V2 Rubric Detail — 497199ec-75b5-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 01:28
Duration
33m 9s
Contact
Hellen Phillips
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Paulo Real
HappyFox Case
#LTS00135592
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to open ports on the router for the printer
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (6 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-56.0)

V2 Grader Summary

The agent failed to resolve the printer connectivity issue, skipped all diagnostic steps, and offered only a paid support option without attempting standard troubleshooting. Technical accuracy was poor, as the agent suggested port forwarding for local printing and quoted paid support fees not supported by the KB. The interaction ended unresolved with no meaningful troubleshooting performed.

V1 Case Analysis

Customer unable to connect HP printer to Wi-Fi. Agent correctly explained local printing only requires SSID/password, not port forwarding. Router model EA8300 confirmed out of warranty. Offered paid support ($15 then $50) to open ports. Long silences, inconsistent pricing, and poor communication led to customer confusion. Ticket LTS00135592 created. No resolution achieved.

Troubleshooting Steps
  • Explained that local printer connection only requires Wi-Fi SSID and password.
  • Clarified that port forwarding is only needed for remote access.
  • Identified router model as EA8300.
  • Confirmed router is out of warranty based on purchase date.
  • Offered paid support to open ports.
Key Observations
  • Agent provided conflicting paid-support prices: initially $15 [22:00], later mentioned $50 [24:00], causing customer confusion.
  • Excessive filler ('ma'am', 'yeah', 'okay') and long silences [05:00–06:00, 08:00, 27:00] severely degraded call efficiency and clarity.
  • Agent failed to verify Wi-Fi credentials or attempt any printer connectivity troubleshooting.
  • Agent misidentified company as 'Longsys' at start [00:00] and 'Linx' [12:00], correcting only after customer confusion.
  • Agent referred to themselves as 'Paul' [04:00] but signed off as 'Bob' [33:00], indicating poor professionalism.
  • Agent incorrectly suggested opening ports might help despite knowing it's unnecessary for local printing, potentially misleading the customer.
Positive Highlights
  • Correctly explained that port forwarding is only required for remote printer access, not local printing [07:00–08:00].
  • Accurately identified that the customer only needs the Wi-Fi SSID and password to connect the printer locally [07:00–08:00].
  • Confirmed the router model (EA8300) and correctly determined it is out of warranty based on the customer's provided purchase date [21:00–22:00].
  • Created a valid HappyFox ticket (LTS00135592) for case tracking and future reference [30:00–32:00].
  • **Technical accuracy was strong**: All guidance regarding port forwarding, local Wi-Fi requirements, and router access was **correct per KB**. No technical errors found.
Agent Errors / Gaps
  • Provided inconsistent paid-support pricing ($15 then $50), creating confusion and undermining trust.
  • Failed to collect or confirm the router serial number, a required step for warranty verification and case documentation.
  • Did not verify Wi-Fi SSID/password or guide customer through printer setup steps, missing basic troubleshooting.
  • Repeated long silences and filler words ('ma'am', 'yeah') made the call inefficient and difficult to follow.
  • Misidentified company as 'Longsys' and 'Linx' instead of Linksys, indicating lack of brand familiarity.
  • Signed off with a different name ('Bob') than introduced ('Paul'), a serious professionalism lapse.
  • Suggested opening ports as a potential fix despite correctly stating they are not needed for local printing, creating contradictory guidance.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never resolved the printer connectivity issue; only offered paid support and did not assist with Wi-Fi configuration or local printing setup.
R2 Not Met Diagnostic thoroughness conf 98%
No diagnostic steps were taken—agent did not verify Wi-Fi settings, check router configuration, or guide customer through printer setup despite clear need.
R3 Not Met Correct resolution path conf 97%
Agent acknowledged OOW status but pushed paid support instead of providing best-effort troubleshooting (e.g., Wi-Fi setup, firmware check, factory reset), violating OOW standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
No logical diagnostic process—agent failed to identify symptoms, ask relevant questions about network or printer, or determine root cause beyond repeating generic statements.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not use any tools (e.g., router admin UI, firmware check, port verification) despite needing to confirm Wi-Fi settings or assist with configuration.
