussing support path [not discussed].
  • Skipped critical troubleshooting steps: no confirmation of modem-direct speed [04:00], no check of backhaul type (wired vs wireless) [07:00], no firmware version review, no channel interference check.
  • Prematurely closed the case by declaring speeds acceptable without resolving the root cause [40:00].
  • Poor call control: multiple silences [05:00, 07:00, 11:00], repeated unclear prompts, and failure to guide customer through structured steps.
  • Did not confirm customer email correctly — transcribed as 'KMLLM on Oscar, the number six and the number four' but later normalized to kml4m6@gmail.com without verification [02:00].

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent explained the speed limitation was due to the computer's Wi-Fi hardware (433 Mbps cap) and confirmed phone speeds were acceptable, but did not resolve the core complaint of sub-gigabit speeds across devices.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent had customer run speed tests on multiple devices and bands, and checked link speed, but skipped critical steps like testing directly at the modem, checking node LEDs, or rebooting the system.
R3 Met Correct resolution path conf 95%
Agent correctly identified the bottleneck as the client device’s outdated wireless capability and recommended upgrading the hardware — a technically sound and appropriate path.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified slow speeds and asked about testing method and device types, but did not investigate WAN connection, node status, or perform a wired test to isolate the issue.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use the router admin interface, remote tools, or logs; relied solely on verbal speed test reports without accessing system data.
T3 Met No misinformation conf 95%
Agent accurately explained 5 GHz link speed limits (~433 Mbps), 2.4 GHz limits (~150 Mbps), and half-duplex wireless behavior — all consistent with technical documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic control but lacked structure, had multiple silences, and failed to set expectations or manage transitions smoothly.
C2 Partially Met Confirmed understanding conf 85%
Agent used some technical terms (link speed, half-duplex) without simplifying, but adapted explanations when customer struggled; no explicit comprehension checks.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and followed through on troubleshooting steps without deflection.
O2 Partially Met Proactive follow-through conf 85%
Agent suggested rebooting nodes if speeds drop again but did not specify when or how to follow up, nor set a timeline for resolution.
O3 Partially Met Closure confirmation conf 85%
Agent re-asked name/email despite customer mentioning a prior call, but did confirm device count and setup timeline, showing partial continuity.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Agent determined the issue was client-side hardware limitation, not a router fault, so escalation was not warranted — correct judgment.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, as the issue was diagnosed as a client device limitation.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent did not explicitly acknowledge frustration, but remained patient and polite despite customer’s visible stress and interruptions.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a calm tone and repeated instructions when needed, though used a somewhat scripted approach without fully adapting to emotional cues.
X3 Partially Met Overall experience conf 85%
Customer had to perform multiple manual speed tests and Wi-Fi switches, but agent did streamline by guiding device-by-device testing.
Call Transcript66 turns · 74 lines
Speaker 1
You just didn't ask me, you're telling me you're going to give up on internet speed. Because this speed is it's before the speeday, you see before that Oh, I understand what you're saying. Really? Because everybody working together and then making this other rights. and everything and, you know, when you look back to the store, it was 1999, I was around the list of the one and they have to say you still haven't you know, it is it's not as different this is different. And, you know, I was told that They got a thing on that. is do you ever do anything? Yes, um, I have uh developed system with you guys. and at my modem, I have uh Xfinity 1g speed, and at the modem
00:00
Speaker 2
Welcome to Linksys Support. Surely, 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, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, a paid support option might available depending on the issue. Thank you so much for calling Linksys. This is Trash. How can I help you? Mhm.
00:00
Speaker 1
Modem, the Xfinity modem, I'm getting the 1 gig, but at the nodes, we're not getting that. Hold on, hold, model number name, serial, oh, MX-55-WH. I hold on four three K as in Kite, one zero M in Mary, two four C as in cat, oh, one zero eight nine, C zero one zero eight nine. [music]
01:00
Speaker 2
The number for Allynx' Divi is 0-1089.
01:00
Speaker 1
C is in cat, yes. Comcast. Uh, this will be the first time regarding the speed issue. The last time I called was because we were having trouble setting up the nodes. It's Kelly Lemons and the email address is KMLLM on Oscar, the number six and the number four at gmail.com. Yeah, L-E-M-O-N-S just like the fruit. K is in kite, M is in Mary, L is in Larry, E is in Edward. M is in Mary. O is in Oscar, the number six.
02:00
Speaker 2
We have your call linked it before this is the first time. Okay can you provide me with your full name and your email address? Sorry. Your first name is Kelly your last name is Lemon s how do spell that? Okay and how about your on email?
