V2 Rubric Detail — e52844ca-7ec6-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 14:26
Duration
11m 10s
Contact
216-280-4721
Issue Type
—
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00084942
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: poor wireless range_slow 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

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall57.8% (+37.8)

V2 Grader Summary

The agent identified the Wi‑Fi speed discrepancy and suggested separating the 2.4GHz/5GHz bands and power‑cycling the router, but did not complete a full troubleshooting flow or verify a fix. Ownership and next‑step communication were solid, yet the issue remained unresolved, leading to a partial resolution outcome.

V1 Case Analysis

Troubleshooting Steps

None recorded.

Key Observations

None recorded.

Positive Highlights

None recorded.

Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed the Wi‑Fi speed issue was fixed; only suggested separating bands and power‑cycling.
R2 Partially Met Diagnostic thoroughness conf 88%
Agent asked about ISP, speed test results, VPN, and number of devices, then suggested separating 2.4GHz/5GHz and a power‑cycle, but did not walk through full troubleshooting steps.
R3 Partially Met Correct resolution path conf 85%
Suggested a reasonable path (band separation → power‑cycle → reset if needed) for a Wi‑Fi speed complaint, but omitted other common fixes (router placement, interference, device load).
Technical Accuracy
T1 Partially Met Technically accurate info conf 87%
Identified symptoms (wired 862Mbps vs wireless ~440Mbps) and asked relevant questions, yet did not pinpoint a root cause.
T2 Partially Met Appropriate tools / resources used conf 80%
Used the Windows Network‑Sharing Center to view link speed, but did not employ router‑admin tools or a speed‑test site as a diagnostic aid.
T3 Met No misinformation conf 93%
All technical statements (speed discrepancy, VPN off, band separation, power‑cycle) were accurate and aligned with KB guidance.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent gave a rough timeline (“maybe 45 minutes”) and a next‑step plan, but the call lacked clear framing and smooth transitions.
C2 Partially Met Confirmed understanding conf 80%
Used lay‑person language for most of the call, but occasionally slipped into vague phrasing and did not consistently confirm the customer’s understanding.
Customer Ownership
O1 Met Ownership & empathy conf 94%
Agent stayed on the call, did not transfer, and provided a ticket number to avoid the customer repeating information.
O2 Met Proactive follow-through conf 90%
Provided concrete next steps (separate networks, power‑cycle, reset if needed) and gave a ticket number for follow‑up.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for this Wi‑Fi speed 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 78%
Agent was polite and thanked the customer, but did not explicitly acknowledge frustration or show strong empathy.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a steady pace but did not noticeably adapt tone to the customer’s hurried schedule.
X3 Met Overall experience conf 92%
Provided a ticket number to prevent the customer from having to repeat information and gave a concise action plan.
Call Transcript20 turns · 22 lines
Speaker 1
Hi, my name is Gary Sosenko, S-O-S- E-N-K-O. I have a Linksys router. How do I know I have the latest uh software update? Um because I I have I have really high speed internet internet when it's wired into my computer, but when I'm when I'm roaming throughout the house, it's not as fast as as it should be.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support<linksys.com for additional information about your product. Hello. Thank you for calling Linksys technical support. This is Tom. How can I assist you today? [silence] After 2:00 p.m., we have a meeting. Oh, yes, sir. Got it. So if I'm, sir, did you just upgraded your internet speed lately, or changed your modem? So, I see, yes, sir. Can you provide the model number and serial number of your linksys router? Got it. Moment here. And, so, may I know who is your internet service provider, sir? Spectrum. And how to much is your subscribe speeds or what is your subscribe speed?
00:00
Speaker 1
I just switched. I just... The spectrum, you mean. I'm just supposed to get one gig. Well, on... on the... uh... wired computer. I'm gonna speed test here. And then on the uh... laptop. On the wired one, I'm getting... it looks like... I don't know. 584. And the laptop, I'm getting 390. Okay? My desktop, which is wired, I'm at 584.
