V2 Rubric Detail — 1395a9e6-758b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 20:26
Duration
10m 56s
Contact
614-519-4074
Issue Type
Printer/Device Setup
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency4.00/5
Overall4.2/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall79.9% (-4.1)

V2 Grader Summary

The agent correctly diagnosed the printer connectivity issue as a 2.4 GHz band requirement and provided technically accurate, KB-aligned guidance. While full resolution was not confirmed, the troubleshooting path was logical and complete up to customer action. Communication, ownership, and customer experience were solid but showed gaps in expectation-setting, understanding checks, and effort reduction. No critical failures or auto-zero triggers were present.

V1 Case Analysis

Customer unable to see 2.4 GHz SSID on new Windows 11 PC, preventing HP OfficeJet printer connection. Guided to Wi‑Fi settings, located SSID, instructed to connect PC and manually configure printer to same network.

Troubleshooting Steps
  • Asked about prior printer connectivity and network names.
  • Guided customer to Windows 11 Wi‑Fi settings to locate the 2.4 GHz SSID.
  • Confirmed the SSID was visible and instructed to connect and enter password.
  • Advised manual configuration of the HP printer to the same SSID.
Key Observations
  • Customer was unfamiliar with Windows 11 Wi‑Fi UI, causing initial confusion.
  • Agent correctly identified the need for 2.4 GHz network for printer connectivity.
  • Agent provided clear, step‑by‑step guidance to locate and connect to the 2.4 GHz SSID in Windows 11.
  • Agent maintained patient and clear communication despite customer confusion.
Positive Highlights
  • Correctly identified that the HP printer requires 2.4 GHz network connectivity.
  • Provided clear, step‑by‑step guidance to locate and connect to the 2.4 GHz SSID in Windows 11 Settings.
  • Accurately advised manual configuration of the printer to the same SSID.
  • Maintained clear and patient communication throughout the call despite customer confusion.
Agent Errors / Gaps
  • Did not verify that the router's 2.4 GHz band was enabled or that band steering was disabled.
  • Did not confirm Wi‑Fi security mode (WPA2 Personal) for legacy device compatibility.
  • Did not ask the customer to verify or re‑enter the Wi‑Fi password before connecting.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Agent guided customer to connect computer to 2.4 GHz network and instructed manual printer setup, but did not confirm printer was successfully connected or printing.
R2 Met Diagnostic thoroughness conf 95%
Agent diagnosed the issue (printer not reachable after computer upgrade), asked about prior functionality, confirmed network visibility issue, and guided customer to locate and connect to correct SSID — a logical sequence aligned with KB guidance.
R3 Met Correct resolution path conf 98%
Agent correctly identified the issue as configuration-based (not hardware/warranty) and provided appropriate best-effort troubleshooting for an in-warranty device, directing manual setup per KB.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified symptom (inability to access printer after computer upgrade), confirmed prior functionality, deduced likely cause (connection to 5 GHz instead of 2.4 GHz), and targeted solution accordingly.
T2 Met Appropriate tools / resources used conf 97%
No advanced tools (e.g., remote access, logs) were necessary; issue was purely about Wi-Fi band selection and manual configuration, addressed through verbal guidance consistent with KB.
T3 Met No misinformation conf 99%
All technical advice — connecting to 2.4 GHz SSID and manually configuring the printer — is fully supported by universal_legacy_device_wifi.md and adjacent_printer_wifi.md.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent kept call moving but did not set clear expectations or manage silences effectively; occasional 'Okay, sorry, go ahead' showed weak control.
C2 Partially Met Confirmed understanding conf 85%
Language was simple, but agent did not consistently check understanding and repeated instructions that confused the customer (e.g., about network names).
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned case from contact to close, did not transfer, and provided needed steps themselves without deflecting responsibility.
O2 Met Proactive follow-through conf 90%
Agent gave clear next steps: connect computer to 2.4 GHz SSID, then manually configure printer — specific, realistic, and customer-executable.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a printer-connection issue within L1 scope.
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 85%
Agent thanked customer at end but did not explicitly acknowledge frustration expressed about not seeing the network or Windows 11 difficulty.
X2 Partially Met Tone & rapport conf 85%
Agent used steady tone but did not adapt to customer's confusion about Windows 11 navigation or repeated difficulty locating settings.
X3 Partially Met Overall experience conf 85%
Customer had to navigate Windows settings and locate SSID themselves; agent could have walked through steps more directly to reduce effort.
Call Transcript22 turns · 22 lines
Speaker 1
I would like to get assistance connecting to my printer.
