V2 Rubric Detail — e19581a6-7f89-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 13:42
Duration
12m 15s
Contact
+447931356424
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00079792
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow Internet Speed.
⚠ 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

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

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp1.07/5
Overall5.9% (-14.1)

V2 Grader Summary

Customer's LAN port speed drop issue remained unresolved as agent failed to conduct meaningful troubleshooting, relied on repetitive questioning, gave technically incorrect advice (suggesting Cat 5e/6 test), refused to escalate despite evidence of hardware issue, and increased customer effort by insisting on factory reset after customer refusal. No ownership, empathy, or effective call control demonstrated.

V1 Case Analysis

Customer reports LAN ports on SPN MX57 dropping from 1 Gbps to 10/100 Mbps. Agent incorrectly advised downgrading Ethernet cables and insisted on factory reset despite refusal. No hardware spec check performed. Call ended with customer disconnecting in frustration.

Troubleshooting Steps
  • Verified firmware version is latest (1.0.2.216808).
  • Incorrectly suggested downgrading Ethernet cable to Cat-5e/6.
  • Repeatedly suggested factory reset despite customer refusal.
Key Observations
  • Agent advised downgrading Ethernet cable to Cat-5e/6 — this is technically incorrect and directly contradicts KB guidance (universal_hardware_speed_limits.md). Higher-category cables do not cause speed negotiation issues.
  • Failed to verify whether SPN MX57 has Gigabit LAN ports — a critical step per KB for diagnosing wired speed caps. This omission is a material accuracy failure.
  • Repeatedly pushed factory reset despite customer's explicit refusal and explanation that it had already been tested — violates protocol on customer consent and efficient troubleshooting.
  • Did not collect serial number, warranty status, or offer escalation path — missing essential protocol steps for hardware fault investigation.
  • Showed poor communication: ignored customer's clear statements, repeated irrelevant questions, and failed to acknowledge frustration until the call was abandoned.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Advised downgrading Ethernet cable to Cat-5e/6 as a fix for speed drop — this is factually incorrect per KB (universal_hardware_speed_limits.md). Higher-category cables do not cause speed negotiation issues.
  • Failed to check hardware specifications to confirm if SPN MX57 supports Gigabit LAN ports — a required step when diagnosing wired speed caps (universal_hardware_speed_limits.md). This is a material accuracy failure.
  • Repeatedly insisted on factory reset after customer explicitly refused and explained it had already been done — violates protocol on customer consent and efficient troubleshooting.
  • Did not offer escalation path, collect serial number, or discuss warranty — missing critical protocol steps for hardware fault cases.
  • Repeated irrelevant questions about cable and laptop despite customer's clear explanation — inefficient and dismissive of customer's expertise.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Customer ended call frustrated with LAN speed issue unresolved; agent offered no solution beyond repeated factory reset suggestions.
R2 Not Met Diagnostic thoroughness conf 97%
Agent repeated same questions about cable/laptop, pushed factory reset without checking router admin UI, port speed, logs, or attempting meaningful diagnostics.
R3 Not Met Correct resolution path conf 95%
Agent insisted on factory reset despite customer refusal and evidence of persistent hardware issue; failed to consider auto-negotiation, firmware, or escalation for OOW-like behavior.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (LAN speed drop) and asked about cable/laptop but did not follow logical sequence to isolate cause (e.g., router settings, port negotiation).
T2 Not Met Appropriate tools / resources used conf 96%
No tools used — agent did not direct customer to check router dashboard (e.g., http://myrouter.info) to verify port speed, firmware, or logs despite being critical for diagnosing auto-negotiation issues.
T3 Not Met No misinformation conf 97%
Agent incorrectly suggested using lower-category cable (Cat 5e/6) as test, implying cable quality caused speed drop — but Cat 8 is superior and not the issue; contradicts networking fundamentals and KB guidance.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set clear expectations, repeatedly asked same questions, lost control, and allowed confrontation without regaining direction.
C2 Not Met Confirmed understanding conf 94%
Agent used scripted, repetitive language and failed to adapt to customer’s technical level or rising frustration, continuing irrelevant queries after being told they were red herrings.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership — instead of exploring alternatives or escalating, insisted on factory reset customer had already refused and deemed unreasonable.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline established; only suggestion was factory reset (rejected). No escalation path or alternative offered.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced or observable; this appears to be first contact on this issue.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Despite clear signs of possible hardware/firmware defect and customer intent to switch brands, agent did not escalate to engineering or higher support.
