V2 Rubric Detail — fdccfcd8-81fe-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 16:46
Duration
8m 42s
Contact
Lisa
Issue Type
Speed/Performance
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00137144
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Reconfiguration/Adding child nodes

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.12/5
Technical1.88/5
Communication3.75/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall66.1% (+10.1)

V2 Grader Summary

The agent correctly identified the E2500’s hardware limitations and provided valid resolution paths (reset or upgrade), demonstrating technical accuracy and ownership. However, the agent failed to perform mandatory diagnostics (modem speed test), resulting in an unconfirmed and unresolved issue. Communication was empathetic and clear, though next-step timelines were missing. The interaction met most standards for out-of-warranty support but lacked diagnostic validation required for full resolution.

V1 Case Analysis

Customer experiencing ~10 Mbps on E2500 (legacy 100 Mbps hardware limit). Advised factory reset/re-configure or upgrade. No upstream testing performed.

Troubleshooting Steps
  • Identified router model as E2500 via serial number
  • Explained hardware speed limitation due to 100 Mbps Fast Ethernet ports
  • Noted device age (2014) as potential performance factor
  • Recommended factory reset and re-configuration
  • Suggested upgrading to newer model if issue persists
Key Observations
  • Agent correctly identified E2500's 100 Mbps hardware limitation per universal_hardware_speed_limits.md
  • No upstream diagnostics (modem speed test, WAN status, cable check) performed before recommending reset/upgrade
  • Agent failed to acknowledge customer frustration or express empathy despite clear dissatisfaction
  • Serial number normalized correctly (rejected 'O' in favor of '0' per KB conventions)
  • Recommendation to reset/re-configure is valid per KB but should have followed basic isolation steps
Positive Highlights
  • Correctly identified E2500 model and its 100 Mbps hardware limitation
  • Accurately explained Fast Ethernet port speed constraints for legacy E Series
  • Properly normalized serial number by rejecting invalid 'O' character
  • Provided technically sound next steps: factory reset and upgrade path
Agent Errors / Gaps
  • Did not perform upstream speed test at modem to rule out ISP/line issues
  • Did not verify WAN connection status or check Ethernet cable integrity
  • Failed to acknowledge customer frustration or offer empathetic response
  • Skipped foundational troubleshooting steps (reboot sequence, direct modem test) before recommending reset/upgrade

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent recommended resetting and reconfiguring the router but did not confirm resolution or verify if the suggested steps resolved the customer's 10 Mbps speed issue.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent identified the E2500 model and its 100 Mbps hardware limit, but skipped critical diagnostics (e.g., modem-direct speed test) required to isolate ISP vs. router issues before recommending reset.
R3 Met Correct resolution path conf 98%
Agent correctly assessed the E2500 as a legacy, out-of-warranty device (manufactured 2014) and recommended appropriate paths: reset for configuration issues or upgrade for hardware limits, aligning with OOW best-effort standards.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent jumped to a hardware limitation conclusion without performing the mandatory diagnostic sequence for speed issues (modem-direct speed test) as required by KBs to confirm root cause.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use required diagnostic tools (modem speed test) to validate the bottleneck, relying solely on the model's theoretical limit despite customer reporting 10 Mbps on a 100 Mbps plan.
T3 Met No misinformation conf 97%
All technical claims (E2500 capped at ~100 Mbps, manufactured 2014, reset clears settings) are factually correct per KB documentation.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent guided the interaction and maintained control, but did not set clear step-by-step expectations or provide a timeline for the reset/reconfigure solution.
C2 Met Confirmed understanding conf 95%
Agent used plain language, avoided jargon, confirmed understanding ('you know what you mean by reconfigure?'), and adapted to the customer's level throughout the call.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and provided a clear path forward despite the device being out of warranty.
O2 Partially Met Proactive follow-through conf 89%
Agent advised resetting and reconfiguring but did not specify how long the process should take or offer follow-up support if the issue persisted.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact with no prior history; no continuity gaps or handoff context existed to assess.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted—issue was a known hardware limitation with a documented resolution path.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent acknowledged frustration ('that’s really slow indeed'), remained courteous, and showed empathy without defensiveness throughout the interaction.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s conversational pace, checked comprehension, and adjusted phrasing naturally to maintain engagement.
X3 Met Overall experience conf 91%
Agent avoided making the customer repeat information, used the serial number to pull up device details, and streamlined identification efforts.
Call Transcript13 turns · 15 lines
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. Thank you for calling, Lisa. This is May. How can I help you?
00:01
Speaker 1
really poor internet speeds and I called spectrum and they did some tests and they said my links this router and that perhaps you guys could reset it or something one zero a three oh c
04:59
Speaker 2
Okay. Let me see what I can help. Can I have the serial number? Serial number is on the sticker underneath. Go ahead. 1-0.
05:10
Speaker 1
six four two seven eight five one yeah the x the second one looked like an
05:23
Speaker 2
Okay. 1-0-Alpha-3-0-Charlie-664-278-5-1. Is that right?
05:31
Speaker 1
Well, I guess it's a zero, but I'm not even.
05:44
Speaker 2
Yeah. We don't have letter O, just a zero, so not a serial number. And I was able to pull up the information here according to the serial number you provided. The model number of your router is E2500. This is actually a legacy device from us, which when it comes to speed, it can only handle up to 100 in BPS. What is the speed that you're paying for from your... Okay, that's really slow indeed.
05:48
Speaker 1
I'm paying for a hundred and I'm getting, let's see, it was like really poor. I just did a test my speed and it's saying download is 10.2, upload is nine.
06:16
Speaker 2
And one of the reasons as well, as what I said, it's part of our legacy device, which is not good anymore in today's technology. You can try instead to upgrade your router since using this one, you may really experience a problem with the Wi-Fi connection. the least thing that you can do to your router if you want to like fix it is only to reset and to reconfigure it back after if it's still having slow internet 10 Mbps still that only means that there's already a problem with your router's hardware it shows here it was manufactured year 2014 so yeah probably the router has already a problem. If ever after you reset and reconfigure the router still have a slow internet connection then better instead to upgrade the router. I see. Ah yeah like pressing the red reset button
06:35
Speaker 1
Okay, yeah, I've already, I don't know what you mean by reconfigure, but I've rebooted it several times, the whole system. so oh okay okay got it all right i knew it was a little bit older but yeah okay
07:38
Speaker 2
underneath your router and setting it up again but if you'll reset your Linksys device you will lose completely your internet connection you have to set it up again in order for it to go back online and that will clear out all the bugs or if there's any settings on the router which prevents the speed to reach up to a hundred so that's why that's the only troubleshooting I can recommend to reset and to reconfigure your links if same issue the only solution is to to upgrade instead of powders. Thank you for calling again.
07:48
Speaker 1
all right well i'll try that okay thank you bye
08:32
Speaker 2
Sure. You're welcome. Bye for now. Bye-bye.
08:35