V2 Rubric Detail — e1392ffc-68f8-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 20:29
Duration
32m 16s
Contact
Robert
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00133495
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met — materially incorrect technical information provided (misattribution of speed test results), which derails diagnosis and risks customer taking incorrect action.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.0/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership2.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-20.0)

V2 Grader Summary

The agent failed to resolve the issue and provided materially inaccurate technical information, claiming the Linksys router outperformed the ISP modem when the opposite was true. Troubleshooting was incomplete, tools were not used, and communication lacked empathy and control. Despite offering a next step with timeline, the interaction constitutes a critical failure due to the factual error, warranting auto-zero.

V1 Case Analysis

Customer reports MR7000 router delivering ~70 Mbps vs ~347 Mbps on ISP modem (both wired). Agent misrepresented speed test results, provided incorrect URLs (w.linksis.com), and suggested factory reset as first step without basic troubleshooting. No resolution achieved.

Troubleshooting Steps
  • Attempted to collect serial/model (garbled but normalized to MR7000/59AS10M29)
  • Asked whether speed test was wired/wireless
  • Asked if customer used VPN (irrelevant to speed issue)
  • Suggested factory reset without prior troubleshooting
Key Observations
  • Agent fundamentally misunderstood the core issue: repeatedly claimed the Linksys router was faster than the ISP modem when the customer stated the opposite.
  • No adherence to KB troubleshooting flow: failed to verify modem speed directly, perform power-cycle, check firmware, or inspect WAN port.
  • Provided materially incorrect technical information: URLs w.linksis.com and linksis.com are not official Linksys domains.
  • Suggested factory reset as first troubleshooting step, violating KB escalation protocol which lists reboot as Step 1 and factory reset as last resort.
  • Gave contradictory and confusing information about which device was delivering which speed, causing customer frustration and loss of trust.
Positive Highlights
  • Agent offered to email instructions (though content was incorrect and unvalidated).
  • Maintained call availability despite confusion and did not abruptly disconnect.
Agent Errors / Gaps
  • Misunderstood and misrepresented customer's speed test results, claiming router delivered 347 Mbps vs modem's 300 Mbps (transcript [27:00]-[28:00]).
  • Failed to follow KB-mandated speed-performance troubleshooting path: no modem-direct test, no power-cycle, no firmware check.
  • Provided incorrect and unsafe URLs: w.linksis.com and linksis.com (correct: support.linksys.com, myrouter.local).
  • Suggested factory reset as first troubleshooting step, violating KB escalation protocol.
  • Repeatedly misheard and failed to confirm product model/serial, leading to protocol failure.
  • Gave confusing/contradictory speed information, violating ACCURACY and COMMUNICATION standards.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent proposes a factory reset and sends steps but does not confirm resolution; issue remains unresolved by end of call.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent asks about wired vs wireless speeds and tests, but skips key steps like rebooting modem/router or checking firmware.
R3 Partially Met Correct resolution path conf 85%
Agent suggests reset without confirming warranty status or attempting remote troubleshooting; path is reasonable but incomplete.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identifies low speed symptom and asks relevant questions, but misinterprets test results multiple times.
T2 Not Met Appropriate tools / resources used conf 95%
Agent relies solely on customer's verbal description; does not use router interface, logs, or remote tools to verify.
T3 Not Met No misinformation conf 95%
Agent incorrectly claims Linksys router delivers 347 Mbps while ISP modem only gives 300 Mbps, reversing actual performance.
Communication
C1 Not Met Clear & professional language conf 90%
Agent fails to frame call, set expectations, or maintain control; conversation is disjointed and repetitive.
C2 Not Met Confirmed understanding conf 90%
Agent uses technical terms without checking understanding; does not adapt to customer’s confusion or frustration.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent suggests disruptive reset without taking ownership; offers no alternative solutions or direct support.
O2 Met Proactive follow-through conf 90%
Agent provides clear next step (reset), timeline (~60 minutes downtime), and commits to email instructions.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none clearly warranted given unresolved diagnostic state.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent shows no empathy; fails to acknowledge customer frustration or repeated effort.
X2 Not Met Tone & rapport conf 90%
Agent does not adapt tone or pace; customer repeats information due to lack of engagement.
X3 Not Met Overall experience conf 90%
Customer repeats serial number and speed results multiple times; agent fails to reduce effort or streamline process.
Call Transcript38 turns · 43 lines
Speaker 1
[silence] [silence] Fuck. Fuck. Reset one, back. Yeah. back. Uh-- uh--