E2 Not Met Escalation prep & handoff conf 94%
No escalation occurred, so execution cannot be rated positively; failure to escalate when warranted invalidates this indicator.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent said, 'I understand your current frustration,' acknowledging emotion, but earlier responses were dismissive and lacked sincerity or active de-escalation.
X2 Not Met Tone & rapport conf 93%
Agent maintained rigid, scripted tone despite customer’s explicit anger and demand for direct answers, failing to match pace or reduce tension.
X3 Not Met Overall experience conf 95%
Agent asked customer to repeat information already provided (cable type, laptop model) and insisted on factory reset that would disrupt 10+ devices — increasing effort unnecessarily.
Call Transcript20 turns · 23 lines
Speaker 1
Firstly, can you tell me whether my linksys router has got the most up to date version? The linksys router is the SPNX57. Yeah. I've got the linksys app here. I'm looking at the report and I can see all the details.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. My name is Ven, and I'll help you today. What's your Linksys router? SPN MX 57. Do you use the Linksys app? Can you double check what's the current firmware that it's
00:00
Speaker 1
What what? firmware okay umware is 1.0.2.216808. Can you confirm is that the latest version? and. Yeah, it is that the latest version. Is there also software version or is it only a firmware version you need to check? [silence] um [silence] Thanks [silence] Hello, I can't even hear you, the background noisiness. Um, hmm [silence]
01:00
Speaker 2
upgrading as well, the current firmware version of the lynx is it's also shown on the app. Alright, thank you so much for patiently waiting upon double checking internally, it is currently at its latest version. yes,
01:00
Speaker 1
okay, then can you tell me on this model, is there reported instances though I've got a three gigabit input which this model handles. Um, and I put it on a uh, cable to give me one gigabit output. Why suddenly it changes it starts off giving me a one gigabit output and the report shows me that, um, the cable is on the one gigabit per second output. And then after a few minutes, it changes to 10 stroke 100 megabits per second. There must be other people who've complained about the same thing. I can't believe my router is the only one that does that. I'm talking about the LAN connections, not the internet, not the Wi-Fi, the LAN connections. So, I've got a laptop connected connected by LAN cable when I restarted the router it starts off at 1 gigabit per second after a few minutes or sometimes after half an hour it changes back to 10/100 megabit per second. I'm using a cat eight cable the latest what's it got to do with it it's HP made laptop doesn't matter it doesn't matter when I restarted the router I got over 900 megabit per second on this laptop, after a while it's drop back to less than 90 megabit per second. So laptop and cable is nothing to do with it. Do you understand?
02:00
Speaker 2
What's the cable that you're also using? What's the cable that you're currently using? Cat 8. And what's the laptop that you're also using? What's the model? Usually
03:00
Speaker 1
otherwise, I wouldn't have got over 900 megabits per second. It then drops to 10 to 100 megabits per second. And I've tested it in all the ports. So don't ask me to test the port. I've done all the port testing. So, can you tell me that are there any other reports of similar problems on this model? Simple as that? And please don't repeat the questions like what cable am I using? What laptop I'm using? That is a red herring. It's got nothing to do with the dropping of the speed on the LAN ports from your router.
04:00
Speaker 2
all right all right thank you so much for that one but in terms of the current question all right once again thank you so much for that one as well so as you mentioned, you use a cat 8k
04:00
Speaker 1
Exactly. That's right. It's irrespective of what cable I'm using, what laptop I'm using, because the same laptop and same cable gives me over 900. And then after a few minutes, it sometimes after one hour, sometimes after half an hour, but I tested it twice. And within a few minutes, it changes back to 1000 from 1 gigabyte. So again, I ask you the same question. Unless you are hiding the answer. Has anybody else reported or have there been reports of a similar problem on this model of the router?
05:00
Speaker 2
you have an HP laptop. You experience around 900 megabits per second the moment you perform the reboot. After a while, it goes back to 10 over 100. In terms of the current question, in terms of the current question. [silence] Once again, I was just going, I was just about to go into your question as well. In terms of RN, there's no known reports.
05:00
Speaker 1
