V2 Rubric Detail — 7b19e43a-6ea9-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-23 02:16
Duration
18m 56s
Contact
Ximena Lahiere
Issue Type
Printer/Device Setup
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
—
Support Country
United States
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

Resolution3.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.06/5
Technical4.38/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall86.8% (+30.8)

V2 Grader Summary

The agent conducted a logical, customer-centered troubleshooting process, correctly identifying the computer firewall as the root cause of the printing issue. While the problem was not fully resolved during the call, the agent provided accurate, actionable advice and demonstrated strong ownership and communication. The interaction reflects a partial resolution with appropriate guidance beyond basic KB steps.

V1 Case Analysis

Customer unable to print from PC but can print from phone. Agent confirmed printer is connected to Wi-Fi via device list. Advised PC firewall/antivirus may block printing; suggested contacting IT. Incorrect support URL provided (support.linksuppliers.com). Unnecessary port-opening guidance given initially.

Troubleshooting Steps
  • Guided customer to access router admin interface (192.168.1.1).
  • Assisted with login using default admin password after confusion with Wi-Fi password.
  • Checked device list to confirm printer is connected to the network.
  • Explained that PC firewall/antivirus is likely blocking printing.
Key Observations
  • Agent initially misdirected troubleshooting by focusing on port forwarding despite printer already being connected to the network.
  • Provided incorrect support URL (support.linksuppliers.com), which is not a valid Linksys domain.
  • Failed to clarify early that the router admin password is different from the Wi-Fi password, causing login confusion.
  • Did not collect or confirm model/serial number despite having the opportunity.
Positive Highlights
  • Successfully guided the customer to access the router admin interface after login issues.
  • Correctly identified that the printer was already connected to the network by checking the device list.
  • Accurately diagnosed that the issue was likely a PC-side firewall/antivirus block, not a router issue, based on the printer working from the phone.
  • Provided clear next-step guidance to check firewall settings or contact IT, which is appropriate for a work laptop.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Provided incorrect support URL: support.linksuppliers.com is not a valid Linksys support site. Correct URL should be support.linksys.com or www.linksys.com/support.
  • Unnecessarily advised opening ports (TCP/UDP 137, 139, 443, 9100, etc.) despite the printer already being connected and functional from another device. This contradicts the KB guidance that such ports are not required for basic printing.
  • Did not clarify early that the router admin password is different from the Wi-Fi password, leading to repeated failed login attempts.
  • Did not collect or verify product model and serial number, though the serial number was visible on the label during login.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 98%
Customer confirmed they can print from phone but not computer; agent identified firewall as likely cause and advised contacting IT, but issue was not resolved during call.
R2 Met Diagnostic thoroughness conf 95%
Agent guided customer to access router UI, verify login, check device list, and logically deduced the issue was client-side (firewall), not router-related.
R3 Met Correct resolution path conf 97%
Agent correctly determined the issue was not with the Linksys router and provided best-effort troubleshooting appropriate for an out-of-scope client firewall problem.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Agent identified the key symptom (printer works from phone but not computer), ruled out network connectivity, and logically concluded the issue was on the computer side.
T2 Partially Met Appropriate tools / resources used conf 89%
Agent used router UI access to verify device presence but did not use deeper diagnostic tools like ping or port checks, though they were not strictly necessary given the symptom pattern.
T3 Met No misinformation conf 98%
Agent accurately explained that Windows or antivirus firewall commonly blocks local printer access — consistent with known technical behavior.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic control but had awkward pauses, unclear transitions, and did not set clear expectations at the start of the call.
C2 Met Confirmed understanding conf 92%
