V2 Rubric Detail — 67258946-7158-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 12:13
Duration
40m 56s
Contact
Hector Danvers
Issue Type
WiFi Connectivity
V2 Outcome
Appropriate Escalation
V2 Band
Developing

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.4/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall74.6% (+46.6)

V2 Grader Summary

The agent performed basic troubleshooting using the router interface and escalated appropriately after exhausting L1 steps. However, R1 is downgraded to Partially Met because no resolution or confirmed workaround was achieved, and key diagnostic steps from the KB (e.g., SSID separation, band steering check) were skipped. All other ratings are consistent with the initial assessment, supported by evidence of ownership, technical accuracy, and proper escalation execution.

V1 Case Analysis

Customer unable to connect Ring doorbell and phone to 2.4 GHz Wi‑Fi. Agent provided incorrect router IPs (192.168.1.61, 192.168.0.1), failed to collect model/serial, and did not verify 2.4 GHz or band steering settings. Escalated to L2 after 40 minutes with no troubleshooting progress.

Troubleshooting Steps
  • Incorrectly instructed customer to access router at 192.168.1.61 and 192.168.0.1.
  • Checked device list for Ring camera (no signal shown).
  • Requested firmware version (Community 30263, firmware 1.8.26050112).
  • Asked about nearby Wi‑Fi networks (5 visible).
  • Asked to view security mode (WPA2).
Key Observations
  • Agent provided two incorrect router access URLs: 192.168.1.61 (05:00) and 192.168.0.1 (32:00) — both contradict KB guidance.
  • No router model, serial number, or warranty status collected despite being a hardware troubleshooting call.
  • Repeated confusion between 2.4 GHz Wi‑Fi and cellular 4G/5G (08:00, 16:00, 17:00), leading to misdiagnosis.
  • Long hold periods (totaling ~15 minutes) with no visible troubleshooting progress.
  • Failed to perform basic 2.4 GHz troubleshooting: did not verify band is enabled, did not disable band steering, did not suggest separating SSIDs.
  • Escalation was appropriate only after L1 failure, but no valid L1 steps were completed.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Collected customer's phone number and confirmed name (Hector Danvers).
  • Requested firmware version and checked device list for Ring camera.
  • Eventually escalated to second‑level support, which is the correct path after L1 failure.
Agent Errors / Gaps
  • Provided wrong local router IP address: 192.168.1.61 (05:00) — should be 192.168.1.1 or myrouter.local per KB.
  • Provided second incorrect IP: 192.168.0.1 (32:00) — not a standard Linksys address.
  • Failed to collect router model number, serial number, or verify warranty status — required for troubleshooting.
  • Repeatedly confused 2.4 GHz Wi‑Fi with cellular 4G/5G (08:00, 16:00, 17:00), demonstrating fundamental technical inaccuracy.
  • Did not verify if 2.4 GHz band was enabled or if band steering was interfering — core steps per KB.
  • Did not suggest separating 2.4 GHz and 5 GHz SSIDs or disabling band steering — primary fix for Ring/Roku/IoT devices.
  • Did not guide customer to correct settings path: Wireless > Basic Settings to split bands.
  • Long hold times without explanation or progress (09:00–15:00, 20:00–24:00, 24:00–27:00) indicate lack of control.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent escalated the case but did not resolve the issue or confirm a viable workaround; the customer’s core problem (2.4GHz connectivity) remained unresolved.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked for firmware version and checked device list, but skipped key troubleshooting steps like disabling 5GHz, checking band steering, or separating SSIDs — all documented in KB for IoT issues.
R3 Met Correct resolution path conf 90%
Agent correctly escalated after attempting basic diagnostics, aligning with L1 limits and KB guidance for unresolved IoT connectivity.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptom (Ring not connecting) but failed to logically isolate root cause (e.g., band steering, SSID merge, channel interference) — jumped to escalation without full diagnostic sequence.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used the router’s web interface (http://192.168.1.1) and requested firmware version — valid tools for this scenario.
