V2 Rubric Detail — 79dca300-6f17-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 15:23
Duration
22m 13s
Contact
Eme Moore
Issue Type
Printer/Device Setup
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00134462
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separate the 2.4ghz and 5ghz band
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication0.00/5
Ownership2.00/5
EscalationN/A
Customer Exp1.79/5
Overall25.2% (-6.8)

V2 Grader Summary

The agent failed to provide best-effort troubleshooting for an out-of-warranty device, incorrectly citing warranty status as a barrier to support. While a follow-up email was promised, the agent did not attempt core diagnostics via router login or band settings, abandoned ownership, and used non-adaptive communication, resulting in an unresolved case with a clear ownership gap.

V1 Case Analysis

Customer cannot connect HP DeskJet 1320 printer to Linksys Wi-Fi despite correct password working on other devices. Agent failed to collect model/serial, misidentified brand as Lenovo, incorrectly stated device was out of warranty, and provided no actionable troubleshooting. Promised to email instructions but issue remains unresolved.

Troubleshooting Steps
  • Asked if other devices could connect to Wi-Fi.
  • Inquired about use of default SSID/password.
  • Asked if 2.4 GHz and 5 GHz networks were separated.
  • Requested model and serial number (only serial obtained).
Key Observations
  • Agent introduced the call as 'Lenovo Technical Support' and referred to the router as a 'Len Construction router' — clear brand misidentification.
  • Agent failed to collect the model number despite requesting it — critical protocol failure.
  • Agent claimed the device was out of warranty as of April 4, 2022 without demonstrating a warranty lookup or citing a source.
  • No technical troubleshooting was performed — agent did not guide customer to access router settings, check security mode, or disable band steering.
  • Agent offered paid support before providing any basic troubleshooting — violates support protocol for out-of-warranty handling.
  • Agent promised to email instructions but did not confirm the issue was resolved or provide any immediate actionable steps.
Positive Highlights
  • Agent maintained a polite tone and used respectful address ("ma'am").
  • Agent attempted to isolate the issue by asking if other devices could connect to Wi-Fi.
  • Agent offered to send written instructions after paid support was declined, providing some next step.
Agent Errors / Gaps
  • Incorrect brand identification (introduced as Lenovo, referred to router as 'Len Construction') — fundamental error.
  • Failure to collect product model number — required for accurate support.
  • Unverified warranty status claim — stated device was out of warranty without proof or lookup.
  • Offering paid support before providing any basic troubleshooting or self-help path.
  • Providing no actionable technical guidance — did not instruct customer to access router settings, change security mode, or disable band steering per **universal_legacy_device_wifi.md**.
  • Misleading the customer by implying the issue required advanced support when basic steps (separating SSIDs, changing security mode) could resolve it.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a real-time solution; only promised to send email instructions without confirming resolution path.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent asked about other devices connecting and inquired about 2.4/5GHz bands, showing some diagnostic intent, but failed to guide customer through verification of current Wi-Fi password via admin interface or check band steering settings.
R3 Not Met Correct resolution path conf 96%
Agent stated 'I can't proceed for support' due to out-of-warranty status, violating OOW best-effort standard which requires troubleshooting (e.g., factory reset, firmware check, admin login) even if no RMA is available.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified symptom (printer fails on password) and asked if other devices work, indicating attempt at isolation, but did not logically progress to root cause (e.g., mismatched SSID, band steering, or admin-level settings).
T2 Not Met Appropriate tools / resources used conf 95%
No use of essential tools: agent did not direct customer to access router admin page (e.g., http://192.168.1.1 or myrouter.local), verify Wi-Fi password in settings, or attempt recovery key reset — all necessary for accurate diagnosis.
T3 Partially Met No misinformation conf 89%
Agent correctly noted that if other devices connect, the password is likely valid, but incorrectly claimed inability to support due to warranty status, contradicting policy that requires best-effort troubleshooting regardless of warranty.
Communication
C1 Not Met Clear & professional language conf 94%
Agent provided no initial framing, placed customer on hold without clear explanation, and transitioned abruptly to paid support without managing expectations or maintaining control of the interaction flow.
C2 Not Met Confirmed understanding conf 92%
Agent used terms like '2.4 and 5 gigahertz band' and 'separate the network' without confirming understanding; customer expressed confusion ('I don't know where you want me to go'), and agent did not adapt language or check comprehension.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent disowned the case by stating inability to help due to warranty and immediately pivoted to paid support offer instead of attempting resolution, violating ownership principle.
