V2 Rubric Detail — 2e3154b8-6bda-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 12:27
Duration
16m 16s
Contact
Hector Danvers
Issue Type
WiFi Connectivity
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00131557
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
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Ticket subject: Doorbells keep disconnecting from the 2.4 GHz band

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.6/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall93.8% (+41.8)

V2 Grader Summary

The agent conducted accurate, tool-appropriate troubleshooting by changing the 2.4 GHz channel to 6 — a valid fix for interference-related dropouts — and maintained strong ownership and communication. While the issue was not confirmed resolved, a meaningful step was taken with clear next steps, warranting Partial Resolution. Initial assessment underestimated T1 and R3; the diagnostic path was logical given the reported symptom and device type.

V1 Case Analysis

Customer reports Ring doorbell disconnects from 2.4 GHz after a few days. Agent changed 2.4 GHz channel to 6 via myrouter.info under Incredible Wi-Fi. Did not verify band steering status or post-change connectivity. Advised monitoring for 24–48 h. Ticket #131557 created.

Troubleshooting Steps
  • Guided customer to log into router web UI (myrouter.info).
  • Navigated to 2.4 GHz band settings under Incredible Wi-Fi.
  • Changed channel to 6 (non-overlapping) and saved.
  • Verified the change was applied in the UI.
Key Observations
  • Agent assumed access via myrouter.info, which is correct for SPNM/LN series but not confirmed — customer could have a different model.
  • Did not verify or disable band steering, which is a primary cause of 2.4 GHz-only IoT devices dropping (per KB: universal_legacy_device_wifi.md and adjacent_smart_home_iot.md).
  • Customer struggled with UI navigation (scrolling) at [10:00–13:00]; agent’s troubleshooting was reactive and did not resolve the root cause of the UI issue.
  • No verification that the Ring doorbell reconnected after the channel change — critical step missing.
  • No collection of router model, serial number, or warranty status, despite troubleshooting a hardware-dependent configuration.
Positive Highlights
  • Maintained a polite and patient tone throughout the call, especially during customer UI difficulties.
  • Correctly identified and changed the 2.4 GHz channel to 6, a non-overlapping channel that reduces interference (per KB: universal_band_interference.md).
  • Successfully guided the customer through the web UI login and navigation to the correct settings section.
  • Provided a ticket number (131557) and clear next-step instructions for follow-up.
Agent Errors / Gaps
  • Did not ask for or confirm router model/serial number, violating protocol for hardware-specific guidance.
  • Did not verify or advise disabling band steering, which is a known fix for 2.4 GHz-only IoT devices (per KB: universal_legacy_device_wifi.md and adjacent_smart_home_iot.md).
  • Assumed the router supports myrouter.info without confirming it is an SPNM/LN series device.
  • Did not verify that the Ring doorbell successfully reconnected after the channel change — outcome not validated.
  • Provided incomplete UI navigation guidance when customer struggled with scrolling; failed to suggest alternatives like using arrow keys or different browser zoom.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent changed the 2.4 GHz channel to 6 but did not confirm resolution; instructed customer to monitor for 24–48 hours. Issue was not confirmed resolved, but a meaningful step was taken.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through logging in via myrouter.info, navigating to Incredible-WiFi, disabling Quick Setup, and changing the 2.4 GHz channel to 6 — all relevant and logical steps.
R3 Met Correct resolution path conf 92%
Agent pursued a valid troubleshooting path (channel optimization) consistent with KB guidance for interference-related dropouts. While band steering wasn't addressed, channel change is a correct first step for intermittent 2.4 GHz disconnections.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent confirmed the symptom (Ring drops after days), verified router access, identified use of SPNM model (via myrouter.info), and targeted 2.4 GHz channel settings — a logical diagnostic flow for interference.
