V2 Rubric Detail — 005b1146-68e7-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 18:21
Duration
10m 54s
Contact
Glyda Meredith
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133455
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: inquiry related to frequency bands

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall3.3/5

V2 Rubric Scores

Resolution3.12/5
Technical3.12/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.93/5
Overall68.5% (+2.5)

V2 Grader Summary

The agent correctly diagnosed the need to separate 2.4GHz for the Blink camera and committed to sending instructions, demonstrating ownership and appropriate resolution path. However, no verification steps were performed, and the issue was not confirmed resolved, resulting in a partial resolution. Technical accuracy was mostly sound but slightly undermined by a misleading 'increase your gigahertz' comment.

V1 Case Analysis

Customer unable to connect Blink camera (2.4 GHz only) to MX6200. Advised to separate Wi-Fi bands via router web UI (192.168.1.1 or myrouter.local) and connect camera to the 2.4 GHz SSID. Sent step-by-step email.

Troubleshooting Steps
  • Identified router model (MX6200) and confirmed tri-band capability (2.4 GHz, 5 GHz, 6 GHz).
  • Explained that Blink cameras typically require 2.4 GHz connectivity.
  • Advised separating Wi-Fi bands via router web UI to create distinct SSIDs for each band.
  • Instructed customer to connect the camera to the 2.4 GHz SSID after separation.
Key Observations
  • Agent correctly identified the MX6200 as tri-band and provided accurate guidance on separating SSIDs for 2.4 GHz-only devices, aligning with KB guidance in `universal_wifi_band_management.md`.
  • Agent misspelled the support URL as 'support.Clinksys.com' (should be 'support.linksys.com'), which could mislead the customer to an invalid domain.
  • Agent did not verify the customer's ability to access the router's web UI (192.168.1.1 or myrouter.local) before providing complex configuration steps.
  • No post-step verification was obtained to confirm the camera successfully connected after the recommended changes.
Positive Highlights
  • Correctly identified the MX6200 as a tri-band router and explained its 2.4 GHz, 5 GHz, and 6 GHz capabilities.
  • Accurately diagnosed that the Blink camera likely only supports 2.4 GHz and requires a dedicated SSID, aligning with KB guidance.
  • Recommended using the web UI (192.168.1.1 or myrouter.local) instead of the app for band separation, which is consistent with KB guidance.
  • Offered to send a step-by-step email, providing a clear self-help path for the customer.
  • Collected essential customer information (name, email, serial number, ISP).
Agent Errors / Gaps
  • Misspelled the support website URL as 'support.Clinksys.com' instead of 'support.linksys.com', which is a materially incorrect technical instruction.
  • Did not confirm the customer's ability to access the router's web interface before providing complex configuration steps.
  • Failed to obtain verification that the camera connected successfully after the recommended fix.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent provided a correct resolution path (separating 2.4GHz band via web UI) and promised to send step-by-step instructions, but did not confirm implementation or resolution of the camera connectivity issue.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent identified the core issue (camera needs 2.4GHz) and recommended band separation, but skipped verification steps like checking current SSID mode or band steering status before advising changes.
R3 Met Correct resolution path conf 96%
Agent correctly identified this as a configuration issue, not hardware failure, and advised appropriate best-effort troubleshooting (band separation) without inappropriately dismissing due to warranty status.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent recognized that Blink cameras typically use 2.4GHz and inferred the likely cause (unified SSID), but did not ask targeted questions to confirm current settings or rule out other issues like signal strength or interference.
T2 Met Appropriate tools / resources used conf 97%
The issue required only knowledge-based guidance; no diagnostic tools (e.g., remote access, logs) were necessary, and the agent correctly relied on documented procedures.
T3 Partially Met No misinformation conf 93%
Agent correctly stated MX6200 is tri-band and that cameras need 2.4GHz, but inaccurately said 'you have to increase your gigahertz' — suggesting a bandwidth upgrade rather than clarifying band separation.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent collected necessary info and delivered a solution, but failed to set clear expectations about next steps or potential pitfalls (e.g., firmware updates resetting settings).
C2 Partially Met Confirmed understanding conf 89%
Agent used understandable language but did not confirm customer comprehension or adapt terminology (e.g., 'SSID', 'web UI') for a potentially non-technical user.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case end-to-end: gathered serial, email, ISP, and model details, and committed to sending instructions without transferring.
O2 Met Proactive follow-through conf 96%
Agent clearly stated the next step — sending an email with band separation instructions — and offered an alternative path via support.linksys.com.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was indicated; this was a first contact with no handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was within L1 scope and resolvable with configuration guidance.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 87%
Agent was polite and professional but did not acknowledge potential frustration or express empathy for the customer's setup difficulty.
