V2 Rubric Detail — 8579edb8-6b51-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 20:08
Duration
20m 32s
Contact
Cathlyn Cull
Issue Type
WiFi Connectivity
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133970
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separating Frequency Band
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Avoidance/Evasion (B) — agent avoided providing free troubleshooting by pushing a paid-support option despite the OOW best-effort standard requiring reasonable assistance for configuration issues.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to resolve the issue, prematurely pushed a paid-support option, and provided only partial, vague guidance. While some troubleshooting occurred late in the call, the agent violated OOW best-effort standards, lacked call control, and failed to ensure customer understanding, resulting in an unresolved outcome and a critical avoidance violation.

V1 Case Analysis

Customer unable to connect Ring camera; agent misidentified MR20WH as LN3111, provided incorrect UI steps for band separation, and failed to verify fix. Offered paid support ($15) and self-help email. Issue unresolved.

Troubleshooting Steps
  • Collected customer name, email, phone, and serial number
  • Misidentified router model as LN3111 instead of MR20WH
  • Instructed customer to access router via http://myrouter.local
  • Provided incorrect UI navigation steps for band separation ('show more', 'click CA')
Key Observations
  • Agent misidentified router model (MR20WH as LN3111), leading to incorrect UI guidance
  • Provided UI navigation steps ('show more', 'click CA') that contradict KB for MR20WH (LinksysNOW interface)
  • Failed to verify whether bands were successfully separated or Ring camera connected
  • Allowed customer to type URL into search bar instead of address bar despite knowing the difference
  • Admitted uncertainty about Ring camera setup ('I don't know how the ring camera works')
Positive Highlights
  • Collected customer name, email, phone, and serial number
  • Correctly identified need to separate 2.4 GHz and 5 GHz bands for Ring camera compatibility
  • Provided correct URL (http://myrouter.local) for local access
  • Acknowledged warranty status and explained support limitations appropriately
Agent Errors / Gaps
  • Incorrect model identification (MR20WH vs LN3111)
  • Provided UI navigation steps ('show more', 'click CA') not present in LinksysNOW interface for MR20WH
  • Failed to confirm successful band separation or camera connection
  • Did not provide correct default password (admin) until late in the call, delaying access
  • Allowed customer to type URL into search engine instead of address bar despite KB guidance

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer never successfully connects the Ring camera; agent ends call without confirming resolution.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent eventually guides customer to separate 2.4GHz and 5GHz SSIDs, but only after pushing paid support and with incomplete follow-through on device setup.
R3 Not Met Correct resolution path conf 97%
Agent refuses free troubleshooting due to OOW status and pushes $15 paid service, violating OOW best-effort standard despite the issue being configuration-based.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identifies symptom (Ring camera won’t connect) and correctly attributes it to band steering, but fails to ask key diagnostic questions (e.g., current SSID, firmware version).
T2 Not Met Appropriate tools / resources used conf 93%
Agent does not use remote tools or request screenshots/logs despite customer struggling with UI navigation—missed opportunity to verify settings.
T3 Partially Met No misinformation conf 90%
Agent correctly states default password is 'admin' and explains SSID separation, but inaccurately claims OOW devices get no free support and implies router instability without evidence.
Communication
C1 Not Met Clear & professional language conf 95%
Long silences, abrupt transitions, and failure to re-engage after customer confusion show loss of call control.
C2 Not Met Confirmed understanding conf 94%
Agent uses vague terms like 'hyperlinked words' instead of clear navigation cues; fails to confirm understanding when customer is lost.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent immediately deflects to paid support and does not take ownership of resolving the issue.
O2 Not Met Proactive follow-through conf 92%
Offers to send email but no commitment on timing or content; no follow-up plan established.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
No acknowledgment of customer frustration; agent remains transactional throughout.
X2 Not Met Tone & rapport conf 94%
Agent fails to adapt pace or style when customer is confused; leaves customer to navigate UI alone.
X3 Not Met Overall experience conf 95%
Customer repeats information, struggles with basic access steps, and ultimately is left without a working solution.
Call Transcript32 turns · 37 lines
Speaker 1
[silence] Hi there. I just talked to somebody at Spectrum, and they told me that I should call you guys to see if you can help me figure out how to get band steering on my router so that I can.
00:00
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 1 now. For out of warranty product, 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. [silence] Hi, thank you for calling Linksys Tech Support. My name is Dylan. How can I help you today?
00:00
Speaker 1
Can get my ring camera connected to it? Because for some reason my ring camera even though it's not even 30 feet from the router won't connect to Wi-Fi. Yeah. Can you help me with that? Oh, Kathleen, C-A-T-H-L-E-E-N. Last name is Caul.
01:00
Speaker 2
uh... I think what your internet service provider is referring to is separating the band frequency so the ring camera only connects to the 2.4 gigahertz wif If band. So Well, uh let me see what I can do to help you out with this one, Ma'am. Before that, let me just run some verification with you and ask you a few questions about your linksys router, okay? Alright. So let's start with your with your full name.
