V2 Rubric Detail — f2ec208a-7c8d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 18:34
Duration
14m 41s
Contact
leslie
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00136169
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Child node Disconnected

V1 Rubric Scores

Resolution3.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.25/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall54.6% (-1.4)

V2 Grader Summary

The agent correctly identified the EA9500 as outdated and out of support, recommending an appropriate upgrade (MR5500). However, the agent failed T1 and T2 by skipping all mandatory diagnostic steps required by the KB, such as the modem-direct speed test and admin UI verification, leaving the actual root cause unconfirmed and the customer's speed issue unresolved.

V1 Case Analysis

Customer experiencing low Wi-Fi speeds on EA9500. Agent skipped modem-direct speed test and cable check, incorrectly stated router has only one Ethernet port, and recommended MR5500 upgrade. Customer accepted recommendation.

Troubleshooting Steps
  • Asked for speed test results on 2.4 GHz and 5 GHz bands.
  • Checked router model and serial number.
  • Mentioned firmware version date and support end-of-life.
Key Observations
  • Agent did not verify wired speed directly from the modem, which is the standard first step for speed issues per universal_speed_performance.md and universal_isp_speed_tiers.md.
  • Agent incorrectly stated the EA9500 has only one Ethernet port; the EA9500 actually has four Gigabit LAN ports — a clear hardware inaccuracy contradicting universal_hardware_speed_limits.md.
  • No cable or port check was performed despite the customer reporting wired speeds of only 183 Mbps, which could indicate a cabling or port issue.
  • Agent cited end of support (March 2024) as justification for replacement but did not confirm whether the issue was actually caused by outdated firmware or hardware limitations.
  • Customer was on a 600 Mbps plan; the EA9500 is capable of Gigabit speeds and should not be capped at 183 Mbps on a wired connection — suggesting an external bottleneck (modem, ISP, or cabling).
Positive Highlights
  • Collected the correct model (EA9500) and serial number from the customer (transcript [01:00]).
  • Asked for speed test results on both 2.4 GHz and 5 GHz bands (transcript [04:00]–[06:00]).
  • Correctly identified that the EA9500 is no longer receiving firmware updates and support ended in March 2024 (transcript [09:00]).
  • Recommended a technically appropriate replacement model (MR5500) with Wi-Fi 6 and sufficient Ethernet ports after customer clarified needs (transcript [13:00]).
Agent Errors / Gaps
  • Skipped the standard speed-troubleshooting flow: failed to perform a modem-direct speed test (Step 1 in universal_speed_performance.md and universal_isp_speed_tiers.md).
  • Did not check or recommend replacing the Ethernet cable, which could be the cause of low wired speeds.
  • Provided materially incorrect hardware information: claimed the EA9500 has only one Ethernet port (transcript [11:00]–[12:00]), when it has four Gigabit LAN ports — directly contradicts universal_hardware_speed_limits.md and product specifications.
  • Did not verify WAN port speed in router dashboard to confirm connection quality.
  • Prematurely concluded the router was the bottleneck without isolating ISP, modem, or cabling issues.
  • Advised replacement based on end-of-support status without confirming the issue was actually due to firmware or hardware limitations.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the speed issue; only recommended hardware upgrade without confirming root cause or attempting resolution steps.
R2 Not Met Diagnostic thoroughness conf 95%
Agent skipped modem-direct test, reboot, cable check, and admin UI verification — no meaningful troubleshooting performed.
R3 Met Correct resolution path conf 95%
Agent correctly identified EA9500 as out-of-support (last firmware March 2018) and recommended appropriate replacement (MR5500) matching port count and needs.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to isolate ISP vs router issue by skipping modem-direct speed test, violating KB diagnostic sequence.
T2 Not Met Appropriate tools / resources used conf 95%
Required tools (modem speed test, router admin UI for WAN/firmware) were not used despite being necessary to verify hardware/software limits.
T3 Met No misinformation conf 95%
