V2 Rubric Detail — 12bef5e8-6a70-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-17 17:15
Duration
23m 46s
Contact
Stephen Marcus
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00133787
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: device compatibility

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.07/5
Overall10.7% (-45.3)

V2 Grader Summary

The agent failed to resolve the doorbell signal issue, skipped essential troubleshooting, and improperly deferred to paid support due to warranty status. Despite some accurate technical points, the lack of diagnostic process, tool use, and customer adaptation resulted in no meaningful progress. The interaction was poorly structured and added customer effort, leading to an unresolved outcome.

V1 Case Analysis

Customer Stephen DeMarcus reported fluctuating Wi-Fi signal for doorbell using EA74030 router. Agent confirmed out-of-warranty status, suggested antenna re-orientation and checking phone signal bars, but incorrectly required paid support and provided inaccurate Wi-Fi standard compatibility advice. Recommended contacting doorbell manufacturer and upgrading router. Offered to email summary.

Troubleshooting Steps
  • Collected customer name, email, router model, and serial number
  • Confirmed router is out of warranty
  • Suggested reorienting router antennas upward
  • Advised checking phone Wi-Fi bars as signal strength proxy
Key Observations
  • Agent required paid support before performing basic, safe troubleshooting steps available to all customers (KB: universal_legacy_device_wifi.md)
  • Failed to access or verify router settings (e.g., 2.4 GHz band, security mode, channel) despite EA series being web-managed
  • Provided materially inaccurate technical advice: claimed EA74030 (Wi-Fi 5) incompatible with doorbell needing Wi-Fi 6/7 — most doorbells use 2.4 GHz Wi-Fi 4 (KB: universal_legacy_device_wifi.md)
  • Misidentified Wi-Fi signal icon description as 'cone'/'radar symbol' instead of standard bars, causing customer confusion
  • Did not guide customer to http://192.168.1.1 or http://myrouter.local for router configuration or diagnostics
Positive Highlights
  • Collected essential customer details (name, email, model, serial number)
  • Correctly identified router model (EA74030) and confirmed out-of-warranty status
  • Acknowledged customer's signal strength concern and attempted to provide signal-strength proxy using phone
Agent Errors / Gaps
  • Incorrectly required paid support before basic troubleshooting
  • Failed to access router settings or attempt login (required for EA series)
  • Provided confusing and incorrect description of Wi-Fi signal icon
  • Claimed doorbell requires Wi-Fi 6/7 and is incompatible with EA74030 (Wi-Fi 5) — factually incorrect per KB
  • Did not verify doorbell operates on 2.4 GHz band, check band-steering, or suggest standard KB steps (channel selection, interference check)
  • Did not guide customer to router web UI for configuration/diagnostics