O2 Met Proactive follow-through conf 97%
Agent clearly committed to sending step-by-step instructions via email within 3–5 minutes after call, specifying content and timeline.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this was first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was within scope for L1 support (Wi-Fi connectivity), even if OOW.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent apologized ('I do apologize ma'am') and acknowledged wait time, but did not explicitly recognize customer’s frustration with repeated failed setup attempts or express empathy for technical difficulty.
X2 Not Met Tone & rapport conf 93%
Agent maintained a technical, process-driven tone throughout despite customer’s clear confusion and statement 'This is turning into a bigger project than I'm capable of,' without adjusting pace, simplifying, or offering guided step-by-step support.
X3 Partially Met Overall experience conf 86%
Offering email instructions reduced ongoing effort, but agent asked customer to repeat known information (e.g., device status) and did not streamline troubleshooting, instead deferring to post-call steps.
Call Transcript31 turns · 33 lines
Speaker 2
Welcome to Lynxus 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.lynxesset. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To find out more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on, on, please have your device's serial number and contact information ready. If unavailable, kindly call back later.
00:00
Speaker 1
Yes, I'm trying to get a computer, a new printer hooked up to my computer, and they're saying that my, Linksys, I need a new password, but they can't give it to me because I have a Linksys box. I don't have the X-Finity box. So, I need a new password. The old one's not working. Yes.
01:00
Speaker 2
For out of warranty product, paid support option may be available depending on the issue. Hello, thank you for calling Lenovo Technical Support. This is Charm. How can I assist you today? Mm-hmm. I see. So, you want to hook up your new printer to your Len Construction router, correct, and it needed a new password. You want to change your Wi-Fi password.
01:00
Speaker 1
Uh, yeah, because this one's not working, the one that I had originally. So, I don't know if they expire or what happened. Yes. Yes. Yes, I can I can get online, but I can't get them to set up my printer to be online with my computer. I don't know cuz they they were taking care of it, you know, Best Buy, where I got the printer from. They were going to set it up for me, but they can't because they're saying that the password is not good. And that's the only password I have. [silence]
02:00
Speaker 2
Let's hear it. If I may ask, ma'am, you mentioned that it's not working. How about on the other device? Do you still have access to your Wi-Fi, or are you still online? [silence] What's the error message, ma'am, when you hook up your computer to the Wi-Fi? [silence]
02:00
Speaker 1
the serial number is three two Y 200 M two A A N zero six zero four four. Yes, it's a seven four five zero.
03:00
Speaker 2
Okay, right. If you want to change your... If some other devices are working with the Linksys router that you have, it means that the password is still working. But let me double check it here, ma'am. Kindly provide the model number and the serial number of your Linksys router. That is, that is, pull it up. And can you see there the model number? OK, one moment here.
03:00
Speaker 1
Did I separate what? I don't know. I don't understand what you're saying. No. For this, for the lenses? No, no. Yes, I just used the one that, yes, I used the one that was given to me here. [ silence ]
04:00
Speaker 2
When you set it up before, did you separate the 2.4 and the 5 gigahertz band? the 2.4 and the 5 gigahertz network. The 5 gigahertz network. When you set it up before, did you customize or change your Wi-Fi name and password? Yeah. Yes. Okay. So you only used the Wi-Fi name and password that is printed on the label? Is that correct?
04:00
Speaker 1
No, no, no. It's, it's for the printer to be set up with the computer. And when he is doing it, remotely, I'm online with Best Buy, their tech support. When I go to put in the password for the Linksys, it's saying it's an error. It is not the right password. So, I enter the one I need to enter it in, and it's saying that is wrong. So, I went back and forth and I let them look and nothing's right, so I was just going around the house checking. Okay, the white light is lit in the front of the box. It's not blinking. It's not pointing. And I turned the router around and checked to see if the first three bulbs on the back of the door are blinking. And they're not. So, the main three are on, and then the fourth one, which is underneath is solid white. But, nothing else, like games now all working, is blinking. internet's working, but the printer's not working.
05:00
Speaker 2
Hi, excuse me. If you're using the default SSID and password from on this printed on the sticker on the Amazon um ondiu. Would mean that it's working? So, can you tell me or if is the manufacturer world or tried to install the computer um, can you tell me what's the error message when you try to input the password.
05:00
Speaker 1
The password isn't working for the Linksys when you type it in. Yes, I did that three times. Well, it's working on my computer. Uh, no, I don't. No. It's working for the computer. But it won't let the printer work all together.
06:00
Speaker 2
