V2 Rubric Detail — f1174024-64f9-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 18:26
Duration
12m 0s
Contact
Patricia Herberger
Issue Type
Feature Question
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00133002
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Ring doorbell camera won’t link to Wi-Fi.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by declaring device 'end of support' and refusing to assist, despite EA9200 being within documented support lifecycle and issue being within scope of standard troubleshooting.

V1 Rubric Scores

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-30.0)

V2 Grader Summary

The agent incorrectly claimed the EA9200 was end-of-life, refused to assist with basic configuration, and directed the customer to self-service without performing any troubleshooting. This constitutes avoidance of support responsibility and materially inaccurate technical guidance, resulting in a fully unresolved case with no ownership or path forward.

V1 Case Analysis

Patricia Herberger called regarding separating 2.4 GHz and 5 GHz bands on her EA9200 for Ring doorbell connectivity. Agent confirmed the model and end-of-life status but provided no actionable steps, only directing her to support.linksys.com. Customer expressed confusion and left without resolution.

Troubleshooting Steps
  • Confirmed router model (EA9200).
  • Stated device is end-of-life and end of support.
  • Advised customer to split the bands via wireless settings but provided no concrete steps.
  • Directed customer to support.linksys.com for instructions.
Key Observations
  • Agent did not reference the KB article 'universal_wifi_band_management.md,' which explicitly covers separating bands on EA Series routers.
  • Agent failed to provide the correct router access URL (http://192.168.1.1) or verify the customer could access the web interface.
  • Agent mentioned a non-existent 'Linksys AI agent,' which is not a supported resource.
  • No case was created or documented, violating protocol.
  • Customer repeatedly expressed confusion but received no adjustment in communication or guidance.
Positive Highlights
  • Correctly identified the router model (EA9200).
  • Provided the correct public support URL (support.linksys.com).
Agent Errors / Gaps
  • Failed to provide actionable steps for separating bands on EA9200, despite it being a standard feature covered in the KB.
  • Did not reference or follow the KB guidance for Wi-Fi band management on EA Series routers.
  • Did not verify if the customer could access the router's web interface or knew the admin password.
  • Mentioned a non-existent 'Linksys AI agent,' creating misinformation.
  • Did not create or document a case, violating protocol.
  • Failed to adjust communication despite customer explicitly stating difficulty understanding the agent's English.
  • Prematurely closed the call by directing the customer to online resources without confirming she could use them or offering to email instructions.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a valid resolution path; only suggested upgrading the device and visiting the support site without confirming if the configuration fix would work.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting steps were conducted — agent skipped checking current band settings, did not guide customer through UI, and failed to verify if bands were already split.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly declared EA9200 'end of life and end of support' with no verification; KB does not list EA9200 as EOL — this misclassification led to wrong resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify root cause — no questions about current SSID setup, doorbell compatibility, or firmware; assumed split was needed without diagnosis.
T2 Not Met Appropriate tools / resources used conf 95%
Failed to use available tools — did not guide customer to http://192.168.1.1 or http://myrouter.local to check wireless settings, despite this being standard procedure for EA series.
T3 Not Met No misinformation conf 97%
Provided materially incorrect information: EA9200 is not end-of-life per KB; also conflated 'split bands' with vague 'split bandwidth' terminology not in documentation.
Communication
C1 Not Met Clear & professional language conf 95%
Failed to set clear expectations; interrupted customer, gave contradictory statements (device works but must upgrade), and lost control of call flow.
C2 Not Met Confirmed understanding conf 98%
Customer explicitly stated difficulty understanding English; agent did not simplify language, confirm comprehension, or adjust terminology.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abandoned ownership by directing customer to self-service without attempting resolution; no effort to walk through steps or offer further assistance.
O2 Not Met Proactive follow-through conf 96%
No specific next steps given — only vague suggestion to visit support site; no timeline, owner, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted — issue was a basic configuration question resolvable at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy shown when customer expressed confusion; agent remained transactional and pushed upgrade instead of acknowledging frustration.
X2 Not Met Tone & rapport conf 97%
