V2 Rubric Detail — f502eff0-69ed-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 01:43
Duration
11m 59s
Contact
Ann Graham
Issue Type
Speed/Performance
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00133703
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Slow wireless Internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication3.75/5
Ownership1.50/5
Escalation5.00/5
Customer Exp3.21/5
Overall35.9% (-20.1)

V2 Grader Summary

The agent failed to perform any troubleshooting for a reported speed issue, citing out-of-warranty status as a reason to disengage. Despite the OOW best-effort requirement, no diagnostic steps were taken, no tools were used, and no next steps were provided beyond recommending a new router purchase, leaving the issue unresolved.

V1 Case Analysis

Customer reports slow internet; device out of warranty; advised to replace router without troubleshooting.

Troubleshooting Steps
  • Verified customer identity and contact info
  • Collected serial number
  • Performed warranty status lookup
Key Observations
  • Agent did not perform basic speed-test or router reboot troubleshooting as required by KB for speed/performance issues.
  • No actionable self-help steps (e.g., modem test, firmware check, reboot) were provided despite the issue being within scope for initial triage per KB.
  • Agent incorrectly stated that the router 'doesn't have any available updates' without verification, contradicting KB which shows some legacy devices may still have firmware updates.
Positive Highlights
  • Verified customer identity and contact information.
  • Collected serial number and performed warranty lookup.
  • Clearly communicated warranty status and apologized for the wait.
Agent Errors / Gaps
  • Failed to follow standard speed-performance troubleshooting flow (modem test, router reboot, firmware check) as outlined in universal_speed_performance.md and velop_wifi_connectivity.md.
  • Did not verify firmware status or enable auto-update, a standard first step even for older devices per universal_firmware_update.md.
  • Provided no actionable self-help steps or escalation path for an out-of-warranty device, contrary to universal_escalation_guide.md and universal_support_contacts.md.
  • Incorrectly claimed the router has 'no available updates' without checking, which may misrepresent KB guidance (universal_eol_firmware.md).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide any troubleshooting; only suggested buying a new router without attempting a fix.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps (e.g., modem test, reboot, wired speed test) were performed despite the issue being speed-related and diagnosable.
R3 Not Met Correct resolution path conf 96%
Agent dismissed the customer with 'can't help' due to OOW status, violating the OOW best-effort standard requiring troubleshooting attempts.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent identified slow speed but asked no diagnostic questions (e.g., test at modem, wired vs. wireless) to determine root cause.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., speed test verification, router UI access, firmware check) were used, even though they were necessary for diagnosis.
T3 Partially Met No misinformation conf 91%
Correctly stated device was OOW and no firmware updates available, but inaccurately claimed 'needs to be hooked up to the newer firmware of your modem'.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent framed the call and used hold appropriately, but failed to guide toward resolution or set expectations after return.
C2 Met Confirmed understanding conf 95%
Agent used clear, polite language and repeated information for clarity, adapting to customer’s pace.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent remained on the call and provided a recommendation, but did not attempt to troubleshoot or resolve the issue.
O2 Not Met Proactive follow-through conf 97%
No specific next steps or timeline were given; only suggestion was to purchase a new router.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or hand off.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation was warranted as the issue was within scope for L1, but agent chose not to escalate appropriately.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was required.
Customer Experience
X1 Partially Met Customer effort minimised conf 91%
Agent apologized but did not acknowledge customer frustration or the burden of being referred by ISP.
X2 Met Tone & rapport conf 95%
Maintained a calm, courteous tone and used respectful address ('ma’am') throughout.
X3 Partially Met Overall experience conf 92%
Asked for model/serial number after customer already provided partial info, and placed on hold unnecessarily adding effort.
Call Transcript11 turns · 14 lines
Speaker 2
Welcome to Linksys's 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 www.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.
00:00
Speaker 1
Yeah, I sorry, a question. I was told by my internet provider to contact Linksys because they think the slow connection is uh part of the router not the internet itself. They could that wireless no no i don't have any wired cause they said my download
01:00
Speaker 2
Hello, this is Paul from Linksys customer support team. How may I help you today?
01:00
Speaker 1
They said my download speed is 58.82 98.82. They said it's very low. Uh, they had me go to.
02:00
Speaker 2
Kent: 582? Mrs: so this is your that that download speed you are getting for the to to uh to mm-hmm so for you is let's see what we can do, but yes. Kent: mm-hmm. Mrs: it's actually a possibility that there might be some issues with the router. uh are you doing how how did your ISP uh like, test the speed?
02:00
Speaker 1
speedtest.com or net, speedtest.com, um, yes, um, it on my.
03:00
Speaker 2
M hmm. Hi, speedtest.net then then run the speed test from there I see. Okay, yeah, so for this one then let's see what we can do. But before we proceed then, okay, I was able to pull up a record then associated to your phone number. So can you confirm if this information are correct? Am I talking to Anne and Graham? Okay, and also then can you confirm if it is still correct email address? That's Graham A Graham@gmilib.com. Okay, and just let me just like just like step on. Okay and can you help me the model number of your Linksys router? Yeah, the model number. Can you help the model number?
03:00
Speaker 1
Our [silence] member? Huh? Okay. 13 j 1060 361 4382.
04:00
Speaker 2
Uh, you can check on the bottom of the unit itself. Uh, no, no, no, that's not the one. Can you double check, the model number? Yeah, it should be model number on the bottom of the unit. Uh, yeah, serial number will do. Can you have the serial number? Okay, that's one three J one zero six, zero three six one four eight three two. Did I get it right? Yeah 14, 382. Okay. Yeah, got it. How do you spell your last name, ma'am? And what's the exact model number of your Linksys device? Hold on. Yeah, let me just double check this one. Okay. And by the way ma'am, while waiting, can I please put this call on hold, ma'am? Just give me 30 to 5 minutes. I just have to verify the warranty status of your device and I'll be right back, okay? Okay. Just stay in the line, ma'am. I'll be right back. I'll just place the call on hold. Hello. OK, ma'am. Thank you very much for patiently waiting and I do apologize. OK, ma'am. So, yes, after checking our records here, it appears that your device is already outside of its warranty period. OK, yes. So, unfortunately, ma'am, we don't support devices that are already outside of its warranty period. So, however, ma'am, regarding your concern, I believe you have this device, yeah, for a long time now. I believe you purchased this one around 2016. Is that correct? Yeah. We are reading your concern, ma'am. I think it's now time for you to get a newer system, because, yes, also, this router doesn't have any available updates, yes, to address any issues. So, there is no further development of this unit. Yeah, so, regarding your concern, ma'am, yes. So,
04:00
Speaker 1
That doesn't really help tonight, but. Okay, thank you. Okay. Thank you.
11:00
Speaker 2
I would suggest that you update to uh again to a newer system. Yes, also since this device, we cannot provide a technical support to this device anymore. Yeah, I don't go jazzbut whatthem convenient, ma'am. Yeah, as much as I can, I I want to assist you, but yeah, this device doesn't have any further updates. Whatever changes are you're going to make to the device and then that might not helpize the issue because it's more on uh software issue with the device. So it needs to be hooked up to the newer firmware of your modem. Yeah, so it looks like that. Yeah, we don't have any other around for this. I suggest I don't reject at that time. Okay?
11:00