V2 Rubric Detail — 4b9e222a-76d8-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 12:11
Duration
8m 46s
Contact
Mary Litle
Issue Type
Printer/Device Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00135756
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Needs a 2.4Ghz_LN1100

V1 Rubric Scores

Resolution2.00/5
Accuracy5.00/5
Communication4.00/5
Protocol4.00/5
Efficiency4.00/5
Overall3.7/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication3.75/5
Ownership2.50/5
Escalation5.00/5
Customer Exp3.21/5
Overall48.3% (-25.7)

V2 Grader Summary

The agent correctly confirmed the router supports 2.4 GHz and offered a plausible explanation for the printer issue, but did not perform key troubleshooting steps such as checking DHCP client list or suggesting IP-level tests. While referral to the printer manufacturer was reasonable, the agent missed opportunities for deeper Linksys-side investigation and clearer next steps, resulting in partial progress but no full resolution.

V1 Case Analysis

Customer with LN1100 unable to print from Wi-Fi printer. Agent confirmed model/serial, explained tri-band mixed SSID, suggested contacting printer manufacturer or try Ethernet.

Troubleshooting Steps
  • Collected router model and serial number
  • Confirmed ISP is Spectrum
  • Explained LN1100 tri-band capabilities and default mixed SSID behavior
  • Confirmed printer shows Wi-Fi connection status
  • Advised contacting printer manufacturer and testing with Ethernet cable
Key Observations
  • Agent accurately described the LN1100 as a tri-band mesh router with default mixed SSID (2.4/5/6 GHz), which is correct per KB.
  • Correctly identified that the printer's Wi-Fi connectivity indicates the router is functioning and the issue is likely between the printer and computer.
  • Suggested a valid diagnostic step: testing with Ethernet to rule out wireless issues.
  • No network-level troubleshooting was performed (e.g., checking IP addresses, pinging the printer, verifying subnet).
  • Call ended without confirming whether the customer understood or could act on the advice.
Positive Highlights
  • Accurately collected and confirmed the router model (LN1100) and serial number (60C10M11E01139) at [03:00].
  • Correctly explained that the LN1100 supports 2.4 GHz, 5 GHz, and 6 GHz bands and defaults to a mixed SSID at [05:00], aligning with KB documentation.
  • Accurately stated that all routers, including the LN1100, support 2.4 GHz by default at [04:00], which is factually correct.
  • Properly scoped the issue as likely between the computer and printer, not the router, at [07:00], which is a sound technical assessment.
  • Suggested a practical diagnostic step: connecting the printer via Ethernet to isolate the issue at [08:00].
Agent Errors / Gaps
  • Did not ask for printer model or connection method (Wi-Fi Direct, WPS, manual setup).
  • Did not verify if the printer and computer are on the same network or subnet.
  • Did not suggest checking the printer's IP address or attempting a ping test from the computer.
  • Did not offer to send a KB article on printer connectivity or network troubleshooting.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the printer connectivity issue and referred the customer to the printer manufacturer without confirming any Linksys-side resolution.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent confirmed router supports 2.4 GHz and acknowledged printer Wi-Fi connection but did not perform router-side checks like DHCP client list or IP assignment to advance troubleshooting.
R3 Partially Met Correct resolution path conf 85%
Agent correctly identified potential printer/computer issue but did not fully explore Linksys-side diagnostics (e.g., checking connected devices) before redirecting, missing best-effort troubleshooting opportunity.
Technical Accuracy
T1 Not Met Technically accurate info conf 90%
Agent failed to apply logical diagnostic process — identified symptom but jumped to conclusion about printer-PC communication without asking about IP settings, pingability, or network isolation.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not use available tools like accessing http://myrouter.info to check DHCP client list or verify printer IP, which was necessary for a connectivity issue on LN1100.
T3 Partially Met No misinformation conf 85%
Agent correctly stated LN1100 has 2.4 GHz band but incorrectly claimed it has 6 GHz band (micro six mesh), which is unsupported by KB for this model.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent collected info and maintained basic control but did not set clear expectations or frame next steps, leaving customer uncertain about resolution path.
C2 Met Confirmed understanding conf 90%
Agent used plain language, avoided jargon, and adapted explanations to customer’s non-technical level when discussing Wi-Fi bands and mesh operation.
Customer Ownership
O1 Partially Met Ownership & empathy conf 85%
Agent engaged with issue but closed by referring to printer manufacturer without confirming resolution or offering further Linksys-side support paths.
O2 Partially Met Proactive follow-through conf 80%
Agent suggested trying Ethernet connection and contacting printer maker but did not specify timelines or follow-up actions, leaving next steps vague.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted — issue centered on printer-to-computer communication, not a confirmed Linksys hardware/firmware defect requiring higher-tier support.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted, so E2 is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and professional but did not explicitly acknowledge customer frustration or repeated effort; minimal empathy shown.
