V2 Rubric Detail — 1f451188-8138-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-16 17:02
Duration
13m 44s
Contact
Stephanie
Issue Type
Printer/Device Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#LTS00137497
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MR9000_Wants to separate the network bands

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication2.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp1.79/5
Overall52.7% (-3.3)

V2 Grader Summary

The agent correctly diagnosed the need to separate 2.4 GHz and 5 GHz bands for the printer on the MR9000 but failed to execute the resolution during the call, deferring to articles and a callback instead of guiding the customer through immediate steps. This resulted in unresolved issue, increased customer effort (requiring a laptop and callback), and partial resolution despite accurate technical knowledge. No critical failures (abandonment, discourtesy, etc.) triggered auto-zero.

V1 Case Analysis

Customer unable to connect printer to Wi-Fi on MR9000; agent confirmed 2.4/5 GHz support and explained band separation via web UI. Customer lacked a laptop; agent offered KB articles and callback.

Troubleshooting Steps
  • Collected customer name, phone, email, and serial number
  • Verified MR9000 supports 2.4 GHz and 5 GHz bands
  • Explained that bands may be combined and can be separated via web UI
Key Observations
  • Agent correctly identified MR9000 capabilities per KB and explained band-combining concept accurately
  • Customer lacked a laptop to access web UI, preventing real-time resolution
  • Frequent silences and background noise (power outage audio) reduced communication clarity
  • Agent appropriately offered KB articles and callback despite access limitations
Positive Highlights
  • Accurately confirmed MR9000 supports both 2.4 GHz and 5 GHz bands per KB guidance
  • Provided correct web UI access URLs (http://192.168.1.1 and http://myrouter.local)
  • Collected essential customer/device information (name, phone, email, serial)
  • Offered practical next steps (KB articles + callback) despite customer’s device access limitations
Agent Errors / Gaps
  • Did not verify internet connectivity or router placement before suggesting SSID changes
  • Failed to provide concrete step-by-step instructions for separating bands via web UI
  • Did not confirm printer connectivity after proposed changes, leaving core issue untested
  • Next-step language was vague without clear timeline or callback confirmation

