V2 Rubric Detail — 8282ed4a-74f1-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 02:06
Duration
29m 54s
Contact
Helen Jeneson
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135451
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: EA7300 - unable to connect a security camera
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 3 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership3.50/5
EscalationN/A
Customer Exp1.07/5
Overall18.2% (-3.8)

V2 Grader Summary

The agent failed to perform meaningful troubleshooting for the Blink camera's Wi‑Fi issue, offered paid assistance prematurely, and provided only partial technical guidance. No resolution was achieved, and the interaction displayed avoidance and poor call control, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to connect Blink camera to 2.4 GHz Wi-Fi; agent provided incorrect technical advice (e.g., '5G is too fast'), failed to verify basic troubleshooting steps, and offered contradictory paid support. Issue unresolved.

Troubleshooting Steps
  • Asked for router model and serial (serial partially obtained, model not obtained)
  • Incorrectly advised that 5 GHz ('5G') is 'too fast' for the camera
  • Suggested testing connectivity with a phone or laptop but did not guide through verification
  • Suggested factory reset without confirming basic steps (SSID visibility, password accuracy)
  • Offered paid support with contradictory pricing ($15 vs free email instructions)
Key Observations
  • Agent provided materially incorrect technical explanation: '5G is too fast' and 'camera is slow' — contradicts KB guidance on 2.4 GHz vs 5 GHz bands [12:00].
  • Failed to obtain router model number — critical protocol failure.
  • Did not guide customer to verify if 2.4 GHz network was visible or accessible on a test device (e.g., phone or laptop).
  • Suggested factory reset without confirming basic troubleshooting steps (password, SSID visibility).
  • Contradictory paid support pricing: $15 charge vs 'email instructions are free' — undermines trust and compliance [25:00].
  • No resolution achieved; call ended with issue unresolved.
Positive Highlights
  • Attempted to identify the 2.4 GHz SSID (Linksys03438) — correct per KB guidance on band separation.
  • Asked for router serial number — protocol-aligned.
Agent Errors / Gaps
  • Incorrect technical explanation: '5G is too fast' and 'camera is slow' — not supported by KB; correct reason is band compatibility, not speed [12:00].
  • Failed to collect router model number — required for proper support per KB protocol.
  • Did not guide customer to check if 2.4 GHz network appears on a phone or laptop — basic troubleshooting step per KB.
  • Suggested factory reset without confirming password or SSID visibility — skipped essential steps.
  • Contradictory paid support pricing: first stated $15, then said email instructions are free — misleading and non-compliant [25:00].
  • Made irrelevant and confusing statement: 'we don't keep passwords that read that Pedallo goes against the law' [19:00].
  • Did not provide any self-help path after paid-support decline — violates KB guidance on offering KB articles, chatbot, or email instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer still cannot connect Blink camera; agent only offered email instructions and paid remote help, no resolution achieved.
R2 Not Met Diagnostic thoroughness conf 90%
Agent did not perform basic troubleshooting (reboot, verify password, test with phone/laptop, check 2.4GHz SSID), jumping straight to paid support.
R3 Not Met Correct resolution path conf 90%
Out-of-warranty status was mentioned, but the agent did not follow the OOW standard of providing full best-effort troubleshooting before offering paid service.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent correctly identified the 2.4GHz requirement for the camera and attempted to isolate the issue by testing other devices. However, the process was disorganized, and the agent failed to verify the actual SSID configuration or password accuracy before suggesting a factory reset.
T2 Not Met Appropriate tools / resources used conf 95%
Agent failed to use any available tools or direct the customer to the local admin interface (192.168.1.1 or myrouter.local) to verify if the 2.4GHz band was enabled or if the password had been changed, which is the standard procedure for WiFi connectivity issues.
T3 Not Met No misinformation conf 100%
Agent provided materially incorrect technical information by stating 'Your 5G is too fast, and your security camera is slow. They will not synchronize.' Compatibility is based on frequency bands (2.4GHz vs 5GHz), not the 'speed' of the signal. This is a technical inaccuracy.
Communication
C1 Not Met Clear & professional language conf 85%
Agent never set clear expectations, had long silences, and failed to steer the conversation toward a solution.
C2 Not Met Confirmed understanding conf 85%
Communication was vague, jargon-heavy, and the agent did not confirm the customer’s understanding throughout.
Customer Ownership
O1 Partially Met Ownership & empathy conf 75%
Agent stayed on the call and offered options, but repeatedly said 'my hands are tied' and did not take ownership of fixing the issue.