T3 Not Met No misinformation conf 99%
Agent incorrectly suggested that opening ports is required for local printing and quoted non-standard paid support fees ($15/$50) not found in any KB, which Assessment 3 confirmed as technically inaccurate.
Communication
C1 Not Met Clear & professional language conf 96%
Agent lacked clear framing, had long silences, abrupt transitions, and failed to maintain control—customer repeatedly interrupted and expressed confusion.
C2 Not Met Confirmed understanding conf 95%
Agent used repetitive, unclear language and failed to adapt to customer’s non-technical level or confirm understanding effectively.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership—offered paid service instead of resolving issue and transferred no actionable work to another party.
O2 Not Met Proactive follow-through conf 95%
Only provided a ticket number; no clear next steps, timeline, or follow-up commitment beyond suggesting a callback.
O3 Not Applicable Closure confirmation conf 100%
First contact with no prior case history; no handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was within scope for L1 troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent showed minimal empathy; statements were mechanical and did not acknowledge the customer's frustration beyond a generic 'I understand'.
X2 Not Met Tone & rapport conf 93%
Agent failed to adjust tone or pace to match customer’s emotional state—continued repeating unclear instructions despite visible confusion.
X3 Not Met Overall experience conf 95%
Customer had to repeat model and serial numbers multiple times; agent introduced unnecessary paid step instead of simplifying the known process.
Call Transcript37 turns · 42 lines
Speaker 2
Welcome to Longsys 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.longsys.com. Please have your device serial number ready. For assistance, press one now. For out-of-warranty products, paid support options may be available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty products, paid support option may be available depending on the issue. Thank you for calling Language's technical support my name is Paul how might I help you today? [silence]
00:00
Speaker 1
This might not be your question, but I'm trying to install a HP printer and we worked all day long. So the HP guy told me to call my Internet provider because we can't connect to the Internet. We don't have Internet connections or whatever. Let me read the email he sent me. He said I could share it with you all. It say, we kindly ask you to please contact your provider so they can open the required ports on your router. Please find below the list of ports that need to be open. You can forward this email to your provider so that they can use it for reference if you like. Okay, it's three. Three ports. The incoming ports. The outgoing. Yeah.
05:00
Speaker 2
OK. [silence] Hey. [silence] Hey. [silence] By the way ma'am. [silence] Hello. [silence] By the way ma'am. [silence] Hello. [silence] Can you hear me? [silence] OK. So, [silence] by the way ma'am, [silence] before we proceed, [silence] I just want to confirm that [silence] I got your concern right. [silence] So basically, [silence] you want.
05:00
Speaker 1
He got some numbers here. I didn't get the read it to you. Yeah. I'm operating room nurse. So I don't really know the lingo, you know, but he that's why he wrote this down for me. Yeah, why five. Yeah. Yeah. Just want to. print locally. If I'm at my sister's and she's three hours away, I use her her internet. I don't know what you're asking me. I don't get that. [silence]
06:00
Speaker 2
to open ports on the Linksys router, like port numbers, so basically you just want to print uh locally, right? [silence] Just [silence] yes. [silence] Within your home. Or you want to access to the printer from another location. Yeah, so just want to confirm, you want to connect your [silence] what you call this printer to what? [silence]
06:00
Speaker 1
Yeah, I use Wi-Fi, I use Wi-Fi for a printer and "cell phone", but my cell phone also have data, you know, space and I use the data, uh, stuff and the Wi-Fi all the time on my cell phone, so I really don't know which one they are on, you know. But my my printer is strictly on the, go ahead. Well, sir, that's what we've been trying to do all day. We've been trying to train up my laptop, my my printer all day right here in the house and we can't do it.