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent confirmed router supports 2.4 GHz and suggested separating bands but did not complete the fix; issue remained unresolved with no confirmation of resolution achieved. Customer left to obtain laptop and plan callback instead of immediate resolution.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent gathered model/serial, confirmed 2.4 GHz support, and identified band merging as the likely issue, but did not guide customer through actual SSID separation or verify connectivity. Deferral to articles increased customer effort.
R3 Met Correct resolution path conf 97%
Agent correctly identified that separating 2.4 GHz and 5 GHz bands is the appropriate path for a printer that only supports 2.4 GHz on an MR9000 mesh system, matching product capabilities and support guidelines.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent identified symptom (printer won't connect) and inferred likely cause (band merging), but did not ask diagnostic questions about printer setup mode, signal strength, or prior attempts, limiting root-cause verification.
T2 Not Met Appropriate tools / resources used conf 90%
Agent had all necessary info (model, serial) and could have provided specific instructions for splitting SSIDs via http://myrouter.local (per KB), but deferred to sending generic articles later instead of using available tools during the call.
T3 Met No misinformation conf 98%
Agent correctly stated MR9000 supports both 2.4 GHz and 5 GHz bands and that they can be split via the admin interface — factually accurate per KB documentation and consistent with product specifications.
Communication
C1 Partially Met Clear & professional language conf 92%
Agent collected required info and maintained basic control, but long silences, unclear transitions, and lack of agenda framing reduced call efficiency and customer confidence in next steps.
C2 Partially Met Confirmed understanding conf 90%
Used accessible language (e.g., '2.4 and 5 gigahertz') but did not confirm understanding after key steps or adapt to customer's fragmented communication style, missing opportunities to verify comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent stayed on the case, did not transfer to avoid difficulty, and committed to sending follow-up resources and accepting a callback — demonstrated clear ownership of the unresolved issue.
O2 Partially Met Proactive follow-through conf 90%
Promised to send articles and accept a callback, but did not specify when articles would arrive, who would handle the callback, or provide a concrete timeline for follow-up actions.
O3 Not Applicable Closure confirmation conf 100%
No prior case history evident; this appears to be the first contact with no referenced prior interactions or handoff context required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted — the issue was within L1 scope and no legitimate trigger (complexity, hardware fault, repeat unresolved, management request, legal risk) existed to justify escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred on this touch, so execution cannot be assessed. The interaction concluded with a commitment to callback rather than escalation.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite and used affirmations, but did not acknowledge customer frustration with printer connectivity or power disruptions beyond surface-level responses, missing empathy opportunities for repeat-contact fatigue.
X2 Partially Met Tone & rapport conf 87%
Maintained a consistent pace but did not adjust communication for customer's confusion, repeated disconnections, or fragmented style; missed opportunities to slow down, rephrase, or check comprehension at key moments.
X3 Not Met Overall experience conf 94%
Customer had to obtain a laptop and plan a callback instead of receiving immediate remote guidance or a temporary workaround, creating avoidable friction and unnecessary repetition of effort during the interaction.
Call Transcript21 turns · 24 lines
Speaker 1
[KEEP_UNCERTAIN] Oh, I don't have much here. Um, um, Oh, I'd like to see why my link is. I wanted to to see if it's a a 2.4 GHz. I guess. Yes. Okay. Um This isn't the telephone number that's associated with it. No, my phone number isn't the one that's associated with this link, see? Links Auger. Yeah, I guess so, yes. If I can give you the do it, kill you. Well, it's under Stephanie Hecken. H-E-I-I-N-E-N. There.
00:00
Speaker 2
Yes, that's correct, If you have a Lengthest router then you are on the right phone number. Oh, okay. All right. Got it. All right, got it. Thank you so much for that. So, yeah, I can definitely assist you, uh, in checking if the router is capable of 2.4G. However, there's in order for me to better assist you, then I need to gather some information first, in order for me to create a ticket on our system. [silence] Again, out be okay? Okay. Thank you. Can I have your first and last name, please? All right. Uh, Stephanie, will be okay if I gonna spell out your last name, just to make sure I got it right? [silence]
01:00
Speaker 1
Well, that's my phone number. That's my phone number, but that's not associated with with the internet here. [silence] Okay. [silence] Okay. Thank you. [silence] Well, I'm not not sure which one it's under. [silence] Okay.
02:00
Speaker 2
All right, Got it, thank you so much. And your phone number showing in our system is 207-793-942. Is that correct? [silence] Okay. Yeah, that's fine because I'm gonna uh this is only for records purposes because in case our call got disconnected, then I'm gonna use this phone number, so that I can give you a call back right away. Okay? All right. Can I have also your email address? Stephanie. [silence] Oh, uh any emails you can provide, that's good. Uh, at Roadrunner. All right, so it's this, C and then your last name. Give me a sec. At Roadrunner.com. All right. Thank you so much. So I already have your personal information then I will be asking now for the information of your Lenovo. Can I have the serial and the model number of that one, please? Yeah, in order to, yeah, in order for us to verify if it's capable that we might need to guard that information. Stephanie. All right, yeah, sure, take your time. Please be careful. [silence] Right here, all right, it's at here.