Agent accurately stated EA9500 firmware last updated March 2018, support ended, and MR5500 is a suitable replacement with 4 Ethernet ports.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent responded to questions but did not frame interaction, set expectations, or provide structured plan; call lacked clear transitions or control.
C2 Met Confirmed understanding conf 90%
Agent used plain language, confirmed understanding of 2.4 GHz vs 5 GHz bands, and adapted explanation to customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case from start to finish, did not transfer, and followed through with specific product recommendation and pricing.
O2 Met Proactive follow-through conf 90%
Agent provided clear next step (upgrade to MR5500), included cost estimate (~$200), and gave actionable guidance based on customer needs.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was within agent scope and resolved via recommendation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted — agent handled case to completion.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained professional but offered minimal empathy; did not acknowledge customer frustration with slow speeds or repeated troubleshooting efforts.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, responded directly to each query, and adjusted tone when discussing technical differences between bands and models.
X3 Met Overall experience conf 90%
Agent avoided unnecessary repetition, used provided model/serial numbers efficiently, and consolidated response into a single actionable path forward.
Call Transcript24 turns · 27 lines
Speaker 1
[silence] number. And that's the one connected. Hi, I'm sorry, what was your name? [silence] Hi, my name is Leslie. We have one of your um Linksys routers and we have Spectrum as our internet provider. And I called them yesterday cuz our WiFi just isn't um I guess giving us the Megabytes per second uh for uploads and um even downloads that we're supposed to be getting. And so I called Spectrum. They troubleshoot it on their end.
00:00
Speaker 2
My name is Gerald. [silence] Gerald.
00:00
Speaker 1
All right. and everything is good with their hardware. So it appears to be the Linksys side. And so I wondered if we could troubleshoot together, uh, and kind of see if there's something that we can do. One second. It is. All right, serial number is 17 A as in Apple, 20 J as in John. 01, A as in Apple, 0 2 8 3 5. Hopefully that's enough characters. Model number is E A 95 0 0 V 2 [silence]
01:00
Speaker 2
Sure. What is the serial number and model number of your link sys router? got it and what's the model number? okay.
01:00
Speaker 1
Subscription speed through Spectrum, I think she said 600 maybe. For download speed. Upgrading. Upgrading. Download is 600 and then the upload is 15? 15 to 20. As of right now, I just tested it, I'm getting 183 for download and 1.6 for upload. Yeah.
02:00
Speaker 2
What is your subscription speed? Is it one, G B PS or 500? Okay. What about the upload and how much you're getting right now for the upload? [silence]
02:00
Speaker 1
I'm right at the router. And this is my computer that's connected directly to the modem and the router. Yep, hold on one sec.
03:00
Speaker 2
How far are you from the router? [silence] Can you try your phone and try to do a speed test on your phone? Okay.
03:00
Speaker 1
Hey, get it? Oh, it's not still working. All right. Okay, on our phone, it's getting Eddie, I'm sorry, 85 for download speed and 2.7 for upload. Uh, which one are you connected to? Uh, we're checking, hold on. I'm just actually normal one. I got 2.4, uh, he is connected to the 2.4. Yep.
04:00
Speaker 2
Is that connected to the two point four or the five gigahertz? Okay. Can them the speed make sense. Can you uh connect to the five gigahertz? [silence]
04:00
Speaker 1
there you go. All right. So now on the five gig. We're going. Hold on. It's almost done. And the five gig, it gave me four hundred and fifty-two download, but three point nine upload. Let me see. Well, it's interesting, because when I check it through, when I check it through the speed test on the Linksys, I get higher numbers, but when I check it through the regular test my speed, I get lower numbers. I'm checking.
05:00
Speaker 2