and if you could try to double check if that password is printed on the label. Um, do you have any other device, ma'am, that we can hook up or connect to your Wi-Fi and let's see if uh password will not work on that device also. Do you have an iPad? Uh how about do you have an iPad, ma'am? nice you keep on.
06:00
Speaker 1
It must be because I get emails from there. You know, I mean, my computer, but I'm talking about a printer here. The printer is what I want.
07:00
Speaker 2
Okay, one moment here. How about your phone? Is it connected to your Linksys Wi-Fi? I see. Mhm. Yes ma'am, because we are isolating the problem here because if it will not work on the other device it the if the password will not work on the other device it means that the password is wrong. [silence]
07:00
Speaker 1
there's a bad password because I tried it three times, exactly as it is printed on that back of the linksys. yes. okay. [silence]
08:00
Speaker 2
that's why we tried, um, to connect other devices to your Wi-Fi, and check and input the password that you will input and let's see if it will be an wrong password or a fail password. Okay, one moment here. Okay, please marry me for a moment, huh? Let me double check. Is it okay if I put this phone hold for about 3 to 5 minutes? I need to pull up some resources here. Thank you so much. Please stay on the line, ma'am. I'll be right back.
08:00
Speaker 1
Linksys. Yeah. She said that's the password. I put it in there three times. And, and they couldn't get it to work. You know, we got it to that point. Hmm? Who told you? Linksys. Linksys is my Wi-Fi connection. That black box. Everything the computer works. And, and it comes to my phone. I've got, you know, the the internet and what are you doing now? Checking something.
09:00
Speaker 2
Hello ma'am. Thank you so much for patiently waiting on the line. And also ma'am, if I may ask, you try to connect it using Linksys app, I mean, the app of your printer.
12:00
Speaker 1
No, I called a Best Buy and they were setting it up for me. They go in and and remotely set it up. It'll print from my computer. You know, I can print from my computer. But when they came, it's a HP 651. Yes, yes, password failed.
13:00
Speaker 2
Can you tell me what's the model of your printer? HP deskjet 1320. Pretty sure. And the error message is just password field. Is that correct? Okay. That one moment here. [silence] all right. So here's the thing ma'am. Here's what we will do with this router that you have. We will separate the network of this. When you go to your Wi-Fi networks ma'am and check the available network. Now how many networks can you find on the Wi-Fi lease?
13:00
Speaker 1
I'm on the available network. I I don't know where you want me to go to on the computer. Are you talking? Oh, just a moment.
17:00
Speaker 2
On your Wi-Fi list, how many are Linksys names? Can you see, on the available networks? Yes. Um, on your phone ma'am. Go to the Wi-Fi settings on your phone.
17:00
Speaker 1
I'm trying to find it. Yeah, is that for the connections? Okay. Wi-Fi Connie. Yeah, I see Wi-Fi. I don't see anything that says for available networks, because it's on mine. [silence] [music]
18:00
Speaker 2
Go to the general settings in your phone. Yes, connections. N then you see there Wi-Fi? No. Yes, go to the Wi-Fi and can you check what are the available networks? Other networks, ma'am. Can you see the other networks instead?
18:00
Speaker 1
It just has Wi-Fi calling, Bluetooth, airplane mode, mobile networks and more connection settings. That's all it has on here.
19:00
Speaker 2
Based on the system's export, element of if you're right. one moment here. Okay, so we will separate this um network from the 2.4 and the 5 gigahertz band. So we need to access your router settings. as regards to this one. and also been checking here ma'am with this router that you have. Your device was already out of warranty last April 4 of 2022. And for the out-of-warranty device, I do apologize ma'am but I can't proceed for support regarding this matter[silence]
19:00
Speaker 1
This is turning into a bigger project than I'm capable of.
20:00
Speaker 2
Provide a free troubleshooting over the phone, however, if you insist, I can provide a one-time nonrefundable technical support session lasting up to [REDACTED_PAYMENT_DIGITS] minutes, but there is a payment of $[REDACTED_PAYMENT_DIGITS] for the troubleshooting that we will do. However, ma'am, if you don't want to proceed with the payment, what I can do here is I could send you an email instead, a step by step instruction on how to separate the network. And also, you may consider trying our linksys AI agent for guidance and it is free of charge. Which one would you prefer? [silence] That's fine. I do apologize. But I could send you an email ma'am, a step by step instruction on where you can access your router settings, so that you can separate the [REDACTED_PAYMENT_DIGITS] and the
20:00
Speaker 1
But I I need my Wifiedon't know, okay? Maybe you can just send me the directions and I'll see what I can do with that. yes. E-M-E more. That's M-Ooo-O-Re-O-O, Ooo-Re-E07 at gmail [silence] gmail.com. [silence] Okay. Thank you.
21:00
Speaker 2
five gigahertz band and try to connect the printer again. Uh, yes, ma'am. You need your Wi-Fi. All right. Can you provide your best email address, ma'am, or where on where I could send it? Got it. All right. So, expect an email from me, ma'am, within three to five minutes after we end the call. just follow the instruction on where you can change or separate the network. All right. All right. Thank you so much awesome ma'am. have a good one. Bye for now.
21:00