V2 Rubric Detail — 24216a96-81ea-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 14:16
Duration
17m 54s
Contact
956-459-6644
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00137635
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Want to separate the bands
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.5/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership4.00/5
EscalationN/A
Customer Exp5.00/5
Overall90.4% (+20.4)

V2 Grader Summary

The agent correctly diagnosed and resolved the SSID configuration issue, enabling the customer to access the 2.4 GHz network and internet connectivity. However, the core issue — connecting the Ring doorbell — remained unresolved, resulting in a partial resolution. The agent demonstrated strong technical accuracy, ownership, and communication but did not establish a follow-up plan for the remaining problem.

V1 Case Analysis

Customer needed a distinct 2.4 GHz network for a Ring doorbell. Agent guided to access router via http://192.168.1.1, renamed 2.4 GHz SSID, verified internet connectivity, and confirmed firmware was current. Doorbell still not detected; advised issue may be on device side. Customer accepted outcome.

Troubleshooting Steps
  • Directed customer to access router admin page via http://192.168.1.1
  • Guided through Wi-Fi settings to rename 2.4 GHz SSID for separation
  • Confirmed internet connectivity on the new 2.4 GHz network after reconnection
  • Verified router firmware version was up-to-date
Key Observations
  • Agent did not collect the router model number, which is critical for confirming compatibility with band separation and firmware capabilities.
  • Did not verify or disable band steering (Smart Connect), which could prevent devices from reliably seeing or staying on 2.4 GHz.
  • Firmware check was thorough and correctly executed.
  • Customer confirmed internet on the new 2.4 GHz network, validating the network change was functional.
  • Agent used unclear terminology ('CA') that required customer clarification.
Positive Highlights
  • Correctly directed customer to http://192.168.1.1 for local router access, aligning with KB guidance.
  • Accurately guided the customer through Wi-Fi settings to create a distinct 2.4 GHz SSID, matching KB instructions for IoT device setup.
  • Confirmed internet connectivity on the new network, validating the change was effective.
  • Verified firmware was up-to-date, demonstrating proactive troubleshooting hygiene.
  • Successfully managed customer expectations by explaining that the issue may be with the Ring device, not the router, after valid steps were completed.
Agent Errors / Gaps
  • Failed to collect the router model number, a required protocol step for product-specific troubleshooting.
  • Did not check or disable band steering / Smart Connect, which is essential for ensuring IoT devices can reliably connect to 2.4 GHz.
  • Did not discuss warranty or support eligibility, missing a key protocol requirement.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Customer successfully connected to 2.4 GHz network and had internet access, but the primary goal — connecting the Ring doorbell — was not achieved.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through accessing router UI, separating SSIDs, reconnecting device, and verifying connectivity — all relevant and logical steps for the issue.
R3 Met Correct resolution path conf 96%
Agent correctly identified configuration issue (band steering/SSID merge) and pursued best-effort troubleshooting path without dismissing due to device being third-party or warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent confirmed model, serial, node count, and diagnosed that merged 2.4/5 GHz SSID was preventing doorbell discovery — root cause correctly identified.
T2 Met Appropriate tools / resources used conf 98%
Agent used the correct tool — web interface at 192.168.1.1 — to modify SSID settings, which was necessary as the mobile app lacks this capability and no required tools were skipped.
T3 Met No misinformation conf 96%
All instructions (SSID separation, password reuse, firmware check) align with Linksys KBs including adjacent_smart_home_iot.md and universal_band_interference.md.
Communication
C1 Met Clear & professional language conf 93%
Agent set clear expectations, maintained control, managed transitions (e.g., from login to settings), and kept focus despite minor digressions.
C2 Met Confirmed understanding conf 91%
Agent used accessible language, confirmed understanding ('you're welcome, sir'), and adapted to customer’s technical level when explaining SSID changes.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case end-to-end, did not transfer, and followed through on all commitments including firmware verification.