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. Register your product by visiting register.links.com. Please have your device serial number ready. [silence] For assistance, press 1 now. [silence] For out of warranty products, paid support may be available depending on your issue. [silence] To hear more about your service options, press 2. Please select from the following options. [silence] For in-warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. [silence] For assistance, press 1 now. [silence] For out of warranty products, paid support may be available depending on your issue. [silence] To hear more about your service options, press 2. [silence] To hear these options again, For in warranty products, our support team is available to help with performance and hardware issues. 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. To hear more about your service options, press two. To hear these options again, press eight. Please remain on the line for assistance. [silence]
00:00
Speaker 1
I put the motor token over your window for Wednesday. You should see an email. The motor for the bar unit. The uh from our provider, we're getting 300 um megabytes, whatever that is. But out of your router, we're only getting 70, 80 on the speed test.
10:00
Speaker 2
Okay. Thank you for calling links of technical support. This is Charm. How can I see you with today? Okay. Um yes sorry. May know what's the problem with your router? Okay
12:00
Speaker 1
So that's the problem. So it's dropping the, uh, uh, the, uh, when we're downloading, it's dropping the speed. And then we lose the phone lines, then and then the other computers. Correct. It just started last week. Oop. Oop. None of that.
13:00
Speaker 2
I see. Right. So on your modem from the internet service provider you're getting 300 mbps. However, on the Linksys router you're getting only 70 mbps. And how long have you been experiencing I mean experiencing this issue, sir? just to confirm only did you upgrade your subscribe speed or change your modem lately?
13:00
Speaker 1
Sure. The serial number is five nine AS in Apple one zero Mary two nine, the model number is a Mary boy Eric seven thousand.
14:00
Speaker 2
mhm. all right one moment here. they kind of repeat the serial numbers here. let me check if i got it right. so it's five nine alpha one zero mary.
14:00
Speaker 1
21. 29 David 05, 721. amini wet? uh on de off is this one. uh spectrum I'm sorry can you repeat that again we connected directly to it and just test the uh the speed on it coming out that's it yes yeah yeah laptop laptop no wire actually now it lost that connection so i have to switch a port because we notice that Um Well, let me switch a port. I
15:00
Speaker 2
and what troubleshooting have you done so far with this Linksys router? What troubleshooting have you done so far with this Linksys router? Right, um, what laptop did are you using a laptop or what device did you use to connect to the internet there? All right, did you connect a wired directly to her or wirelessly?
16:00
Speaker 1
I cannot get the speed reading on it. And when I connect to the provider router, I can get the speed right away. But on this one, somehow now it's trying to look for it, but it's not like it's not connecting to the Internet. Okay, I got connected. So it says on the download, I'm getting 86.42 and the upload 22.41. The user is 300. I can run a test right now. Hold on, let me connect to the other one. Hold on.
17:00
Speaker 2
Mm-hmm. Okay. Yes. Uh-huh. She's - ah - What speed does the user?
17:00
Speaker 1
I'm at 320. 330 on the uh, download. let me see. it's just doing it right now. 40. so. download three 47 upload 22. Wire. No, wire. Yes. Correct. 347. Correct. That is the Steve test.
18:00
Speaker 2
Um, is it connected wired directly, sure, or, wirelessly? Directly to the router? All right. So you're getting three 27 Mbps or 347? All right, 347. And what speed test did you use, or is it speedtest.com? Is it fast.com? All right. So this is for the Lynx ESF router, right? 347 Mbps.
19:00
Speaker 1
[silence] Uh, correct. Correct. I'm sorry, Diablo is 22. Correct. Diablo. Uh-huh. Um, [silence] um, [silence] um, [silence] um, [silence] uh, um, [silence]
20:00
Speaker 2
And this is for the downloads, correct? But 347. And how much is the upload again? 42 Mbps for the uploads. Mm-hmm. Mm-hmm. So it means that you're getting a higher connection on the downloads using a wire directly to the Linksys router, rather than to your modem. Because on your modem, you're getting only 360 Mbps, correct?
20:00
Speaker 1
Correct. Correct. I'm sorry. You want me to connect wireless? Ok hold on. Let me connect that.
21:00
Speaker 2
When you wired it directly? How about when you connect it to wireless, sir? Or how about you connect it to the Wi-Fi? How much speed you're getting? Yes, please, so that we can see if there's a difference.
21:00
Speaker 1
How far? . Forty. You came in there. error cannot connect to test the server. uh, hold on. refresh my page. uh, I lost the internet. uh, Wi-Fi. yeah. yeah, let me uh, connect to the yeah, no, I'm trying to connect right now. All right. I got connected now, so let me run that test.
22:00
Speaker 2
Sir, have you unplugged your cable yet? You cannot find your network name, your Wi-Fi name? All right, try to connect.
23:00
Speaker 1
no. So, Wi-Fi, I'm wondering... All right. James goodbye. No. That's. No, none of that. [silence]
24:00
Speaker 2
And your laptop don't have any VPN, right? Any VPN or whatever.
24:00
Speaker 1
347. Yeah, the speed coming from the provider is 347. How much am I paying for it for the service, you mean. I have no idea. I don't pay the bill. What that has to do with this?
25:00
Speaker 2
