V2 Rubric Detail — 0a1a5820-7ee7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 18:16
Duration
32m 49s
Contact
970-270-7052
Issue Type
Printer/Device Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00019530
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: connecting printer to the network
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution4.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical2.19/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall83.5% (+27.5)

V2 Grader Summary

The agent successfully resolved the printer connectivity issue using remote support to adjust Wi-Fi settings, demonstrating ownership and effective call control. However, T3 is rated Not Met due to a materially incorrect claim that '6 gigahertz doesn't have the 2.4,' which contradicts the fundamental band separation described in the KB. No critical failures occurred.

V1 Case Analysis

Assisted customer (Cynthia Camuslo) via remote session to change Wi-Fi security mode to WPA2, enabling Canon MFP-510 printer to connect and print successfully.

Troubleshooting Steps
  • Verified customer contact information and obtained consent for remote access.
  • Guided customer to download and run Zoho remote-support client.
  • Gained remote control of the customer's computer and accessed the router’s web UI.
  • Changed Wi-Fi security mode from WPA3 to WPA2.
  • Confirmed printer connection and successful printing.
Key Observations
  • Agent made a materially false technical claim about a '6 gigahertz' band not having 2.4GHz, which contradicts Wi-Fi standards and Linksys KB guidance.
  • No product model or serial number was collected, violating core support protocol.
  • Remote-access workflow was lengthy and inefficient, contributing to low efficiency score.
  • Despite inaccuracies and protocol gaps, the agent successfully resolved the issue via remote access and confirmed functionality.
Positive Highlights
  • At [05:00] and [06:00], obtained explicit consent for remote access and clearly explained what it would allow, demonstrating compliance and transparency.
  • At [04:00], correctly identified that changing Wi-Fi security from WPA3 to WPA2 could resolve compatibility issues with older devices like the Canon printer, aligning with adjacent_connecting_devices.md guidance.
  • Successfully used remote access to navigate the router interface and apply the correct fix, ultimately confirming the printer connected and printed at [27:00] and [30:00].
  • Maintained a calm and patient tone throughout the call, especially when the customer expressed frustration and visual difficulties at [13:00].
  • Clearly ended the remote session and instructed the customer on how to close it, ensuring security and closure at [28:00].
Agent Errors / Gaps
  • At [15:00], stated: '6 gigahertz doesn't have the 2.4' — this is factually incorrect. The KB (adjacent_common_wifi_questions.md) clarifies that 2.4GHz, 5GHz, and 6GHz are separate bands, and 6GHz does not 'contain' or 'lack' 2.4GHz. This misrepresents Wi-Fi 6E fundamentals.
  • Did not collect the router model number, serial number, or firmware version, which are required for proper troubleshooting and warranty assessment per universal_escalation_guide.md.
  • Failed to check or confirm warranty status before proceeding, a required step when support eligibility or escalation is relevant.
  • Provided vague instructions for changing Wi-Fi security mode without confirming the correct interface (e.g., myrouter.local vs myrouter.info) or guiding the customer through the actual steps before resorting to remote access.
  • Did not confirm the router admin password with the customer before attempting access, leading to confusion at [14:00].

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Agent confirmed printer connected to Wi-Fi and heard it printing: 'I can hear that your printer is now able to print... we are all good.'
R2 Met Diagnostic thoroughness conf 90%
Agent conducted meaningful troubleshooting via remote access, guiding customer through browser change, router login, and Wi-Fi settings adjustment.
R3 Met Correct resolution path conf 85%
Agent pursued best-effort troubleshooting for an out-of-warranty device without dismissing the customer, aligning with policy expectations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 75%
Agent identified symptom (printer not connecting) and used remote access to act, but did not ask for router model, firmware version, or verify current security mode before acting.
T2 Met Appropriate tools / resources used conf 90%
Agent appropriately used Zoho remote support to access the customer’s screen and guide changes, a necessary tool for diagnosing UI freezes.
T3 Not Met No misinformation conf 90%
Agent made a materially incorrect technical claim: '6 gigahertz doesn't have the 2.4.' The KB explains that 2.4GHz and 5GHz are distinct bands; it does not state that 6GHz replaces or excludes 2.4GHz. Additionally, the agent's claim that WPA3 prevents printer detection is unsupported by the KB.