O2 Partially Met Proactive follow-through conf 89%
Agent provided immediate next steps (change SSID, reconnect) but did not establish a follow-up plan for the unresolved doorbell connection issue.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history needed to be referenced.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within L1 scope and agent made reasonable progress.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent used customer's name, expressed appreciation, remained patient during pauses, and maintained professional tone throughout.
X2 Met Tone & rapport conf 92%
Agent matched customer’s pace, allowed silence for actions, and adjusted explanations based on feedback (e.g., CA vs. privacy policy).
X3 Met Overall experience conf 93%
Agent minimized customer effort by directing specific actions, avoiding repetition, and handling complex settings via guided steps.
Call Transcript30 turns · 32 lines
Speaker 1
A good morning. Well, hopefully good morning, wherever you are at. Maybe it's good afternoon for you. my name is Elbert. Good evening. Good evening. my name is Elbert. I'm a Linksys customer. And I am trying to I need support in trying to, I guess, activate or downgrade my wireless network from 5G to 2.4 because I have a doorbell that I used to be able to connect. Somehow it's disconnected in good part because it's not able to see a 2.4 screen. That's all I just saw in my computer. So that's what I need help on. I guess I hope I'm in the right spot because I'm looking for some help for a doorbell that they have no idea how to help me with. You guys are the people that helped me set up my system and everything. And I couldn't find anybody that wanted to help me set up my doorbell. So I'm hoping you can find somebody here that's able to help me set up my system to, I guess, see my WI. Is that possible?
00:00
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. Hi, thank you for calling Linksys. This is G. How can I help you today? It's evening, sir.
00:00
Speaker 1
For, you know, some older devices, especially small devices. they still use a 2.4. When I go into my LinkSys app to try to enable um, I only have the mixed mode and I was wondering if there's a way just for setting up this device on the network to to force 2.4 or broadcast 2.4. Um, I I I remember this was the case I had before. I don't know if it's with this LinkSys device or a previous one. I've only had LinkSys, but I did have a previous model. And I do remember on my Apple iPhones seeing the 2.4 SSID and then no longer seeing it, but I didn't think much of it because, you know, who who cares about a doorbell, right? [silence] I. I do, I do. Yes. You got it. Speaking? Yes, I am. So. I'll get that from, I can get that from the link this app, correct? Done.
01:00
Speaker 2
But then I'm afraid we won't be able to do it on your Leisis app. Do you have a computer or an iPad that we can use? Okay. So we will be using that device sir. Before we proceed let me just confirm your phone number sir. It's 956-459-6644. This is under Mr. Albert Robledo right? Okay. What's the model number of your Σinder's? Nodular? Sir? Yes. You can uh get it from the Σinder's app under network administration and notes. Uh if you can provide me the serial number sir it will be better.
02:00
Speaker 1
So I've got serial number 43, K like Kilo, 10, M like Mary, 26, B like Bravo, 16802. Thank you. Targa spectrum. Yeah, it goes by both names. Sometimes they call it Chargers by Cuppa Or to access the settings or the target device, I'm trying to connect. Oh yeah yeah, uh Windows 11.
03:00
Speaker 2
Mm-hmm. Do you want me to check on the exact units? Okay. You're welcome. And I, I know who is your internet provider, sir? Charter. Okay, got it. Okay? Yes, yes, sir. Okay. So for this troubleshooting, may I know sir, what device are we going to use? Computer or laptop, iPad. The, uh, the interface sir. Like the user interface of your device. Uh we will be needing a.