T2 Met Appropriate tools / resources used conf 98%
Agent correctly used the router’s web interface (myrouter.info) — the appropriate and necessary tool for adjusting channel settings on SPNM models.
T3 Met No misinformation conf 99%
Instructions to set 2.4 GHz channel to 6 and save changes are technically accurate per universal_band_interference.md, which recommends non-overlapping channels 1, 6, or 11.
Communication
C1 Met Clear & professional language conf 91%
Agent confirmed identity, referenced prior notes, maintained control during troubleshooting, managed page-load issues, and closed with clear next steps and ticket number.
C2 Met Confirmed understanding conf 95%
Agent adapted language to customer’s pace, confirmed browser type, walked through scrolling issues clearly, and used repetition effectively when customer struggled.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case end-to-end, did not transfer, referenced prior history, and provided a ticket number for continuity.
O2 Met Proactive follow-through conf 98%
Agent set a clear next step (observe for 24–48 hours), explained when to call back, and provided a ticket number for follow-up — fulfilling all required follow-through.
O3 Met Closure confirmation conf 97%
Agent referenced previous case notes, did not re-ask already-documented issues, and ensured continuity by issuing a ticket number for future reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted at this stage — the agent was appropriately continuing troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 96%
Agent expressed gratitude, remained patient during technical difficulties, used polite language, and maintained a professional tone throughout.
X2 Met Tone & rapport conf 94%
Agent matched customer’s communication pace, responded to confusion with clarity, and maintained engagement despite UI navigation challenges.
X3 Met Overall experience conf 89%
Agent avoided making the customer repeat known information, guided them efficiently to the correct settings, and minimized effort despite browser interface limitations.
Call Transcript24 turns · 26 lines
Speaker 1
I am still making that oneHi, good afternoon. I am just calling in regards to if any of the devices connecting to the 4G sort of two point 4G gigahertz would be still having those issues of the previous call. We should be on your notes. No problem. Yes, yes. so it's just, it's just the ring device, the ring device only connects to 2.4 gigahertz, but it will connect, but then it would drop off after like a few days.
00:00
Speaker 2
Hello, sir. Thank you for patiently waiting. And just to confirm, am I talking to Mr. Hector Danvers? All right. Thank you so much for confirming. And upon checking the case or sorry, the notes of the previous submissions, uh it indicated here that your devices are not able to detect the 2.4 band of your router. So just to confirm, are you experiencing the same issue? Like all your devices aren't able to detect the 2.4 band? uh huh.
04:00
Speaker 1
Correct. Port down. It's not far, no. Within five meters, it's not far. Go ahead. No, no, but I can log in. Okay, well, uh, have you got the webpage? Yes, please. [ silence]
05:00
Speaker 2
I see I see got this one sir and also you only have one links router correct and may I know how far are these doorbells from these links of routers sir with it all right got that one and are your sorry are you already log in into the router's web setting page ah yes sir so for now kindly re-access or log into the web user interface because we're going to optimize the 2.4 band would you yeah would you like me to walk you through it not the worst so on your computer kindly make sure that the computer first is connected to the router's network
05:00
Speaker 1
Yep.
06:00
Speaker 2
Yes, sir. And then press enter. All right. And are you already on the page or screen, uh, asking you to, that says your connection is not private? All right. So, by the way, may I know the browser that you are using to access the web user interface? [silence]
06:00
Speaker 1
it's Chrome clear, okay correct yeah. yeah okay. let me, [silence]
07:00
Speaker 2
Is it. Chrome. All right, so on that screen, kindly click on advanced and then click on proceed to myrouter.info. Mm-hmm. And I assume you are already on the screen asking for uh router password, correct? Thank you. And you may now enter your login password to log in. Thank you. So on the dashboard, kindly tap or click on