Communication
C1 Met Clear & professional language conf 90%
Agent framed interaction, obtained consent for remote access, maintained control during technical steps, and managed transitions smoothly.
C2 Met Confirmed understanding conf 90%
Agent adapted pace and language to customer’s self-disclosed visual issues, used simple instructions, and confirmed understanding throughout.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, performed troubleshooting personally, and did not transfer or outsource responsibility.
O2 Not Applicable Proactive follow-through conf 90%
Issue was fully resolved; no follow-up or next steps were required.
O3 Not Applicable Closure confirmation conf 80%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with appropriate tools.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 70%
Agent was patient but used minimal explicit empathy (e.g., 'I see, man') without acknowledging repeated frustration or prior failed attempts.
X2 Met Tone & rapport conf 90%
Agent matched customer’s emotional state, slowed pace, checked comprehension, and adjusted communication style effectively.
X3 Partially Met Overall experience conf 70%
Remote session reduced some effort, but customer still had to navigate multiple settings, re-enter passwords, and retry steps due to initial browser issues.
Call Transcript50 turns · 57 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. We are currently experiencing higher than normal call volume, which may result to a longer wait time. We appreciate your patience. You can also visit our website at linksys.com or our chat support to serve a live chat. We apologize for the delay, and will be with you as soon as possible.
00:00
Speaker 1
I don't know what to do. I do not know what to do. Hi, this is Cynthia. Hello, and I've called you all and I'm still trying to do this, but it's not working.
01:00
Speaker 2
Hi, thank you for calling. My name is Clark. How can I help you? Mhm.
01:00
Speaker 1
They told me, Oh my god, I don't even know what to do anymore. My computer's frozen. They told me to type in my, What'd they tell me to type in? my router.local. On my laptop. And then to change um the settings to the Wi-Fi nodes to WPA2. Well, every time I type that in, Um, it, My computer just freezes. It says waiting, and it does nothing. It just sits there. So, I I don't know what to do that with that. Then I go on, I'm like, well, okay, I'll try my phone. And so then I go onto the app on my phone and it is just, let's see if I can get to that page. It's horrible. Um It,
02:00
Speaker 2
Mh-hm. Mh-hm. Mh-hm. Mh-hm. Mh-hm. Mh-hm. Mh-hm. Mh-hm. [silence] Mh-hm. Mh-hm.
02:00
Speaker 1
getting router settings. It's spinning and spinning and spinning and spinning. And I I don't know what to do. I'm beyond frustration. I just, you know, I mean, the problem is is I have a Canon, I have a Canon printer and it works off of Wi-Fi and I can't get it to find the Wi-Fi because the W it somehow it got on WPA 3. They thought. Anyway, it's nothing's connecting. Nothing's working. Anymore. Well, it says it is. [silence]
03:00
Speaker 2
Okay. All right. All right. I see, man. Alright. All right. But is your computer is connected, um, to your Wi-Fi, uh, man? Okay. Are you getting a connection, uh, directly to your computer?
03:00
Speaker 1
yeah it's uh i have all bars and then it has the network name on it and uh huh uh huh uh huh uh huh uh huh uh huh uh huh uh huh uh huh okay
04:00
Speaker 2
um, yeah, I can actually, are you using a Windows computer right now? or a Mac computer? Okay. All right, got it. Thank you so much for that. Um, I can definitely, we can definitely assist you on that by trying to changing the Wi-Fi security mode of your Linksys router to a different one in order for your printer to connect. But again, it's not a assurance that we can resolve this issue right now, okay? But I'll try my best in order for for me to assist you. Okay? all right. Um, is it possible for me, in order for me to better assist you regarding with your Linksys router? Um, ma'am, is it possible or is it okay for me to do.
04:00
Speaker 1
Sure, but the thing is it's stuck. It just says waiting, so sure, you can... try. Okay. Yes. That's correct. Thank you. Oh, thank you. Yes, yes it is.