07:00
Speaker 2
Okay. Okay. Oh, ok. Yes. Because okay because for you know like to connect the printer you just have to you need you just need the the Wi-Fi settings of your network, not the ports. You only need the port numbers. You have all you only need to open those port numbers if you want to access your printer from the remote location. But if you just want to print in your house using the printer, then or yeah, in your house via Wi-Fi, you just need to connect the printer to your Wi-Fi network. Okay. Yeah.
07:00
Speaker 1
You didn't let me finish reading. You don't understand what he want, right? Cause you didn't let me finish reading it. Okay, what to tell him tomorrow? What to tell him? No, no support number? No port number? What do you mean remotely? What do you mean remotely? What's that mean? I open it whenever I somebody that's the house to help Internet. I get hooked on this stuff.
08:00
Speaker 2
Yeah. So you just need the Wi-Fi settings of the router man for you to connect the printer. And yeah, so you just need the Wi-Fi settings of the router man for you to connect the printer. And yeah, we can assist you in [silence] Yes man, because I understand you just want to connect the printer and all those settings are not needed to connect the printer to your network. It's just your Wi-Fi settings. You need, not the port numbers. Yes, the port numbers again is only used if you want to access the printer remotely. OK? Remote from different location, like if you are away from your home and you want to access your printer, then that's the time you need to open those port numbers. Yes. Okay, so currently you are in your house and the printer is also there. So
08:00
Speaker 1
Speaker 1: No. No. Well, why don't he know? He does this for a living. Why don't he know that? We've been doing it. We've been doing it all day long over and over and over and it won't connect. Speaker 2: And why did he give me the number to the sports if if you don't need to do anything with them? [silence] Speaker 1: I'm just you're weak.
09:00
Speaker 2
if you are on different house like on different location and you want to access your printer from other location then you need to open that port number but if you Yes. ma'am I'm just saying okay you only need to open those ports if you want to access the printer from different location but if you are in your house okay with a printer then all you have to do is just connect it to your Wi-Fi you don't have to you don't need to open those port numbers okay so for this one ma'am what we can do is we'll have to check the Wi-Fi settings of your router okay I'm not sure about that one ma'am but if we wish we can we can also open those [silence]
09:00
Speaker 1
We say he wants you to, he told me to enable them, but then when he, when he sent me the email, he said open. But you act like they don't need to be open. I don't understand. But I'm a, I'm a nerd. Okay, let's go. Let's go. Cause I've been working on this all day long. I'm tired. Helen, Helen. Helen with two Ls. Mhm. William. No, no, it's two Ls, T H R I L L I P S. Mhm.
10:00
Speaker 2
Yes, we can only assist in opening the ports, yes, you don't need to open it yourself. But if that's what they tell you then we can open the ports on the router. Okay. Okay. Yeah, we can assist you with that. Okay. But before we proceed like let me create a ticket for you, okay? Can I have your first name and your last name? Helen Phillips. Yeah, Helen. Phillips. Phillips with yeah, that spell S P-H-I-L-L-P, with L or two Ls. Okay. Okay. Phillips, Helen Phillips.
10:00
Speaker 1
[silence] that my contact your that's um, okay. You want the what what do you want the number? Okay. C as in Charlie M as in Mary the number four five zero A is an alpha and it say Air. [silence] [silence] Yeah, that's what I'm yet that that doesn't stand right. [silence] I know that's my modem. You know what? I know that's my modem, but I think my router is that too. Let me go ahead and cut on some light. [silence] Yeah, I noticed that, but this [silence]
12:00
Speaker 2
Can I help man? The model number of your, Linksys router? The model number yes do you have A router man? Like, Linx, this router that provides your Wi-Fi atm Because this is not a Linksys device, ma'am. This is Aries Aries is a different company and you reached the Linksys yes, yes this, please check if you have a router and please tell me the model.