Okay. On the LAN port. The Wi-Fi is fine. I'm talking about purely on the LAN port. Because if you can't solve it, I'm goinging to switch all my gear to uuh, uh, everything to uh, uh, Netgear instead. Because I know when I phone them up, then they know what the problems are with their hardware, you don't seem to know what the problem is. I've tried, I've tried all that. Look. I I don't mean to say that you're stupid or anything like that. Okay. But I just told you, whichever cable I used, it gave me: [silence]
06:00
Speaker 2
Forgetting about the current situation you're experiencing where it goes from 900 to 145 yes. For reference as well, since what you have here only limits to a one-gigabit connection on the ports, try using a lesser cat cable for example a cat 5E or cat 6 to see if there's any difference that's going to be made.
06:00
Speaker 1
Over 900. If there was a problem with the cable, if there was a problem with the laptop, it wouldn't have given me over 900 for one or two hours before dropping down to 90. Do you understand that? Otherwise, I'll really start thinking that you do not understand simple English. So please, understand, okay? With the same cable, with the same laptop, it starts off giving me $900. After two or three hours, sometimes after a few minutes, it drops down to 1st00. I don't want to repeat that again. Otherwise, I will I will seriously think you do not understand my question or because you don't want to admit there's a problem with the hardware, you're refusing to answer my question. So please think carefully before your next statement. I know that you are not a UK-based company. I know that your hardware is It's manufactured in Singapore or whatever. But that is no excuse not to know your hardware. [silence] and if you give me the silent treatment, I will just phone up and complain that sorry, but your Linksys. [silence] I'm going to get rid of all my Linksys hardware because I can't even get Linksys support to give me an answer to a simple question. [silence] Okay. If you continue giving me the silent treatment, we've already spent nearly nine minutes on the phone call. I will have to put down the phone call because phone because you aren't answering my question. You're giving me the silent treatment. exactly that's right when I reboot the router it goes back to over 900 and then after a few minutes it goes back to 90 on the land speed, the Wi-Fi speed stay at the full speed, it's only the LAN ports no, I refuse to do a factory reset because that's a waste of my time and yours I've got nearly 10 items connected to it by Wi-Fi and by land and I'm not willing to do a factory reset and I have to reset everything on my devices Yeah, and I shouldn't need to do it, I've done it in the past, I've done it in the past
07:00
Speaker 2
You've already performed changing the cat cables to see if there's any difference as you mentioned. Yes, but it still experiences the same thing. You've already rebooted the router and maybe also know if you've already performed a factory reset as well. All right. And maybe know if you have already performed a factory reset as well, just in case. All right, thank you so much for that one. I do understand your current frustration as well with the current concern.
09:00
Speaker 1
And it's still the same problem. So, uh for two reasons I have refused to do it. A: For the inconvenience, be: because that test has been done in the past. It was done by community LibreMed. And it was the same problem. Okay. Are you going to give me the silent treatment again? No. It's already been done. Sorry. It's already been done. I'm not willing to put up with the inconvenience of that. If I rather just get rid of all my LibreTuces and move to NetCares. Good deal.
10:00
Speaker 2
No, I understand you've already performed the troubleshooting as well before. However, if we need to proceed much further on our end, we do need to perform another factory reset. Not because it hasn't been done, but rather it needs to be done again, as we now know that wouldn't have been effective.
10:00
Speaker 1
move everything to NetGear. it's not a matter of Linksys devices. yes. I've got one no one router and two repeaters, mesh devices. then you're clutching at straws. what has that what has that got to do with the LAN speeds? because I told you, the Wi-Fi speeds are over 1900. I'm talking about the LAN speeds. why are you going on about mesh routers? you're clutching at straws now. it's as if you don't know the answer and you're just trying everything in your rulebook. if you are, just tell me, because I don't want to waste my time on somebody who's just going through a book of steps to take to diagnose when we've already tried all of them.
11:00
Speaker 2
How many Lyx has devices do you have in total? You have three, I believe it. All right, on those repeaters, have you tried wiring your laptop there as well? Thank you for watching, thank you. [silence]
11:00
Speaker 1
Then you're wasting my time. Yeah, completely wasting my time. I'll just have to switch over to netcare. Thank you very much. Bye, thank you.
12:00
Speaker 2
I see. However, on our and whe still need to follow these kinds of steps in order to properly isolate if the unit really is considered defective. Alright.
12:00