X2 Met Tone & rapport conf 90%
Agent matched customer’s pace, used accessible language, and responded to confusion by clarifying Wi-Fi band functionality.
X3 Partially Met Overall experience conf 85%
Agent requested serial number and ISP — standard for warranty check — but could have streamlined by focusing sooner on network troubleshooting instead of redirecting early.
Call Transcript18 turns · 18 lines
Speaker 1
Hi, Ben. I am not even sure the question that I'm asking, but I have been trying to make my new Linux system as like the school system, which I'm actually using for work, and I've been kind of having some issues comparing some software. And I'm just not sure how to do that. Where would I? I'm trying to make friends with Linux, right? But as a new user to it, I just don't know its secrets, and I'm looking for a few secrets.
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 serial number ready for assistance. Press 1 now. For out of warranty products. Paid support may be available. 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. My name is Ven and I'll help you today. [silence]
00:00
Speaker 1
system work and the people at Best Buy Geek Squad said I need to have a 2.4 network bandwidth and that they can't seem to get that to, I mean make that work with my new system. Do you understand what I'm even asking? It's, um, sorry, Linksys model number LN 1100. No they really didn't, but they came back and said that, that what I had would not accommodate it.
01:00
Speaker 2
What's your new system? And when geek squad tried to assist you specifically, how did they try to set up the 2.4? Did they explain it to you? And did they explain it to you as well, as to why?
01:00
Speaker 1
No. Correct. And before I send the system back because it's brand new, I wanted to talk to somebody who could potentially help me with this problem. Yes, it's white? Yes? Mary lytle. L I T L E.
02:00
Speaker 2
.
02:00
Speaker 1
Plane. Mary Lytle L-I-T-L-E. It's one, T, at MSN. Yes. six, zero, C, one, zero, M-11-E-0-11-three-nine. Correct me. Um,
03:00
Speaker 2
Mm-hmm. Mm-hmm. Thank you. What phone number are you currently calling? Is it 941-907-8244? All right. Can you provide the serial number off of the LN1100 that you have? 60C like Charlie, 10M like Mother, 11E like Echo, 01139. Lastly, what is your internet service provider as well?
03:00
Speaker 1
Microsoft. Spectrum, Spectrum, Spectrum. And they would prefer that I use their router. Well, that's not what the Geek Squad was saying. They said that they couldn't get to that.
04:00
Speaker 2
Your provider, uh, internet provider. Is it spectrum, Comcast, Xfinity? All right. All right. All right. Thank you so much for that one. Oh, I see. All right. Thank you so much for that one. So before anything else, all router, it doesn't need to be a linksys router or a spectrum router. All router by default uses a 2.4 GHz connection. Yours
04:00
Speaker 1
Okay. Okay, well, what do you recommend? Hmm. So, why are the Geek Squad people telling me that they can't ask
05:00
Speaker 2
The current model, the LN1100, is what we call a micro six mesh, meaning it has a 2.4 gigahertz, a 5 gigahertz, and a 6 gigahertz band able to be used on devices. By default, they're all are they're all meshed or mixed into one network. So, you have the option either to separate it or just use the current network where they're all combined together. We recommend that you if you just want to use your Wi-Fi without any issues, it's better to just have them all mixed in one Wi-Fi name. But once again, by default, all routers, including the one that you have, uses a 2.4 gigahertz band, mostly.
05:00
Speaker 1
Yeah, okay, well right now I cannot get my printer to work. It's connected to Wi-Fi. but it will not print for me. Yeah. and the computer. Well, the blue light is on, which indicates that the Wi-Fi is connected, yes.
06:00
Speaker 2
For that one, we do not know how Geek Squad tries to assist on their end, but on our end, we definitely do know that 2.4 is available on all routers. Mm-hmm. When you mentioned about connected to Wi-Fi, the printer is connected to the Wi-Fi. On your printer, this is currently saying that it's connected. Is that correct? Mm-hmm. All right. If that [silence].
06:00
Speaker 1
You know, they were that's what I don't understand. Before I got this new router, it was all working just fine, except that I couldn't keep the wi-fi connectivity. Now I can keep it but it's not um. What can I say? Okay,
07:00
Speaker 2
that's the case, that already a possibility that it may be an issue between the computer and the printer. Not specifically like a hardware issue, but rather they're just not able to locate each other. Yes, since your printer is able to-- Since your printer is able to detect the Wi-Fi, this is now a probability of between the computer and the printer not able to communicate properly. The best approach for this one is to ask directly the manufacturer of the printer.
07:00
Speaker 1
I, I guess, I mean, I'm I'm feeling caught in a web here. Okay. Okay, I will try to do that. Okay. All right. Well, thank you very much for your help. Okay. Bye.
08:00
Speaker 2
you can try uh if if it's also possible try wiring your printer as well to see if it makes a difference since they're just connected on a Wi-Fi right now try wiring it instead using an ethernet cable but if there's still no changes uh, but if there's still no changes, that's the time you need to contact the manufacturer of their printer. [ silence ]
08:00