And how much is your subscribe speed again, sir? Yes. From your internet service provider. Uhm, your subscribe speed from your internet service provider is 347. Uhm, no, sir, what I mean is your subscribe speed, how much you're paying for the speed or what speed you're getting. Yes, sir. [silence]
25:00
Speaker 1
I mean, if if if you see, if right, if if you see if I'm getting 300, that means that we're paying for 300. And actually, it's going going over well above that. Could be 400. So we're we're way off that. So I'm telling there is something going on with your equipment and this is causing our equipment. We can you really test it? So how much do we pay for it? It has nothing to do with this because we're paying what they're supposed to give us. So there is something going on with your is there any way you can troubleshoot it or not?
26:00
Speaker 2
Sure. Because we don't we won't know if you're getting the correct speed from your internet service provider. If you will say your subscribed speed is 300, 500 or whatsoever, then we could check Mhm. However, all right, but uh um, we're just isolating it yet first. However, when you do a speed test earlier when you I asked you to do it using it wired directly, you mentioned that the speed is 347 mbps.
26:00
Speaker 1
Correct. Correct. Right. No, no, no, no, no, no. You're getting the opposite. You're not getting. No, no, no, no, no, no, no, no, no. That's service provider we get in 347. Your link's is router we only getting 70. Whatever number I told you earlier, the lower numbers are yours. The higher numbers are theirs. We already call that service provider. Nothing is above. One two three four five seven eight nine 10. All right. I'll hang up and call you back.. mhm
27:00
Speaker 2
the Linksys route it's coming from the Linksys route is that correct uh-huh yeah and it's 340 from the Linksys route however on your um internet service provider modem from the spectrum modem you're only getting 300 Mbps uh all right wired wired All right, so it means there that there's something wrong with your internet service provider modem because you're only getting 300 Mbps while you use the Linksys route you're getting 347 Mbps instead. That's why
27:00
Speaker 1
And they tested their system and there's nothing wrong with it. We're getting what we're supposed to. So the problem is within your system. Do we need to get in the settings? Is the equipment bad? That's what we need to know. But you're getting the opposite. You're, you didn't catch that information correctly because the lower numbers are yours. The higher numbers are theirs. No, no, no. Well, I'm, well, yeah, then you didn't get it right. So that's why I'm saying it's not from that Lynch's, right? 347 is not from them. That wouldn't make any sense because the provider cannot be lower than the rest of it. So. Uhm.
28:00
Speaker 2
That's why I asked you earlier, sir, two times already. If that 347 you're getting when you do a speed test, if it's from the LinSys router, you answer, yeah, it's from LinSys router. That's why I'm a bit confused. All right. All right. So here's the thing, sir. Here's what we will do to your LinSys router.
28:00
Speaker 1
Okay Okay. For how For how long? Yeah. How long do you think I'd be disconnected? [silence] 60 minutes Okay
29:00
Speaker 2
speaker 0: So, we will try to, we will reset this device. speakers 0: So, once we reset this device, err, it will go back to its default settings and we need to set it up again. speakers 0: And then you need to observe the connection after within 24 hours. speakers 0: So, once it's go back to default settings, all the devices that are connected to your Linksys router will be disconnected and you need to connect it again manually. Are you okay with this? Uh, what do you mean how long? How long we troubleshoot this? All right. speakers 0: So, you will be disconnected for about once we set it up, then you're good to go. Uh, 60 minutes.
29:00
Speaker 1
Oh, no, no, no, that that can happen. Okay. Yeah, no, I can't happen. This is a business and uh, we need to operate. So, I need to know what are the steps? Can you send me the steps or or how to do this and what to do next? Okay. Yeah. Yeah. Okay, yeah, let's do that please, cuz yeah, I cannot be off for an hour. Okay. All right. Yeah. Do you have you want my email? Serviced@therma-code.com.
30:00
Speaker 2
Yes, sir. An hour. Yes, I could send you this step-by-step instruction on how to troubleshoot it, yourself. And if there is a problem, then you can contact us back, so that we can assist you on how far you're getting troubleshooting it. All right? Mm-hmm. Yes. You can reset this one or troubleshoot it after the working hours, so that you have more time. Okay. So can, can you provide your email address? Uh-huh. Hmm. [silence]
30:00
Speaker 1
L. A. R. T-T-O dot com. Robert. Okay. Do you have a chat service or you don't a chat chatting online chatting chatting. Okay. Is that I didn't see that cuz I was yeah cuz I was looking for it and I couldn't find any links for that. Mhm. [silence]
31:00
Speaker 2
Mhm. Got it. And also, so can you provide your first and last name? Robert. All right. So, Robert, if you have time, also, we are open from 8:00 a.m. to 11:00 p.m. Eastern Standard time. Then you can contact us back so that we can assist you on how to troubleshoot it. What is it again? What do you mean by chat? Service? A chat. Yes, we have a chat. We have a chat service also. You can just go to our website to the w.Linksys.com. That's yeah. So just go to Linksys.com/support. Then you can see it there, our chat for it.
31:00
Speaker 1
Uh, okay. Uh, sounds good. Okay. Thank you. Yep. You too. Bye.
32:00
Speaker 2
All. All. All. right, you this stuff is up instruction on how to quickly. All right for now.
32:00