Agent used plain language, repeated instructions clearly, and adapted explanations to the customer’s level when guiding through router login and device list check.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned the case throughout, did not transfer, and followed through with troubleshooting steps and conclusion.
O2 Met Proactive follow-through conf 96%
Agent clearly stated the next step: check firewall settings or contact IT for exemptions, providing a realistic path forward.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was appropriately handled at L1.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed.
Customer Experience
X1 Met Customer effort minimised conf 94%
Agent acknowledged customer frustration, validated their effort, and expressed understanding ('good thing you mentioned that'), showing genuine empathy.
X2 Met Tone & rapport conf 93%
Agent matched customer’s pace, used reassuring language, and maintained engagement by confirming understanding and summarizing key points.
X3 Met Overall experience conf 91%
Agent minimized unnecessary steps by focusing on a logical diagnostic path and avoided making the customer repeat information already provided.
Call Transcript34 turns · 36 lines
Speaker 1
Yes, hello, how are you? I have a question. I’m trying I recently bought a Link internal router, but I'm having some trouble with my router. I have it all. First of all, is the router facing the wall.
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 one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about your, 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. thank you for calling Linksys. This is Abby. How can I help you? Silence.
00:00
Speaker 1
I installed it a couple days ago and I'm trying to reconnect, to connect my old, my devices to the new router. I did for most of them. I'm trying to reconnect my printer, my HP printer and I'm having issues with it. I was on the phone with the technical support from HP and they gave me some information that they, uh, they want me to confirm with the Wi-Fi carrier to see if they can if they can confirm that in, in, in order to help me reconnect the printer like it is a Wi-Fi issue. Would you be able to help me confirm this information? Yes, yes. Yes, sorry. All right. Yeah.
01:00
Speaker 2
is me, is me, is me, okay, so the name is Zimina Lahare, lahare, sorry, the email address is Zimina dot Meneses at Yahoo.com, so you have no purchase record for the online services and
01:00
Speaker 1
That's great. Um, I believe, though. I have the. Your number here. Yeah, yeah, yes. Yeah. Thank you. Yeah. Yes. Yeah. Yes. Oh, that's fine. That's fine. Yes.
02:00
Speaker 2
Okay. Do you have an EL N? Um, EL N? 110? Is that the model number? [silence] Okay.
02:00
Speaker 1
This is what, they said, please, uh, contact your provider so they can open, 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 internet service provider that they even need some numbers. Out there are TCP ports of other numbers and then web services other groups of numbers. So, for the incoming UDP ports, they gave me - yes, uh, they gave me 137, 138, 161 and 443. The TCP ports that they gave me are 137, 139, 443, 9100, 92 to 26
03:00
Speaker 2
Okay. So, what are the, what are the used ports? And what about the TCP?
03:00
Speaker 1
uh… uh…in nine five zero zero uh… yes uh… and they said also web services and they gave me numbers 80 uh… 443 uh…5222 uh… and 5223 uh… uh… uh… uh… yes, I have it with me. Uh…
04:00
Speaker 2
Okay. Alright. So they wanted to open these ports on the Linus router. Alright ma'am. So okay. By the way, uh, do you have any computer available? Because we need to, um, access the router settings for us to be able to open those ports. Okay.
04:00
Speaker 1
IDK. Okay. Okay. Get it. I get it. H TTP is HTTP. Okay. H TTP colon. I don't think I've done this. TTP colon slash slash. Okay. Okay. Ah yes. Yes. 19.
05:00
Speaker 2
Okay. So, can we open up Google Chrome? [silence] Okay, open up Google Chrome and then on the address bar type in HTTP colon: uh uh: yes. I believe you've done this already with a previous technician. So yeah, on the address bar, type in HTTP colon: uh uh: uh uh.
05:00
Speaker 1
2168. Yeah. Okay, 192.168.1.1, right? Okay. Enter. It's thinking thinking. it says the site can't be reached, one IP took too long to respond. So, let me try it again. Checking the connection. Reload. not letting me connect. maybe maybe I should go be closer to the router because I'm in the second floor. I don't know.
06:00
Speaker 2
and then type 192.1.1.1, if that's right, and then press enter. Yes, ma'am, that is correct. It's going to ask for the router password. So I believe you've changed your router password. Just type in the router password. That you have set up.
06:00
Speaker 1