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's serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available, depending on your 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. Hi. Thank you for calling Linksys Technical support. This is Rio. How can I assist you for today? [silence]
00:00
Speaker 1
uh HP office jet and I'm using Mesh system MX 5,500. Uh it's working fine what I've done is I've got a new computer. That's yes, that's correct.
01:00
Speaker 2
Got it, sir? Uh, sure, let me just confirm, is this the first time you are going to connect your printer to the Wi-Fi or it was working fine before? Mm, I see. So, just to double check, okay? Uh, your printer was connected before with a different computer. However, since you've upgraded to a different computer, now uh you cannot access the printer in your new computer, is that correct? Okay. Right, new computer and and unable to access the printer. Okay. Now, if
01:00
Speaker 1
Yes. Where would that show? Right now I think with my old computer, I had a name, it was called Elkridge. And then the second name was Elkridge 2. however I don't think that's the case now. Let me just double check.
02:00
Speaker 2
It's your computer already sir, connected to your Wi-Fi now? Okay, and just to double check, do you happen to have two Wi-Fi name showing or just one Wi-Fi? You can just try to go to the Wi-Fi settings of your computer and check your Wi-Fi name. Mm-hmm. Okay. I see.
02:00
Speaker 1
Oh, well, that's my problem, then. How do I get to that? duplicate, 2.4 because it wasn't there before. Just to be did just a second to get there. I'm in my system settings and network.
03:00
Speaker 2
Yes sir here's the thing: The reason why you might not be able to connect your printer to the computer or you're unable to print through Wi-Fi is because your new computer should be connected to the Wi-Fi 2.4: The label that has 2.4.
03:00
Speaker 1
okay. okay. I'm I'm at my network. it's not showing up like it did in uh windows 10. I've got Windows 11 and it's just doesn't handle it as nicely to me as not as friendly to me. I don't see the network. I have a wet a Wi-Fi ethernet is connected. It's just not showing the name of the system. Elkrgerich
04:00
Speaker 2
Okay, sorry, go ahead.
04:00
Speaker 1
Is your name on My Network? It's just Elkridge, the one that I've got now, but I'm trying to bring up the list of all, uh, the network names and I'm not getting to it. Um, I apologize for my ignorance on this. The private SMS thread of No, it just shows... Oh, wait a minute. Here's the... is it just... Here. text message group. Oh, Scott and I are watching.
05:00
Speaker 2
There is no like the label 2.4, the same as with your old computer. It's OK, sir. Uh, we're isn't you able to see now like the 2.4 Wi-Fi name because it should show.
05:00
Speaker 1
Now it just shows that it's turned on. And that's okay. I know that it is. I'm just not finding it right at the moment. Where to go and my—this Windows 11 is new to me and I'm not finding what I—know that I'm looking for. I Right. Can you tell me how you get to networks, the available networks? I'm going to system settings. And network, and internet. And then it says Wi-Fi, connect, manage, meter. Okay.
06:00
Speaker 2
Okay. So, you should connect through your computer to that Wi-Fi name. It's so the available ah available networks you weren't able to see it there. Um
06:00
Speaker 1
[silence] network manage known networks here. We go. Baby. Yes. Okay. I'm there where I have the available networks and the Elkridge 2.4 is there. So you make that static. Right? So when the computer boots up. It will just connect to that network automatically with no password to go [silence]
07:00
Speaker 2
Okay, you need to click that, sir and enter the password. [silence]
07:00
Speaker 1
Okay, I clicked on it. It usually gives me an option to connect to it. Now I'm not seeing it. Okay, I'm sorry, I got it. It's connecting.
08:00
Speaker 2
Mm-hmm. Mm. Yeah, you're trying to connect, sir. Like what does it shows now by the way, when you try to click that Wi-fi name? Mm-hmm. [silence]
08:00
Speaker 1
[KEEP_UNCERTAIN] Okay, now it says connected to the... That's all right. Go ahead. Okay, and do I go to what I'm used to previously is that there was like a I don't know like a semicircle screen that links this has and I would
09:00
Speaker 2
Okay, all right. Now for your, sorry, go ahead. All right, so for your printer now, sir, you need to manually connect it or manually set up and connect it to the same Wi FI name. Oh, no, sir. You don't need to press anything from the node that you have there. You need to configure it manually in your HP printer,
09:00
Speaker 1
Oh okay, all right. I see what you're saying. And since I've got it up and running, it should pick it up when I go to when it goes to search for the network. Correct. Okay, alright. Well, thank you very much. I'll I'll get on that then. Okay, sounds great. Thank you for your help. dears though. Bye. Bye.
10:00
Speaker 2
Correct, sir. That's the correct one. Yeah. [silence] All right. [silence] Okay. You're welcome, sir. And again, if you need further assistance. [silence] You can always call us back here, okay? That's not a problem, sir. [silence] All right. Thank you. Thank you so much, sir, for your patience and for your time to call us here. Again, this is Rio from Linksys. You have a nice day ahead. Bye bye for now. [silence] Bye bye. [silence]
10:00