V2 Rubric Detail — c74435dc-7655-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 20:37
Duration
10m 58s
Contact
Kathleen Halvarson
Issue Type
Speed/Performance
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Riojene Ladera
HappyFox Case
#LTS00135704
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: slow internet_E5400
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. 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

Resolution0.94/5
Technical1.88/5
Communication3.75/5
Ownership1.00/5
EscalationN/A
Customer Exp1.79/5
Overall34.4% (-21.6)

V2 Grader Summary

The agent performed limited troubleshooting, missing key diagnostics such as a direct modem test and router status checks. After suggesting a power‑cycle and reset, they refused further free assistance citing out‑of‑warranty status and offered paid support, leaving the issue unresolved. Ownership was not maintained, and the customer was left with no clear resolution or follow‑up.

V1 Case Analysis

Customer experiencing wired speed ~40 Mbps on a 100 Mbps plan. Agent suggested power-cycle and full reset, then offered paid support due to out-of-warranty status. Customer declined; issue unresolved.

Troubleshooting Steps
  • Asked ISP and subscription speed
  • Collected serial number
  • Suggested power-cycle of modem and router
  • Offered full router reset
Key Observations
  • Agent never verified upstream (modem) speed or performed a direct-to-modem test, missing a critical troubleshooting step per KB guidance.
  • Model number was never collected, preventing targeted guidance on hardware speed limits or port capabilities.
  • Agent incorrectly claimed the speed test showed 85 Mbps when the customer clearly stated 35–50 Mbps, leading to invalid assumptions.
  • No KB-aligned troubleshooting was performed despite the issue clearly falling under 'Speeds Below Your ISP Plan' or 'Understanding Hardware Speed Limits'.
  • Agent moved directly to paid-support offer without confirming warranty status via lookup or providing self-help resources.
Positive Highlights
  • Collected serial number accurately.
  • Provided correct power-cycle steps (modem first, then router).
  • Clearly communicated out-of-warranty status.
Agent Errors / Gaps
  • Did not collect router model number, preventing accurate guidance on hardware limitations (e.g., 100 Mbps port cap).
  • Failed to isolate the problem by testing modem directly, missing a key step in the KB troubleshooting flow.
  • Incorrectly stated the speed test showed 85 Mbps when the customer reported 35–50 Mbps, leading to invalid troubleshooting assumptions.
  • Did not reference or follow any KB article for speed troubleshooting (e.g., universal_speed_below_plan.md, universal_hardware_speed_limits.md).
  • Prematurely offered paid support without confirming warranty eligibility via system lookup or providing a self-help KB link after the customer declined.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never confirmed a fix; only suggested power‑cycle and reset, then ended the call without resolution.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent asked a few questions (speed subscription, serial number) and suggested power‑cycle, but skipped key diagnostics like direct modem test, cable check, router status.
R3 Not Met Correct resolution path conf 96%
Agent immediately pivoted to paid‑support refusal because the device was out of warranty, rather than continuing best‑effort troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to apply a logical diagnostic process. Per universal_speed_performance.md and universal_speed_below_plan.md, the first critical step is to test speed directly at the modem to isolate the ISP. The agent skipped this and jumped to a power cycle, then claimed 85Mbps was 'accurate' for a 100Mbps plan without isolating the bottleneck.
T2 Not Met Appropriate tools / resources used conf 96%
Did not use required tools: never directed customer to log into router (192.168.1.1/myrouter.local), check WAN status, or verify settings — all necessary for speed diagnostics per the KB.
T3 Met No misinformation conf 98%
The specific technical instructions provided (power cycle sequence and the fact that a reset deletes WiFi settings) are factually correct and aligned with the KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent framed the call and gave steps, but lost control after the customer reported no improvement and moved quickly to a paid‑support offer.
C2 Met Confirmed understanding conf 92%
Agent used plain language, repeated questions for clarification, and avoided jargon; communication was understandable for a non‑technical user.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent transferred ownership to a paid‑support model and did not see the issue through; no further assistance was provided.
O2 Partially Met Proactive follow-through conf 89%
Agent gave next‑step instructions (power‑cycle, reset) but provided no timeline, follow‑up, or confirmation of completion.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted at L1 level.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent apologized initially but later offered a paid‑support barrier without expressing empathy for the customer's frustration.
X2 Partially Met Tone & rapport conf 88%
Agent maintained a neutral tone; did not fully match the customer's evident frustration or adjust pacing.
X3 Not Met Overall experience conf 94%
Customer had to repeat serial number and email, and the agent did not handle steps on their side, creating unnecessary effort.
Call Transcript18 turns · 20 lines
Speaker 1