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent suggested upgrading the router and contacting the doorbell manufacturer but did not resolve the signal strength issue or provide actionable configuration changes.
R2 Not Met Diagnostic thoroughness conf 90%
No structured troubleshooting steps were followed; agent skipped router settings check, antenna positioning guidance, or band-specific analysis despite having a clear symptom.
R3 Not Met Correct resolution path conf 95%
Agent cited out-of-warranty status to justify deferring troubleshooting, violating OOW best-effort standard by refusing to guide basic setup or diagnostics.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to ask diagnostic questions about placement, interference, or band usage; assumed issue was hardware without narrowing root cause.
T2 Not Met Appropriate tools / resources used conf 90%
Did not suggest accessing router UI (http://192.168.1.1) to check 2.4GHz settings or antenna configuration, missing appropriate tool use for the issue.
T3 Partially Met No misinformation conf 90%
Correctly identified EA7430 as Wi-Fi 5 device, but incorrectly described Wi-Fi signal icon as an 'upside-down cone' and conflated cellular and Wi-Fi signals.
Communication
C1 Not Met Clear & professional language conf 85%
Call lacked structure, had multiple unexplained silences, and agent failed to maintain control or set expectations after initial greeting.
C2 Partially Met Confirmed understanding conf 85%
Used simple language but failed to confirm understanding when customer expressed confusion about signal icon; repeated inaccurate description.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Deferred to paid support and product upgrade instead of owning the issue; did not attempt configuration-level resolution.
O2 Not Met Proactive follow-through conf 90%
Promised to send an email but gave no confirmation, timeline, or follow-up plan; no clear next steps established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Offered brief encouragement ('You're doing great') but did not acknowledge customer's mobility challenges or frustration with delayed doorbell response.
X2 Not Met Tone & rapport conf 90%
Failed to adapt when customer repeatedly asked for clarification on signal icon; continued using incorrect 'cone' analogy instead of correcting or simplifying.
X3 Not Met Overall experience conf 90%
Customer had to repeat information (e.g., signal bars); agent added effort by requesting email follow-up without reducing troubleshooting burden.
Call Transcript42 turns · 44 lines
Speaker 1
[silence] I have a linksys router and I don't understand how to get the most signal strength out of it
00:00
Speaker 2
Welcome to Linkus 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. To hear more about, 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 Ihsan Halet.
00:00
Speaker 1
I hope I don't lose you.
01:00
Speaker 2
Let me see. Can you provide me, sir, the serial number of your, links it rather? So? Uh-huh. Hello. Alright. Let me verify again. The serial number is 35L for Larry. 10M for Mike, 5B for boy, 08443. Is that correct? [silence]
01:00
Speaker 1
Yes. That's correct. Just one. Steven Markes, M. A. R. R. C. E. IN. gave it to me. No, PH, please. Yes. Correct. Yes.
02:00
Speaker 2
All right. So your links is router is model EA74030. And you only have this one links product, no other links product you have there? All right. Okay, uh, I'll create first a record for you, sir. May I have your name? Stephen, S-T-E-E-V-E-N. Stephen, Stephen. S-T-E-P-H-E-N. All right. Uh, Stephen, uh, your last name Marcus. M. [silence]
02:00
Speaker 1
Correct. You're doing great. It's Stephen DeMarcus@aol.com. Stephen DeMarcus@aol.com. D for David. Spectrum. Yes.
03:00
Speaker 2
All right, thank you Stefan uh what about your email address Stefan? Stefan D for David? Yes, Stefan D. All right. Stefan Marcos@aol.com. All right, thank you Stefan. Who's your internet service provider? Spectrum. Okay. [silence]
03:00
Speaker 1
What I'm trying to do is maximize the signal strength at my picture doorbell. So I'm taking readings at the doorbell to see what the signal strength is. But if I turn the router, remember the router has three antennas sticking up. If I turn the router a little, it drastically changes the signal strength at the doorbell.
04:00
Speaker 2
And your main concern is how to know the signal strength of your Linksys router, right? [silence] I didn't get to uh clearly, sorry,
04:00
Speaker 1
The router has three antennas on the top of it. If I turn the router 90 degrees, the signal strength at the doorbell is very, very different. I I you mean half or I mean have all of them pointing straight up in the air and turn the router so that it aims towards. Okay, but it doesn't. Go ahead.
05:00
Speaker 2
I think you just uh need to uh set up the three antennas of your router straight yes yes because uh uh because uh your router will uh broadcast its Wi-Fi to all your devices and if