X2 Met Tone & rapport conf 93%
Agent maintained engagement, responded promptly, and paced the conversation appropriately to the customer’s affirmations and pauses.
X3 Met Overall experience conf 95%
Agent reduced customer effort by offering to email detailed instructions rather than requiring real-time navigation, avoiding unnecessary repetition.
Call Transcript22 turns · 22 lines
Speaker 1
yes, this is Guida Meredith and I have your Linksys product. I have the model number and the serial number. I need to know what your the bandwidth is of this device. [silence]
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 product, 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. Thank you for calling Linksys. This is Ice. How can I help you?
00:00
Speaker 1
it is W one zero L T D 08256. I think that's correct. Did you say five eight W? Okay. Yes. Yes ma'am.
01:00
Speaker 2
[silence] Can you provide me the serial number, man? It's 58W10 Mason 28 D for David. 08 256. Is that correct? [silence] 58W10 M28D for David. 08256. [silence]
01:00
Speaker 1
Glyta, G-L-Y-T-A. [silence] MYDI regrettably.
02:00
Speaker 2
only having, uh, linking the router router iMac sixty two hundred. right. i create a personal record for you ma'am. may i have your name? glaida. glaida. and your last name glaida is?
02:00
Speaker 1
C M G M 6 9 @ a o l dot com.
03:00
Speaker 2
all right uh Glida Meredith uh may I have your email address Glida. [silence] all right cmgm69@a.com. [silence] Who's your internet service provider? [silence] As I've mentioned before your links you swallow model is MX 6200. How many of these uh links this water you have? So you only have one MX 6200. Do you want to know
03:00
Speaker 1
bandwidth yeah yeah. That's probably what it is. Yeah 2.4 or 5 giga.
04:00
Speaker 2
are all right so your MX 6200 is a tri-band Wi-Fi router. It can connect your devices can connect to a 2.4 gigahertz or a five gigahertz, yes, and also six gigahertz. So, there are three frequency bands for the MX 6200.
04:00
Speaker 1
Well, well, okay. Well, what I'm trying to do is hook up. Have you heard of blink cameras that you put up outside. It's sponsored by Blink. B-L-I-N-K. Uh-huh. only, okay.
05:00
Speaker 2
[KEEP_UNCERTAIN] So depending on your devices, if they are 5 gigahertz supported, then they will connect to a 5 gigahertz. If they are only supported by 2.4 gigahertz, then they will connect only to a 2.4 gigahertz. But if you have a 6 gigahertz, then it will also connect to a I don't know about that, but if it's a security camera, that usually security cameras have a built in 2.4 gigahertz bandwidth supported, so they will only connect to a 2.4 gigahertz bandwidth.
05:00
Speaker 1
Well, that might. Can I end well, they said maybe I might need to increase my gigahertz with this link ski. Is that possible? Or do you have to get a new device? [silence] Separate.
06:00
Speaker 2
No, I don't think so, you have to increase your gigahertz because as I mentioned before, security cameras are only supported by a 2.4 gigahertz band, which means they only connect to a 2.4 gigahertz band and not the 5 gigahertz band. I think your case, Daud, is that you need to separate your bands because I think your Wi-Fi name broadcast only one SSID, Conway. So, that Wi-Fi name broadcasts all three bands you have, the 2.4, 5 and 6 gigahertz.
06:00
Speaker 1
Yeah Uh-huh. OK. Uh-huh. OK. OK. OK. OK. Would. OK. Separate them. OK. All right. All right. I'll try that and see if that works. OK.
07:00
Speaker 2
So that's why maybe the reason why your security cameras blink will not be able to connect to your internet because your Wi-Fi name broadcast all three bands. So, you may have to separate each band, which means you will have three Wi-Fi names. Once you separate each band, you will have Conway 2.4, Conway 5 and Conway 6. So that once you have that three Wi-Fi names, then you just need to select Conway 2.4 when you connect your security camera. And that would solve the problem with your security camera's connection. Mhm. Okay. Yeah, and to separate the bands, you will have to
07:00
Speaker 1
Uh-huh. Okay.
08:00
Speaker 2
And today router to login to your [silence] router's web user interface because if you use the Linksys app Solma it may not be available to separate the bands using the Linksys app because the Linksys app is by default enabled your Wi-Fi name to broadcast only one SID for both or for all three bands that your MX6200 have. So you can only try to change the Wi-Fi setting or separate the bands of your MX6200 through the router's web user interface. And the router's web user interface is the router's IP address which is 192.
08:00
Speaker 1
Okay. Okay. Okay, that would. That would be wonderful. That would be wonderful. Spectrum Spectrum, yes.
09:00
Speaker 2
rd settings. Uh, I'll just. I can send you the Guidelines on how to access your, or how to log in to your web browser and also how to separate bands so that you will have Uh, a step by step Uh, instructions. On how to do The separating bands. All right? Uh, you mentioned that your internet provider was Uh, uh, Spectrum, Okay?
09:00
Speaker 1
Okay. Okay. Okay, all right, I wrote that down too. Already, I thank you so very much and I'll look for your email. All right, thank you, you have a good afternoon. You too, bye. [silence]
10:00
Speaker 2
So just check your email. I'll be sending you the guidelines on your email. If you haven't received it, you can always go to our support site, support.Clinksys.com, because we have an AI agent that are put support assistance you can use to help you, or guide you on how to separate products. Okay? You're welcome. Thank you also for calling. Yes, thank you also for calling, Vince. This is Craigo. Once again, this is Ais. Take care. Have a good. Bye.
10:00