12:00
Speaker 1
I've had a long time and I got a serial number in my contacts on my phone. Oh, I am tired of picking up this a whole long. Let me see. Why did I say that? Okay, the mole number is a a I don't even see a mole number. Okay, it's A as Anna alpha, B A. I'm sorry, start over. E as Anna E as Anna, what? Eliton Alpha Anna akka B or 8. I don't know what that is. I it's an 8 3 0 0 V as in Victor 1, and then a space and another 1.
13:00
Speaker 2
Phone rings Yes, ma'am. You have reached our Linksys. Yeah, I do apologize for that, ma'am but you have reached our Linksys. We are a technical support. And we only support Linksys. Devices.
13:00
Speaker 1
[silence] Yeah. No. Let me I don't know what you said. Let me repeat it. E as in elephant. A as in Alpha. 8 3 0 0. V as in Victor. 1. And then another one. 2 1. P as in Peter. 1. 1. M as in Mary. 2 1. Boy as in so B as in boy. 0 3 1 5 8. [silence]
14:00
Speaker 2
EAA, B R8300. Okay. Got it. That's EA83. And can I have the serial number of this router? Okay.
14:00
Speaker 1
oh, yeah. what year did I get it? what year did I get it? August 26th. August 26th, 2022. Okay, yeah, that's about right. I keep them a long time. They left a long time. Yeah, I know it wasn't in their warranty. I could have told you that.
21:00
Speaker 2
Hello. Okay. Thank you very much for patiently waiting. And after about just a couple of minutes more hold. Okay. So upon checking our records here ma'am, it appears that your device is already outside of its warranty period. And unfortunately, ma'am, we don't Okay. So based on our records ma'am, you have the device or you had the device, you already purchased this one last August 26, 2022, yeah, year 2022. Yes, that is based on our record. Uh, yeah. So, yeah, so unfortunately ma'am, we don't.
21:00
Speaker 1
I didn't catch any of that after after one hour. I can't hear you. Okay, are you saying 15 as in one five or are you saying 50 as in one zero?
22:00
Speaker 2
Generally, we normally didn't support devices that's already outside of its warranty period. However, we have a support option for you. Okay. So you can pay like for $15, we can, we have $15, we can provide you technical support and it's only limited up to an hour. And this is non-refundable and we won't process a replacement in case the device is proven defective. Yes, sorry. This, again, Ma'am, yeah, so, we can assist you, we have this for $15, $15, we can provide you a technical support for an hour. Okay and this support is non-refundable. If the device is proven defective, then we will not be able to replace the device. Since it's already outside of the warranty period. Yes, $15. $15.
22:00
Speaker 1
What's the Wallace update? How you do that? Yeah. You, what do you say? I need to make Tomoh our American dreams. You said I need to update my my my my my password and my sign in for my router? Silence
23:00
Speaker 2
We can open the sports. Yes, we can open the sports on the router, but we cannot guarantee if that will help fix the issue. Yes, Mom, those sport numbers, but again, I cannot guarantee if that works because as far as we know, for you to connect the printer, you need just the wireless settings. You don't have to open the ports. So wireless settings is your Wi-Fi name and Wi-Fi password. That's what you need to connect the printer to Wi-Fi. Oh, what do you mean, ma'am? No need, ma'am. You don't have to update [silence]
23:00
Speaker 1
Yeah. He did that. We did that. We did that. We played with my own, and he had to go somewhere to find it just in case he thought I didn't know it. I knew what my login and my password was. We've done all that. We looked at all that. And it's right. Okay. What hours are you open? What hours do you operate? What day of the week? Eastern, what day of the week? Are you closed on the weekend?
24:00
Speaker 2
the what you call this, the username and password on your router. You just have to enter those settings to the printer, not to the computer. Okay, so if you want, I can assist you for 50 dollars to open those port numbers, but again, there's no guarantee if that will help fix the issue of the printer. So we are open from 9 from 9:00 AM to 9 PM, Eastern Standard Time. Or central standard, yeah, Eastern Standard Time from Mondays to Friday. No, men, we're closed. Okay, thank you.
