V2 Rubric Detail — 54569d36-6029-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 15:23
Duration
22m 43s
Contact
+447875809778
Issue Type
Printer/Device Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.0/5

V2 Rubric Scores

Resolution5.00/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall81.9% (+41.9)

V2 Grader Summary

The agent successfully resolved the printer connectivity issue by guiding the customer through WPS setup in the router interface after confirming 2.4GHz band separation. Despite minor technical inaccuracy regarding device limits and some communication lapses, the core troubleshooting was correct and effective, resulting in confirmed connection. No escalation was needed.

V1 Case Analysis

Customer unable to connect HP SmartTank 5108 printer to Linksys Wi-Fi; attempted WPS guidance but no confirmation of success.

Troubleshooting Steps
  • Collected router serial number.
  • Asked customer to open router admin page in a browser.
  • Guided customer to enable WPS in router Wi-Fi settings.
  • Instructed customer to press the printer’s WPS button.
  • Attempted to verify connection via router interface.
Key Observations
  • Agent gave contradictory information about the router’s WPS button at multiple points in the call.
  • No router model was identified, preventing model-specific guidance.
  • Call ended without confirming whether the printer was actually connected or functional.
  • Agent did not provide the correct local admin URL (e.g., http://myrouter.local or http://192.168.1.1).
Positive Highlights
  • Collected the router serial number for reference.
  • Attempted to guide the customer through the router’s web interface.
  • Confirmed the customer accessed the router settings page.
  • Recognized the need to use the 2.4 GHz band for printer compatibility.
Agent Errors / Gaps
  • Stated there is no WPS button on the router, contradicting the KB and the customer’s later confirmation of WPS settings in the router interface.
  • Did not provide the correct local admin URL (e.g., http://myrouter.local or http://192.168.1.1).
  • Failed to set a clear next-step or schedule a follow-up.
  • Talked over the customer, disrupting communication flow.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms printer connected: 'it said congratulations. The current device is now connected to the network' and 'I think it's connected now because it said it was, um, it brought up the IP address.'
R2 Met Diagnostic thoroughness conf 90%
Agent guided customer through WPS setup in router admin interface after confirming 2.4GHz separation and checking connected devices. Steps were relevant and logically sequenced.
R3 Met Correct resolution path conf 95%
Agent pursued correct resolution path for printer connectivity: verified 2.4GHz band, accessed router settings, used WPS—appropriate for configuration issue regardless of warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 90%
Agent identified symptom (fails at IP assignment), asked for printer model and router serial, confirmed 2.4GHz separation, and diagnosed need for WPS setup.
T2 Met Appropriate tools / resources used conf 85%
Agent used router admin access (via iPad) to check Wi-Fi settings and WPS—appropriate tool for diagnosing and resolving printer connectivity.
T3 Partially Met No misinformation conf 80%
Agent correctly guided WPS use but made inaccurate statement: 'only three devices that are currently connected'—router admin shows device list, but limit of three is false; KB shows no such restriction.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call flow but had moments of disorganization (e.g., 'black phone', 'job', 'id had') and unclear transitions; overall control but with lapses.
C2 Partially Met Confirmed understanding conf 80%
Agent used technical terms (WPS, Wi-Fi protected setup) but did not consistently confirm understanding; customer repeated 'how long do I hold it?' indicating confusion.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on resolution steps without deflection.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: hold WPS button, check connection, test print. Customer acknowledged and accepted outcome.
O3 Met Closure confirmation conf 85%
Agent referenced prior setup ('you changed me over to the two for') and built on existing configuration without re-asking basic questions.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted—issue was resolved during the call.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent was polite but used scripted responses; acknowledged effort ('you already separated') but did not express specific empathy for repeated printer failures.
X2 Partially Met Tone & rapport conf 80%
Agent matched customer’s pace but used unclear phrasing ('id had', 'job') causing confusion; customer had to repeat questions about button hold time.
X3 Partially Met Overall experience conf 80%
Agent avoided repetition of known info (2.4GHz setup) but introduced confusion with inaccurate device count and unclear instructions requiring customer to re-ask.
Call Transcript36 turns · 40 lines
Speaker 1
Hello, my love. I rang you up a couple of days ago to set my printer up. I've got so I've set everything up as as I should do, cuz you put me on a 2.4 instead of a 5. I've done all that. I've then rung the printer company which is HP. They've told me that the printer must have been faulty, so they sent me a brand new printer. Yeah. So they sent me a brand new printer. Yeah, I'm so, I'm, I'm, I'm getting [silence]