01:00
Speaker 1
CL L. C-U-L-L. Correct. All one word, Kathleen Cole at yahoo.com. Mm-hmm. It's 3-1-0-4-2-9. Are you ready? Sorry. 4-2-9-6-7-9-1.
02:00
Speaker 2
all right, so that's Kathleen Cole. I'm how about your email address? Okay, so that's your first name and last name hotmain. Okay. I'm all right. And and let me also verify your phone number. Yeah, all right.
02:00
Speaker 1
Correct. Yes. Um the model number is Hang on. I don't think I took the full picture. It's Okay. Um I think that it is is it the one that says WPS? Can I just give you the serial number? will that work. Okay. Five I don't know if it's a zero or an O, U. Okay.
03:00
Speaker 2
So that's 310-296-791. Okay. Now, can you provide me the model number and the serial number of your Linksys router? No ma'am. Uh, yes ma'am. You can provide me the serial number instead, and I'll check it here on my end. There's a zero. Mhm.
03:00
Speaker 1
zero u n o m like Mary one seven see Charlie, zero two one three nine. Correct. Yes. Yes.
04:00
Speaker 2
okay so that's five o u one o m one seven c two one three nine all right thank you so much for that one ma'am and uh your internet service provider is uh spectrum right okay let me just check this one uh router here first and then just stay on the line [silence] okay. looks at you. reading socials in store three one okay. all right. so it shows here that you got it. Transcribe this audio from the right channel. Output only the spoken words, no labels or timestamps. If there is silence or no speech, output only: [silence]
04:00
Speaker 1
I can't, I mean, when I take a picture of the back of it. Oh, yeah, one, hang on. Let me take a picture. Okay. I don't know. It doesn't have it doesn't say model number on the back of my modem. Oh, oh, oh, oh, yeah, it does. Hang on. It is MR2 0 W H.
06:00
Speaker 2
Linksys router with a model number is l n 3111 or the m r 20 w h. So that's your linksys router. Okay. Yeah. Mhm. Mhm. Alright. So, let me just finish up the record here. Thank you for calling. I'm Ms. Jasper and this record is for your information. Alright. Ms. Kathleen, I've already created your record here, and I've checked the information your Linsets router. So, upon checking here, it shows that the router that you have prior the telecom DATA has been with the same company. Company does the installation or repair. So if you have any other request or maybe you need, just want to contact your internet smartphone using the email or you want to contact the company directly. [silence] You can do that from through your phone. So from this end, I would recommend to just set up the internet plan that you buy a router. It is not highly stable to work with most of the time so best of solution is to upgrade the router. Meanwhile, if you enable any advanced setting for your router, the signal might become weak, that's why your internet is also not good. So, that is the reason why the lights and the camera we could not able to check. OK? [silence] I don't know if it's possible. [silence] I can't show you. [silence] Sorry. Yeah. OK. [silence] OK. [silence] Alright, just a moment. [silence] Yeah, there's someone on the internet. Right now is already out of warranty. So it was. Um unfortunately for out of warranty devices. Miss Kathleen, we no longer provide a free troubleshooting assistance over the phone. However, we do have an ongoing support through our Pay Connect service for a one-time fee of uh $15 that you might want to consider. But if you don't want, I can send you an email for the troubleshooting steps that you can perform on uh how you can separate the frequency band of your router. Well, uh technically it's just so simple. the the important thing is that you would be able to log in to the um to your router settings through the web user interface. Uh I don't know if you were already able to
06:00
Speaker 1
How do I, is there a website? I have no idea what, okay. Okay. Is it linksys.com/account? okay? Okay. H-T-T-P. http://myrouter.local, okay. Okay. It just gave me, okay, but wait, it just gave me an A I overview. It didn't go to where I needed to go. [silence] what? [silence] takes me to the website
09:00
Speaker 2
Like said, it's a website, so you can try to type in if you have a laptop, you can try to type in http. But nope, nope, nope, nope, nope, nope. It's a different website. Yes, HTTP double forward slash my router. local. [silence] you have not tried to consider upgrading the internet from using this one. [silence] Yeah. So, once you get to the web [silence] I'm sorry. [silence] Okay. [silence] Um, have you tried like forwarding for [silence]
09:00
Speaker 1
For the love of God. Wait, no, like I typed in, H-D-T-T-P-S I just typed in exactly what you told me to type in. But it didn't bring me to a site. It just brought me to a AI overview and it like articles about accessing it, but not actually. Oh my god. I did. I did. I typed it in on the address bar. Exactly what I did, but it didn't bring me there. It brought me to I typed it in the address bar, but it then brought me to Google page. Okay, let's okay. H-T-T-P colon slash slash O K, myrouter.local Okay. Oh wait. Okay. Here we are. Keep your Wi-Fi connected. It gives me a It brings me to a
10:00
Speaker 2
What do you mean by an A.I. overview? You type it in on the address bar not on the search bar. [silence] What browser are you using right now? [silence] [silence] [silence]
10:00
Speaker 1
Page to download the app. Oh, continue to link the smart Wi-Fi. Okay. Yeah. All right, access router. I don't know what my router password is. new router. Okay. Hang. Okay. Let's see. Okay. I have no idea. It's even my password. Okay. Okay. Hang on. It won't let me get it. It won't let me in. So to reset my password, but I don't know what my, oh, my recovery key. Oh my god. Yeah. Yeah. well, I just gave it my. I just gave it now i'm gonna, okay, create a new admin password and it's okay. choose my own. okay. and save. okay. All right. Now I'm in the thing and it, okay, but you know what it says Wi-Fi settings 2.4 GHz plus 5 GHz. So am I already connected to both?
