The agent failed to perform any KB-supported diagnostics, instead providing technically unsupported claims regarding a 130 Mbps limit and using Google Maps for speed testing. No troubleshooting was attempted before recommending a hardware upgrade, leaving the issue unresolved.
V1 Case Analysis
Customer reported slow Wi-Fi on EA7500 router. Agent incorrectly identified model as EA750, claimed incorrect speed limits (130 Mbps max, 10 Mbps to laptop), and recommended enabling Google Maps location (irrelevant). No troubleshooting performed. Advised upgrade without verifying ISP, speed test, or configuration. Warranty status inferred as expired.
Troubleshooting Steps
Collected serial number
Incorrect model identification (EA750)
Stated unsupported speed limits
Recommended enabling Google Maps location (irrelevant)
Key Observations
Agent misidentified the router model as EA750 (invalid; EA7500 is the correct model).
Provided factually incorrect technical information: claimed router maxes at 130 Mbps and delivers only 10 Mbps to laptop — contradicts KB and hardware specs.
Recommended enabling Google Maps location to check Wi-Fi speed — irrelevant and technically invalid advice.
No standard speed/performance troubleshooting steps were performed (e.g., speed test, ISP check, channel adjustment).
Warranty status inferred as expired based on agent statement, but no lookup was performed.
No KB article or standard diagnostic flow was referenced or followed.
Positive Highlights
Collected the customer's serial number promptly and accurately at [05:00].
Used proper call greeting and closing etiquette.
Agent Errors / Gaps
Incorrect model identification: EA750 is not a valid Linksys model (transcript [05:00]); likely confused with EA7500.
False technical claim: stated router can only output 130 Mbps and 10 Mbps to laptop — contradicts universal_hardware_speed_limits.md and EA7500 specs (supports up to 1.9 Gbps).
Irrelevant and incorrect recommendation: advised enabling Google Maps location to check Wi-Fi speed — no KB supports this, and it has no technical basis.
Failed to perform any valid troubleshooting for slow Wi-Fi: skipped ISP check, speed test, channel settings, placement, or firmware update per universal_speed_performance.md and universal_speed_below_plan.md.
Did not verify warranty status or support eligibility despite claiming support ended last May — no lookup performed, no evidence provided.
Did not access or reference any KB article or standard diagnostic flow.
Did not confirm whether the issue was with ISP, router, or device — skipped Step 1 of all relevant KBs.
V2 Indicator Ratings
Resolution
R1Not MetIssue actually resolvedconf 95%
Agent suggested upgrading the router but did not resolve or improve the customer's Wi-Fi speed; no functional restoration or workaround was provided.
R2Not MetDiagnostic thoroughnessconf 90%
No troubleshooting steps (e.g., speed test at modem, firmware check, channel settings) were performed before recommending an upgrade.
R3Partially MetCorrect resolution pathconf 85%
Agent correctly identified the EA750 as legacy and out of support, but failed to conduct even basic best-effort troubleshooting (e.g., firmware update, placement advice) before defaulting to 'upgrade only'.
Technical Accuracy
T1Not MetTechnically accurate infoconf 95%
Agent did not ask about ISP speed, device location, interference, or connected devices; skipped logical diagnostic sequence.
No use of tools (admin UI, speed test, logs); relied solely on unsupported claims about speed limits and Google Maps location.
T3Not MetNo misinformationconf 95%
Agent claimed EA750 has a 130 Mbps limit and advised enabling Google Maps location to measure speed; neither claim is supported by the KB, and the KB recommends speedtest.net or fast.com.
Communication
C1Not MetClear & professional languageconf 90%
Call lacked structure: no initial framing, abrupt transitions, and no control over direction; agent deferred to lead without explanation.
C2Partially MetConfirmed understandingconf 80%
Agent used terms like 'legacy router' and 'wireless standard' without simplifying or confirming understanding, though customer appeared to follow along.
Customer Ownership
O1Not MetOwnership & empathyconf 85%
Agent did not take ownership beyond identifying the model; closed the case with a generic upgrade suggestion without attempting resolution.
O2Not MetProactive follow-throughconf 90%
No next steps defined (e.g., how to test speed, where to buy new router); no follow-up commitment or timeline provided.
O3Not ApplicableClosure confirmationconf 100%
First contact; no prior history to reference or maintain.
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1Not MetCustomer effort minimisedconf 90%
No acknowledgment of frustration or inconvenience; interaction was transactional with no empathetic language.
X2Not MetTone & rapportconf 85%
Agent did not adapt pace or tone; customer interjected multiple times ('Oh. Okay. Yeah') suggesting confusion or disengagement.
X3Not MetOverall experienceconf 90%
Customer had to repeat serial number; no actions taken agent-side to reduce effort (e.g., checking firmware, guiding speed test).
Call Transcript8 turns · 8 lines
Speaker 1
No help options available Like, thank you. [silence]
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 more information about your product. [silence]
00:00
Speaker 1
hello my wi-fi speeds are really slow and i think it's because of my router Bye. Bye. bye
04:00
Speaker 2
You get the call notices this is me how can you help you?Mm-hmm.
04:00
Speaker 1
Yes. It is 1-9-T-1-0-S-0-C-8-0-0-9-4-8. Yes. Yes. OK.
05:00
Speaker 2
I see. Can you have the serial number for me to confirm you see if that's true? Okay. That's 1 9 Tango 10 S for sugar 0 Charlie 8 0 0 9 4 H. Is that correct? Okay. Thank you. So let me just check it here on my end. What's the model number? One second. Indeed, ma'am. This router EA750 is part of our legacy router, which in the wireless standard is only able to beam out 130 Mbps as per the limit. So that's why it's able or it can only push 10 Mbps to see to gauge your Wi-Fi, your actual Wi-Fi speed on your laptop. It would be best to enable the location feature on Google Maps. So that's why we're able to see that you have a soft 50 Mbps speed internet connection. Okay, please hold on a while, ma'am, as I need to confirm this with my lead. [silence]
05:00
Speaker 1
Oh. Okay. Okay. Yeah, that's what I was thinking. I just didn't know for sure. So thank you. Yeah. Right. Bye.
06:00
Speaker 2
Yes. This standard is not really the latest, and aside from that, the support of that router already ended last year around May. so that's already a legacy device. so an upgrade will be the best solution instead if you already confirmed from your internet service that the internet is working fine, then, Yeah, upgrade will be the best solution for your problem. You're welcome. Thank you for calling, Josep. Bye-bye. Bye-bye.