V2 Rubric Detail — 84c2a254-637f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 21:17
Duration
19m 41s
Contact
Deby Perry
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-29.8)

V2 Grader Summary

The agent failed to resolve the request for a 2.4GHz network, provided factually incorrect information about the E5600’s capabilities, and offered no troubleshooting, escalation, or next steps. Interaction lacked ownership, clarity, and empathy, resulting in an unresolved outcome despite the issue being within scope of standard support.

V1 Case Analysis

Customer (E5600) requested help creating a separate 2.4 GHz SSID for Ring doorbell. Agent identified model but did not guide on disabling band steering or configuring separate SSIDs per KB. Issue unresolved; no admin access verified, no case created, no follow-up provided.

Troubleshooting Steps
  • Confirmed router model (E5600).
  • Asked for Wi-Fi network names.
  • Explained that a device can only connect to one network at a time.
Key Observations
  • Agent failed to recognize the core issue was band steering or SSID configuration, not device connectivity limits.
  • No attempt to verify router admin access or guide customer through web UI setup per KB.
  • No case documentation or follow-up path established.
  • Long silences and poor call control disrupted flow.
  • Agent incorrectly implied the issue was with the phone or ISP rather than router configuration.
Positive Highlights
  • Correctly identified the router model (E5600).
  • Provided accurate information that a device can only connect to one SSID at a time.
  • Did not charge the customer for support when no troubleshooting was performed.
  • Politely closed the call and referenced support.linksys.com as a general resource.
Agent Errors / Gaps
  • Did not ask for or verify router admin login to change Wi-Fi settings.
  • Failed to provide the correct solution (disable band steering / configure separate SSIDs) despite KB guidance supporting this for the E5600.
  • Did not record case details (case number, proper notes) or offer a follow-up.
  • Misdirected customer by suggesting they contact their phone provider when the issue is router configuration.
  • Allowed the call to end without confirming whether the Ring doorbell could be configured on the existing 2.4 GHz network.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'we can no longer do that' regarding creating a separate 2.4GHz network and ended the call without resolving the issue or providing a path forward.
R2 Not Met Diagnostic thoroughness conf 96%
No troubleshooting steps were taken to access router settings, verify band separation capability, or guide the customer through enabling a 2.4GHz SSID on the E5600.
R3 Not Met Correct resolution path conf 95%
Agent failed to select an appropriate resolution path — did not attempt configuration guidance, escalation, or even direct the customer to self-help resources for band separation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the symptom (Ring doorbell requires 2.4GHz) and asked about device types, but did not investigate router configuration or root cause.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any tools (e.g., KB, web UI guidance) to verify E5600’s ability to split bands or assist with setup — relied solely on verbal assumptions.
T3 Not Met No misinformation conf 97%
Agent incorrectly claimed the router 'can no longer' create a second network, which contradicts E5600 capabilities per KB; misinformation impedes resolution.
Communication
C1 Not Met Clear & professional language conf 92%
Agent provided no clear structure, failed to set expectations, and allowed conversation to drift without guiding toward a solution.
C2 Not Met Confirmed understanding conf 91%
Used frequent fillers ('um'), gave unclear explanations about dual-band connectivity, and did not confirm customer understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 93%
Agent disengaged by saying 'no need for the $15' and closed the call without owning the issue or attempting resolution.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up plan was provided; customer left without actionable guidance.
O3 Not Applicable Closure confirmation conf 100%
First contact — no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 96%
No escalation was performed and the issue could have been resolved at L1 with proper troubleshooting; none was warranted due to agent inaction.
E2 Not Applicable Escalation prep & handoff conf 96%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 92%
No empathy expressed; agent remained transactional and did not acknowledge customer frustration or effort.
X2 Not Met Tone & rapport conf 91%
Failed to adapt to customer confusion; repeated vague responses and did not adjust tone or pacing.
X3 Not Met Overall experience conf 93%
Customer repeated Wi-Fi names and problem details multiple times; agent created unnecessary repetition and effort.
Call Transcript23 turns · 27 lines
Speaker 2
Welcome to LinkSys support. To ensure quality service, your call may be monitored. For in warrant. 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 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press 2. If you're experiencing issues with your LinkSys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective. no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI powered support bot at support.linksys.com. you can also connect with other users for tips and guidance at reddit dot com slash R slash linksys. [silence]
00:00
Speaker 1