11:00
Speaker 2
The default router password is admin, all lowercase. Okay. uh well, by default, uh miss kathleen, it is interconnected with each other. However, there are devices that won't be able to connect to it because it would
12:00
Speaker 1
OK. How do I separate them? How do I do that? OK. But right now it's only giving me- OK. Right now, if I go to Wi-Fi settings, OK. It gives I only have one Wi-Fi network.
13:00
Speaker 2
having difficulty in identifying the 2.4 GHz band because there's conflict with the 2.4 and 5 GHz. So for you to be able to connect your Ring camera, you need to separate the 2.4 and the 5 GHz frequency band. So you'll have two networks, you'll have a 2.4 network and then you'll have a 5 GHz network. So for you to be able to separate it, all you need to do is just change the Wi-Fi name of the 2.4 and the 5 GHz. Firstly, your Wi-Fi name, you just have to go to the Wi-Fi settings and then click top on. Mm-hmm. Can you?
13:00
Speaker 1
Where am I going to find show more? Like under Wi-Fi settings, it says CC house, which is the name of my network. And then it has my password and it says 2.4 GHz + 5 GHz and then there's a lock. There's no show more. No, not on that. Uh, no, there's no show more. We're not really on the dashboard screen right now. And it looks like it. Okay. [silence]
14:00
Speaker 2
can you see the show more. No show more there. even when you scroll down. okay. alright. so um about this. you can go back to the dashboard screen and then you scroll down on uh yeah. on the dashboard yeah. uh you scroll down, you can see their hyperlinked words.
14:00
Speaker 1
No. Wait, at the bottom. Yeah. Yes. Okay. Yep. Yeah. Okay. California? Okay. Oh, okay. All right. Now Wi-Fi settings, it gives me both of them. What do I do? There's two of them, they both have the same name, and one of them is two point four and the other one's five. [silence]
15:00
Speaker 2
like the end user license agreement privacy statement can you see that yeah the bottom okay and then there's capital C A in line with those um words you click on C A okay and then I just have to you just have to tap on the box um the box for wifi name and for example your wifi name is what you mentioned yeah you just have to ensure that they yeah you just have to ensure that they don't have the same wifi name for you to be able to separate the the frequency bands
15:00
Speaker 1
Okay. They do have, they do of the same name. They do of the same name, but how do I? Okay. So WiFi name, should I name it to, just name it with 2.4 in it? Okay. Okay, so on. Okay, apply. All right. Changing WiFi settings will disconnect all devices including this one from the router. Simply reconnect the devices using the new wireless settings below. Um, okay. So I'm going to.
16:00
Speaker 2
Speaker 1: You just have to make sure you just have to tap on the box mark.
16:00
Speaker 1
1, okay? 6022 Now it says, router not found. You are not connected to your router. Okay. But now I've, okay. So, I have to go, okay, CC Health 5. Okay. All right. Join. Okay. Okay. Now, my laptop is connected to my router. Okay. My phone is not. How do I get my phone, do I go back on to settings and do Wi-Fi? and my phone should be 5G, right? okay. And then
17:00
Speaker 2
Only connects our appliances. Usually appliances connects only to the 2.4. Okay. Uh you just have to reconnect to your the network and then look for the Wi-Fi name. Yes. Yes.
17:00
Speaker 1
For my ring stuff, that should be 2.4. Okay, so do I go into my ring app? Manage intelligent features on devices. Oh shoot, I don't know what to do here. Okay. So, front door. Okay, ring is using cellular backup. I don't want cellular backup. Okay, dining room. Okay. Um, set up a new device. Okay, so should that do it? Should I, um, do I have to switch my ring to the, how do I switch my ring camera? Like, how do I put that on the 2.4?
18:00
Speaker 2
[silence]
18:00
Speaker 1
How do I put it up? okay, now it's offline. uh, how do I. okay, reconnect front door. Okay, continue. Device is powered. Okay, uh, yes. Okay, get close to miring. Okay, so now I just have to figure this stupid thing out with brine. Okay. Okay. I think I just completely ruined it. I think I just [silence]
19:00
Speaker 2
um, there should, well, I don't know how the ring camera works. So well, technically you just have to connected to the Wi-Fi right? And look for the the available networks. So normally, the the 2.4 network should show up. Yes, ma'am. Uh, the important thing is that you were able to separate the 2.4 and the 5 Gs. It's now on the ring side on how would they be able to locate that network. um that's the only thing I can help you, ma'am, uh, separating the frequency band as requested by your, uh, inner, I mean, your, support. Okay, ma'am. All right, you're very much welcome. All right.
19:00