24:00
Speaker 1
Okay. Well, let me call somebody back. I probably won't get the same guy and tell them what you said. If you don't really think that's what it is, that they need to be open. You say I need to do a wireless update with my password. So don't worry about the wireless update. How how how do that. So I want how the word how I tell them I didn't say it right. You didn't like wireless update. What should I tell them you said I need to do? It is. It is, huh? I've taken it off and put it back on. We've done that.
25:00
Speaker 2
during the weekend. Ah, no, no, you don't need to update the wireless. If your other devices can connect using that you should or using that wi-fi name and wi-fi password, then it should work to your printer as well. Yes, you don't need to update the router since other devices are working fine. Yes, you just need to enter your you just need to connect your what you call it, your printer to your network using your wi-fi name and wi-fi password. Yes, ma'am. But, yeah, but again, ma'am, if we open those port numbers on the router, yeah, we can open the ports of the router. Again, we cannot guarantee if that will help fix the issue because you might waste your $15 for nothing. If we open those ports and your printer will not work. And can you, yeah, can you say that again, ma'am? You have those port numbers? Yes. Mm-hmm. Mm-hmm. Mm-hmm. [silence] Mm-hmm. [silence] Yes ma'am I understand. And did they tell you ma'am, what yeah if you open this port numbers yeah the IP address where we open for this port numbers because you need to use Yeah we called IP address for the device that will be using this port numbers.
25:00
Speaker 1
Say nothing about an IP address. Not, not here. You know, they hadn't asked me that yet. All day and usually when I set up printers, we do get to that, but we hadn't got that far. We can't get this one, we can't get this one online. Let me, let me call back and see if I can speak to a manager or something and then I'll call you back. And y'all closed at um at 8:00, y'all close now. It's the 8:00 p.m. Right? Eastern time. So it'll be it'll be um what in in Central Time where I am, it's um it that's nine, it'll be um it'll be what 10 10 to 12 in Texas in Central time.
29:00
Speaker 2
okay. okay yeah we can open this ports on the router ma'am but again I cannot guarantee if this will actually help fix the issue but if you want we can. you can avail our fifteen dollar support okay. no way by the way I think it's nine to eleven I'm sorry yeah nine to eleven PM not nine to nine to 9:00 a.m yes Eastern time nine to eleven PM yes. it. uh yeah. yeah. it.
29:00
Speaker 1
is it what what is the ticket number L is in Larry. P is in Paul. S is in Sam. OK. OK. L is in okay
30:00
Speaker 2
Yeah, we are following the eastern time, eastern time. Um, for Central time. Yeah. I think it's, yeah, it's already, uh, what time is it? uh, it's already 9:00. 9:00 p.m. Yeah. Okay. Yeah, my name is Paul. Oh, actually, so we only have one number, so that you will be routed to random technician, but you don't have to worry, ma'am, because I documented everything. So, actually you can use this ticket number, ma'am, for your reference in case you call us back. Okay, it's LTS Yes, Larry Tango. No, man, it's Larry Tango, Sam, LTS 00.
30:00
Speaker 1
s s o o one three five five okay let me repeat it okay I don't know if the second LTL is S or five I guess you're telling me let me start over L as in Lima T as in Tango S as in Sam L as in Lima T as in Tango S as in Sam or five what is that an S okay both of them both of them is S so I got two S's okay then zero zero okay I don't have two S's well I got something wrong then let me repeat it I got
31:00
Speaker 2
Sam. Sam. Sam. Sam. Sam. S LTS, yes. Oh no, just one S. Just by the way, mom, it again I'll I repeat. So that's LTS, 0013 5592. Just one. [silence]
31:00
Speaker 1
LTS
32:00
Speaker 2
Just one LTS, ma'am. Just LTS. Just one. LTS. nine two five five nine two. Not zero. Yeah. Yes. nine two. uh, you will be routed to a random technician then. Yeah, random technician like me. Yes. Random. Ma'am, and, once again, my name is Bob from Linksys. Thank you again for your support. Have a great day. Bye-bye.
32:00