05:00
Speaker 2
Do you like a remote access on your computer? I'd be the one to access your router settings um if that's fine with you. Mhm. Okay. I see. Can you um let me just verify again uh some information in order for me to proceed that. Uh am I talking to um Cynthia Camuslo? Okay. And then your phone number is 900~2707052. Is that correct? In case our call gets disconnected, I'll be using this phone number so that I can give you a callback right away. All right. Um can you also verify your email address showing our system? It's Cynthia.camuslo@zohocom is that correct? Okay. Perfect. So since we've already verified your information then we can now proceed in doing some troubleshooting. In order for me to [silence]
05:00
Speaker 1
Okay. Okay. Yeah. Um, well, it's not, Yeah. Okay. Come on. All right, let me just, So this does not give you control over my computer? It just gives you access to show me where to go correct? Okay. Okay. All right. I just, it's, it's on Safari right now. Ready to go.
06:00
Speaker 2
to better assist you. So as what I mentioned, we can go ahead and proceed with a remote access in order for me to assist on accessing the router settings. So can you open a browser, please? You can close that one and kindly reopen a new one. Just make sure there's only one active browser OK. I'll be able to control your computer, but you don't need to worry. Whatever I'm doing on your computer, you'll always see that on your screen. You don't need to worry on that. Oh, do you have like-- a different browser aside from Safari, like Chrome?
06:00
Speaker 1
Yeah, I do. I don't normally use it. Maybe that's why. But yeah. Looking on it. Sure, I'm working on it. Oh, I know what I probably should have done. Oops. Aw, hang on a second. Let me just do this. Okay. Keep things nice and simple. Okay. Okay. Chrome is open. Uh-huh.
07:00
Speaker 2
Okay.Can we open Chrome? Thank you so much.You need to take your time. Sure. Cynthia. Okay. Okay. Address bar, can you please type in this one? It's join. So the word join, so J for Juliet, O for Oscar, I for India, N for November. For. I for India. N for November. R for Romeo. S for Sierra. R for Romeo. J for Juliet. Dot C for Charlie. O for Oscar. M for Mike.
07:00
Speaker 1
Uh-huh. Okay. Mm-hmm. Okay. Java remote support session? Yes. Okay. Okay. Okay. Name?
08:00
Speaker 2
for nancy dot or period and then zoho z for zebra O for oscar h for hotel O for oscar.com and then enter please. Okay. Is it asking for my session id? Okay. So, my session id is 347097. And then it's 497. Uh, that's your first name.
08:00
Speaker 1
Oh, it's my name. That's pretty easy. Okay. Join session. Okay. Okay. Establishing connection.
09:00
Speaker 2
Put your first name. All right. That's right. Join Session. and then you need to click agree and download, Cynthia. All right. Once you click agree and download, a file will be downloaded on your computer. So once the file is ready, you just need to click it or open it and run it into your system. That's right. Thank you so much for doing. All right. You just need to allow or greet.
09:00
Speaker 1
Right. Okay. Okay. Okay. Yeah, it wants me to do something here. I did. [silence] Okay. Okay. Okay. Let's see. It's on. That is this.
10:00
Speaker 2
I have any information on the screen. And then for that, you need to, uh, I believe you need to, can you tell me where you're seeing right now? Yeah. You just need to click proceed. You see, proceed? Okay. And then you need to click first the configure button of the accessibility and you just need to turn it on. [silence]
10:00
Speaker 1
Not really sure. There's a screen, there's a Windows screen on my Mac. It says support support-log main rescue and the button is on. Yeah. Yes. Yes. Um, Open System Settings. It's not that obvious. It's
11:00
Speaker 2
Okay. Okay. Um, do you still see the configure button? Okay. Uh, you see for accessibility and screen recording, right? Okay. Did you click first the configure of the accessibility? Okay. Click that. And then you need to click Open System settings.
11:00
Speaker 1
Does, accessibility, allow the application below to control your computer? And then it has, oh, maybe I should click on Zoho. Okay. Hang on. Oh, boy. Okay. Hang on. Oh, dear. In a while. Okay. [silence]
12:00
Speaker 2
Okay. Can... Yes, you need to click Zoho. You need to toggle it on. that's fine. a good time. You were able to turn it on? Okay. And then the same goes with the screen recording. Silence.
12:00
Speaker 1
Okay. Hold on, okay. Okay. I don't know. Wait. Yeah. Okay. We'll go slowly. Please. Yes, I have a visual visual issue. I have visual problems, so I need it's harder for me to read fast. Okay, there's there's my router local. That's what I typed in before and it got stuck. Yeah. No, it just got stuck, but she told me it would get to that page with security. She told me don't worry about it and I I've done things before where they told me, don't worry about it. I'm like, but they always tell me to worry. So.