well yes [audio hashes/beep, people chatter in background] so [audio haseps] can you please let me know?
06:00
Speaker 2
[silence] Thank you for calling Linksys. This is Karla How may I help you? Um, yes, ma'am, what'll be your problem with your router?
06:00
Speaker 1
Yes, um, what it's with my ring doorbell currently. And it's saying it only um can use a 2.4 gigahertz connection and to uh a Wi-Fi router. And, and mine is set up as a as a 5 everything in my house except my television. So um the question is, can you add a second, help me add a second Wi-Fi that's a 2.4 that'll work with my ring doorbell?
07:00
Speaker 2
Okay. The router that you have ma'am or before we like start here since you mention that you called
07:00
Speaker 1
No, no, no. I've I called my internet service provider who will does my streaming and all that. And they said we can't help you because it wasn't their product, so they couldn't help me with them. So, and go ahead. Yeah, the serial number is 37C 10 M 11 B as in boy, 02192 and it doesn't, it Wi-Fi Name has linked this. 02192
08:00
Speaker 2
[silence] Okay. So let me - go ahead. Okay. Yep, if you know your router model number and serial number. Okay,
08:00
Speaker 1
two is that the model number? That's what I'm looking at. It's the bottom of the router. It doesn't have anything that says model number. says Wi-Fi name must say 02192. gives me a Wi-Fi name. Oh. Oh. So I was looking in the wrong place, maybe. just a second. Okay, E 5 6 0 0. Yeah, yeah.
09:00
Speaker 2
Um, no, you can check the model number underneath the router itself. Um, the model number is right below the logo Linksys. Okay, E 5 600.
09:00
Speaker 1
Right. Is that something that you could use with? Yeah, um, it's 253-405-9651. Debbie Perry. Perry Holmgren@hotmail.com. Light, curves. Um, I have a printer and a computer. I sub to the five. and then my streaming on my tv is connected to a 2.4. uh-huh. correct. I'm sorry about what did you say? the it's a laptop. right. [silence]
10:00
Speaker 2
Okay. So again, the the TV is connected to the um 2.4, right? and then your um computer, is it a laptop or a desktop? your computer, is it a desktop or a laptop? okay. and that laptop and your printer is connected to the five, right? okay what is the name of the wi-fi network? What is that wi-fi network called?
12:00
Speaker 1
Are you still there? Are you still there? I can't hear you if you're there. [silence] Yes, I lost your voice there for several several minutes. The the 2.4 is Debbie P Wi-Fi.
13:00
Speaker 2
Oh no, ma'am. Okay. Um, right now, um, what is the name of your 24? [silence]
13:00
Speaker 1
That's just Debbie Wi-Fi. [silence] Okay. Yeah, and it's and it's not. As soon as I, you know, ring also works with my cell phone. So as soon as I entered the password for my DebbieWiFI, the other one dropped off the list entirely on my phone, the DebbieP. So, I can't even select it. This is an Android. Not on my phone settings, no. It's on my it's on my computer, the Debbie P is, but they drop.
14:00
Speaker 2
living. Mm hmm. Mm hmm. Yes, because it's. Mm hmm. But in that case, Ma'am, you might need to. your phone, is it an iPhone or is it a an Android phone? Okay. So, But you can detect the Debbie P, Wi-Fi and Debbie Wi-Fi, right? So, what's another problem.
15:00
Speaker 1
It came off my phone when I selected the Debbie Wi-Fi and put a password in. It's a Motorolla. On my phone, I was a while ago, but I can't now, it's only showing me the Debbie Wi-Fi now because I entered a password for it.
16:00
Speaker 2
And then um your phone. Is it an Android? Right and what's the uh brand ma'am but you're able to detect that Debbie Pea Wi-Fi and Deb Wi-Fi, right? Yes. Mhm. Yes because um probably your phone um it supports um dual band. It's a dual band uh phone that supports 5 and 2.4, but your phone can only connect to one at
16:00
Speaker 1
Hmm, okay. Sounds like I better call my phone people then, huh? [silence] Okay.
17:00
Speaker 2
At a time, like it will only connect, for, um, on the 5, or you'll be on, um, 2.4. They cannot connect at the same time. It should be like one at a time. Like, if you want to connect your phone to 2.4, then you can connect to 2.4. If you want to connect it to 5, then you can connect it to 5. Not, [silence] at the same time, you have to, one at a time. That's how devices will connect, ma'am. They will only connect to one network. They cannot connect two networks. So, you have to select which network to connect to.
17:00
Speaker 1
okay. alright. uh okay. uh well if you if you need to charge me the $15 you can but I I think you and I are out of options for today until we'll talk. Right. Yeah. Okay. mm-hmm.
18:00
Speaker 2
Yes, ma'am. No need for the $15, ma'am. It's just more on an inquiry call or more on we did not do any troubleshooting on the router. We're just more on a clarification, our verification on your network, okay? This is him. It seems that your router is already been set up, like the band, the two networks already have different names. So we can no longer do that because they are so it's more on now you're going to set up on your ring doorbell. Make sure it's.
18:00
Speaker 1
Okay. Okay. All right. Well, I appreciate your considerations for me. Okay. Thank you so much. Okay. Thank you, Carla. Bye bye. [silence]
19:00
Speaker 2
mm-hmm mm-hmm no problem okay you can always give us a call if you still need assistance in the future, okay? okay, you're welcome, ma'am. You may also check our website at support.Linksys.com So thank you for calling, Linksys, ma'am. This is Carla. Have a great day. You're welcome
19:00