02:00
Speaker 2
Yes, VR subscribes. [silence] Yes. [silence] And when you do a speed test, how much you're getting? [silence] What is that? I guess, sir, how much is getting?
02:00
Speaker 1
404 and my laptop I got 390. we run another test. The desktop is but the laptop isn't. Wireless. right. Now I got 862 on the desktop and 404 on the laptop. I'm using speedtest.net.silent
03:00
Speaker 2
three, nine. and this is wired directly into your Linksys router? is this correct? your laptop is connected wireless. and can you tell me what speed test you're using? is it third party like Speed Test?
03:00
Speaker 1
Yeah, yeah, 404. Yeah. Windows, Windows. On my laptop? Okay, my control panel. What the hell's that?
04:00
Speaker 2
So, when you are connected wirelessly, you're only getting 440 Mbps, correct? But when it's wired, it's 862. Right. Your laptop through, is it a Windows or a? Oan...ose. All right. So, can you go to the Control Panel? Let's try to check what your link speed. Yes. Yes, please. And then go to Network and Sharing Center.
04:00
Speaker 1
network and sharing. Okay. Yeah, I see my net, I see my network. Yeah. Okay. Yeah. Okay. Yes. That's the speed, 8.67.
05:00
Speaker 2
yes then what else did you see that you see their network internet sharing again can you see the change adapter settings there on the left pain yes kindly click that one and then go to the Wi-Fi click right right click the mouse and status click status yes yes and can you tell me what's the link speed of your laptop a866
05:00
Speaker 1
Right. 866.7 It's off. I do have a VPN McAfee that I've thrown on. only when I travel. Hmm. None. No, no.
06:00
Speaker 2
So, it's 866 Mbps. Okay. And your laptop doesn't have any VPN, right? The VPN of that is off. [silence] Wait a moment here. And what troubleshooting have you done so far with your Linksys router? Okay. You did not do anything yet. All right.
06:00
Speaker 1
I be happy with the speed is it is? Yeah. Yeah. I don't know. I don't know. [silence]
07:00
Speaker 2
Uh, for the wireless connection? Sir, no, because you mentioned that your internet, or your subscribed speed is one gig, but you're only getting, uh, 440, for the wireless. So it's not a good connection. But let's check that. [silence] All right, and just to confirm, sorry. Your network, is it separated like do you have a 2.4 network and a 5 GHz network? Uh. Mr. Mm. Okay. Let's check that.
07:00
Speaker 1
[silence] good point. Probably not even that much. [silence] let's get four [silence] I get bump that up I don't think it's a good idea at the Rocky half. [silence] there's just as many. [silence] definitely helping him with tactics.
08:00
Speaker 2
and how far is this laptop Sir from your from the router? Mm. I see it. [ silence] all right here. And how many devices are connected to your Wi-Fi sir?
08:00
Speaker 1
laptop, a Mac computer, uh, one, two, three, four TVs throughout the house. Is this going to take is this going to take a long time? Cuz I I gotta be someplace in a half in about 20 minutes. oh, I'm, I'm what do you think has to be done to
09:00
Speaker 2
Okay, Got it. Okay, How about this one, sir? Let's try to separate the network of your Wi-Fi. Like you will have a 2.4 and a 5 gigs network and then we will power cycle this device or this router after. So, I guess it will take about maybe 45 minutes there. But if it's not the right time, then you can contact us back if you want. I will put a record here or take a note of that one here.
09:00
Speaker 1
the links just don't have to be recycled or what? Oh, yeah, I don't have enough time right now. But yeah, yeah, that's click item number. Yeah. Okay. Thank you. Yeah. Thank you.
10:00
Speaker 2
we will just separate the network, and then once we separate the network, we will do a power cycle and then check the speed test after. If it doesn't work, then that's that time. You will reset your router and set it up again. Right. I could provide you a ticket number so just in case you will contact us back so that you can you will not repeat yourself. right. So, the ticket number sir is are you ready? Right. It's L for Lima, T for Tango. S for Sam, 00084942. All right. Thank you so much, sir. so you don't need to repeat yourself. just provide that ticket number. All right. All right. Thank you so much.
10:00