02:00
Speaker 1
the, the number four at gmail.com. seven eight six three zero two zero one one two. four. Correct. They all came in a set. The, the, the, the Xfinity, we just moved in on May 15th. But, we, we, we upgraded the speed from 300.
03:00
Speaker 2
Okay, and your phone number. How many Nexus nodes do you have in total? Okay. Okay. So, how long have you been using the device?
03:00
Speaker 1
MPBs to one gig. and at the at the at the modem, the Xfinity modem, it's giving the one gig, but at the nodes, Oops, hold on. Bijan, how did you check the speed on Xfinity? They have their own app. And you go, there has a speed check. Okay, they have their own app and when you go there, it has a speed check. Do we have my Linus' account? Yes. Yes. My email. Oh, his email address is Bijanbeanin, Javidjavid@gmail.com. [silence]
04:00
Speaker 2
When you... Okay, sorry. How did you check that? Okay. Do you have a length... the accounts? Yes. What's the account?
04:00
Speaker 1
Yes. And he's testing it right now and we're getting 1173.61 out of 1,000 MPBS on the modem. What do you mean? Is this the gate? It's a gateway. Correct. using the phone. Yes. for the for the um to to do the speed? Yes. Yes. Do you want me to go?
05:00
Speaker 2
okay the the the the the the the the the this up is for from to Xfinity yeah yay okay okay is your phone connected to okay is your modem a plain modem or it's a gateway your modem capable of wireless connection okay you are connected to the gateway network okay and you're using your phone do you have a computer you have a computer do have a computer
05:00
Speaker 1
[silence] you hold on one second. Is is the computer uh capable of wire what wireless connection? Is that what you're saying? Yes it is. It's connected wirelessly. Yes. It's it's no no no no. It's a wireless connection, the computer. That's why you hold the next to be [silence] I'm sorry. [silence] Yes, he has it on his phone. The links app is on your phone, correct? Yes. With it's [silence] Oh, the pin for the for the Linksys. I've just now. Okay. Okay. Hold on one second. 3 7 three five two.
06:00
Speaker 2
Is it capable of wired connection? Wired connection like LAN cable. Okay, do you have a link this app? Do you have a linksys app? Okay. Okay, let me just check, take a look on your router settings. I'll set up into your email. Please check your email and tell me what the pin. Go to your email and tell me what's the pin that you receive.
06:00
Speaker 1
it is a, what cable is this connected to the modem to this? cat five cable that is connecting the gateway to linksys, cat five cable from the modem to the linksys. cat a cable. data cable, yes.
07:00
Speaker 2
And what's the cable that you're using to connect directly the Linksys to the modem? Cap 5? [silence]
07:00
Speaker 1
okay I just want to go to function immediately. I will. okay, hold on, so I have, so you're, I don't understand this crap. Not you. I'm just, I have a Linksys in the room with the computer. You want, if I take, oh, you want me to take another cable and connect it to the computer.
08:00
Speaker 2
Can you try to connect to the Wi-Fi? The link is Wi-Fi using your computer and please check the speed. Use speetest.net. You connect to, you connect, no, just connect to the Wi-Fi.
08:00
Speaker 1
on my computer. Okay. Hold on. I'm already connected to that. So where do I go now? Okay. Did that. Okay. Here we go. Go. And it's just says connecting. But this is a slow computer.
09:00
Speaker 2
Hey, yes, okay. Open up a browser and use Speedtest.net. [silence]
09:00
Speaker 1
All the ads are just coming up right now. Uh keep test dot wait right OK so the download go away The download is 165.64 and upload is 39.7. I'm just waiting. It's doing it right now. Give me a second. The download on his computer is 395.9.0. And I'm oh here we go with the upload. [silence] [silence] Upload is 41.28. That's on his computer. And they're right next to each other. And we're using the same node in this office. [silence] So what I want to ask you,
10:00
Speaker 2
[silence] upload speed again. Uh. Okay.
11:00
Speaker 1
Is that? is that? Go ahead. . No, . When they upgraded us, they did it over the phone. Is it maybe because we didn't reset the nodes that it's not doing it right? . . Mhm. . Correct, and that's what he has it in. . Okay.
12:00
Speaker 2
Okay. Can you please? Yeah, go ahead. Sorry. No, sorry. Go ahead. It could be one of the reason that we can okay. It could be one of the reason that you just tried to reset and reconfigure. But this should be the last resort. Let us just try to separate the network of the router to isolate the issue because your router is a dual band router and it's capable of broadcasting two bandwidths: the 2.4 and 5G. And there are significant differences. Yes. There are differences in the speed that they provide. 2.4 provides low speed but it's long range and more stable network. And the 5G is fast speed, short range. Though it's more congested. So we will try to separate those network band. Okay. So first, let us try to connect your TP Link to your router through this wire and see if the issue will be the same.