O2 Met Proactive follow-through conf 90%
Agent gave a concrete next step – email instructions to be sent within a few minutes – and mentioned a paid‑assistance option.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was available; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent apologized and expressed regret ('I wish I could help more'), but overall tone was dismissive and did not fully acknowledge the customer’s frustration.
X2 Not Met Tone & rapport conf 85%
Agent maintained a scripted, one‑size‑fits‑all approach and did not adjust language or pace to the confused, frustrated customer.
X3 Not Met Overall experience conf 85%
Customer was asked repeatedly for the same information, and the agent added extra steps (paid service) instead of simplifying the process.
Call Transcript48 turns · 51 lines
Speaker 2
Welcome to Linksys 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 your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. 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 your service options, press two. To hear these options again,
00:00
Speaker 1
What's your area number? uh huh. Uh it's uh. Go. Terio. Take a picture on your phone. I don't have my phone. Helen Jameson. Yes. Uh huh. Okay. What? My email address is Helen H-E-L-E-N_E like eagle P-S P-I-S-S@yahoo.com
01:00
Speaker 2
Press 8. 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 Lenox. My name is Nathan. Who am I speaking to? Hello? [inaudible] Hello, Helen [inaudible]. If this is your first time calling us, we'll then wait. Helen [inaudible], that would be great. Please provide your email address. Email address
01:00
Speaker 1
Jameson? J-J and J-Jr? We have a link case water here. And I'm just wondering, because we have cameras here inside of our, apartment, and it's not connecting. It say, we call to the, blink, because our camera is blink. It said, they need 2.4 gigabytes. I'm just wondering how come, how come not connecting to the Wi-Fi water. You want a serial number? [silence]
02:00
Speaker 2
yahoo.com... your name is Helen Ebison, right? Janison... good. Okay. Tell me, how can I help you? What is the issue about? [silence] Alright. Please give me your router's model and serial number. Take a look.
02:00
Speaker 1
hold on a minute. It's 19 P as in P 3, Gerald Lou Mazen Theresa Zindel. Yeah, I found it. All right. All right. Four.
03:00
Speaker 2
B as in Peter, or P as in Tango. Oh. Okay, I got it. Yeah. Your router is capable of 2.4 and 5 gig.
03:00
Speaker 1
Alright. They said it's the Wi-Fi, not connected. My Wi-Fi is at Spectrum. [silence]
04:00
Speaker 2
and 5g it is capable of handling those two so if your blink uh security camera requires 2.4 your router is already available with 2.4 now did you call the blink if they what is the recommendation coming from them what why when you open the blink security camera they have an interface right they have uh application can it see the wifi name your wifi no no that's your internet service provider the name of your wifi is do you know the name of your wifi [silence]
04:00
Speaker 1
name of my Wi-Fi? Hold on. S, L, T-C-03438 is five JJC yeah 0.4 silence Yeah, this is 03438 silence
05:00
Speaker 2
Do you have two? Okay. That's the third one. Do not choose the guest because that's for everybody and there's no security in that one. In the Blink, you need to connect to linksy 03438. That's the two point four. Do not connect to linksy 03438. That's 5G. It will not connect to the 5G. Only the first one. Okay. By the way, who's your internet? Is it Spectrum, the internet company or? Extreme Spectrum. You call them. All right. Now, this is what you're going to do, Helen. You are already on the right track. You call Blink again to ask
06:00
Speaker 1
The problem is it's not, yeah I know the problem is it's not reading for Wi-fi they're not connecting to the Wi-fi. Yes but they asking for password. Oh okay hold on okay
07:00
Speaker 2
during the setup, it will ask what is the Wi-Fi name. Do not use the links zero three four three eight 5G, it will not connect there. Use links zero three four three eight. That's the two point, so you have to understand. But other devices, let's say your phone, can it connect to links zero three four three eight? I mean, you try. Yeah, do you know the password? The password is underneath the router. You try that one.
07:00
Speaker 1
hold on I think so hold on a minute WBN
08:00
Speaker 2
What is the Wi-Fi password? Is this the same as the one underneath enclosure? Hmm, it should be, right? Sorry. Go ahead. Louis. Louis. That's all right. [silence] Mm-hmm. Can you try to connect to 5G? I used the, what is the password for the 5G?
08:00
Speaker 1
I think the, I don't know. They're the same, I think. Sir. Way occurred. 38. They're the same. How do you occur? They tried it's connecting. But I cannot connect the 03438.
11:00
Speaker 2
do you know the password of the Wi-Fi? do you know the password of the Wi-Fi? you should be it's okay you try to connect a phone or a computer to find to the two point forn G yes connect it okay try a connect try and connect it try to
11:00
Speaker 1
I have no can you? Sure I can! Can you connect the hold on. Can you connect to your laptop the 03 for three eight not 5g please. Okay. So my link is my router is can allow cameras and home phone mini gadgets. Okay. Because we use this one been a while.