Hello. I think there may be something wrong with my router. I went through the the internet company and it said it wasn't there.
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 device's 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. [silence] Hi, thank you for calling Linksys Technical Support. This is Rio, how can I assist you for today? [silence]
00:00
Speaker 1
call. So I'm now going to try with you. So, So while using the router, it's giving me about 50, 35 to 50 download speed when it should be over 100 with my hardwired internet. Yep, I have a cat. Correct. Yep, I have a cat six wire, so it's uh, you know, the best one there is.
01:00
Speaker 2
Okay. I do apologize ma'am you experienced an issue with a router from Linksys you have. May I know by the way uh like can you tell me what's going on or you don't have an internet from your router? Can you can you tell me more about it? Hmm. Oh okay, hardware. This is already hardware from uh I'm sorry for the 35 to 50 download speed that you have right now, did you connect a ethernet cable from your computer down to your Linksys router? Oh, okay. Hardware down computer. Uh how
01:00
Speaker 1
$50. what's? uh, it's, like, 106 download. Yeah. spectrum. Um, hardwired? just the one. The Wi-Fi? One, two, like, five.
02:00
Speaker 2
How much, by the way, is your speed subscription from your internet service provider? Uh-huh. I mean, what's your speed from your internet service provider that you're avail? So, you mean 100 MBPS? Okay. May I know who's your internet service provider? How many links is-- I'm sorry. How many devices are connected in the internet or in the Wi-Fi? Uh, just Wi-Fi. Wi-Fi. Okay.
02:00
Speaker 1
I'm sorry what? I just Google it's the so that's the first thing that yep I just searched internet speed check and the first thing that pops up I use that. Yep that's it confirmed it with spectrum.
03:00
Speaker 2
What's the what's the page you've used them to run some speed checks? What's the speed check page you've used so that you can check the speed of your uh Google what ma'am? Just Google, you just search it. Um you can try by the way, because you need to make sure that that's the correct uh speed that you've been receiving from the router itself. Try let me check how many uh how much is the speed check you've run with them. Okay, 100. Let me check. Can you try to open fast.com, ma'am and try to run speed check from the links, this modem, I'm sorry, this router down to your computer? Okay. Try to open a browser and go to fast.com and run some speed check. Yes.
03:00
Speaker 1
It's definitely slower than that. Like, we, we can't even like the computers, the only thing plugged in hardwired and it won't even load one website. It's twitch.tv. Okay, but it's never been a problem before. Like I've had great internet up and up until recently. My serial number. Would it have a, oh, here it is. Okay.
05:00
Speaker 2
one Oh Huh. Okay. Uh what's the website you're trying to open? Okay Right. So since you've run already a speed test mem and it shows 85 Mbps and if you're uh subscribe for 100, that's actually the accurate already uh speed test that you should have. Are you uh Can you confirm to me what's the serial? what's the serial number for your lynx router?
05:00
Speaker 1
it's 30N10M two nine B zero six one two, four. like for years, for- for and half years. yes
06:00
Speaker 2
How long have you been using this router? [silence] Is this the first time mom you called Linksys? Did you upgrade your internet service provider?
06:00
Speaker 1
No, I've had the same, this whole time. I'm sorry, what was that? Oh, yes. Yep. So, that's Kathleen, K-A-T-H-L-E-E-N Helver, H-A-L-V-E-R-S-O-N. K-A-T-H L-E-E N, Helver, H-A-L-V-E-R-S-O-N13@gmail.com.
07:00
Speaker 2
about email address?
07:00
Speaker 1
No, just Kat Helverson. Kat Helverson, one, free@ gmail.com. correct
08:00
Speaker 2
I'm sorry. Let me just confirm, ma'am. Your email address is Kathleen Halverson. Is that correct? 1 3 at gmail.com. Okay. All right. Got it. That's correct. That's 13 at gmail.com. Okay. Give me 3 minutes. Let me just fill in everything first in the system. Okay so I was able to create a record for you in the system. And just to set proper expectation by the way, the router that you have can actually handle great feed connection especially just 100 Mbps. Now for your concern earlier that you've been experiencing slow internet or slow download for your connection, the troubleshooting that we can only offer for you is you can try to power cycle or do a sequenceless reboot. Turn off your modem, turn off your router and then after that turn on the router. I'm sorry, turn on the modem, wait for the light to turn green and then turn on the router.
08:00
Speaker 1
Okay. I did that. It didn't change anything. Alright. I'm not going to pay for the Internet, so I'm just going to-- Alright, bye. [silence]
10:00
Speaker 2
for it to be stable and turn back on the router that you have and you can try to do some speed check for it. Now, second option, okay. Second option is to reset your router. However, if you're going to reset your router, you are going to delete your current router settings including your Wi-Fi name and Wi-Fi password. Now, checking the router that you have, it's already been out of warranty. Now, for out of warranty devices, ma'am, we no longer provide free technical assistance unless you process a payment for one-time paid support, good for [REDACTED_PAYMENT_DIGITS] minutes troubleshooting. That's $[REDACTED_PAYMENT_DIGITS] in order for us to assist you in troubleshooting. Now, if by chance. Sorry. Okay.
10:00