13:00
Speaker 2
Okay. There you are. I can see now your computer screen. All right. So, let me now gain the control, okay? All right. Yeah, sure. R. R. all right. Okay. You got this page? [silence] Hey!
13:00
Speaker 1
Yeah. Yeah. Is is is. Yeah, but this is something you can see, right? I. OK, give me a minute. Yes, sir. OK. This is where I got because I had to change the password. Oh, good. Yeah. And it just spun around waiting, waiting, waiting, waiting, waiting. OK, and no, it didn't even get to this page. Um, it told me to type in the password and I
14:00
Speaker 2
I see. All right. Do you, can you enter your router password? There's a hint. It's network. You still remember what password you've created? Okay. Can you enter that? No, I cannot. No, I can not. It's all dots. Yeah, sure. All right. Mhm. On this page? Okay, I see. Oh. Oh really. All right. The you go slower 6 gigahertz doesn't have the 2.4. So it always stick on a PA three personal. But you don't need to worry. As long as the Canon printer able to detect your Wi-Fi network, it will detect only the 2.4 and 5 gigahertz since doesn't have the capability to detect the 6 gigahertz band.
14:00
Speaker 1
What happened is, well, I don't know if you're aware of Spectrum, but we had to call Spectrum, and they had to give they had to give us a new modem, apparently. And then ever since they gave me the new modem, everything's been a mess. Oh, we we did. We did. And then and then they said no, no. It's with your router's flying changes. Okay, it says it's with your router. So then, you know, I called Lenovo just to be sure, and they said, yeah, but it's with your router. And then I called Linksys, and I could not do it myself, which is frustrating 'cause she gave me all the steps, just like you went through. Now, why is it? Tell me this. Why is it that when you did this, my computer went through? It didn't get stuck on waiting. But when you did it, I mean, when I did it, my computer got stuck on waiting and never could it would go to the next page. But when you did it,
16:00
Speaker 2
uh-huh it's the problem okay I understand uh-huh okay uh-huh
16:00
Speaker 1
It went to the next page. [ silence ] Why is that? Oh! Oh no! [ silence ] Okay! So what does this mean? [ silence ] Okay! What does this mean? You're not connected to your router. [ silence ] I hope so! [ silence ] Yes, yes.
17:00
Speaker 2
I'm not really particularly sure why that happened. You can actually use MyRouter.Local or MyRouter.info. This one? You can use either of those two if you cannot. Or. Okay, since we did some/ applying some changes, the router will redo some changes. But as long as the router is back again and running, automatically your router will get back to its next set. All right, so how about this one? Let's- can we try to- may I ask ma'am, with the information provided to you by your internet service provider, Spectrum, do you see all right? Okay. Um, is there
17:00
Speaker 1
This network is CF. You saw that. No. The first one with the paint. Yeah, that's the one. Um, I don't know. It's our Wi-Fi network that I set up for our home. Oh boy. Is it plain? It's black. Oh the model number. Uh maybe. Let me go over there.
18:00
Speaker 2
Oh, which one? This one? Is that...? that's the Wi-Fi name of your Linksys router, right? Okay! Um, the the modem that you're that... that the modem that Spectrum provided to you, is it like a plain modem or like a modem that have like Wi-Fi also? Do you know by that? You, uh, could you please provide to me like a model number of that. Yep.
18:00
Speaker 1
I'm gonna probably need my glasses so I can read. Hang on a second. Okay. So what's happening to my computer right now? What are you doing? Okay. Yeah, probably. I don't know. This is way beyond my Okay. So you don't want any number off the bottom of my modem right now. [silence]
19:00
Speaker 2
i'm just checking some connection and some information of your links is rather especially the the connection where it's connected um i believe it's just like a plain modem and it has the the the default uh IP address of your links as well yeah it is it's still it's still uh it's like a uh the modem that you had is just a plane modem yeah so how about try that uh could you try to check and see um if the the canon printer will be able to connect now yeah no need.