12:00
Speaker 2
Let's see, if we can connect a computer, a laptop maybe. Yes. Yes, it can. It should connect to 0343-242.4. Do not connect to the 5G, because it will not work on the 5G. Your 5G is too fast, and your security camera is slow. They will not synchronize. [silence]
12:00
Speaker 1
My camera is work and it was just only few days ago our camera is not work. I don't see it. They said that it's not reading for the Wi-Fi. It was just 0:08. It almost as when we when we when we connect it again to the blank, my camera is blank, and they not they cannot find the Wi-Fi.
13:00
Speaker 2
Maybe the problem is the camera itself. What do you? [silence] What you can see? Mhm. [silence] Okay, now, uh, what you're trying to do Helen, is to make sure that the Wi-Fi, your router is working. We will remove the Blink camera, we will not use it. We will use your phone or your laptop to connect to Linksys03438. If you can connect a phone or a laptop in 03438, meaning your router is working. And, something is...
13:00
Speaker 1
[silence] Yeah, but like when I typing the password is not working. [silence]
14:00
Speaker 2
What's wrong with the blink? And then you can call the blink and say that your router is working. You can connect the phone and the TV or whatever. And only the blink, you can ask them for a replacement, refund or whatever. And then tell them, hey, your blink is not working. You cannot say that one and then they say, hey, our blink is working. Because they say the router is wrong or something wrong. But then if you say our router is working, I can connect the laptop. Then they can say those things to you as well.
14:00
Speaker 1
[silence] network link 03438. [silence] This network is operating in Wi-Fi. What channel is used by Zibil? [silence] [silence] [silence] link and link 03438 guess. And the other option is 03438 that 35.
15:00
Speaker 2
Forget this network and the phone when you see 03438. Select the Select the Option forget this network. Can you see that option when in your phone when you see links effectively for three. There's an option for you to join this network is also an option forget this network. Can you see the option forget this network? Okay. Selected.
15:00
Speaker 1
guess, yes, with guess, guess, it's 03438. Okay. Password, yes. Password, password, insert a password. Okay. My password is kg O. H N-I-N-A-M-B-E-N
16:00
Speaker 2
Do you have to sit in three, four to eight. Right? Can I get no, no not that one, the other one, first one. Yeah. Select that one and then when you select that one, tell me what happened. Did it ask for a password or is there a joint? Is there an option for you to select the password is underneath the router? That is the router password. Take a picture of it so that you can get it correctly.
16:00
Speaker 1
This network is operating on Wi-Fi channel. I use, I cannot connect It's that only 5G Nature not the other. There's no way to connect just 5G only, but there is a guest. Silence anyway, it's only 5G.
17:00
Speaker 2
Alright. Now that's uh can you connect to the guest, try it. Is there a password on the 5G correct? It can connect to the 5G.
17:00
Speaker 1
[silence] I don't know what the password is for 5G. Rillac have an idea of the password for IG curiosity. are you sure? Yes mmm okay, I'm going to have. a,e is ia N W. because we use a 5J or or our or our gadget. So it should be worth that our TV I don't know is there end? did you connect the 5G to your TV? Where's the remote? I'm pretty sure I did. 5G? Yeah. I don't know whatever I I think I did. Oh, my goodness.
18:00
Speaker 2
Can you use another phone, Guyon? Doesn't work. Mm-hm. On your TV, your TV, are you connected to the 5G or the zero three four three three eight?
18:00
Speaker 1
Hola, how do I open my TV? I wanted to have our CCTV base work. Doesn't work too, uh, these now. I don't think so. You can see in this. You can look and if we change the password. Uh, did you, uh, can you, uh, check how many how many gadget we use? [silence] I think so. Oh, really.
19:00
Speaker 2
Did somebody change a password? Did you call blink about it? No, I cannot. I do not know the password. We don't keep passwords that read that Pedallo goes against the law. No, he cannot. I cannot see. I cannot see any information around it. Yeah, you can only see the modulus router. That's the point of the router. [silence]
19:00
Speaker 1
uh, I think 5J. I don't know how to use this. I'll tell. SRN. Can you check this on TV with connect 5J or the 038048? Can you check it please? Not 5J. Connect to the 038048. Looking for wireless network. That one, yeah. Then type the password. I know this. Yes, you don't have to tell. Okay.
21:00
Speaker 2
How was the last evening? Is it connected to the 5g or the 2.4? Can you verify? Can you try to connect this literally for it?