05:00
Speaker 1
What the doorbell is 16 feet away from the router.
06:00
Speaker 2
Your device doesn't get the excellent signal strength then it could be that your device is far away from your Linksys router or your device is connected only to 2.4 GHz band which can only. All right. So your Dorable um I think uh the Dorable only supports a 2.4 GHz band.
06:00
Speaker 1
Yes, correct. What download or upload speed should I look at on my cell phone when I'm standing next to the doorbell?
07:00
Speaker 2
to check on your link this router signals strength. that is. using an app. the Linksys app to check on your. Linksys router's signal strength. but apparently this router you have is not a mesh type router. So it will not be able to show you the signal strength on the app as this router is an old type of router that can only be accessed through the routers web user interface.
08:00
Speaker 1
First of all, I should if I heard you correctly, I should have the router facing in the direction of the doorbell with all three antennas pointing straight up. Okay. Then, I was using Google speed test. And it depends on the direction I had the router in. I moved it a couple of times. Sometimes the download speed was around a hundred, other times, it was down around 10. But what what what would I like the download speed to be? And what would I like the upload speed to be and which is more important?
09:00
Speaker 2
(You won't hear any response for a few seconds.) That's one way to do it. If you have any other questions about how![silence]
09:00
Speaker 1
Okay. It never, I had a problem ever since I installed this, having the doorbell provide me with information quickly, it delays everything. And the doorbell company says, it's either the signal strength or there's a problem with the doorbell. But they don't think it's the doorbell, they think it's the signal strength. So that's why I was asking you.
10:00
Speaker 2
Well, oh, we can do some troubleshooting steps, sir, with regards to your concern why your doorbell is not getting an excellent signal strength, but to do that, sir, I can only walk you through the steps if you applied for the paid connect service because your linksys router is already out of warranty since this . Mm-hm.
10:00
Speaker 1
If I'm standing near the doorbell, what download or upload speed should I be looking for? Yes, uh, silence, is the signal strength the symbol that looks like a cone upside down, okay?
11:00
Speaker 2
Well, uh, you will you can see how much is your signal strength by checking on your phone's Wi-Fi icon. If it's full bar, then you're getting an excellent signal strength. If you're standing, use your mobile device and stand where your doorbell is and check on your Wi-Fi icon. If it's showing a full bar on its Wi-Fi icon, it means it's getting an excellent signal strength from where you're standing or where your doorbell is. Yes. On your phone, you will see the Wi-Fi icon. Um
11:00
Speaker 1
So I don't have to look at the speed test. That's what you say? Okay, while I'm talking to you, I'm going to go outside and see what the signal strength shows at the doorbell. Okay?
12:00
Speaker 2
you stand where your Wi-Fi booster is and then check your phone. A Wi-Fi icon, you will see how much is the full bar. If it's two bars or three bars or full bar, then you will know if you're getting an excellent signal strength from your Wi-Fi booster. You don't have to do a speed test because you're not experiencing a slow internet speed with regards to your doorbell. You're only concerned about the signal strength. [silence]
12:00
Speaker 1
And it takes me a little time because I'm walking with a walker. Okay, the signal strength is full. Wait a minute it's not full.
13:00
Speaker 2
Okay, that's good signal sense, already four bars. Uh, so that's an excellent signal strength. So I think, uh,
13:00
Speaker 1
It's three. It's, it's three. Oh, three, it changes from three to four. All right, but those bars, those bars are a whole part of a they're part of a cone, right? You're, you're probably right.
14:00
Speaker 2
Hello. It's three bars. So that's really a good signal strength, sir. Unless it shows you one or two bars only then that only means that it's getting a low signal strength or poor signal strength. But since you're getting a three to four bars then that's that's already a good signal strength. I think, sir. Sir? I think, sir, the issues here, sir, is that your the your doorbell may be not performing its best It may not be performing at its best because of the network connection. This is an issue you're having with signal strength because if the signal strength is strong, you should have no issues in terms of status.Sorry, but the status here is there is no signal. You need to check your router. You need to complete a Google troubleshooting. You need to check your router, like if the router is connected well. of your Linksys router, uh, because your Linksys router, sir, is an old classic type of router from Linksys. Uh, what I can suggest, sir, is to upgrade your router to the latest Linksys, uh, router we have that has the latest Wi-Fi technology because your router is only - your router EA7430 only have the Wi-Fi 5 built in on its, uh, specific or hardware. So that could be one probable cause why it's, uh, why your router is not, uh, giving you its best performance or not getting a good signal strength. But, with regards to how your phone is showing [silence]
