V2 Rubric Detail — 01b5d1f0-7703-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 17:17
Duration
13m 8s
Contact
Altaf Ismail
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00135821
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNM60_Wants to connect a printer

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
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall3.8% (-18.2)

V2 Grader Summary

The agent failed to resolve the printer's WPS connection issue and provided inaccurate information about WPS availability. No meaningful troubleshooting, tool use, or next-step guidance was offered, and the interaction lacked empathy, clear call control, and ownership, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to connect older printer via WPS on SPNM60. Agent incorrectly claimed WPS is unsupported and provided no troubleshooting steps. Call ended without resolution or next steps.

Troubleshooting Steps
  • Asked for router model number (SPNM60).
  • Asked for serial number (73E10M2AF25274).
  • Collected customer name and email (irrelevant to issue).
Key Observations
  • Agent incorrectly stated at [03:00] that the SPNM60 router 'doesn't have a WPS' — this directly contradicts KB documentation (universal_wps_setup.md), which confirms WPS support and specifies that WPS must be enabled via web interface for SPNM60.
  • No guidance was provided to access http://myrouter.info or enable WPS in the router settings, despite this being the correct method for SPNM60.
  • Agent did not verify whether the printer supports WPS push-button mode, a critical first step in WPS troubleshooting.
  • Call ended without confirming resolution or providing a clear next-step plan, leaving the issue unresolved.
  • Agent collected unnecessary personal information (name, email) that did not contribute to troubleshooting.
Positive Highlights
  • Agent correctly asked for the router model number early in the call at [02:00], which is a required protocol step.
  • Agent asked for the serial number at [02:00], supporting case documentation.
Agent Errors / Gaps
  • Incorrectly claimed at [03:00] that the SPNM60 router does not support WPS, directly contradicting KB: universal_wps_setup.md, which lists SPNM60 as WPS-compatible and specifies that WPS must be enabled via web interface.
  • Failed to guide the customer to enable WPS via http://myrouter.info → Wireless → Wi-Fi Protected Setup → Enable WPS, the correct and required method for SPNM60.
  • Did not verify if the customer’s printer supports WPS push-button mode, a necessary step before attempting WPS setup.
  • Collected irrelevant personal information (name, email) that did not aid in resolving the technical issue.
  • Ended the call without providing any actionable next steps or confirming resolution, resulting in operational abandonment.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated the SPNM60 'doesn't have a WPS' and offered no resolution path; printer remained unconnected.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only asked for model number and whether the printer sees the network, but did not walk through enabling WPS, checking router settings, or offering alternative setup methods.
R3 Not Met Correct resolution path conf 94%
Agent concluded the router 'doesn't have a WPS' and offered no alternative path (e.g., enabling WPS in the web UI or using the printer's software), leaving the customer without a way forward.
Technical Accuracy
T1 Partially Met Technically accurate info conf 88%
Agent identified the symptom (printer not finding router) and asked for the router model, but did not probe the printer's capabilities, WPS support, or other relevant details.
T2 Not Met Appropriate tools / resources used conf 92%
No tools (router admin UI, diagnostics, logs) were used even though checking the WPS setting would have been appropriate for this scenario.
T3 Not Met No misinformation conf 90%
Agent stated the router 'doesn't have a WPS' for an SPNM60 model, which is inaccurate – WPS can be enabled via the web interface on many SPNM devices.
Communication
C1 Not Met Clear & professional language conf 93%
The call lacked clear framing, transitions, or control; long silences and unrelated personal-information gathering dominated the conversation.
C2 Not Met Confirmed understanding conf 92%
Agent used generic filler ('okay, okay') and did not adapt language to the customer's technical level or confirm understanding.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent did not take ownership of the issue – no troubleshooting was completed, no escalation offered, and no commitment was made to follow up.
O2 Not Met Proactive follow-through conf 95%
No next steps, timeline, or follow-up promise were given to the customer.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; there was no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
A reasonable escalation (to a specialist who could verify WPS settings or provide a workaround) was warranted but not performed.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was actually executed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed no empathy or acknowledgement of the customer's frustration; the tone remained mechanical.
X2 Not Met Tone & rapport conf 93%
Agent did not adjust tone or pace to the customer's confused, repetitive statements.
X3 Not Met Overall experience conf 95%