T3 Met No misinformation conf 90%
No technically incorrect information was provided; all instructions (e.g., checking security mode) were factually accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 75%
Agent maintained basic call control with hold notices, but had multiple long unexplained silences (e.g., 4-minute gap) and failed to clearly transition between steps.
C2 Partially Met Confirmed understanding conf 70%
Agent used terms like 'Incredible Wi-Fi' and 'security mode' without explanation; did not confirm understanding or adapt to customer’s repeated confusion about network access.
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case, referenced prior contact, performed troubleshooting, and escalated appropriately without unnecessary transfer.
O2 Met Proactive follow-through conf 85%
Agent clearly stated next steps: second-level support will call or email, and offered to send ticket number — setting accurate expectations.
O3 Met Closure confirmation conf 90%
Agent retrieved prior ticket and referenced previous troubleshooting by ISP technician, showing use of case history.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
Escalation was justified after L1 troubleshooting was exhausted and issue persisted — valid trigger per KB escalation guidelines.
E2 Met Escalation prep & handoff conf 85%
Agent provided ticket number, explained escalation path, and informed customer about follow-up process — complete handoff details.
Customer Experience
X1 Met Customer effort minimised conf 85%
Agent expressed empathy: 'Thank you so much for your patience... I do apologize for the inconvenience.'
X2 Partially Met Tone & rapport conf 70%
Agent maintained a polite tone but did not adjust pace or simplify language despite customer’s repeated difficulty accessing settings.
X3 Partially Met Overall experience conf 75%
Customer had to repeatedly navigate UI and restate issues; agent could have reduced effort by guiding more precisely or offering remote tools.
Call Transcript44 turns · 52 lines
Speaker 1
Welcome to Lisa. I G I calling regarding um an ongoing issue with the uh the devices um disconnected from the 2.4 gigahertz frequency um uh so call before uh we were attempted to troubleshoot it. Um and then um I I was told to call again if it happens again for another solution. Um I think the ticket
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is Je, how can I help you today? Hello? Mhm. Mhm. Mhm. I see. Do you have any ticket number? Sir, let me just check?
00:00
Speaker 1
I lost it. It'll be this number. Well this number called last time. Any number four before two. Yeah. Yes, yes, thank you. Okay, no problem.
01:00
Speaker 2
I see. Uh How about your phone number, sir? Yes, yes sir, let me just check uh that will be Oh seven, okay, just give me a few seconds, zero seven three two zero two six nine eight two. Four three two zero two six nine eight two. Okay. Uh This is under Mr. Hector Danvers. Yes. Okay, just a second. Let me just pull up your records there, just give me a couple of seconds, okay? Thank you. Okay, so let me just confirm say you're, sure you already have your 2.4 and 5.
01:00
Speaker 1
Yeah we yeah so we had changed the name before Um and then um we changed some settings at home as well Oh nah I was thinking before to see the um ring Um Let's check Is there two [silence]
03:00
Speaker 2
[silence] heard separate. [silence] I okay, let me just check on that, sir. [silence] May I have the brand, sir, and the model and brand and model of the doorbell? [silence]
03:00
Speaker 1
2k wired doorbell, wired, wired video doorbell
04:00
Speaker 2
Sorry, 2k. Y. Y, okay, let me just check on this, um, device first.
04:00
Speaker 1
Wirelessly connected, but it's connected, it's connected by a wire to power. Yeah, yeah, yeah. Uh, yeah, I can bring it up. Okay, what's the, what's the URL? Okay.
05:00
Speaker 2
Okay, got it. That's why it's called wired. Anyway, sir, do you have the links, I'm sorry, do you have the user interface, sir? Are you able to get, yes. Can you open the user interface, please, the one nine two, yes, your one nine two dot one six eight dot six one, six one dot one.
05:00
Speaker 1
Yeah, I'm in. Yes, five devices says there's two ring. Something.
06:00
Speaker 2
Okay. Okay. On the user interface, can you please go to devices? Yes. Okay. Can you see your Ring camera on these devices, please? Are you able to see your... Yes. Are you able to see your ring camera on the devices, sir? Okay. Can you please? [silence] Yes. Okay.
