V2 Rubric Detail — d0f9c384-7011-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 21:15
Duration
17m 12s
Contact
Stephen Welch
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00117879
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to add child node
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated 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

Resolution1.56/5
Technical1.88/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall59.2% (+3.2)

V2 Grader Summary

The agent identified weak signal upstairs and correctly questioned the Netgear extender, but failed to use Linksys-specific diagnostic tools or consider built-in solutions like mesh nodes. While next steps were clear and ownership demonstrated, the 30-second reset instruction was inaccurate, and the core issue remained unresolved. Empathy and customer effort reduction were adequate but not fully optimized.

V1 Case Analysis

Customer (Stephen) reports iPad buffering upstairs; Netgear extender identified as bottleneck. Advised to reset extender downstairs. No Linksys-side diagnostics performed. Issue unresolved.

Troubleshooting Steps
  • Ran speed test on iPad upstairs via Netgear extender (0.4 Mbps down)
  • Ran speed test on device near router (435 Mbps down)
  • Identified Netgear extender as likely cause
  • Advised customer to reset and reconfigure extender downstairs
Key Observations
  • Agent correctly identified the Netgear extender as the bottleneck based on location and speed disparity ([14:00]).
  • No verification of ISP speed via modem-direct test was performed, violating standard diagnostics protocol (per universal_speed_performance.md and universal_speed_below_plan.md).
  • No assessment of WiFi signal strength, band, or router settings was conducted, despite clear symptoms of range/performance degradation.
  • Model and serial number were captured accurately but not used for model-specific guidance.
  • No empathy or acknowledgment of customer frustration was offered.
Positive Highlights
  • Correctly identified the Netgear extender as the likely cause based on location and speed test disparity ([14:00]).
  • Captured the router model (MX4200) and serial number (48H10M58C8F) accurately ([05:00]-[06:00]).
  • Provided a clear, actionable next step (reset and reconfigure extender downstairs) ([15:00]).
  • Technical advice regarding the extender reset procedure was accurate and aligned with general networking best practices.
Agent Errors / Gaps
  • Failed to perform a modem-direct speed test to rule out ISP issues (per KB guidance).
  • Did not test wired vs. wireless performance through the Linksys router to isolate the issue.
  • Skipped standard WiFi diagnostics (signal strength, band, channel) despite clear symptoms of range/performance degradation.
  • Did not verify whether the extender was properly paired or placed optimally before recommending a full reset.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the issue was with the Netgear extender and stated 'There is no issue with this one' regarding the Linksys router, but did not resolve the core customer problem: iPad buffering and inability to stream. The fix was outsourced to a third party without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent conducted a speed test upstairs and correctly observed poor performance (.4 Mbps), identifying weak signal reach, but did not perform any diagnostic steps on the Linksys system (e.g., signal strength check, band selection, or router settings) before attributing the issue solely to the extender.
R3 Partially Met Correct resolution path conf 93%
Agent reasonably identified the third-party extender as a likely culprit and recommended resetting it, which is a valid path; however, failed to offer a Linksys-based alternative (e.g., adding a Velop node or using built-in mesh capabilities), missing an opportunity for best-effort troubleshooting within scope.
Technical Accuracy
T1 Partially Met Technically accurate info conf 94%
Agent identified the symptom (buffering on iPad) and used a speed test to confirm poor performance upstairs, but asked no follow-up questions about device placement, Wi-Fi band, or interference, and did not logically sequence diagnostics beyond blaming the extender.
T2 Not Met Appropriate tools / resources used conf 96%
Agent relied solely on customer-reported speed tests but did not use any Linksys-specific tools (e.g., accessing http://myrouter.local to check signal strength, Wi-Fi bands, or node status) despite the issue involving a Linksys router and known streaming problems — a clear omission of necessary diagnostic tools.
T3 Partially Met No misinformation conf 91%
Agent correctly stated the router was performing well and recommended resetting the extender, but instructed holding the reset button for '30 seconds' — a duration not aligned with standard reset procedures (typically 10–20 seconds or until LED flash); this materially incorrect instruction reduces confidence in technical accuracy.
Communication
C1 Met Clear & professional language conf 97%
Agent maintained control of the call, asked relevant questions, guided the customer through testing, and provided a clear next step, closing the interaction professionally.
C2 Met Confirmed understanding conf 96%
Agent used accessible language, avoided jargon, confirmed understanding ('Now I’m connected'), and adapted to the customer’s pace and questions.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent offered to create a case ticket, collected contact information, and did not transfer the call, demonstrating ownership of the support interaction.
O2 Met Proactive follow-through conf 95%
Agent provided specific next steps: move extender downstairs, reset for 30 seconds, and run setup, while requesting an email for follow-up, establishing clear expectations.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
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 92%
Agent was polite and professional but did not acknowledge the customer’s frustration with repeated buffering or the inconvenience of having to reconfigure a third-party device, missing an empathy opportunity.
X2 Met Tone & rapport conf 95%