Agent did not adapt tone or pace despite repeated customer statements of difficulty; continued using complex phrasing like 'split the bandwidth'.
X3 Not Met Overall experience conf 97%
Increased customer effort by sending them to search support site instead of providing direct instructions or walking through steps.
Call Transcript17 turns · 18 lines
Speaker 2
Welcome to Linux 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.Linux.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. Please have your device serial number and contact information ready. Unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Hi. Thank you for calling linksys. This is Regino gonna help you today.
00:00
Speaker 1
is it automatically that to 2.4 gigahertz? what part or is that available? pardon me? yes. yes. Patricia Herberger. it's H-E-R-V-E-R-G-E-R. seven one six eight six three six five seven seven. it's patricia57@roadrunner.com.
04:00
Speaker 2
what is this your first time calling us for support? [silence] are you calling from United States? okay me I know your first name and last name. [silence] can you spell tell me your last name please? [silence] and your call back number? [silence] and your email Patricia?
04:00
Speaker 1
5 7 1 It is, I'm trying to read it. 1 5 B 1 0 J, and I don't know if it's a zero or an O. 9 4 1 1 2 4 8. Correct. I don't know. Did you catch the correction on my email address? It's Patricia 5, 7.
05:00
Speaker 2
Okay, so, it is Patricia 67 Roadrunner dot com. And how many lines is device do you have Patricia? Can you please provide a serial number? That is 1 5 b for boy, 1 0 J for Juliet, 0 9 4 1 1 2 4 8. Yes, that's the
05:00
Speaker 1
Yes. Okay. Mm-hmm. It's an AC 3200. Um, well, Oh, model number. Sorry. Yes. I don't know what AC means, but yes, model EA 9200. Spectrum. Spectrum.
06:00
Speaker 2
tricia, five seven, road, at, roadruner, dot com, okay. Let me just confirm the model number of your latest device, it is an EA, nine, two, hundred, EA, nine, two, hundred. And who is your internet service provider? Now, before we proceed uh Patricia, I would like to set an expectation regarding of the status of your router, since it indicates in our system that this device is already end of life and end of support, so I highly.
06:00
Speaker 1
Okay, I only have a question. It's it is working. It's not that it's not working. My question is, is it auto, when it's on, is the 2.4 gigahertz and the 5 gigahertz [inaudible] bands and the, it's got three bands, it says two point four, five and five. Are they automatically all working at the same time? [silence] Okay. Okay. Okay. I didn't understand what you just said.
07:00
Speaker 2
I highly recommend that it's time for you to do an upgrade or purchase a new one. They're currently working together. So, if your ring doorbell camera needs to connect with a 2.4g channel, then you need to split the bandwidth. So, you need to configure the wireless settings of this router and you really need to access the web interface to separate the bands, for the 2.4 and 5 GHz band, so that the 2.4 will detect the doorbell and the 5GHz will take care of other Wi-Fi devices.
07:00
Speaker 1
Shu, OK. I did No.You need to configure, I'm just having trouble understanding.
08:00
Speaker 2
you need to configure the wireless settings to split the bands. the wireless, so you need to split the bandwidth. in short, you need to split the bandwidth of your wireless network. that's the 2.4 and 5 gigahertz band. that's why I mentioned earlier that you need to access the web interface or the router settings to configure the wireless network. you need to access the web as much as I really want to help you, Patricia. this device is already end of support. so, there's no available
08:00
Speaker 1
Mm-hmm. Mm-hmm. Okay. I'm just trying I'm just having a hard time understanding your English, that's what I'm saying. You said you need to configure the wireless what? Settings. Okay. And then you said something about the bandwidth. Okay. Do you need to split something? Well, what about the 2.4 and 5 gigahertz band? Did you say something about... Okay. Super, what's the word, super? He said super, are you saying separate? Is that... Oh, you're saying separate.
09:00
Speaker 2
sources, which we can use to troubleshoot this one. But you can feel free to visit our support site. Support. Linksys.com We have also Linksys, AI agent there for the helpful tips and guidance. Wireless settings, your wireless network, that's your 2.4 and 5 GHz band. You need to separate that one. No, they are currently working together. Split.
09:00
Speaker 1
Okay. Okay. Okay. What do I need to do? separate those two bands? I need to split them? Okay. and I can find instructions on how to do that on support.linksys.com? Okay. Okay. Is there any reason why you can, think um that the doorbell is not picking up on this, when the other cameras are?
10:00
Speaker 2
Yes.
10:00
Speaker 1
Will that automatically solve my problem? Because this is working. Um, okay. I have no idea what that means. Okay. All right, I'll look online and see if I can figure it out if you can't help me any further. Okay. Okay. Thank you. You too, bye bye.
11:00
Speaker 2
That's why I tried to configure the wireless settings. Yeah, you can use our link as AI agent. You can search on how to separate or split the bandwidth of your E-A 9200. you're welcome and have a great day. Bye.
11:00