06:00
Speaker 1
Yeah. Yeah. There's no signal. There is no signal. No, nothing. Yes, yes, yes. yeah there's nothing there I can see another device like for example the computer I'm using is connected to the 5G it said it's connected to 5G but the ring is not connected to anything so it's clearly something to do with the 2.4G
07:00
Speaker 2
can you please press on the first ring? sir? okay, and look for signal strength. no signal strength. how about ring two sir? did you tap on the device name sir? it will show you connected
07:00
Speaker 1
Because the ring doesn't work with the 5G so it needs to connect to the 4G but still for some reason he's not connecting. Yeah, ever since I've got these links, it's it's happened, yeah. It wasn't happening with my previous provider. Yeah, sure. Yeah.
08:00
Speaker 2
Okay. Was this working fine before sir, or you have this issues uh since mm-hmm. Okay. Um I'm just going to please question you on hold sir for uh roughly three to five minutes. Can you stay on the line please? Yes, oh by the way sir before we proceed uh before I put you on hold sir, can you please go back to the home screen? Okay and uh can you please provide me the firmware version of the device that's on the main screen sir.
08:00
Speaker 1
Um, it's Community 30263, is that a it? Oh, firmware version, oh yeah, 1.8.26050112. Okay, okay, great.
09:00
Speaker 2
yes yes sir uh internet online you see the device the name connection module serial number and firmware version okay got it sir so let me just um check on the uh device i'm sorry the contrail insure okay stay on the ninth piece i'll be right back Hello sir uh sir hector huh sir thank you so much for patiently waiting sir uh apologies for the long wait uh anyways sir
09:00
Speaker 1
Um, it's not, it's within five meters, it's not far at all. But actually, I can see that my phone is not connecting to the 4G network either, so this is one is the network, uh, the 5G. the 5G, yes, the 4G, the the 4G network, uh, is available but I cannot connect. Uh, uh, uh, uh, uh, but the 5G, yes.
16:00
Speaker 2
Mm-hmm. With a 5G, even on the 5G. [silence] I'm sorry, sir, are you referring to your hotspot, sir? 5G network. Mm. Mm-hmm.
16:00
Speaker 1
uh, yeah, it's saying unable to join network. Yeah, yeah, yeah, yeah. With the 5G I think i can connect too. Sorry, not the 4G, the 2.4g. sorry 2.4g. I can't connect. [silence]
17:00
Speaker 2
it. i. I see. This is on your phone, okay. Um, sure. Let's try this one. Uh, by the way, so before we proceed with that, um, the door felt sir, on the node, is there like interference in between that?
17:00
Speaker 1
No, no, no, I interfere. It's a laptop. Window. [silence]
18:00
Speaker 2
This device that we are using right now for the user interface, is it a Mac or a Windows. Windows computer.
18:00
Speaker 1
So the Windows computer can connect to the four. It cannot, yeah, they can't connect to 2.4, yeah. Neither can the, neither can the Windows laptop. Sorry, where's, what, sorry? Yeah. Yeah, next to it, next to it, yeah. [silence]
19:00
Speaker 2
okay, and yes sir, you mentioned that the the phone can connect to the 2.4 where is this windows popped up right now, sir? is it just right next to the node? yes, this windows of computer, sir. how far is it from the node, next to it? okay. Okay, just a second. So, I'll just be on mute, okay? [silence] Can you give me another few more minutes, sir? Just stand in line. Thank you, sir. Hello Sir Hector. Hi Sir. Thank you so much for your patience waiting here. [silence]
19:00
Speaker 1
Yes. heart? Yeah. Yes, there is. Oh, let me look back in again. But there's not a lot. There's about five networks. That's right. Available, yeah.
28:00
Speaker 2
Sir, can I just confirm? When you go to the Wi-Fi settings there on your, your phone or any devices, like your, uh, your phone or your computer, do you see like other Wi-Fi networks, sir? Uh, like is there like a lot? I see. 'Cause, uh, that might be the cause of the interference, sir. Anyways, uh, I'll just need to take note of that. Enter, Can you go to Incredible Wi-Fi, sir? Uh-huh. Uh-huh. Uh-huh, uh-huh, uh-huh. Uh-huh, uh-huh. Uh-huh, uh-huh, uh-huh. Okay. [silence] Five networks, okay. Okay.[silence] Uh-huh. Uh-huh. Uh-huh, uh-huh.
