V2 Rubric Detail — f25f228c-6fd3-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-24 13:52
Duration
9m 35s
Contact
Victoria White
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134605
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow download speed

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical2.19/5
Communication2.50/5
Ownership4.00/5
Escalation5.00/5
Customer Exp4.29/5
Overall52.5% (-3.5)

V2 Grader Summary

The agent verified speed and offered email instructions but incorrectly denied support due to expired warranty, violating OOW policy. While communication and ownership were maintained, the agent provided materially inaccurate information about support eligibility, preventing full resolution. The case was closed prematurely without adequate troubleshooting.

V1 Case Analysis

Customer (EA8300) reports slow wireless speeds (~556 Mbps) on a Spectrum 700 Mbps plan. Agent confirmed serial, noted warranty expired, offered $15 paid support or emailed self‑help steps. No troubleshooting performed; issue unresolved.

Troubleshooting Steps
  • Confirmed router model and serial number
  • Asked about ISP and whether the router had been rebooted
  • Requested a speed test result (got ~556 Mbps on wireless)
  • Offered paid support or emailed self‑help steps
Key Observations
  • Agent incorrectly claimed that out-of-warranty devices cannot receive phone or chat support, which contradicts Linksys policy.
  • No technical troubleshooting was performed despite the customer reporting a performance issue.
  • Agent failed to verify wired speed to isolate whether the issue was with the router or Wi-Fi.
  • Offered only paid support or email instructions without attempting any basic diagnostics.
  • Customer was left without actionable steps to resolve the speed issue.
Positive Highlights
  • Collected and confirmed the router’s serial number and model early in the call ([01:00]–[02:00]).
  • Provided empathy and apologized for the inconvenience ([07:00]).
  • Offered clear next-step options (paid support or emailed self-help guide) ([09:00]).
Agent Errors / Gaps
  • Inaccurate claim that out-of-warranty routers are not eligible for phone support — this is false; self-help support is still available via KBs and chat.
  • Failed to perform standard speed-performance diagnostics: did not check wired speed, firmware version, or Wi-Fi channel congestion.
  • Did not verify whether the 700 Mbps plan is delivered over Ethernet or Wi-Fi before concluding the wireless speed is acceptable.
  • Did not guide the customer to check for firmware updates, which could resolve performance issues (per universal_firmware_update.md).
  • Did not suggest optimizing Wi-Fi channels or checking for interference, which are standard steps for speed issues (per adjacent_common_wifi_questions.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Agent did not resolve the issue and closed the case by stating no further assistance could be provided due to expired warranty, offering only a paid option without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 89%
Agent asked about reboot and performed a speed test via speedtest.net, but stopped troubleshooting after determining OOW status, despite the customer still experiencing slow speeds.
R3 Not Met Correct resolution path conf 94%
Agent incorrectly stated that no phone support is available for out-of-warranty devices and refused troubleshooting, violating the OOW standard requiring best-effort support regardless of warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 86%
Agent identified slow speeds and asked about ISP and reboot history, but failed to isolate the root cause (e.g., device-specific vs. network-wide) or explore configuration issues.
T2 Met Appropriate tools / resources used conf 95%
Agent appropriately used speedtest.net to verify real-world throughput, interpreted the 556 Mbps result correctly as acceptable for wireless, and used it to inform guidance.
T3 Not Met No misinformation conf 93%
Agent stated 'we can no longer provide assistance over the phone or chat for out-of-warranty devices,' which is materially incorrect per policy; OOW devices still qualify for best-effort troubleshooting.
Communication
C1 Partially Met Clear & professional language conf 83%
Agent maintained basic control but made confusing statements (e.g., 'It doesn’t have an internet connection') and ended the call abruptly without summarizing next steps.
C2 Partially Met Confirmed understanding conf 84%
Agent used simple language and was polite, but did not confirm understanding after key statements and introduced confusion with inaccurate technical assertions.
Customer Ownership
O1 Met Ownership & empathy conf 91%
Agent remained on the call, offered to email instructions, and did not transfer the customer, demonstrating ownership despite declining full support.
O2 Partially Met Proactive follow-through conf 81%
Agent offered to send instructions via email but did not specify when or confirm receipt, leaving the follow-up incomplete and unstructured.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history was referenced or available.
Escalation Judgment
E1 Met Correct escalation decision conf 92%
No escalation was performed, and the issue was within L1 scope; the agent made a valid decision not to escalate given the context and policy.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so escalation execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent used empathetic language ('I really do apologize'), acknowledged patience, and remained courteous throughout despite the customer's frustration.
X2 Met Tone & rapport conf 89%
Agent matched the customer’s pace, responded calmly, and maintained engagement without becoming rushed or disengaged.
X3 Partially Met Overall experience conf 82%
Agent reduced effort by offering email instructions but added friction by requiring a paid session for reset help and not proactively performing troubleshooting steps.
Call Transcript18 turns · 19 lines
Speaker 1
Well, I wanted to get assistance or help with our router. We're having troubles. We don't really know what the problem is, but I also don't know if it's in warranty.
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. 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. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi, thanks for calling Linksys. My name is Josh. How may I assist you today? Uh-huh.
00:00
Speaker 1