03:00
Speaker 1
Windows 11 laptop with a browser. Okay. Uh, I have it connected to the ethernet port of this Linksys serial number you gave me. It's one. Is that okay? Yeah. Um, two. Total. Yes. Ready? Ready? [silence]
04:00
Speaker 2
windows 11. Okay. Okay, yes, sure. So please make sure that your Linus device, I'm sorry, your computer rather, your Windows 11 is connected to the Wi-Fi network of your Linus. No, it's wired, it's wired. Okay, that's good. Let's get you now, sir. Yes, sir. How many Laiu's nodes do you have, sir? Two. So, one parent, one child. Okay. Okay. So, I will ask you, sir, to open a browser on your computer. Okay, type these numbers on the address bar of your browser: 192.168 [silence]
04:00
Speaker 1
Got it. So I get the, just a little warning about your connection is not private. Advanced proceed to once you see that. Once I'm being presented with a waiting screen to login. Waiting for that now.
05:00
Speaker 2
168 dot 1 dot 1 [ silence ] okay it might ask for a router password here since you have the app on your phone you can try to check [ silence ] I'm sorry you can use the password that you usually used to log in on your app
05:00
Speaker 1
[silence] I don't have GCA. [silence] Yes. It has [silence] an end-user license agreement, privacy policy, third-party licenses, [silence] OKLA privacy policy. Yes. I'm in there. I'm there.
07:00
Speaker 2
You don't have but you see the annual user license agreement, privacy statements, right? Okay. Yes, that's it. That's it. That's the last one that you have. Okay. No worry, sure. Kindly go to the left side of the screen, under router settings, okay? Go to Wi-Fi settings. Wi-Fi settings, yes. Under Wi-Fi settings, here you have wireless. Below the wireless option, you have there your Wi-Fi network, which is your 2.4 and your 5 gigahertz. So, I believe right now, sir, you have two same Wi-Fi network, exactly the same. [silence]
07:00
Speaker 1
Exactly, it's exactly the same, correct. OK. OK Is the number, is the dot like as in two dot four an acceptable character or should I just put 24? OK, I'm OK And all the other settings stay the same, broadcast is Yes, Wi-Fi mode OK, so I'm just all I've done is change the 2.4 gigahertz band Wi-Fi name, I've changed the name to add the two dot four and I'm just going to click apply.
08:00
Speaker 2
Okay. So, for you to change the Wi-Fi for you to separate the Wi-Fi network first, you have to add maybe an extension just for your 2.4. Just leave the 5 GHz the same. Yes, sir. Any will do, sir. as long as we can verify which is the 2.4 and the 5 stays the same. Yes. Password stays the same whatever. Yes. Yes.
08:00
Speaker 1
Okay. Your router is supplying changes. The action you perform may cause devices to temporarily lose connectivity. This may take a few minutes. Please wait until the operation is complete. And so I'm just got to wait in. Yep. You were right. I could not have gound the setting in the mobile up. Sure. So it completed that. And when I go to my phone, it has not,
09:00
Speaker 2
[KEEP_UNCERTAIN] Click on apply. Let me know if it will provide you with like an error message, or if it will go back to that page. Okay, click on okay. Continue, yes. Yes, yes, sir. basic apps only have limited troubleshooting, so in the case in the future you will have or you wanted to do some changes on your Wi-Fi settings, or maybe channels or the bandwidth, you can go ahead with this settings instead. Okay. [silence]
09:00
Speaker 1
sul cast two point four but maybe it's too soon I'm not sure here okay let's turn the Wi-Fi back on now and sure enough I do see sure okay understand yeah for sure like I said I'm only doing this because of [silence]
10:00
Speaker 2
Try to if it will not show up yet uh after a minute or or maybe a few seconds turn off the Wi-Fi of your phone or your computer and device and uh go to available network. Okay Okay Okay that's good so uh any other things you want to check? Oh by the way Sure for your other devices like your phone computer or uh devices that are capable for 5 GHz just leave it connected to 5 GHz because that will provide you faster internet connection. Okay.