21:00
Speaker 1
because maybe our Wi-Fi, our Wi-Fi is uh low because we use a lot of gadget. That's the one that the Spectrum said, uh we gonna ask you guys. Is how many gadget we use. So our router is good no problem. Okay. then again it's connecting to the TV. We're trying. [silence]
22:00
Speaker 2
Your router is good. Your router is good. It can handle up to 100 devices or more than 30 and then assuming that you have more than 40 in the device you send us then 20 then I don't think that would be more than uh the security camera will stop. Yeah it is. and the issue is the router
22:00
Speaker 1
True. Oh no, you can't connect. No. Silence cannot connect dot 03-438. Yes. We connect the five J. So what's wrong with this? Silence Yeah, 5G is connecting to the TV.
23:00
Speaker 2
What is there? Oh, how about the by Jeep? Can you connect? Let's figure it out. What is there? All right. So, the last word on the three... [silence] Now 2.4 is different. Somebody may have changed it. Okay. No, no, the 2.4, the 3.848. I have no idea who but it can have been changed. Now, this is what you're going to do, Helen. There is a solution for this one. The solution is to format and factory reset everything. You will lose internet, you will lose all connections. You need to set up the router again from the top like a brand new one. You set up a password for the 3G, 5G, password for the 2.4 and also the guest. You can use the same password underneath the router. We can use that one. Now, your router is already out of warranty since 2021, okay, that was five years ago. But now, okay, there are two options to proceed here. If you want to.
23:00
Speaker 1
$15. OK. OK, let me just think about it. Just think about it, maybe that's just and you're and your author.
25:00
Speaker 2
<start_of_audio> I can send you the instruction through email. Digital instruction 123, on how to reset the router and how to reinstall it. It's easy. And the other number two is if you want me to stay and assist you online, there would be a charge of $15 $15. That'll be okay? Would you like to choose the email which is $15 and then one-time non-refundable even if it doesn't work. If you try the email, it's free and if it doesn't work, give us a call and then let's go for the $15. So if you try, would that be okay? Okay. I will send you. I will send you an email to with the instructions and then you try. And if it doesn't work, you can either call us back for $15 or you can buy a new router. Stop to the.
25:00
Speaker 1
Okay. Okay. Yeah, Helen underscore P as in papa E as in eagle G as in girl O as in eagle L as in larry at gmail.com. Okay.
26:00
Speaker 2
At least you have an option. Fair enough. Okay, uh, just to confirm Helen.episs@chow.com, correct? EP. Uh huh. All right. Okay, I will send an email to you three to five, uh, five to [REDACTED_PAYMENT_DIGITS] minutes coming from now, and then you should be able to receive it. You can get it through your phone from instruction then it. Okay. All right. And we'll be here for the $[REDACTED_PAYMENT_DIGITS] payment, [REDACTED_PAYMENT_DIGITS] if you need one and just they we will make sure that it is fixable. All right. Apologies Helen.
26:00
Speaker 1
That's okay. I'm just uh, I cannot connect my Wi-Fi on my camera. For example, if I not don't, I'm gonna get another router. Don't charge me yet. Don't charge me yet. [silence]
27:00
Speaker 2
I have to follow the procedure. I wish I could help more. My hands are tied. I hope you understand. Is it clear? [silence] Don't worry. It will cost you more than the... Sorry, I will charge you, don't worry. Don't worry. I believe you. You follow the instructions in the email. But don't do it tonight because you don't have the way. It's already 11:00 at night. 10:30 in the evening. Do it by daytime so that we can give you a call back and assist you. And if you really don't want you cannot go to the Best Buy Walmart to get a new router. [silence] Sorry. Okay. Now. [silence]
27:00
Speaker 1
Yes. That's okay. So, it it's it's working up before but it's not working at all.
28:00
Speaker 2
How is it going today by Spectrum to call us and ask you how many devices are connected? Your router is good. It can connect up to 100. Do you think that there are more than a hundred devices connected to your router? I don't think so. Right? Maybe 30, maybe 40. It's still capable of handling. Even to a Blink camera, let's say, then it's still allowable to connect. It should be good. And your router is good. Yeah, it works before. Yeah, it happens all the time. Just happens every time. There's no way no way. It's not your fault. It could be a technical issue, it could be a hardware. Remember, long time ago we have smartphone or Nokia 3310. And it was good and then here comes the Apple phone now, it gets on to be more attuned for. Isn't that right? Of course. So, you don't need to worry. Okay, it's normal.
28:00
Speaker 1
sure. Okay, I have not received yet. Okay. Thank you very much. Thank you so much. Thank you.
29:00