12:00
Speaker 1
Okay. Mm-hmm. All right, hold on. All right, let me see what Wi-Fi I'm connected to. Hold on. Uh, I have the Apple uh I, 16 Pro Max. So right now I'm on the 2.4.
13:00
Speaker 2
um respart the network. I'll do that on my end and um, check if it's already broadcasting on your end. So, what's gonna happen now, um, I applied the changes. If you go to the Wi-Fi settings of your phone, you will see uh lemon juice Wi-Fi and there's lemon juice underscore 5G. So, let's test if um, first you will be connected. You will stay connected to the lemon juice Wi-Fi. Uh, check the speed again.
13:00
Speaker 1
So if the site could be risky then they block it out. I think sis is doing that. I didn't see it say safe browse. Hold on. I can't. Give me a second. It's telling me that it's the speedtest.net Ah, linksus does not like the on the phone. Hold on a second. Okay, speedtest.net. Okay, here we go.
14:00
Speaker 2
Okay, open up a browser and go to speedtest.net. [silence] Okay, what's his speed now? What's his download speed?
14:00
Speaker 1
okay, so the download speed on my phone is 141.97. hold on. i'm clicking to continue. i don't want that. why are you doing that? [silence] [silence] [silence] just giving me a download speed is not giving me an upload speed. uh yes. the parent node and the internet the network guy cuz they're connected together and I got 146.39 download. [silence] and it won't give me upload on the phone. [silence] uh yeah but I don't have the bite that's me. oh oh okay. Hold on. [silence]
15:00
Speaker 2
Okay, anyway, are you near the parent node or child node? Yeah, but you connect to the 5G. So go to the Wi-Fi settings of your phone and look for the lemon juice underscore 5G network. Use the same password to connect.
16:00
Speaker 1
[silence] Okay now I'm 5G and I'll go open the browser. did it go? I'm 5G. [silence] Go so on the 5G is 8.16.27. Mm-hmm. hold on. Which one are we on? I am on 5G already on my computer. So, we're trying 2.4? Okay,
17:00
Speaker 2
816. How about you try on your computer? Yeah, 2.4. 5G later.
18:00
Speaker 1
New download is 40.52. I'm waiting for the upload. I'll check his computer too because this computer is new and mine. And the upload is 38.7. 3. Please check his Wi-Fi um. Where's he uh he. OK, so you're the person 2. 5 subdivision, so hold on. I'll do it again. It's a oh, God, hold on. Modeling on it's a Lenovo,
20:00
Speaker 2
Okay, then connect to the 5G. By the way, what's the brand and model of your computer? [sound trademark],
20:00
Speaker 1
It's pretty old. Hold on. Yeah, no, it's a desktop. Hold on one second. Yeah, I'm going to. [silence]
21:00
Speaker 2
it's a laptop okay then just try to connect to the 5g and test the speed
21:00
Speaker 1
download is 155.44 and the upload is 40.30. Let me try one more thing, okay? Just curious to know what happens. alternative says, no Wi-Fi networks found. Why is that? There we go. Give it a second, I disconnected the Wi-Fi and now nothing shows up for me to connect to anymore. Hold on, hate my life. Where is it? There we go. [silence]
22:00
Speaker 2
Did you try to turn off on the Wi-Fi already?
24:00
Speaker 1
It's resolving the problem. Now you're connected to the internet, okay? So I'm connected to the 2.4 and I have another network, that's just lemon juice. I see that one.
25:00
Speaker 2
Yes, that's a 2.4. You have to look for lemon juice underscore 5G.
25:00
Speaker 1
Yeah. Yeah, it's not going to get any better. We're still going to be between 100 and 200. I'm going to close this again real quick. On the mean is 173.41, 5G underscore 5G and the upload is 36.56.
26:00
Speaker 2
Okay, What's your download speed? Which network are you connected to? What's a... So the download is what? What's your download speed again?
26:00
Speaker 1
correct Okay. Hold on. Okay. Wi-Fi setting. All right. Okay. Yes.
27:00
Speaker 2
Right, 5G-56. Okay, and about this one, can you go to the Wi-Fi settings of your computer? Okay, and then click on the details or properties. Are you connected to the? [silence]
27:00
Speaker 1
54 slash 433. Uh-huh. Slash. Nope. It says, receive 54. Transmit 433. MBPs. MBPs. What was the super brand? Hold on. [silence] Good. [silence] [silence] Got it.