19:00
Speaker 1
[KEEP_UNCERTAIN] Okay. All right. Well, my Mac is... Maybe I should have used Chrome to start with. now that you know, I'm seeing you move all around my computer, which I'm giving a stranger access to my computer, but it's Chrome seems to work better. Okay, so let's see. So we activate see if I can remember what they um I can't remember what they told me to do. Let me see. e
20:00
Speaker 2
No need thank you so much yeah you can actually use Chrome mm-hmm
20:00
Speaker 1
Okay, can or not. Okay. So, can. Let me just figure out what the heck. Okay. Should I write it down? Let's see. All right, I'm gonna try again. So activate wireless LAN. I think change active. It keeps going back to then. Land settings maybe? Wireless land setups. Uh, I don't know which one to push. Cableless set up? Standard set up? Try this one. Searching. Okay, then we'll use one Wi-Fi router only. Okay, I have one. I have the router. Plus I have three nodes. So it says use one Wi-Fi router only? Use multiple Wi-Fi routers? What do I click on? Okay. Check the Mac address of the target wireless router by referring to the wireless router manual.
21:00
Speaker 2
Mm-hmmmm. That's right. You can just use one.
22:00
Speaker 1
Ah, I don't, I, that's that's not right. You know? Oh my, Oh, set Mac address. This is something wrong here. Yeah, it's a Canon. The my yeah, maxify, M is in Mary, B is in boy 5120. Yeah. So, yeah. So at this stage, I would call Canon and I would ask Canon to help me, walk me through it because I don't know what to do. because I'm at still enjoy it. Went back to the screen, use one Wi-Fi, router or use multiple
23:00
Speaker 2
Oh, uh... Yeah, I think so. You're using Canon, um, printer, right? is that right? Canon printer? uh, do you know the model number for that one? uh-huh. uh, MFP-510. ok. mm. All right, let me try
23:00
Speaker 1
set up wireless router. Okay. Then I click on my, my network name. And it says mo- well, that's way before that. So I'll go before that of wireless. So wireless LAN set up. Okay. Okay, I did. And then I yeah. So I'll click. Right. I've done that. And then before. So we're doing everything the same. And now I have a window that says multiple wireless.
24:00
Speaker 2
yes, do you see select wireless LAN setup okay yes go before that okay and then choose standard setup okay do you see the wood wide and fine network okay try to choose it okay all right Okay. Okay. Choose that MultiPL wallet. That's your password. That's your Wi-Fi password. for seaforth
24:00
Speaker 1
. Okay, I'm okay. Are you able to see this? No, this password is for my network. Isn't that what it wants? Yeah, I did. Okay. It doesn't give me an option to be able to see it. So, I'm just going to trust I did it. I did it correctly. Yeah, it doesn't doesn't tell me.
26:00
Speaker 2
Double check first the password, okay? Before clicking next. You can verify that one on the on your computer, since I'm on the Wi-Fi settings, if you want to. Okay? Yeah. No, no, no. The password of your Linksys router. Yeah. For the Wi-Fi. And that's what you need to enter on the the Canon screen. Justice. Okay. All right.
26:00
Speaker 1
No option to visualize. Please work. It says yeah, connect to the wireless router. Okay, yeah. Okay, so now. Oh, well, I've got one good sign. The little box in the bottom left corner that says Wi-Fi is um, there's no red line through it. So let me just find. Let me. Oh. Okay. Okay. So we're good. Okay. Oh. Okay. Great. Okay, now, how do I, how do I, how do I make sure that you're really off and you no longer have access to my computer.
27:00
Speaker 2
I can also see that your printer is connected to your Wi-Fi. [silence] It's showing it's connected. [silence] We're good. [silence] Be able to connect your printer to your Wi-Fi. I'm going to end the session now. You should see like a pop up. I'm no longer connected to your computer. The session is ended. Something like that. You should see that. That's right. You can now close the session that you have earlier with me since I already ended on my session on my end also. Uh-huh. No. No. You can close all the the browsers that you open and you're Good, since wee're able to connect your printer to your Wi-Fi.hah.hah. ... All right. I can I can hear that your printer is now able to print. OK. All right. So I believe we're all good. Mm-hmm. Yes, we are. that's right. really? I hope you're fine. You're okay and find your place right now. really? mm-hmm. mm-hmm. really. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. currently currently we are really
27:00
Speaker 1
Okay, I'll do that. Thank you so much for your help and stay safe. Okay, bye.
32:00