Yes, 2 1 P as in Polly 1 0 C as in Cat 6 8 8 [silence] I'm having trouble seeing these numbers. Yes, I'm sorry. Iwas having trouble seeing the numbers. 6 8 8 0 8 5 4 3 Mm-hmm.
01:00
Speaker 2
No worries, ma'am. I don't learn regarding with the warranty, I have the serial number of the router, so that I can verify it here on my end. Hello, ma'am. All right. Thank you so much for that one. So let me again verify the serial number, okay? To make sure that I got it correctly. So it's two one P for Paul, 10, C for Charlie, 68808543. Is that correct? [silence] Bye.
01:00
Speaker 1
Uh, E, the model number, oh, EA8300. Yeah, that's correct. Yeah. Yeah, Victoria White or Lutkowski are probably on the account. Torrey, 22, at Mac.com. TOR i 22 at Mac. dot com.
02:00
Speaker 2
Thank you so much for confirming. I believe the model number of the router is EA8300. Is that correct? Sure. EA like EA, nope. 8300. All right. Thank you so much for confirming. I may also have your first and last name. Sweet. And what about your email address, ma'am? [inaudible] I'm sorry. How do you spell Tori, ma'am. Is it t-o-r-y? Yeah. Thank you so much for that. And what's - I'm sorry. What seems to be the issue with your router again?
02:00
Speaker 1
so, we're just having, um, yeah, it seems to, everything looks normal, but we're just having really slow uploading and downloading, and we've already called, checked our modem and this, um, so they said next we would want to just check our router. Yes, Spectrum. Did I what? Rebooted? Um, we have, but not today. I mean, that's been part of the process that we've been doing.
03:00
Speaker 2
It doesn't have an internet connection. Aha. I see. And who's your internet service provider? Spectrum. And have you already rebooted the router prior to calling us? Have you rebooted or restarted the router prior calling? I see. And uh yes ma'am. However just to make sure uh what's your internet subscription speed like the one that
03:00
Speaker 1
um, it was good, it was up in the 700s. True. That is true. That would be wireless. yes. I uh, it was that we were getting the speed that we're paying for
04:00
Speaker 2
you're paying to Spectrum is that. ever right now none of your devices are able to detect I'm sorry none of your devices are able to, uh, get that exact speed is that correct? I see. And when I say devices ma'am, uh, wait, when I say devices, is it on the like your wireless devices or do you have hardware computers that is wired directly to the router? Uh, Wireless. And did you, uh, did you perform a speed test on your like phone or laptop and what's the speed result?
04:00
Speaker 1
Spectrum. I did it and then they did it when I called them. So yeah, we were getting sorry, go ahead. How do I do that? OK. Oh. BTAss is better with the app. all right, I just passed through.
05:00
Speaker 2
Mm-hm. Mm-hm. So, uh, however, uh, what about, uh-huh, and what about when you're no worries, ma'am. And what about your phone that is connected to the router's network? And can you try to do a speed test while your phone connected to the router's network and tell me the speed result? Oh, no worries, ma'am. So, on your phone, kindly open a browser and type in speed test.net.
05:00
Speaker 1
556 and when they did it go home. Yes, what were you saying? Mm-hmm.
06:00
Speaker 2
yeah the the internet of your 556 that's on there uh-huh and the words so yeah regarding with the speed result rest assured that your phone or your computer is actually getting stable internet speed coming from the linksys router ma'am and since uh it's really normal that we cannot get exact 700 mbps for wireless devices since they are not connected as wired So, for this one, rest assured that 556 mbps is actually a good internet speed, so. Also, ma'am, I'm also going to set your expectation regarding the hardware warranty status of the router and I really do apologize. The warranty status of the router has already expired and we can no longer provide assistance over the phone or chat for out-of-warranty devices. However, rest assured that all our troubleshooting guides and articles are still available on our support website. But if you really wanted to be assisted, ma'am, over the phone, we do have this one-time non-refundable support that will last up to 60 minutes or an hour, but it will cost you $15. Ah, however, for this one, rest assured that there's no need to troubleshoot on the router's end, since again, your device was able to get at least 500 mbps.
06:00
Speaker 1
Right. So, the router is doing what. The router is working at the speed. It's supposed to. And so how do we, we figure out why it's so slow to download things? Could that be like the computer having a problem rather than the router? Hmm. Oh. Yeah. No, we haven't done that. That's a good idea.
08:00
Speaker 2
Is connected wirelessly from the router's network, so rest assured again that when you try to download any specific video or file on the internet, have you tried like using a different device to isolate if the issue is only happening or only happening on a specific device or all devices are experiencing the same issue since it... [silence] Yeah, so you can also try to reboot the router, ma'am. And if again, if for example, all devices are experiencing the same issue, you may try to reboot and if the issue persists, I would recommend resetting and reconfiguring the router itself.
08:00
Speaker 1
Resetting and reconfiguring and that would be the $15 fee to get help doing that part. Okay. Hmm. Okay. That would be great. Thank you. Thank you. Uh-huh. Thank you so much. Okay bye-bye. [silence] By the way, to reconfigure the router, why? I'm guessing the machine is probably got a lot of streaming and I'm guessing that the problems probably come from the router. Could you test the network? I mean, it's going to be long running problem. I mean, for no reason whatsoever. Are you going from the laptop to the router and back to the laptop on the same cable or connected wireless? Most likely on the same gigabit Ethernet and to an Asa. Google internet and only one computer's connected.
09:00
Speaker 2
so again, however, oh, yes, ma'am. However, if you don't want to avail the paid service, I can actually send you a step-by-step instructions via email and how to reset and reconfigure your router. All right. So, thank you so much again for your cooperation and patience, ma'am and thank you so much again for calling this. You're most welcome, ma'am. Bye for now.
09:00