V2 Rubric Detail — 47167938-7088-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-25 11:23
Duration
8m 5s
Contact
Martin Shute
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Developing

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00134739
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Specific device does not work

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution3.12/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+41.9)

V2 Grader Summary

The agent applied technically accurate troubleshooting aligned with KB guidance, successfully directing the customer to adjust Wi-Fi channels — a valid fix for Ring doorbell connectivity. However, the interaction ended without confirmation of resolution, preventing R1 from being Met. Empathy and comprehension checks were minimal but not absent, warranting Partially Met on X1 and X2. No critical failures or escalations occurred.

V1 Case Analysis

Ring Video Doorbell 3 Plus fails to connect to Linksys STM60 router. Advised to disable Quick Setup and set 2.4 GHz to channel 6 and 5 GHz to 44. No verification of band separation or doorbell connectivity performed. Follow-up required.

Troubleshooting Steps
  • Collected router model (STM60) and serial number.
  • Confirmed Ring doorbell model (3 Plus).
  • Guided customer to router web UI and instructed to disable Quick Setup.
  • Changed 2.4 GHz channel to 6 and 5 GHz channel to 44 via web interface.
Key Observations
  • Agent used non-standard UI term 'incredible Wi-Fi' (transcript [05:00]), which does not appear in any Linksys KB and likely confused the customer.
  • No verification that the 2.4 GHz band was enabled or that the Ring doorbell was attempting to connect to it — critical omission given Ring's 2.4 GHz requirement.
  • Agent did not confirm whether the router was broadcasting separate SSIDs for 2.4 GHz and 5 GHz bands, which is often necessary for IoT devices.
  • No post-change validation of the doorbell connection was attempted, leaving resolution status unknown.
  • No HappyFox case was created, violating standard protocol for support interactions.
Positive Highlights
  • Collected router model number (STM60) and serial number from the customer (transcript [02:00]), which is essential for device-specific support.
  • Confirmed the exact model of the Ring doorbell (3 Plus) (transcript [03:00]), ensuring accurate troubleshooting context.
  • Provided specific channel configuration guidance (2.4 GHz → 6, 5 GHz → 44), which aligns with best practices for reducing interference.
Agent Errors / Gaps
  • Used incorrect and non-existent UI label 'incredible Wi-Fi' instead of standard terms like 'Wi-Fi Settings' or 'Wireless' (transcript [05:00]), which may have caused navigation confusion.
  • Did not verify that the Ring doorbell was connecting to the 2.4 GHz band, which is required for Ring devices per adjacent_smart_home_iot.md.
  • Failed to confirm whether the router was set to mixed mode or had separate SSIDs, which impacts IoT device connectivity.
  • Did not instruct the customer to test the doorbell after applying changes, missing a critical validation step.
  • Did not create or reference a HappyFox support case, violating standard protocol.
  • Provided channel change advice without confirming compatibility — Ring devices may have limitations on channel width or DFS channels; channel 44 is DFS and may be blocked on some devices or in some regions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent ends with 'try to connect again your ring doorbell to the network' — no confirmation of successful connection or resolution.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer to disable Quick Setup, manually set 2.4GHz to channel 6 and 5GHz to 44 — targeted, logical steps addressing interference and band steering, consistent with KB guidance for IoT setup.
R3 Met Correct resolution path conf 93%
Agent selected correct path: adjusting Wi-Fi channels per KB recommendations for Ring devices; no indication of OOW or hardware fault requiring different handling.
Technical Accuracy
T1 Met Technically accurate info conf 92%
Agent confirmed device model (Ring Doorbell 3 Plus), verified login status, identified error ('unable to connect'), and diagnosed potential band/interference issue — logical diagnostic flow.
T2 Met Appropriate tools / resources used conf 96%
Agent correctly used the web UI (http://myrouter.info) as the appropriate tool for configuration changes; no remote tools needed and not available for SPNM series.
T3 Met No misinformation conf 97%
Instructions to disable Quick Setup, set 2.4GHz to channel 6, 5GHz to 44, and save are factually correct per adjacent_common_wifi_questions.md and spnm_router_setup.md.
Communication
C1 Met Clear & professional language conf 91%
Agent maintained control by confirming model, guiding through UI steps, and directing next actions without losing focus despite customer digressions.
C2 Met Confirmed understanding conf 89%
Agent used clear, consistent terminology (Quick Setup, channel, 2.4GHz) and repeated instructions when needed; customer followed successfully, indicating comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case end-to-end, did not transfer, and stayed with the customer through troubleshooting steps.
O2 Met Proactive follow-through conf 96%
Agent provided specific next steps: disable Quick Setup, change channels, save, then retry Ring setup — clear and actionable.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent did not explicitly acknowledge frustration, but remained patient and solution-focused throughout; no discourtesy observed.
X2 Partially Met Tone & rapport conf 88%
