V2 Rubric Detail — 37021cf0-6c1e-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 20:34
Duration
5m 26s
Contact
Norman William Westerman
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
—
Support Country
United States
Product Family
MR SERIES
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility for a solvable router-configuration issue by deflecting to the printer vendor and offering a paid shipping option instead of technical support.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.71/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to troubleshoot a post-password-change printer connectivity issue, provided factually incorrect information about printer 5GHz support, and evaded ownership by redirecting the customer to the printer manufacturer. No meaningful steps were taken despite the issue being within router configuration scope, resulting in an unresolved case with avoidable customer effort. The introduction of an unrelated paid shipping option constitutes clear avoidance behavior.

V1 Case Analysis

Customer changed router password; printer now cannot locate Wi-Fi network. Agent incorrectly stated printers may use 5 GHz, provided no troubleshooting steps, declared device out of warranty, and offered paid support. Customer declined and ended call. Issue unresolved.

Troubleshooting Steps
  • Collected router model (MR7500) and partial serial number (IC02239).
  • Asked about printer Wi-Fi band capability (but did not verify or act on it).
  • Checked account record for warranty status.
Key Observations
  • Agent provided factually incorrect technical advice: 'printer can sometimes connect to both 5 and 2 GHz' (contradicts KB — all printers use 2.4 GHz only).
  • No troubleshooting steps were performed despite clear KB guidance for printer Wi-Fi setup (verify 2.4 GHz band, disable band steering, use WPS, manual setup).
  • Agent prematurely moved to warranty check and paid support offer without attempting any fix or confirming access to router settings.
  • Call ended abruptly with no recap, no self-help path, and no confirmation of understanding.
  • Agent failed to clarify whether customer could access router settings or knew the printer model — critical gaps in environment handling.
Positive Highlights
  • Agent collected router model number (MR7500) and partial serial number (IC02239).
  • Agent acknowledged the reported issue and attempted to engage with the problem initially.
Agent Errors / Gaps
  • Provided factually incorrect technical advice about printer 5 GHz support (contradicts adjacent_printer_wifi.md and universal_legacy_device_wifi.md).
  • Failed to follow standard printer-WiFi troubleshooting flow: no verification of 2.4 GHz band status, no WPS guidance, no manual setup steps.
  • Prematurely escalated to paid support without performing basic triage or offering self-help resources (KB articles, chatbot, email guidance).
  • Did not confirm customer's access to router admin interface or printer model before proceeding.
  • Ended call without summarizing issue, next steps, or providing any actionable self-help guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call saying 'I'll call the printer guy' — no resolution was achieved or offered.
R2 Not Met Diagnostic thoroughness conf 97%
Agent asked for model/serial but provided no troubleshooting steps like checking 2.4GHz band, WPS, or printer settings.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status and offered paid shipping instead of best-effort troubleshooting for a configuration issue.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify root cause; incorrectly speculated printer might support 5GHz, contrary to KB documentation.
T2 Not Met Appropriate tools / resources used conf 94%
No use of admin UI, logs, or KB tools to verify band settings, DHCP, or WPS despite being router-side issue.
T3 Not Met No misinformation conf 97%
Agent stated 'printer can sometimes connect to both 5 and 2 GHz' — contradicts KB which confirms printers use 2.4GHz only.
Communication
C1 Not Met Clear & professional language conf 95%
No call framing, agenda, or control; ended with unrelated shipping pitch instead of closure.
C2 Not Met Confirmed understanding conf 93%
Used vague terms like 'combined band' without explanation; failed to confirm understanding or adapt language.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Shifted responsibility to printer vendor and offered paid service instead of owning the network-side issue.
O2 Not Met Proactive follow-through conf 94%
No next steps given; customer left without action plan despite ongoing connectivity problem.
O3 Partially Met Closure confirmation conf 89%
Agent checked customer record but did not use it to inform troubleshooting or provide continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation performed and none was warranted for this L1 configuration issue.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Minimal empathy; no acknowledgment of frustration from waking up to broken setup or repeated effort.
X2 Not Met Tone & rapport conf 93%
Agent maintained technical tone without adjusting to customer's confusion about network visibility.
X3 Not Met Overall experience conf 96%
Added friction by directing customer to another vendor and introducing irrelevant shipping options.
Call Transcript11 turns · 11 lines
Speaker 2
[silence] and ease as if if it will not problem. Please have your device serial number ready contact information ready. supported by the system product available depending on the issue. Thank you for calling this Mr. Drouillard.
00:00
Speaker 1
Hi. Hello. Um, I don't know if you can help me with this or not. I woke up to change the password on my router. And when I did, it messed up a lot of things. And I got everything working now, except the printer. The printer can't find the router. And I don't know. I've tried everything. I don't know if that's something you can help me with or I need to contact the printer people. Correct. The printer can't even find the router. It's got a it's trying to connect to a router that's that's not even used anymore.
01:00
Speaker 2
hear self now yes okay let me confirm all devices are working fine except the printer correct okay
01:00
Speaker 1
The router. Okay, the model is a uh. I don't know where's it W MR7500. Uh 45C is a Charlie. 1 0 M is a Mike. 2 B is a boy. it is a
02:00
Speaker 2
all right regarding with printers we're not extra with that we can only help with links this better but we can try helping you with this um problem and may need 2.4 gigahertz or five i'm not too sure about that depends on what's the model of your printer and what's the model of your systems router what's the model number and the serial number of your links just banner yeah and the serial number
02:00
Speaker 1
Great IC 02 239. yeah I went in and changed back the password to your default password that's on the back. you know that's when yes. you know
03:00
Speaker 2
Right. So, let me just confirm Are you Norman William? Okay. So, this MR 7,500 uh Wi-Fi band of this is currently combined. So, that might be the reason why your printer can't find the network, but then again, I'm not sure because printer can sometimes connect to both 5 and 2 GHz, depending on your depending on the model number of the printer.
03:00
Speaker 1
Let me push it in here. When I push in to connect to the Wi-Fi, it doesn't even find that router. It's trying to connect to a router that's been locked out and not used by, you know, everything else.
04:00
Speaker 2
Right, well, I'm not sure what happened to that, but we'll figure it out. Oh, then, let me, let me check your record, there we go. Okay, so based on the record, your MR 7500 unfortunately, this is out of warranty. For other warranty devices, if we are to assist, you'll be charged.
04:00
Speaker 1
No, that's all right. I'll call the printer guy, see what they say. No, that'll do. Thank you. Bye.
05:00
Speaker 2
World shipping $15 standard $30 if you want .O express Peace. Do O you want to do that, first? Confirm. You have other questions? You O, bye-bye.
05:00