Call Detail: e99241e6-5f18-11f1-b

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Call Start

2026-06-03 06:53

Duration

8m 58s

Contact

Matt Cheng

Issue Type

Speed/Performance

V2 Outcome

Unresolved

V2 Band

Needs Improvement

Agent & Case Context

Agent

Nathan Amores

HappyFox Case

#LTS00091192

Support Country

Hong Kong

Product Family

ROUTERS

CSAT

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Sentiment Trajectory

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Ticket subject: EA6900 - Unable to disconnect from Guest SSID

V1 Rubric Scores

Resolution1.00/5

Accuracy2.00/5

Communication2.00/5

Protocol1.00/5

Efficiency1.00/5

Overall1.4/5

V2 Rubric Scores

Resolution0.00/5

Technical0.00/5

Communication0.00/5

Ownership0.00/5

Escalation0.00/5

Customer Exp0.00/5

Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to perform any meaningful troubleshooting, ignored the customer's request for escalation, and provided no technical resolution or ownership. Despite repeated customer frustration and a clear escalation trigger, the agent offered no tools, diagnostics, or path forward, resulting in a complete failure to resolve or advance the case.

V1 Case Analysis

Customer reports LN1602 Wi-Fi 7 delivering only ~500 Mbps on 2.5 Gbps fiber; requests senior technician callback. No troubleshooting or next steps provided.

Troubleshooting Steps

None recorded.

Key Observations

Agent did not collect essential device information (serial, warranty, firmware version).
No technical troubleshooting or diagnostics were performed despite clear speed/performance issue.
Customer repeatedly requested escalation to a senior technician; agent failed to arrange it.
Agent asked irrelevant question about water exposure, showing lack of technical direction.

Positive Highlights

Agent remained on the call and acknowledged customer's statements.

Agent Errors / Gaps

Failed to follow standard troubleshooting protocol for speed/performance issues.
Did not verify product model, firmware, or WAN status.
Did not create or reference a support case or warranty lookup.
Provided irrelevant question about water instead of actionable steps.
Failed to escalate or document customer's request for senior technician callback.
Allowed call to end without setting any next steps or follow-up.

V2 Indicator Ratings

Resolution

R1 Not Met Issue actually resolved conf 99%

No resolution was achieved — the customer's speed issue remained unresolved, and no RMA, escalation, or technical fix was executed.

R2 Not Met Diagnostic thoroughness conf 98%

Agent skipped all diagnostic steps: no inquiry into modem, firmware, cable quality, or speed test results; no attempt to isolate the issue.

R3 Not Met Correct resolution path conf 97%

Agent failed to verify warranty status, did not offer best-effort troubleshooting, and provided no path forward for the reported hardware performance issue.

Technical Accuracy

T1 Not Met Technically accurate info conf 97%

Agent did not identify symptoms systematically, asked no targeted questions, and failed to determine root cause (e.g., cabling, firmware, or hardware defect).

T2 Not Met Appropriate tools / resources used conf 96%

No tools were used — no remote access, admin interface check, firmware verification, or speed test guidance — despite the issue requiring them.

T3 Not Met No misinformation conf 95%

Agent provided no accurate technical guidance; the only technical input ('Is the device near WATER?') was irrelevant and confusing.

Communication

C1 Not Met Clear & professional language conf 96%

Agent failed to frame the call, set expectations, or maintain control — allowed customer to dominate, offered no structure or transitions.

C2 Not Met Confirmed understanding conf 95%

Agent used no adaptation in language or tone; did not simplify terms or confirm understanding despite customer's frustration and complex issue.

Customer Ownership

O1 Not Met Ownership & empathy conf 98%

Agent refused transfer, offered no callback, and did not take ownership — passed responsibility back to customer without action.

O2 Not Met Proactive follow-through conf 97%

No clear next steps or timeline — vague promise to 'test' with no defined action, time, or responsible party.

O3 Not Met Closure confirmation conf 96%

Agent ignored prior contact with Li Shan and repeated troubleshooting history — treated issue as new, re-asking for context already provided.

Escalation Judgment

E1 Not Met Correct escalation decision conf 98%

Customer explicitly requested a senior technician and escalation; agent failed to act despite clear trigger and repeated demands.

E2 Not Met Escalation prep & handoff conf 97%

No escalation occurred — therefore no correct path, details, or customer communication about escalation could take place.

Customer Experience

X1 Not Met Customer effort minimised conf 95%

Minimal empathy — only acknowledged frustration after threat of report, with no genuine recognition of repeated effort or distress.

X2 Not Met Tone & rapport conf 94%

Agent did not adapt to customer’s angry, urgent tone — remained passive and unresponsive, failing to de-escalate or engage.

X3 Not Met Overall experience conf 95%

Customer had to repeat requests for a callback and senior tech; agent added no effort-reducing actions.

Call Transcript47 turns · 62 lines

Speaker 2

Welcome to Linksys Support. To assure quality service, your call may be monitored. To continue in English, press 1 now. 普通話,請按R。廣東話,請按3字。請等候技術資源。你可能需要網絡服務供應商提供給你的帳戶密碼。請你準備好。無線產品,請按入。有線產品,請按2。其他產品,請按3。重新請按8,或再按等候。請選以下選項。無線產品,請按入。有線產品,請按2。其他產品,請按3。喂,你好,這隻手好危險,再幫我來。你好,是,聽到的。