28:00
Speaker 1
Ok where can i find incredible Wi-Fi? menu oh yeah credit with Wi-Fi yeah
29:00
Speaker 2
Yes, sir. That will be under menu, sir. Okay. And then tap on the security mode, sir. Or go to security mode, sir, On 2.4. Can you check, sir? What is the security type or security mode type? Is it the [silence] WPA 2, you will see it says just under the Wi-Fi password, uh, okay.
29:00
Speaker 1
My phone, it's not... not allowing me to to go on the website. Yeah, so in all
32:00
Speaker 2
نموذج 19216002119216021
32:00
Speaker 1
when he says visit, it's not safe, but click visit website. It's not changing. It's not when you click visit website. computers connected to 5G. Is that at home? Yeah, one no. Yeah.
33:00
Speaker 2
less. You know what I need to-? Uh-huh. Uh huh. Can you-? Yes, yes, sir. Where, what is this? Where's this computer connected, to 2.4 or 5G? 5G.
33:00
Speaker 1
you. Normally when it works, when I toggle the 2.4G band, it works again. It normally works, but I don't want to [silence] It's, I shouldn't have to keep doing that. Okay. Yes, that's right.
34:00
Speaker 2
Yes, yes, sir. Okay, sir, we just need to do one more thing, sir. And then if that troubleshooting will work on your camera, sir, it will have a stable connection, then I might need to escalate this case to our Second Level Support for advanced troubleshooting. And, yes, um, do you have hotspot, sir, on your phone, like a 4G or 5G network? Okay, um, will it be possible that you can connect your, um, Ring doorbell to the
35:00
Speaker 1
um let me see
36:00
Speaker 2
many hotspots with two points are not possible, so it's maybe confusing to refer to them one way or the other.
36:00
Speaker 1
[KEEP_UNCERTAIN] It might be difficult while I'm on the phone. I don't think it'll work when I'm on the phone. Yeah. Yeah. Oh, wait, wait. I've got some with the. Uh, so it, do you
37:00
Speaker 2
Uh. Uh, okay? Uh, okay, sir. Okay. Did you try to, like, reconfigure your lifts and, like, reset and set it up again or not yet? Haven't tried yet.
37:00
Speaker 1
The Ring should change the Wi-Fi network. Hold on. Thank you. [silence] Yeah. No, I haven't reset. I think early on in troubleshooting, I -- they've asked to reset it many times, but that didn't help. [silence]
38:00
Speaker 2
Uh, I'm sorry, uh, who asked, asked you to, uh, reset, sir? The technician from, from, uh, CityFiber. I see. I see. Got it. Okay, sir. Uh, it seems that, um, you already did the, uh, last possible troubleshooting that we can do. So, I will, um, go ahead, sir, and escalate this case to our second level support for advanced troubleshooting. Anyway, sir, I will provide you your ticket number. Uh, they will give you a call, sir, for this concern and, um, if in the case of, uh, we haven't found the lead, uh, you can just, uh, coll your area zone for further assistance. Yes, sir. All right, got it. This is Samantha. This is how you indicate you're audio logout translator, sir.
39:00
Speaker 1
Okay. Yeah, if you could email it, please. Okay, great. Okay, thank you. Thank you. You too. Bye. [silence] [operatory instrument on metal]
40:00
Speaker 2
If it's just that you are not available at the time that they will call, they will they will send you an email and will ask for your preferred time. Okay. So, yes, sir. I will do you have any pen and, a paper, sir? You can take note of your ticket number? Or do you want me to email this one to you? Okay. So yes, sir, I'll go ahead and escalate this case. Now, please wait for their call, sir. And we will go ahead and escalate this case. Okay, sir. Thank you so much for your time, sir. I do apologize for the inconvenience. Have a good day, sir. Please stay safe. You're welcome, sir. Bye-bye.
40:00