Considering that it's Wi-Fi connected, the upload makes sense and. But it should... Anyways... ...up to 10. But the download is really good. So you're saying that the computer is hardwired directly to the router and it's getting... And MB... PS. Yes. I think that, uh.. so so there's two ways to do speed tests more more i mean router and modem and router and devices So what you did probably is modem to router. So it's getting the right speed if you get higher than that the same 600 you got 600. Then that's probably it's because it's reading the correct speed The router is reading the correct speed coming from the modem and through Wi-Fi sense The Wi-Fi It's not stable. It's also not a fixed speed. It goes up and down So always expect that you you get half of the speed that you subscribe for example 600 you can get 300 depending on the device specs. But most of the time it's just have sometimes 180 to 140 300 300 400 like I said it depends.
06:00
Speaker 1
it. so what are you suggesting? uh no the software is okay the software on my modem is good cuz they ran a test yesterday. oh the router. okay. okay.
08:00
Speaker 2
But those are the speed that you're supposed to get. It's not stable, probably 180 right now, but it will go up later. But what's confusing is that you said that this is wired, so the speed should be more stable and it should not be... it should be up to 600 so around 585 or 500 is the speed, expected speed for a computer that's connected wire. So, so I I think it's either the cable, uh problem or I I don't think it's a router problem or it could be a software or firmware issue as well. Let me check what one's Okay, the router. Yeah, the router. Let me just check real quick.
08:00
Speaker 1
Right. So what now?
09:00
Speaker 2
The last update for the firmware of this EA9500 was way back, March 9, 2018, so this is probably the reason why it's not able to catch up with the latest technology. It's still usable. Uh, you can still use that, but regarding with uh stability, I think it's not stable as it used to be, but I'm checking the the so it will be best to I mean, it's up to you, but I checked the support of this. Unfortunately, the support ended just this year, March. It will be best to upgrade it rather, but then [silence]
09:00
Speaker 1
Yeah. Okay. I see. So it's just, it's just an old router. Is that what you're saying? That it doesn't, the support isn't - there is no support for it anymore. Ah, that makes sense. Okay. Let me ask you this: based on the model that I have, what is the newest model that is the equivalent to this one? Cause it worked well back when it was supposed to. It's just not working well now, so I just want to, if I'm going to replace it, I might as well replace it with something similar. Sure.
10:00
Speaker 2
it's up to you. [silence] Also there's uh no available firmware and we're not updating the firmware of this anymore. right. [silence] Let me check. [silence] [inaudible] 95. Okay. [silence] All right, let me just check the specs of this. s-o this A model number uh Wi-Fi it's a Wi-Fi 6 router it's more advanced compared to the one that you have for the probably only have two ports one-one internet and one Ethernet internet and Ethernet also it's still still it's same 3 3 000 sq feet Wi-Fi coverage.
10:00
Speaker 1
Uh, what was that model number again, please? Got it. But you said it only has one ethernet and one internet port? Yeah, I need to- wait a minute, let me make sure, but I believe I need- I need multiple ethernet cause we were direct- or hard wired to our kids' rooms. So I need- I need at least three ethernet- or four ethernet ports.
12:00
Speaker 2
Amazon Mary XR six 200. Unfortunately, yes. I looking through. Let me check. [silence]
12:00
Speaker 1
Okay. Okay. Yeah. It only has two antennas. Oh, versus the seven or eight that this one has. Okay. And how many square feet does that cover for Wi-Fi? [silence]
13:00
Speaker 2
All right, then you can get the model number MR 5500. It has five ports, one internet and four Ethernet ports. It looks the same as your current router, but it only has two on tennis. Counting oh, just wanted, I mean, two, $2,700. That's $2,000.
13:00
Speaker 1
Okay. Yep, that would be fine. Um, all right. Uh, what else was I going to ask you? I think that's it. Um, all right. Do you know the cost just off the top of your head from your system there for that MR 5,500? 200. Great. All right. I think that was helpful. Thank you so much for your time, and I think we got what we needed. Thank you. Yeah, you too. Thanks. Bye-bye.
14:00
Speaker 2
700 square feet. [silence] deceptively checking. [silence] Okay, it's two hundred dollars in Amazon. [silence] Thank you so much and I hope you have a good one. [silence] You take care. [silence] Bye bye. [silence] Thank you.
14:00