14:00
Speaker 1
( yeah ) Well, how can I tell if that's the case?
16:00
Speaker 2
3 to 4 bars on its Wi-Fi icon.
16:00
Speaker 1
All right, let me ask you something so that I'm not completely confused. On my cell phone in the upper left-hand corner, the first thing I see is two bars. The next thing I see is the carrier name and then I see an upside down cone. Which one is the signal strength? [silence]
17:00
Speaker 2
So, you would know if it's... compatible with your Linksys router because if you're. If if it's your router that has the issue your phone or Wi-Fi icon should show a one or two bars signal strength. But it's showing a three 0 four 0 four five signal strength which means it's indicates that you're getting a good signal strength from that area or spot that you're standing with your phone.
17:00
Speaker 1
no, that's what i don't know. Oh, you're saying the icon is the the cone shaped thing. I'm I'm not sure what you're saying. Is it a straight line or are they hooks? curved lines. Okay. Okay. that's fine. [silence]
18:00
Speaker 2
one that is uh uh showing you uh Wi-Fi, like the icon, sir, it's the three type uh three arrows arc shape it's like a radar symbol sir a period and then oh an arc uh four or three arcs, it's like a radar symbol
18:00
Speaker 1
Okay that then the problem seems to be with the doorbell, correct?
19:00
Speaker 2
Yes. Because you're getting a good signal strength from the Wi-Fi icon, good signal strength. So, it could only means that your doorbell specs is not that compatible with your Linksys router. It's your doorbell because the Linksys router, it only broadcasts to Wi-Fi or internet. All other devices could, connect to it, but that will depend on the devices itself.
19:00
Speaker 1
If If If ok so you're saying I should call the doorbell company
20:00
Speaker 2
Because there are devices that have different specifications or requirements for them to connect to internet or to Wi-Fi. Just like how doorbells or security cameras are programmed to connect only to a 2.4 gigahertz. So, it would depend usually on the devices or what is their configuration, how it was set up or built in. So, you may have to contact the manufacturer of your device to see what could be changed on its settings so that it will get the best signal strength to boost its performance. Okay.
20:00
Speaker 1
Yes, I know. All right. I'll try contacting them. Well, well, wait a minute. You were recommending a different Lexus router, correct? Is that, is there any guarantee that it will work with that doorbell?
21:00
Speaker 2
Yes, because your router, as shown on your phone, it's showing a good signal strength. All right. Mm-hmm. Yes. Okay. So that is all, sir. If they say that... Yes. Yes. Yes, because as I mentioned before, sir, your Linksys router is using the Wi-Fi standard, which is Wi-Fi 5. And today, sir, we have now the latest Wi-Fi technology, which is Wi-Fi 6. [silence] Wi-Fi 7. So, maybe it could be the doorbell you're using is also its Wi-Fi built-in adapter that is on its hardware is using a Wi-Fi 6 or 7 standard. So, it could be the reason why it's not getting the strength it should have because your router EA7430 is using the Wi-Fi standard Wi-Fi 5. As I've mentioned before, your router is an old router, classic type of router from Linksys. So, we have now the latest Linksys router we have, which has the latest Wi-Fi technology, Wi-Fi 6 or Wi-Fi 7. [silence] So, you asked about the compatibility between the doorbell and the router of which technology they are compatible with. [silence] So, well, I would suggest that first we need to check our doorbell's manual if it's compatible, or else, you can use it by using an Ethernet cable. Yeah, that's only the compatibility I know about our doorbell.
21:00
Speaker 1
uh can you send me an email indicating what you recommend? yes please thank you bye bye [silence]
23:00
Speaker 2
Our latest Linksys router have tri bands, 2.4, 5 gigahertz, and 6 gigahertz band. [silence] Sure, I can send you an email on the Linksys router. [silence] Linksys router we have that has the Wi-Fi technology. Okay? [silence] All right, so that's all, sir. Thank you for calling Linksys. [silence] Once again, this is Ice and take care. [silence] Have a great day. [silence] Goodbye. [silence] You're welcome. [silence] Bye.
23:00