28:00
Speaker 2
okay, and their properties, can you go look for link speed 5.4, open up open up and you mean 5 or you mean 5 4 0 0 open up.
28:00
Speaker 1
Speaker 1
29:00
Speaker 2
Okay. Now try to test the speed on your phone again. Or try a different device, a different phone. The 2.4 and then the 5G. Okay. Are you using a different phone, what phone is this? What's the brand or model? Okay. Tell me what's the download speed using speed test.net. Okay, thank you. [silence]
29:00
Speaker 1
103.55 on the 2.4
32:00
Speaker 2
Okay, test again on the five G. 66 you mean? [silence] 5G The the the 5G [silence] 5G.
32:00
Speaker 1
no no they're not like 25 foot away what you want me to do where do you want me to be no it is not no correct it's somebody else point right where I'm about three feet from the child load and about 25 feet from the parent load
34:00
Speaker 2
Okay, well that's weird. And both phones are near the parent node, right, sorry, you are near the ... so which phone is near the parent node? Which ... no, let me just ask again. Okay, so where is the iPhone 16 Pro mix near to? Is it near the parent node? So, both phones are not near the parent node, correct? Okay, where are you currently located? Are you near the child node or how far are you from the parent node?
34:00
Speaker 1
. 5 GG or 2.4? Okay, hold on. Okay, there you go. Network settings, Wi-Fi, turned it off. Left, right, it's connecting. Okay, up one.
35:00
Speaker 2
Okay. Alright. Thank you so much for clarifying that. Can you try to go near the parent node and disconnect and reconnect from the Wi-Fi and then test the speed again.
35:00
Speaker 1
Okay, 791.23. No, this is the 16th. Yeah, hold on. I'll be right back. Hold on. Yes. Hold on.
36:00
Speaker 2
I found the iPhone 12. Then you try to check the iPhone 12. [silence] Bring it. Okay. [silence] Please bring it right next to the parent note. [silence]
36:00
Speaker 1
[silence] Okay, are you still with me? Hold on one second, I'm, give me one second. [silence] Okay.
37:00
Speaker 2
601.38. I'm sorry, halfway okay. Okay. Okay. Okay. Well, actually, ma'am, with regards to the speed on the phones, the speed that you're getting is already good.
39:00
Speaker 1
Okay. Okay. Okay.
40:00
Speaker 2
However, on the computer, ma'am, you will not really expect, uh, speed, uh, I mean, same speed as you're getting with the phone, because as we check the, check the link speed, ma'am, the link the link speed is the capability of the device, ma'am, the generate or to, uh, speed of the device. That's the limitation, ma'am. Uh, and for the 5G, it's just maximum of 433. And then the 2.4 GHz, it's only 150 Mbps. So, it's not more than 500. So, it's just getting, um, what it's supposed to be getting. And, uh, with regards to speed, ma'am, also, we have to consider, uh, the distance, of course, and of the capability of the device. And, um, with wireless connection, ma'am, it's just, you know, uh, a, a,
40:00
Speaker 1
Okay. Okay. Okay.
41:00
Speaker 2
It is, it's, the speed is half duplex, which means that whatever the speed that your router is generating, if you're connected wirelessly, you will get half of the speed that your router is getting from the modem, or more than that. Half to more than that. So, in your phone, you are getting more than half of the speed. So, that's already good. However, your computer only has limited speed capability. So, your computer will always get slow speed because that's just you can out, there is a solution for that ma'am. You can update or upgrade the wireless capability of your computer so that it will get higher speed.
41:00
Speaker 1
Thank you for your time and your help, yeah. Okay. All right. Okay, thank you very much. Okay. I have to run out for an appointment. I spent longer than I figured, on this. Yes. Okay, thank you so much. [silence]
42:00
Speaker 2
And also ma'am, if the speed, in case that you are, I mean the speed will like, go slow, you can actually, try to reboot, all the nodes, or if it's not gonna help, but for now, ma'am, there's nothing to worry, okay? You are getting enough speed. But the one that you mentioned, you mentioned a while ago, ma'am, that you could have, tried to reset the system, well, that is not really necessary. But in the case, ma'am, that anything that we've done, or I mean, any troubleshooting, will not help your speed, then that's the last option. It will help restore, the capability of the router, to, to, to, to reduce it. No worries, but anyways ma'am, no worries, ma'am. It's okay, but your Wi-Fi is good, your speed is good, no need to worry. [silence]
42:00
Speaker 1
Okay, I will. Thank you.
43:00
Speaker 2
ah give us a call back if you have anything else that is in any concern okay thank you mam and have a good day you're welcome bye bye
43:00