V2 Rubric Detail — 07adc846-73e4-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 17:57
Duration
8m 18s
Contact
No Name
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00135193
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Printer cannot connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall1.9/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-33.8)

V2 Grader Summary

The agent failed to resolve the printer connectivity issue due to incorrect EA7500 support status, lack of troubleshooting, and no actionable guidance. Customer was left to troubleshoot independently with no ownership, next steps, or empathy demonstrated.

V1 Case Analysis

Customer unable to connect Canon printer to 2.4 GHz Wi-Fi on EA7500. Agent incorrectly stated support ended in 2025 and did not guide customer to log into router settings (http://192.168.1.1 or http://myrouter.local) to verify SSID. No resolution confirmed.

Troubleshooting Steps
  • Confirmed router model (EA7500) and serial number.
  • Asked customer to view Wi-Fi networks on their phone.
  • Explained default SSID naming for 2.4 GHz and 5 GHz bands.
  • Incorrectly claimed support ended in 2025.
Key Observations
  • Agent incorrectly stated that support for the EA7500 ended in 2025, contradicting KB guidance that the EA7500 is a legacy but supported model with available firmware.
  • Agent failed to provide the correct local access URL (http://192.168.1.1 or http://myrouter.local) to verify SSID settings in the router interface.
  • Call ended without confirming whether the printer connected or any steps were completed.
  • Agent abandoned support prematurely instead of providing self-help guidance or paid support path.
Positive Highlights
  • Correctly identified the EA7500 supports both 2.4 GHz and 5 GHz bands.
  • Acknowledged the need to distinguish between 2.4 GHz and 5 GHz SSIDs for legacy device compatibility.
Agent Errors / Gaps
  • Incorrect claim that support for the EA7500 ended in 2025 — KB confirms EA7500 is legacy but still supported with available firmware.
  • Failed to provide the correct local access URL (http://192.168.1.1 or http://myrouter.local) despite it being standard procedure for EA Series routers.
  • Withdrew support based on false premise, leaving customer without actionable path.
  • Did not collect or confirm warranty status, nor offer paid support path if applicable.
  • Did not verify resolution or set follow-up.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent never confirmed printer connection or provided actionable fix; only speculated about 2.4 GHz and ended call with customer attempting solution independently.
R2 Not Met Diagnostic thoroughness conf 90%
Agent asked about Wi-Fi visibility but did not guide customer through router settings, verify band status, or perform any meaningful troubleshooting beyond verbal description.
R3 Not Met Correct resolution path conf 95%
Agent incorrectly claimed EA7500 support ended in 2025, leading to wrong resolution path; per KB, EA7500 v2 is still supported with auto-updates, so OOW troubleshooting should have been offered instead of dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified symptom (printer only sees 2.4 GHz) and asked about Wi-Fi visibility but failed to ask diagnostic questions about router settings, security mode, or SSID configuration.
T2 Not Met Appropriate tools / resources used conf 95%
Agent used no tools (remote session, admin UI, logs) and relied solely on customer description; scenario required verification of router band settings which was skipped.
T3 Not Met No misinformation conf 95%
Agent provided factually incorrect information: claimed EA7500 support ended in 2025 (contradicted by universal_eol_firmware.md) and gave uncertain guidance on SSIDs, undermining technical accuracy.
Communication
C1 Not Met Clear & professional language conf 85%
Agent failed to set clear expectations, maintain call control, or provide structured guidance; conversation drifted without agenda and ended abruptly.
C2 Not Met Confirmed understanding conf 85%
Agent used technical terms like 'WPA2-PSK8' and '5 GHz' without adapting to customer's non-technical level or confirming understanding, leaving customer confused.
Customer Ownership
O1 Not Met Ownership & empathy conf 90%
Agent avoided ownership by providing only a KB link and ending call without taking responsibility for guiding customer through steps or committing to follow-up.
O2 Not Met Proactive follow-through conf 90%
No specific next steps, timelines, or follow-up established; agent said customer could 'try it now' without defining action or success confirmation.
