V2 Rubric Detail — b57d67de-65d8-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 21:01
Duration
8m 10s
Contact
Mary Wren
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00133167
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Unable to Connect Ring Doorbell | Separating 2.4Ghz and 5Ghz

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.9/5

V2 Rubric Scores

Resolution0.94/5
Technical2.81/5
Communication3.75/5
Ownership3.50/5
EscalationN/A
Customer Exp3.93/5
Overall51.6% (-6.3)

V2 Grader Summary

The agent correctly identified that the Ring doorbell requires 2.4GHz Wi-Fi but failed to provide any hands-on troubleshooting or direct the customer to the router settings. Despite the OOW standard requiring best-effort support, the agent declined free assistance solely due to warranty status, offering only paid service or a follow-up email. No resolution was achieved, and critical tools like the web interface were not utilized.

V1 Case Analysis

Customer unable to connect Ring doorbell; advised separating 2.4 GHz network; confirmed out-of-warranty status and offered email instructions or paid support.

Troubleshooting Steps
  • Advised separating 2.4 GHz and 5 GHz networks
  • Collected router model and serial number
  • Checked warranty status
Key Observations
  • Agent correctly identified the 2.4 GHz requirement for Ring devices at [01:00] and provided technically accurate guidance on SSID separation.
  • Agent collected complete customer and device details, including name, email, model (MR7350), and serial number (33C10M28B02341).
  • No hands-on troubleshooting was performed to verify if the bands were already separated, confirm the Wi-Fi password, or test the doorbell connection.
  • Agent incorrectly stated at [06:00] that out-of-warranty devices receive no free phone support, which contradicts Linksys policy allowing basic triage and self-help paths.
  • Call ended without confirming whether the customer understood the next steps or that the email would be received, leaving resolution ambiguous.
Positive Highlights
  • Correctly diagnosed that Ring doorbell requires 2.4 GHz band and explained SSID separation clearly and accurately.
  • Collected full customer contact information (name, email) and device details (model MR7350, serial 33C10M28B02341).
  • Offered a valid self-help path by promising to send email with setup steps, appropriate for out-of-warranty context.
  • Directed customer to www.support.linksys.com and the AI chatbot as additional self-service resources.
Agent Errors / Gaps
  • Failed to perform basic troubleshooting steps (e.g., verify if bands were already separated, check Wi-Fi password, test doorbell connection) before offering paid support.
  • Provided incorrect policy information: claimed no free support is available for out-of-warranty devices, which is false per Linksys guidelines.
  • Did not confirm customer understanding of next steps or email delivery expectations before ending the call.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide actionable troubleshooting; only offered paid support or an email with steps to be sent later.
R2 Partially Met Diagnostic thoroughness conf 94%
Agent correctly identified that Ring doorbells require 2.4GHz and suggested separating bands, but did not guide the customer through accessing the router settings or verifying current configuration.
R3 Not Met Correct resolution path conf 97%
Agent refused free troubleshooting solely due to out-of-warranty status, violating the OOW standard requiring best-effort help like setup, Wi-Fi, or firmware guidance.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent correctly identified the symptom (Ring won't connect) and root cause (needs 2.4GHz), but asked no diagnostic questions about current SSID, band settings, or setup mode.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use or direct customer to the router web interface (e.g., http://192.168.1.1) or any tool to verify or change band settings, which was necessary for resolution.
T3 Met No misinformation conf 99%
Agent accurately stated that Ring doorbells use 2.4GHz and that separating bands can help — consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent collected information and promised an email, but failed to set expectations about troubleshooting limitations or explain why free support was being declined.
C2 Met Confirmed understanding conf 95%
Agent used clear, polite language, addressed customer by name, avoided technical jargon, and confirmed understanding during data collection.
Customer Ownership
O1 Partially Met Ownership & empathy conf 92%
Agent stayed on the call and did not transfer, but abdicated responsibility by refusing free assistance based on warranty status, contrary to ownership expectations.
O2 Met Proactive follow-through conf 97%
Agent clearly stated an email with steps would be sent within 2–3 minutes after the call, setting a specific timeline and action.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history existed to reference or maintain continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — issue was within scope for L1 support despite OOW status.