00:00
Speaker 2
Welcome to, to Lynxys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hello, thank you for calling Lynxys technical support. This is Charm. How can I assist you with today? Oh, okay. sure. how many phone do you have? All right. Mhm. All right. So, you already contacted? Mhm.
00:00
Speaker 1
[silence] So I'm assuming it's the internet provider or the the the link tower or something. I don't know what's going on. I don't know if you could [silence] It's just it's just not connecting to the IP address. It's a HP uh smart tank. OK. Yeah. And they took took me through all the steps. [silence] [silence]
01:00
Speaker 2
What's the error message, sir? Okay, one moment. Here you, may I know what's the model of your printer? Okay. Okay. And did you contact the HP for them to walk you through on how to connect it to the network? All right. They walk you through the steps that's still that, the right way. And also, you already separated the two...
01:00
Speaker 1
Yeah, I've done that. Yeah, basically, it's, uh, it's coming up and saying that if I, I add a new printer, it, it, then searches for the Wi-Fi, uh, I'm just telling you. Uh then it comes back, it says, connect your printer to the network, and it gives me the, the 2.4 gig one, which is, the one that, yeah, so I press that. It then asked me to put my password in, which I've just done. Then it says, printer found. I've got to press delete on.
02:00
Speaker 2
2.4 and the 5 gigahertz band, correct? uh-huh All right. All right. Uh-huh. All right. Yeah, both of your black phone are also out of the show. Uh-huh.
02:00
Speaker 1
it says printer progress and then it says getting the IP address and it just fails on that [silence] yeah it says printer progress and then it's just it says receiving your printer's address and it's just spinning at the moment it just it crashes and it just says cannot connect to the printer to the wi-fi connection to this printer is taking too long and expired. [silence] don't get it man. [silence]
03:00
Speaker 2
, um, huh, I see it right. All right so it's still when it's getting the IP address it doesn't connect. Right, okay Mr. What's the model number and the serial number of your link router? Um, the number B It's live. Let's take a look here. Alright. Get it? Alright. Got it. And also, maybe know who is your internet service provider? AT&T for.
03:00
Speaker 1
Yeah. Basically, I told HP that the printer won't work and they sent me a brand new printer today. So, I've got two printers here now, but I'm assuming that the old one there's nothing wrong with it either now, because I still can't connect to it.
05:00
Speaker 2
I see right one moment let right I will repeat this your number that you provided to me sir and correct me if I'm wrong because I could not
05:00
Speaker 1
[silence] Just just give just give me two seconds then together first. Right. Uh go on then. Yeah that's it. Yeah Have you found it? Yeah, that's it. Yeah. Got it now, yeah. Okay.
06:00
Speaker 2
Okay. So the serial number that you've provided is 33 Bravo 20 Mary 37 Bravo 078554. Is this correct? I see, right. Thank you so much for this. One more moment. that middle one. Okay. Let me double-check. And this is for your linksys router, correct? I, yeah, I see it here. Yes, I got it here.
06:00
Speaker 1
Okay. Okay. Yeah, it's a brand new printer. Yeah, I just got it. But like I said, we had a new printer's delivered on Tuesday. We tried that one. We couldn't get it to work. But I run I run you. Uh you changed me over to the two for. I still couldn't get it to work. So then I rung HP the next day. Uh they went through all the settings and they said, look, you've got to ring your um internet provider back or the printer's faulty. So they sent me a brand new printer out, and then I'm going to get the same issue. So
07:00
Speaker 2
right and this is your new um printer correct that you have um it's not loading one and it's not it's not moving anything mmhmm yeah can you go to mmhmm mmhmm mhm okay one moment here
07:00
Speaker 1
[silence] She did ask me if I had a WPS button on there. I'm , sure there's not one on there, is there? [silence] no , I , I don't think there's one on there. [silence] I don't know if there is or not, I couldn't see one on there, but she , said if there was one on there, then , we could've tested that that way, but [silence] I couldn't seem to see one on there. [silence] [mumbles] Pardon? [silence] On the button the
08:00
Speaker 2
Are you, uh, what, what, what, if you're, uh, If you're like, um, yeah, all right, so there is no WPS button, right? Okay. But you can find two buttons at the bottom of your screen, correct? How many buttons can you see on the bottom? Is it the two? Yeah, that's it. Completed!
08:00
Speaker 1
Yeah, I think that's just a resetting, but I think... I think it's a reset button and a turn off button. [silence] Yeah, they just resetting it, turn on a while. [silence] No, I got an iPad, which I went to, I, which I set up the router last time. I went to the iPad. Or is it other?
09:00
Speaker 2
are connected to the you know you do have an iPad that we can access try to access your router settings yes gently access your iPad or open your iPad and connect to the Linksys
09:00
Speaker 1
All right. Yeah, we're coming to go. Uh, yeah, this is connected to the Wi-Fi, yeah? Yeah. Yeah.
10:00
Speaker 2
All right, so your laptop is connected to the Wi-Fi already. Yeah, may we open a browser?