02:00
Speaker 1
I'm trying to set up a printer and it won't, it doesn't seem to work here. I mean it won't, the light is blinking all the time here.
04:00
Speaker 2
All right. Um-hm. Oh, okay. So the printer won't connect to your Wi-Fi. Is that correct? [silence]
04:00
Speaker 1
Okay. Okay. Now, where do I find this? on the bottom, okay. Okay, which one do you? What do you need? The serial number is three to A 1 0 C 689 02 nine six six. Just a moment. The model number. Look at the name of it. [silence] [silence] [silence] [silence] [silence] [silence] So I have done and nothing else. So everything sounds normal. Yes. So that's that's good. Okay. Wait a second. So if it goes away, is it something with the police? What would you have said?Or is it a problem with the mean? Okay, I, uh, no, no, no. I will go and buy a new one and see what happens.
05:00
Speaker 2
Yeah, at the bottom of it, the theoretical number or the S slash N. Okay, got it. Thank you. Do you see also the model number of that one? Uh huh. Stephanie? Thank you.
05:00
Speaker 1
I got the password, I got the over. Recovery key. is it M.R. nine, zero, zero, zero spectrum and Spectrum says that there's no problem with their internet it must be the router
06:00
Speaker 2
[silence] You should see the model. Yeah, that's right. Thank you. And lastly, may I know who's your internet service provider, Stephanie? All right, thank you so much. Okay. All right, got it. Thank you. Um, upon checking here, upon providing those information, the serial number and the model number, I can actually confirm that your Linksys router is actually capable of to have the 2.4G network, um, Stephanie.
06:00
Speaker 1
It does have it. Can you is there any way you can check it to make sure it's working? Okay.
07:00
Speaker 2
Yes. Yes, I can actually do uh I, we can actually do that, but it's just that. Um, here's the thing then. Since you're using the MR9000, this particular router is one of our mesh router. So, it has the 2.4 and 5 gigahertz. So, probably the moment that this router was being configured, the 2.4 and the 5 gigahertz um is being combined as one network. So, here's the thing that we can do in order for us to make sure that you can connect to the 2.4 or either of the 5 gahertz. We can actually separate the 2.4 and 5 gahertz for you to determine which network is which. We can actually do that.
07:00
Speaker 1
Oh, yeah. What is, uh, that thing? Yeah, the line on top of it. Oh, uh, uh, uh, huh. Okay. It's a blue light. Uh, I have a computer. We have a computer, but it's what?
08:00
Speaker 2
All right, then, thank you so much. And, but may I ask, or may I, no, um, Stephanie, what is the light in front of your, or on top of your Linksys router? What is the light on top of it? The light, or the LED? Solid blue. Okay. So that means it's connected to the internet. So, yeah, what we just really need to do is to, in order for us to separate the 2.4 and 5 gigahertz network name, um, so that they will not be combined, then we might need to use a computer, uh, so that we can access the web user interface. Do you have one available right now on your end? Um, Stephanie. Okay.
08:00
Speaker 1
[KEEP_UNCERTAIN] I was going to bring over my laptop, but I did. I didn't bring it over. but it didn't bring it over. Well, no, you don't understand. I I don't have a a I'll get a laptop that here. I'm going to see if it will work with this one, okay? to see if it works with this one.
09:00
Speaker 2
Yeah. Do you don't have any other device that we can use? Yeah, we can use your laptop. We can use your laptop. Oh, that's fine as long as as long as um it's your it's your as long as the the laptop is your at your house. And then it's connected to your WI-Fi, then we can actually access the user interface. Is it right now with you? All right, yeah, sure. Yes, they can hear it. The entire house? The entire house loses power.
09:00
Speaker 1
told you there was some going on. Just, just, just, just started up. Okay. Oh, yeah. You can send me one. Okay. Yeah. Yeah. I guess so. You think if you separate it, we can we get better internet. Thank you.
11:00
Speaker 2
Oh, I think... Yeah, I can hear the sound earlier and then right now it went away. So, um, yeah, here's the thing then. Um, I'll send you... Um, how about this one? Um, Stephanie? Um, I'll send you some articles and said you can try to do it on your end once the power came back. Um, but if if you're having difficulties, um, following those articles or the steps, then you can actually give us a callback so that we can proceed on assisting you on how to separate the 2.4 and the 5. Will that be, um, enough then? All right. Yeah, you can actually. Um, also you
11:00
Speaker 1
Yes. The printer won't connect. Okay. We also, okay. We also have a camper out here that's connected to the internet too. Do you think it would connect better with the 2.4? Yes. Okay. [silence]
12:00
Speaker 2
um okay so yeah by using that um it will really the printer will definitely look or able to find um the 2.4 network alone and it should connect um it will connect okay so I'll send um a camper is that correct okay um yeah um it will because as long as he knows the password and the wifi name he can actually connect either of the two wifi that you have once the 2.4 and 5 gigahertz are same [silence]
12:00
Speaker 1
Okay. Okay, well I'll have to get back to you and I'll and I will, um, I'll bring over my my, uh, laptop computer that works and I should have brought it over. Okay. Thank you very much. I'll I'll probably Okay. Okay, thank you. Okay, bye.
13:00