Agent adapted pacing to customer’s navigation speed and repeated steps when needed, though no active comprehension checks (e.g., 'Can you confirm you see X?') were made.
X3 Partially Met Overall experience conf 87%
Customer had to manually navigate UI, but agent provided precise guidance; no avoidable repetition, though a remote session wasn’t offered (not supported on SPNM).
Call Transcript16 turns · 16 lines
Speaker 1
All right, Josh. My name's Martin. I've been trying to, um, connect my Ring doorbell to my uh new router and uh internet provider without any success at all. I wonder if you could help me. How many what, sorry? So how many link devices did you say? And the doorbell, just one? Oh, oh, I've
00:00
Speaker 2
Welcome to Linxis support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linxis. My name is Josh. How may I assist you today? Got this one, sir. And just to verify, how many nodes or how many Linxis routers do you have in total. Uh how many Linxis devices do you have in total? Uh and how many Linxis routers, sir? Like the one provided by your internet service provider.
00:00
Speaker 1
got one, one router and it's connected by um oh there you got it. hang on a second. I've got the picture on somewhere. Uh, let's go into my pictures. Uh, gallery. let's back here somewhere. Yeah, I yeah, I did manage to, get it working and I tried it on a mobile hotspot and I got it working on that. But when I went back to try and get it to my router, it just wouldn't have it. What's that one? No, that's not that one. Uh, not that one. I'm just going back to my gallery. I took a picture of it a while back. here we go. Where we go? right. Um,
01:00
Speaker 2
I have this one and my have the serial number of that order please uh-huh no wars mm-hmm mm-hmm uh I understand no wars [silence]
01:00
Speaker 1
serial number. Yeah? and it's 72e1 O M 2 so 9f for freddie 13 99 three. The model number is STM 60. It's Martin shoot. It's it's Martin shoot one at hotmail.com.
02:00
Speaker 2
Yes, sir. Thank you so much for that answer. And what's the model number of your router? Thank you so much for that information. And may I also have again your first and last name. Uh-huh. And what about your email address? Thank you so much for that. So, going back to the issue, sir, may I have the exact model of this Ring doorbell that you orbit?
02:00
Speaker 1
Okay, this is the Ring Video Doorbell 3 Plus. yeah. Yes, it, no, it is wrong. No, I, I changed my internet provider, so I had a new router and ever since I've been trying to connect it, it won't connect. I've connected everything else in my house, but not the doorbell. Yes. Yes, I do. I, yes, yeah, I've done that. I've tried that. [silence]
03:00
Speaker 2
So we're trying to connect to the router's network. Did you say "three plus"? Uh-huh. So just to confirm uh, this doorbell was not working fine before with this router, correct? Uh-huh. Mhm. I see. Got this one. And are you currently logged in into the Linksys Now page? Uh-huh. And have you already like separated the bands or the network? I uh-huh. Uh-huh. And have you like separated the bands or the network? I uh-huh. Uh-huh.
03:00
Speaker 1
um do you mean on my ring doorbell or the uh it was a seven it uh there was a can't remember what the other bit was it was a while back it just says unable to connect yeah um through numerous unable to connect yeah try again and uh yeah i've gone through the process numerous times yes yes and i read in the literature that this doorbell should be able to connect to 2.4 and five but i've tried both um taking the five off and it still won't won't connect [silence]
04:00
Speaker 2
And what was the error message when you tried to connect this ring doorbell to the router?
04:00
Speaker 1
Yep, I'm there. Quick setup. Okay, quick setup, yep. Oh, okay. So if I go into go into that oh, hang on a second how do I do that? Do I edit it somewhere? Yes. Which which
05:00
Speaker 2
Got this one. So, uh, since you're already logged in into the web user interface, did you tap or click the menu icon and then go back or go to the incredible Wi-Fi? And that's great. So, under that setting sir, yeah. So, toggle it off the, yeah, toggle it off and then try to change the 2.4 channel to six. Right. Yeah. So, on the incredible Wi-Fi screen, uh make sure to toggle off the quick setup and then you should be able to see the channel under the 2.4 band and yeah, just click the edit icon there and then you should be able to select other channels. [silence]
05:00
Speaker 1
The, Wi-Fi name, password, security mode, and, Wi-Fi mix., Oh. Oh, here we go. Yeah, channel. Is it channel width or just channel? Channel. Okay. Okay. Okay. Then I've got uh, got a, six. Yeah? Yes. Anything okay? No. Oh. I've got, I've got four, I've got forty. Is forty okay? No, just says forty.
06:00
Speaker 2
Look for the option that says, channel, and it should be on the bottom of the screen. Yeah. Just channel, sir. Yeah. And again, set it Yes, set it to six. That's correct. Not yet, sir. For the 5 GHz band, kindly set the channel to 44. And then, hit okay. Hmm. So there's no 44 there.
06:00
Speaker 1
It says up to, up to, it says up to 20, up to 40, up to 80. Oh, hang on one second. Hang on, hang on a minute, I made a mistake. There we are, 44. Beg your pardon, I pressed the wrong edit. Okay. Yep. Yep. Yep. And save and OK. Okay, I'm not done this before. So, and we're just processing the, uh,
07:00
Speaker 2
I see. How about, I see. Uh, yeah, it should be, no worries. And yeah, once you have set the channel for the 2.56 and 44 for the five gigahertz band make sure to press save on the, yeah, on the screen. And, alright, an and after that one, try to connect again your ring doorbell to the network.
07:00