10:00
Speaker 1
[KEEP_UNCERTAIN] Well, an older, an older doorbell. No, whether I would not really even be wanting to do this. But a, a couple of quick questions here. Go ahead. Go ahead. Hmm. Um, at the bottom, when we, when you started giving me guidance and I think you were expecting a, a certain menu item CA and I said, no, I, I have Um, privacy policy. Can, can I ask what that might mean or suggest? [silence]
11:00
Speaker 2
[KEEP_UNCERTAIN] the doorbell. Mm-hmm. Yes, yes, sir. Actually, sir, even, yes, yes, go ahead, sir. Yeah, uh, even newer, uh, models, sir, of doorbells, like the ring and, uh, simply safe, they're only capable for 2.4. So you really have to get, uh, to, uh, to have your 2.4 separate. Yeah, you can go ahead, sir. Yes. Uh-huh. Twitter. Uh-huh. Yes. Oh, yes, sir. Actually, sir, that PA letter, uh, it, uh, letter, sir, we have it before. But then, since we re removed, it's now we can't move, or, or change it.
11:00
Speaker 1
Okay. I see. Okay. Um, fantastic. One observation, I am not able to access the internet as I am connected to the new two point four broadcast as ID. It's just the internet itself is not coming up. Uh, on my, my phone. Uh, yes, and the iPhone iOS, uh, this is, shows the connection to the two point four as ID, but it does have a message, internet connection. Yes,
12:00
Speaker 2
Okay. So at smartwifi.com that uh ca which is for complete access it's already it's uh we already removed that one from the settings. So instead of clicking on that ca before getting some other settings, we already removed it from the option. Okay. Did you reconnect her and re-add the password? Mm-hmm. Okay. Um, can you try to do forget network, sir? Mm-hmm.
12:00
Speaker 1
Let me do that info forget this network borderland uh 2.4. forget okay so it went back to my 5.0 by default but it displays the the option to connect to 2.4 should I go ahead and choose that. Let me before I do that let me do a quick check of the of the internet just on on five. Yeah five comes up no problem. so now seeing the available networks I see 2.4 I'll click on it join the two point four mob form so I'll put the same password. [silence] thinking. Uh wait a second. I. [silence] it did.
13:00
Speaker 2
Okay, yes yes. Is the Okay. Did it ask for a password here?
13:00
Speaker 1
It did. But now I have Internet access, so maybe I not complaining. So let me try to open my device. OK. It still cannot find it, but I think that might be beyond, you know, Linksys conversation, because they had me go to make sure I was connected to the 2.4. You know, you have to be in the same network as the device. I am, but it's still not able to find it, so I'm wondering here. But I think [silence]
14:00
Speaker 2
Mmm, okay. Okay. Mm-hmm. Mm-hmm. Mm-hmm. I see. This ring, yes, sir. This ring, our bottle was it, mmm, able to connect to all.
14:00
Speaker 1
No, it was 2.4. Yeah, yes, that's correct. Yeah. Yeah. OK. Yeah. Well, I think you've helped me get on 2.4, so I'm in good shape. I don't wanna bug you too much. One final question. A -- I do have my Linksys router firmware settings to auto update. Would you Uh you'd be able to confirm just a health check of my my firmware just to make sure maybe you can see it on your side. Uh I'm not sure. uh okay um [silence] Checking checking I'm clicking device list.
15:00
Speaker 2
firmware okay let me check sir um the firmware you have here let me check okay the latest um for more for this device is uh 1. 1. 7. 2. 1. 6. 9. 4. 0. is that the same one you have on your device uh-huh you can also see it on your Oh shit hell
16:00
Speaker 1
Okay. firmware one, one, seven, two, one. 16, 940. Yeah. Okay. Fantastic. Oh, fantastic. So this automatically gets updated. Okay. Fantastic. Well, excellent. I think I'm all set. Thank you for all your help. I really appreciate it. Fantastic. Thank you again. Take care. Bye now.
17:00
Speaker 2
apps sir on their nodes one six nine four yeah that's their most updated version sir it was released last um July just this uh few days ago yes yes yes sir as long as it is set to automatic sir it's uh it should be um automatically updated on your interface even on your app thank you sir you're welcome sir it's my pleasure assisting you feel free to call us back for any other concerns okay you're welcome sir have a good day
17:00