O3 Not Applicable Closure confirmation conf 100%
First contact – no prior case history to reference or handoff context needed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted; issue was within L1 scope for basic Wi-Fi/printer connectivity troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation to evaluate execution of.
Customer Experience
X1 Not Met Customer effort minimised conf 90%
Agent showed no empathy or acknowledgment of customer's frustration or repeated effort; tone remained procedural and dismissive of confusion.
X2 Not Met Tone & rapport conf 85%
Agent did not adapt communication style to customer's confusion or technical level; kept giving uncertain statements without checking comprehension.
X3 Not Met Overall experience conf 90%
Customer was left to figure out SSID identification and router login independently; agent could have reduced effort by guiding through settings or providing clear steps.
Call Transcript12 turns · 15 lines
Speaker 1
Hello? Can you help me? I have a Linksys router and my printer I called...
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.linksy.com. Please have your device's serial number ready. For assistance, press 1, now. For out of warranty products, paid 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] Thank you for calling Linksys. My name is Gerald. How can I help?
00:00
Speaker 1
For, um, for, um, they want a 2G, a 2.4 or something like that, they don't, they don't go by 5G. [silence] Well, they don't connect to, they don't connect to the 5G. [silence] So basically, Canon, yeah. So Canon doesn't connect to it. [silence] Um, the serial number, um, Well, I'm looking at this, I think it's 16931046. [silence] Oh, okay. Okay. All right. Do you want to see? Model number is E a 750 zero zero V two. Serial number is 58 E F 68 a 39 e 7a. Oh, um, yeah. Serial number is okay. 18 L 20 s 0.
01:00
Speaker 2
(silence)
02:00
Speaker 1
I can't find it I called them up they said oh no you need a 2.5 mm that's why it's not showing up it's says you got a 5 G my phone setting my phone settings Wi-Fi I see it then it says Lindsay
03:00
Speaker 2
okay so based on the model number you provided, the EA 7500. This has 2.4. So it should be, your printer should be able to connect to this. What's the problem with the 2.4? [silence] What about if you go to your phone settings, Wi-Fi settings, can you see the Wi-Fi name? Yeah, the Wi-Fi name of the two 2.4.
03:00
Speaker 1
[KEEP_UNCERTAIN] but but this is a five G like they said to split the line or something I'm not I'm not really technical savvy like uh oh there is I see it I see it IRNR and now I see it WPA2-PK8. Yeah that's it Oh there's another one see the see the names not on this they're not on the on the screen um yeah I don't see the um yeah I see IRN think this is it so I just click it yeah
04:00
Speaker 2
There should be another name of that. The one with the 5 GHz is 2.4. Right. This too. No, the Wi-Fi name of this 5 GHz by default that's linked sys 0 8 9 6 5 underscore 5 gigahertz. And two point 4 is linked. 08. 965. that's it. that is 24. 2.4. oh I'm sorry. Now that I'm not sure It could be yours, but I'm not sure. However, if the default name of the Wi-Fi link says 08965 not showing, then you probably have named the Wi-Fi before and you probably forgot the Wi-Fi. I'm not too sure again, but that's possible. It's going to be hard for me to answer because I'm just basing on the default unless you name it like that. So it could be 2.4. So you have 2.4 and 5 gigahertz. You have both 2 and 5.
04:00
Speaker 1
Which one is it? So, IRNP2PA2-PSK8, you don't know if that's the right one. Probably is.
07:00
Speaker 2
so, like I said, by default, the one with the underscore 5 gigahertz is the 5G and the one without is the 2.4. Now, the problem is that I think you named the Wi-Fi. So, if you named the Wi-Fi, you should be able to recognize which is which. If you don't remember that, we need to log into the system settings and figure out which one is the 2.4 and 5 gigahertz. But when I checked that right here, based on the model number that you provided EA7500, unfortunately, the support date is ended 2025, so we can no longer support this. At least I can do, I can send you the guide on how you can log into the system settings.
07:00
Speaker 1
It's probably the 2G right? Because it wouldn't show over my printer right? Okay. All right. I'm going to try it now. All right. Thanks a lot. All right. Thank you. [silence]
08:00
Speaker 2
Yeah, that's, that's, that's what I thought. Yeah. It could be 2.4 because otherwise, it's, the printer should not be able to detect that Wi-Fi.
08:00