V2 Rubric Detail — 19412ef0-6e2f-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 11:39
Duration
5m 17s
Contact
Stuart Wilson
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00134187
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separate the 2.4 GHZ and 5GHZ

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership1.50/5
Escalation5.00/5
Customer Exp1.79/5
Overall48.7% (-7.3)

V2 Grader Summary

The agent accurately identified that the SPNM60 lacks WPS and suggested manual setup as an alternative, meeting technical accuracy. However, the interaction lacked structured troubleshooting, clear next steps, and proactive ownership, resulting in an unresolved outcome. While 'This is trash' is likely an ASR artifact for a name like 'Travis', the agent showed no empathy or call control, contributing to the customer self-disengaging.

V1 Case Analysis

Customer unable to connect printer via WPS on SPNM60; agent confirmed no WPS button but gave no alternative steps; call ended unresolved.

Troubleshooting Steps
  • Confirmed router model as SPNM60
  • Informed customer that this model does not support WPS
Key Observations
  • Agent did not suggest manual Wi‑Fi password setup for the printer, leaving the customer without a viable solution.
  • Call contained long silences and lacked clear call control or step‑by‑step guidance.
  • Agent gave correct information about lack of WPS but failed to follow a complete troubleshooting flow.
Positive Highlights
  • Accurately identified the router model (SPNM60).
  • Correctly stated that WPS is not available on this model.
Agent Errors / Gaps
  • Did not offer alternative method (manual Wi‑Fi connection) for printer setup.
  • Did not verify printer's Wi‑Fi capabilities or guide through 2.4 GHz SSID selection.
  • Poor call control with repeated pauses and no clear next‑step articulation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The customer disconnected without confirmation of resolution; no successful connection of the printer was verified.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent identified the lack of WPS on SPNM60 and asked if the printer supports manual setup, which is a relevant diagnostic step, but did not proceed further with guided troubleshooting.
R3 Partially Met Correct resolution path conf 91%
Agent correctly noted WPS is unavailable on SPNM60 and suggested checking manual Wi-Fi setup on the printer, aligning with best-effort support, but failed to guide the customer through execution.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified the correct model (SPNM60) and confirmed WPS unavailability, then asked whether the printer allows manual connection — a logical next question — but did not explore band compatibility or security settings.
T2 Partially Met Appropriate tools / resources used conf 87%
Agent did not use router admin interface or KB tools during the call, but the issue could have been addressed with verbal guidance from known documentation; tool use was possible but not executed fully.
T3 Met No misinformation conf 97%
Statement that WPS is not available on SPNM60 is accurate per KB: WHW01 and WHW03 series (and SPNM6x) do not have WPS buttons.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent acknowledged the issue and attempted to redirect to an alternative method, but did not set clear expectations or maintain structured control as the call unraveled.
C2 Partially Met Confirmed understanding conf 86%
Agent used plain language and asked clarifying questions about printer capabilities, adapting somewhat to customer’s level, though instructions were incomplete.
Customer Ownership
O1 Partially Met Ownership & empathy conf 89%
Agent engaged with the issue and offered a direction (manual setup), but did not persist when the customer became distracted, effectively relinquishing ownership before resolution.
O2 Not Met Proactive follow-through conf 95%
No next steps or timeline were established; the agent allowed the customer to end the call without confirming a follow-up plan.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this appears to be a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
The issue was within L1 scope (printer connectivity on supported hardware); agent reasonably chose not to escalate given the nature of the query.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted given the technical simplicity and available resolution paths.
Customer Experience
X1 Partially Met Customer effort minimised conf 94%
Transcript shows 'This is trash' likely an ASR error for 'This is Travis' (common name); agent remained polite, but showed no empathy for customer frustration or setup difficulty.
X2 Partially Met Tone & rapport conf 87%
Agent responded to customer’s shifting focus by asking relevant follow-ups, but failed to re-engage when the customer began self-troubleshooting and disengaged.
X3 Not Met Overall experience conf 93%
Customer repeated model number and issue details; agent did not streamline input or prevent redundant effort, leaving customer to figure out next steps alone.
Call Transcript10 turns · 10 lines
Speaker 1
[silence] Hello? [silence] Sorry, I can't hear you. [silence] Yeah, um, we've just had new broadband installed with your routers, with Linksys routers. Um, I'm trying to connect one device to them. It's a Wi-Fi printer. Um, and it requires us, it requires us to activate the WPS button, um, on the router. Now, there is no physical button. [silence][silence]
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] Hi, thank you so much for calling Linksys. This is trash. Can I help you? [silence]
00:00
Speaker 1
on this model of router, I understand. but the internet seems to suggest that that can be enabled with a software, something on the on your sort of if I log into an account, but I just can't see what to do. L N, I think it's L N 1 4 0 0. Oh, sorry, hang on. actually, the model number I've got here. Apologies. is SPN M60. SPN M60. [silence]
01:00
Speaker 2
what's the model number of your router sir so we can check and verify okay all right uh well sir i just wanted to set your expectations sir that uh for this model sir we don't uh WPS is not an uh available okay there is no WPS on
01:00
Speaker 1
So how do I how do I connect a wireless printer to it? Sorry, say again, say that one more time. [silence] No, I don't seem, no, I don't seem I don't seem to be able to connect it to the Wi-Fi. Oh, hang on, sorry. Oh, hang on. I've got something for the first time. Can you five okay, so.
02:00
Speaker 2
there are no other options here like to manually access it through your other the printer settings to connect it is it just is it just did the printer sir only connects using WPS or you can access its settings to manually connect it to the Wi-Fi and enter a password is there an option for you to enter a password [silence]
02:00
Speaker 1
It says AP overlap, use one AP only. OK. It's got a Mac address now, but it has just, it has, it has, sorry, what type? It's a Canon Pixma. It's saying select Mac address. Is that anything to do with it says AP, which is access point overlap? Use one AP only. So OK. So which of these hang on, hang on, hang on.
03:00
Speaker 2
What brand of printer is this?
03:00
Speaker 1
Actually, do you know what? I think, I think I may have, I think I may be making progress myself here, I'm gonna hang up if that's okay, and we'll see how we get on. Yeah, thank you, bye.
05:00
Speaker 2
Sure, sure. Just give us a call back if you need anything, okay?
05:00