07:00
Speaker 1
Menu okay. Yeah. Yeah. Sorry. Oh, yeah, yeah. Channel, yeah. Channel. Auto-channel, yeah. Okay. Channel. Now, there's only one
08:00
Speaker 2
um, on the menu icon. All right, so on that screen, click on the incredible Wi-Fi. Make sure that the quick setup is toggled off. Uh, so let's focus on that 2.4. So on the 2.4 band, are you able to see the channel, like under channel width? Uh, you can scroll down to see it. Yeah, so I assume, uh, all right. So, kindly click the edit icon, and then for the channel, select six. Like channel six.
08:00
Speaker 1
only got ultra or 20 mega. Oh no, that's channel width isn't it? 106, sorry. Channel. Okay, channel 6, okay, select channel 6. Okay. Yep. Press okay.
09:00
Speaker 2
Yes sir not the channel with NoOr. Yes. All right and then press save. Or click apply. Yes sir then press Okay. So once uh after you press Okay. Sir can you go back again to the incredible uh Wi-Fi and check again if the new channel uh had been saved.
09:00
Speaker 1
I just go out and come back in. scrolling down all it's not allowing me to scroll down
10:00
Speaker 2
Yeah, just to make sure that the, yeah, the new settings have been saved. [silence] [silence] Oh, uh, try to reload or refresh the page and then just go back to the.
10:00
Speaker 1
here.
11:00
Speaker 2
menu icon and incredible Wi-Fi. [silence] Uh, hello, sir? Are you? [silence] Does it
11:00
Speaker 1
Let's scroll down the page, or snooze the scroll.
12:00
Speaker 2
scroll down. Try to, it could be possibly, Sarah, that you are trying to scroll down using the inner options there, like the horizontal line. So, try to click the other one, like the outer left hand, right panel, like on the screen or on the browser.
12:00
Speaker 1
[KEEP_UNCERTAIN] [silence] It doesn't seem to be working with the mouse or the arrow. I don't know how I did it the first time. But it-- No, I don't see no line. No, I don't see no line. No, I don't see no line. Oh, you can see you can-- you can see. Hey yeah, okay, okay good.
13:00
Speaker 2
Hello sir. Are you have are you having. A hard time to scroll down to the. Yes. Are you having. A hard time to scroll down to the. I see. Ah. Ah. Ah know so on on the screen uh you can see the the vertical lines there like first is on the Snail page and the outer vertical lines and on the uh outer right panel. Can you see those options there like that? For you to be able to scroll down. I see. Uh however you can see on the page that the channel have has already been changed to channel 6. Yeah.
13:00
Speaker 1
Optimized, okay. All right, yeah. Yeah, yeah.
14:00
Speaker 2
So, yeah, for that one, sir, since we just optimized the channel for this two point four band. For this one, I would recommend observing the connection on your doorbells for 24 to 48 hours and just give us a call if you will be experiencing the same issue. However, there should be an improvement regarding with the connection, since again, we have already optimized the channel. Yes, sir. So just to verify, your doorbells are able to connect to the network, it is just that they keep disconnecting from the 2.4 band. Correct? All right. Yeah. So Yeah. So since that's the case and we just optimized the system. Yeah, for now, kindly observe the connection on your doorbells, okay? And and don't worry, sir. I will be also providing you a ticket number so that in if the case like if
14:00
Speaker 1
Okay? Good. Yeah, so. Yeah. Yeah. It's just a ticket number. When I... Okay, perfect. Thank you very much.
15:00
Speaker 2
case that the issue will be like uh insisting, uh the next technician can easily pull out your record. So, do you have, do you have a pen and paper there where you can write this down? Okay, great. So, wait. Are you ready for the ticket number? Okay, great. So your ticket number is one three one five five seven Yes, sir. So again, if the, so if you've served that still your doorbells skip, still keep disconnecting coming from that 2.4 band. Yeah. Just give us a call so that we can further isolate and troubleshoot your router. All right. You're most welcome, sir. And thank you so much again for your time and patience. And is there anything else that I can assist with you today? got it serenity if you need further assistance in the future just repeat to give us a call thank you again for calling link sister you have a great day bye for now
15:00