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 89%
Agent was polite but did not acknowledge customer frustration or the impact of a non-working doorbell; empathy was generic, not specific.
X2 Met Tone & rapport conf 93%
Agent matched the customer’s conversational pace, used a calm tone, and maintained engagement by confirming details and using the customer’s name.
X3 Met Overall experience conf 95%
Agent collected serial number, model, and contact info once and promised an email to avoid requiring further effort from the customer.
Call Transcript12 turns · 15 lines
Speaker 1
[silence] Hey, Dylan. I bought a Ring doorbell, and I can't get it to connect with my internet. I've already spoken to my internet. They think it's a router problem.
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 one now. For out of warranty products, paid support may be available depending on your issues. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available depending on the issue. Hi, thank you for calling Linksys Technical Support. My name is Dylan. How can I help you today?
00:00
Speaker 1
which is you guys. So, the support number? I'm hoping you can help me set up. [silence] correct.
01:00
Speaker 2
Mm-hmm. so, let me just make sure I got it right. so you bought a ring doorbell, and you're unable to connect it to the Wi-Fi. all right. um, this is actually because the ring doorbell is only connecting to the 2.4 gigahertz frequency band, and by default, your your connection or your frequency band, the 2.4 and 5 gigahertz is on the same network. so, all you need to do, ma'am, is just to separate the 2.4 and the 5 gigahertz band in order for you to have two networks and have a specific network for the 2.4 and able to and then from there on, you can connect your doorbell.
01:00
Speaker 1
Thank you. Mary Wren, W-R-E-N. W-R-E-N, Wren like the bird. My name, Mary Wren, 1997. Mm-hmm. Correct.
02:00
Speaker 2
um ring doorbell but anyway uh... let me just run some verification with you first uh... and uh... create a quick record here and see where I can do to help you with your concern okay all right so let's start with your full name am I'm sorry what's your last name again or okay thank you so much for that one um... um... Miss Mary uh... how about your email address uh... yes gmail.com right okay so that's marybrandon1997@ gmail.com all right thank you so much for that and uh
02:00
Speaker 1
Uh, um... Right, I took a picture of it. I have a WPS. I have a serial number, and I have a MAC address. Which one? Thia do you want? It is 33 C as in Charlie, 1 0 M as in Mom, 2 A as in Boy, 02341. Oh sure. Let me start over from the beginning. Okay. Three, three. C as in Charlie.
03:00
Speaker 2
Now can you provide me the model number and the serial number of your linksys router? Uh, you can find the that information under the linksys router that you have there. Yes, the serial number, ma'am. I'm sorry. Um, wasn't able to catch you after uh 1 0 1 because you got cut out. Okay, thank you.
03:00
Speaker 1
1 0 M as in Mom. 2 8, B as in boy. 0 2 3 4 1. Correct. [silence]
04:00
Speaker 2
alright so let me just repeat that one. Miss Mary, it's 3 3C for Charlie 1 0M for Mike 2 8B for Bravo 0 2 3 4 1. alright, and um may I know who's your internet service provider? spectrum. Okay got it. Let me just uh check your um information, the information you provided here. Just uh bear with me okay? I'm I give me a second. All right, sir. All right. Mary, I've checked here and it shows that you got a Linksys router with the model number MR7350 is that correct okay okay so here's the thing miss Mary it shows here that your Linksys router is already out of warranty since last 2023. Unfortunately for out of warranty devices we no longer provide a free troubleshooting assistance over the phone however we do have an ongoing support through our paid connect service for a one-time fee of $15 which you might want to consider but if you don't want to opt in with the paid connect service I can send you an email for the troubleshooting steps that I can uh send you via email so it's okay sure uh I'll make sure to make it uh simple for you to uh follow it easily but anyway you can also try our linksys AI
04:00
Speaker 1
Okay. No problem. Thank you. No. Sorry. Can you say that again? No. I think that as long as I can get this sucker working, that'd be great.
07:00
Speaker 2
So you can visit our website at www.support.linksys.com. There's a chat bot there where you can interact and ask for assistance. All right, so, um, I'll be sending you the email right after this call. Just give me at least uh, two to three minutes. Alright, you're very much welcome, uh, Ms. Mary, uh, thank you so much. Is there anything else I can help you with or would you like me to address? Uh, is there anything else that would you like me to address? Okay. All right, thank you so much for your understanding. Have a great day. Goodbye for now.
07:00