Agent matched the customer’s tone, responded patiently to delays and questions, and kept the customer engaged throughout the troubleshooting attempt.
X3 Partially Met Overall experience conf 89%
Agent reduced repetition by collecting information once, but required the customer to handle all corrective actions (moving, resetting, reinstalling a third-party extender) without offering simpler in-scope alternatives (e.g., using router Wi-Fi directly or adding a Linksys node).
Call Transcript20 turns · 25 lines
Speaker 1
is Steve Holmes. [silence] Yes, H O L M E S.
00:00
Speaker 2
Thank you for calling LENIsys. my name is Nate, and who am I speaking with? Stephen. All right. How can I help?
00:00
Speaker 1
I have TDS internet, but I have a Linksys Router and I'm having problems with-like our internet on the iPad and streaming on the TV. And so they told me to call you. The street address? Of Ryan St. Oh, I can find out for you. [silence] I am staying here with a family member with you guys today, and they were going to come and they had to go to bed. So if it's easier I could have them call you. [silence] Lot of it they're telling me it's because I have the Linksys router, but I'm not having a problem with my Wi-Fi on my laptop or my TV's, my phone, I'm having a problem with it on my iPad when I'm trying to stream. And then when, and then the other one and okay, it takes over 20 minutes to load. And then when I pull up like Netflix or Hulu or something like that, if I select a show [silence] and [silence] then I have to wait like 15 minutes before it actually starts streaming and tends to keep buffers. My phone is hotspotting pretty well for right now. [silence]Wi-Fi 11 standard. [silence]
01:00
Speaker 2
What is the speed that you're getting? Have you tried testing the speed tests? No, no. Have you tried running a speed test? Speed test on your computer. Do you know the speed of your internet?
01:00
Speaker 1
I'm still here, I just had to come downstairs. [silence] Now I'm trying to get up a speed test. Yeah. Here's a different one. I'll use that one. Download is 453.18. It's doing it right now. 435.40. It's a lynkes. Okay. Serial number is 4, 8, H, as in Harvey, 10, M, as in Mary, 58, C, as in Cat, 8, F, as in Frank.
02:00
Speaker 2
Mhm. And upload. That's a good speed. That has nothing to do with your the issue on your connectivity is not on your router. Your router is running fast. Give me the model of your router. Let's take a look if it's a good model or not. Yes. Underneath there is a model underneath. Give me serial number. [silence]
05:00
Speaker 1
Cat 01308. 4.8 H is in Harvey 10 M is in Mary 5-8 C is cat 01308. Well that's what I was told when I when I. [silence]
06:00
Speaker 2
freedom Yeah. Yet again. one more time. can I repeat? I cannot see it. The, yes, this is a good model. This is an. I've got 4200.
06:00
Speaker 1
I bought it. that this was a good model to have. So, so, um, like say, when we go on the internet on our iPads upstairs, we continue to get searching going on all the time. there is no issue down here because that that's where the, um, router is at. But I have a net gear, um, plug-in Wi-Fi extender upstairs.
07:00
Speaker 2
What is the issue on that you're encountering?
07:00
Speaker 1
So up here, it says not connected, but Wi-Fi net networks are available. I have a speed test on here called Oaklop. How do I do that? Say that again.
09:00
Speaker 2
So, when you're trying to connect, are you trying to connect to the netgear extender or to the original wi-fi? Yeah, correct. That's a good. Can you connect the device to the available wi-fi and that's a question? Most likely, it is your extender. What are the available wi-fi that you can see? Upstairs. [silence] you should be able to see available Wi-Fi in your device, let's say laptop or tablet. What are the names of the available Wi-Fi? Are you connected to it? Can you try to connect?
09:00
Speaker 1
Still searching. Still trying to connect. I know. Okay, now I'm connected. Hold on a second. [silence] So, Download is .4. Upload is 0.19. Okay. Uh-huh. Okay. Okay. So, when you say I need I'm sorry.
11:00
Speaker 2
And that's the reason why you have no speed, no connection on the upper floor. The signal is not getting through to the upper floor. Now, your solution for this one is, you may need to reconfigure your Netgear extender. You need to bring the Netgear extender downstairs, reformat it, reinstall it. Okay. You need to reconfigure your Netgear extender. You need to bring it downstairs and then run the speed test. I'm not familiar with Netgear extender. You may need to call the Netgear support to assist you in this one. But your link's router is good. There's no issue with this one.
14:00
Speaker 1
Surely. When you say I need to take the extender downstairs, can I just plug that in near the router? And then what happens? OK. OK. OK. Oh, OK. S as in Sam
15:00
Speaker 2
you know yes right correct okay uh what you're gonna do is unplug the extender from the upper floor bring it downstairs plug it in and then there is a reset button on that one you need to press the reset button for 30 seconds and then after that you need to run the installation procedure on how to run the installation procedure I do not know that one you have to get that instruction coming from net there yes um All right that will do the rest. can you please give an email that I can work with to create a case ticket for you
15:00
Speaker 1
C is in cat. Mean, from, Mary, SS and Sam. at S B C global. Net. Uh-huh. It is. Okay. But you said plug it in? Now, I should probably wait for all the lights to come on first before I try to reset it, right? Okay, okay. Well, thank you so much for your help. Um, now...
16:00
Speaker 2
[KEEP_UNCERTAIN] All right. Just in case you need additional help. After the Netgear has completed the set up. Then give us a call. I believe the problem is just on the Netgear extender decisionary solution. All you need to do is reinstall the extender and then run the setup. They will help you. You can give a callback to them. All right then. Now you are now? Yep. Yes. Correct. Okay. Good luck Steve. Good luck Steve. Let me. I
16:00
Speaker 1
thank you
17:00
Speaker 2
Masai. Right. Nice to see. See? Bye-bye.
17:00