10:00
Speaker 1
Hello, I got so I got the two mobile phone oh I got the two mobile phones up the I so we press that don't I? Yeah, so I press that and then it's um right, it's taking me into the password now, so what's the passwords? Oh, it's correct, but um, let's see. Thank you.
11:00
Speaker 2
All right, so would you? Yes, please. [silence] All right. [silence] Yeah, kindly input to your router password. Did you change your router password?
11:00
Speaker 1
Pro in now, yeah? So can you see I've got two, two things now. I got 2.4 and I got five, yeah? Okay.
12:00
Speaker 2
All right, so you're already on that page. So please be aware with the new firm. Yes, OK. One moment. Let me see. Are you on the... I'm on the fifth floor, I please bear with me for a moment there. So you're already on the blue page, correct? All right. Thank you so much for that information. Please bear with me. All right. And can you see there the, get one moment here. All right. Can you go to the Wi-Fi settings there? Right. And can you see there the Wi-Fi protected setup?
12:00
Speaker 1
Yep. Press that, press that. Uh, it is on. Yeah. I'm not, I'm not sure where to get this white, um, this, this WP button on here. I think I just gotta hold, uh, the, the the the the thingy down, I think. I can I can try it. Oh, wait a minute. Let me, um let me I've turned it off a minute. Now, they've just set up.
15:00
Speaker 2
Alright. Um. Is it on or off? Go to the Wi-Fi protected setup. It's on. Alright. Can you click the WPS button on your printer, and then go back, um, on that page, and then press the button with the arrow? Can you see it? Alright. All right. All right. All right.
15:00
Speaker 1
Right. It's flashing now. Why don't just press it and see if it connects? All right. So, what will it do? Will it just pick up a printer, will that. It's just spinning at the moment, but... Yeah. I'm not sure if... I'm not I'm not sure I had to press the W button on the printer. I think I've got to hold the printer down, but it's flashing at the moment, so I've just left it at that, but you want me to. I haven't on the printer. I'm not sure whether to press the WPS button on the printer. I don't know if I gotta hold the button down or not. I can't remember what you said to me. Uh, it's the HP SmartTank 5108. Yeah. A flashing blue light. Like, signal thing. Oh, I can't remember. I think you've got to press it down and hold it for a couple of seconds, I think.
16:00
Speaker 2
Um, all right. Where did you, can you see sir or double check the W oops. Yeah, it's on edge. P. Okay. So for that one, I, I, I, 108. You can only make three. So there are only three devices that are currently connected and that is, your id had that's the first one. The second one is your job, your job. Well, for one month here. Well, regarding with that one, I guess, regarding with that one month look. Whatever the community fiber tell you regarding the more than 20 devices that are connected using that world, it's not true. And I don't know where did he get or where did you get that information. I don't know. Because as what you can see here, yeah. Yes, please. Uh I don't know, I can't, I started to put this focus up on the corner. I don't know.
17:00
Speaker 1
Do you want me to look for it or no? How long do I hold it? How long? How long do I hold it? How long do I hold it? Right. I got my finger on it in minute. All right, next come now I have done that already. It said congratulations. The current device is now connected to the network.
19:00
Speaker 2
All right? Can you see there the wireless button? Can you you can just press and hold that one? Alright, and then once you press and hold that one, yes sir. Um you need to press and hold it for five to 20 seconds until the light indicator or the power light start blinking. all right, so and then go back to the Linksys page, the blue page and click the push button or the WPS button.
19:00
Speaker 1
I'm assuming it's connected now. Can I go back you the settings on now or not? Or do I not need to. Uh we haven't got the ink in it at the moment, so I'm not sure. This should be a printer set up shouldn't they? I should have a printer on there, shouldn't I? Um cuz it stopped flashing now then thing has.
20:00
Speaker 2
all right so it's connected can you check your printer okay all right double check it uh you need to just go to the printer and try to check if um it's already connected or try to print anything uh all right so those lights um all right it's flashing
20:00
Speaker 1
I can't, um, let me, let me just see if I can print this, print preview, see if I, uh, work, printer error, I cannot print it says, um, I don't know if that's because there's no paper in it, um, no paper or no ink, do you know what I mean?
21:00
Speaker 2
Really quickly, double check to see if your printer says connected. Or, what's the error?
21:00
Speaker 1
So, so, so all I gotta do is just do that, avoid that, connect it, will it? Right. Cause I got, I think, I think it's connected now because it said it was, um, it brought up the IP address. I think so, yeah. All right, I'll try that. If I don't get any job with that, I'll, um, I'll ring you back, yeah? Okay. Yeah, okay. Thank you very much.
22:00
Speaker 2
yes. and then reconnect. all right, so it's already connected. yes, you can contactacks Max once Um, is it still not connected. all right. all right. Thank You so much, Sergeant, have a good one. Bye for now.
22:00