Customer was forced to repeat personal information and the printer issue multiple times without any actionable assistance, increasing effort.
Call Transcript17 turns · 17 lines
Speaker 1
Yeah, I'm trying to set up a printer on my router and I'm having problems. I've pressed the push button at the bottom of the router and from the printer I put, what do you call, the WPS button to connect from it. So push push button set up, but when I'm doing it, it's not finding, on the printer, it's not finding my router. Yeah.
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] I think if a call in Linksys is this gonna harm me help you? Okay. Mhm. Mhm. Okay. Okay. Mhm. Okay. Okay, because uh you used uh that you mentioned the pair button on the router. On the no, not that printer on the router.
00:00
Speaker 1
Yes. Yeah, so it's on AAA6-0 CF-EU. Now, this is... I've logged into the online thing. So let me just try. And let me look at the actual bottom of it. Is it possible to do with push buttons? Because the other option he's given me is with a USB cable, but I don't have the cable which fits on the back of the printer to connect. So, that's why I'm
01:00
Speaker 2
Okay, so that pair button is to set up the parent node or if you want to add additional child node, okay? But you may know first, what is the model number of your Linksys device? Okay. Is that the model number at the bottom of the Linksys router? Uh-huh. Oh yes. Yes, sir, please. Mhm. Okay.
01:00
Speaker 1
OK, uh, I'm looking at the, uh, I'm looking at the router. It says S P N M M 60. Yeah, uh, 72 E 1 0 M 2 AF 25 27 4. That's it. I have free notes.
02:00
Speaker 2
okay. what do you think? okay thank you. how about this serial number. okay so that's seven three. and then E for Edward, one zero, m for Mary, two eight and then F for Freddy. and then two five two seven four. okay thank you. and how many nodes do you have sir. okay. okay you have three nodes.
02:00
Speaker 1
I think you think that it will be at least a couple of months. I think, They came to they came no, no, no, no they came in April 24th of April they came to install it. Yes, Yes. [silence]
03:00
Speaker 2
All right. And how long you had this router, sir? When did you subscribe it to... or when did community... your provider give it to you? Or... Yeah, um, uh, I think it... Okay, so like six months, three months? Uh, okay, April 24 this year, right? Okay. Okay, thank you. All right. So, sir, with the type of router that you have, um, this new router doesn't have a WPS that you can use to connect your printer. But, um, on your printer, sir, when you try to view Wi-Fi, um, the wireless connection, is it able to detect?
03:00
Speaker 1
Oh, it doesn't. It doesn't. It just has um, option for connecting. I've installed the software on my computer and it gives me option to connect wirelessly. I first need to connect with USB and then it will connect to the Wi-Fi through the through the computer. Uh, but it doesn't give me the option to connect from um uh from the um Yeah, it's not giving me that option. It's just got this push button option and it displays the IP address of the of the um printer and the MAC address, but that doesn't help me. No, this printer is old with uh Oh.
04:00
Speaker 2
from your network are from the laptop yes I'm sorry from the printer itself okay but is this a new printer sir and there's no like option when you go to the control [silence]
04:00
Speaker 1
no it doesn't give me that option it needs to uh what do you call uh it it needs the USB connection. Initially once it's up then it finally connects wirelessly. But initially it needs the USB connection. Yeah is that a double seven? 92532 triple three. Yeah um my first name is Al Tash Ismail. [surprised sounding speech] [inaudible] [silence] is that my name
05:00
Speaker 2
the um, is it show the what do you call this one? the option to connect to the network? okay. Mm-hmm. Okay. Um, Sir, let me just create a record can have also your uh phone number. Okay. Mm-hmm. Okay, thank you. And how about your um first name and last name? [ silence ]
05:00
Speaker 1
Yeah, uh, Al-Tas. And same is. I-S-M-A-I-L-A-I-O-M Sorry, yes. Is my name Al-Tas dot cuz-A-I-L at gmail.com. No, no. Eight, wait, wait, wait. A for Apple L for Lima T for Tango A for
06:00
Speaker 2
"Okay, so is it okay to spell it? Let's start with your first name. okay, a s m ill okay, s male, right? Okay. And how about your email address? okay. So let me just check, sir. Um your email address again is a for Apple, t for Tango, l for Larry, a for Apple. Okay. Apple. "
06:00
Speaker 1
F for fox, uh, dot, this is my tall, I for igloo, S for sugar, M for mother, A for apple, I for igloo, L for Lima. Umm. Umm. Umm. Yes. The the router is connection is um uh what do you call uh ethernet? The the printer has has internet connection. But the the big one not the small one, it's the printer one that I don't know. It's a built like s it's a built built one. But I-I'll add I think I'll just let the
07:00
Speaker 2
Okay? Okay. Okay. all right. So it's at love, right? S mail@ gmail.com. Okay. um, this printer isn't and like uh there's an option also to like wire this directly to your router, you are. uh-huh. Mhm. If I were to quote it doesn't have an Ethernet port? Mhm. uh. Right, so Right? Uh you can pair it through uh it. The bluetooth cable, right? Yes. Please state the speed. Inside here. Also, case it's a brand new one. Brand new, so it's still, all right.
07:00
Speaker 1
Yep, er... are you done or
09:00