Let me, let me copy this again. 192.168.1.1. I'm going to just copy this. Your connection is not private. Okay. So just click Advance. Okay. Proceed to Unsafe. right? I'm safe. Okay. Sus. Okay. We waiting, picking. Okay. It says router password. Okay. [silence]
07:00
Speaker 2
Yes, ma'am. Okay, just go to Advanced. [silence] Yes, proceed.
07:00
Speaker 1
Okay. Okay, sign in. Incorrect password. Let me see. I'll try again. Uh, uh, uh, uh, uh, uh. What? Telling me that's incorrect. Let me see what, why? Okay. I don't want to have to do that because I need to reset every all my, my device. But it's, that's the password I have. Let me double check. I need, let me double check. Uh, okay. Uh, okay. Is that the one from? [silence]
08:00
Speaker 2
Okay. Yes, ma'am. Mm-hmm. Okay. If it's not accepting the password, ma'am, try reset password option. [silence] [silence] [silence] [silence] Oh, that's a different password. The router password. [silence] It's not... That's not the wi-fi...
08:00
Speaker 1
Ah, okay. Is that the one that, okay, the initial one that came from the default one from the factory? Okay, let me, let me, okay, let me try that password. The initial password that came, the one that came with the router. Okay, 1B7LV71401. Okay, hopefully that one, okay. Yeah, that worked. I thought it was the new password. Yeah. Okay, I got the, I got in, yeah, yes. On the left side I see smart wifi tools device lists, guest access, parental controls.
09:00
Speaker 2
password yes let's try that password mm-hmm Okay what do you see on your screen?
09:00
Speaker 1
Okay priority router settings Connectivity and on the right side I see uh some small screen that says network status links is home networking, Wi-Fi settings, guests access, parental controls. Ah ok. Y, y, y. Okay. Security would be one of the little. ah Ok Got it got it got it. Security. Ok. Ok I got the firewall, internet, VPN, pass-through. IBP plug.
10:00
Speaker 2
Right and click on CA down at very bottom. It says bottom right bucket, no size, the privacy policy. There's the option. Click on it then go to security. Click on security. before we proceed, ma'am. By the way, if you're
10:00
Speaker 1
It is. Yes, it was connected. The issue was that the printer could not connect to my computer. Okay. Device list where? And uh... Uh... Okay, how do I go there? Or I guess not in this... Oh. On the... Where do I go to check the device? Okay. Okay. Okay? Okay? Devices. Okay.
11:00
Speaker 2
Printer already connected to the network. Right now, is it already connected or not yet? It is connected. All right. So let me just check on the device list. Go to device list please. Now check if you see your printer there. Just get out of that screen. Just press OK. Press OK first on that screen. Press OK or cancel from that screen. And go to device list. It's the first option. Now check if you see it. Double-check and let me know.
11:00
Speaker 1
Okay, N and I see okay, links is okay. Ring network, ring net hub phone bedroom billing on a Bia Galaxy. Oh no, I don't see it. I don't see it. It was there a minute ago when we were on it. It's no, I don't see it. It says a TV. TV. I don't know what this 6, 5 6SE it is, but I don't think it doesn't look like a printer. My simple link.
12:00
Speaker 2
Okay, and kindly look if you see there the printer. [silence]
12:00
Speaker 1
linked in no but it was connected let me let me let me let me see because it was connected to the it actually was connected a minute ago I was talking I just as I I see a list of devices here that I know necessarily say the name of the printer but it's just a bunch of numbers so I don't know if give me one second I'm going to try to because it was printed I was able to print actually from my phone I was able to print a minute ago
13:00
Speaker 2
okay. Well, if that is the case, if the printer is not connected yet to your network, ma'am, we need to. We cannot open the ports cuz the printer is not connected yet. Yeah, if the printer is connected, what seems to be the problem? Cuz what why did they ask you to open those ports now?
13:00
Speaker 1
my computer could not connect to the printer I'm unable to print from my computer yeah I cannot. I was able to print from my phone. Let me see if I can print. and. from my phone. and right now I'm printing from my phone but I cannot connect to the printer.
14:00
Speaker 2
So you are unable to print from your computer but your other wireless device like your phone, you can print that way. So, if that is yes. I understand, ma'am, that this is, uh, what the HP people advised you to do, but I had encountered this problem before. And with regard to this one, because the printer is already connected to the wireless network, to the wireless router. Your other wireless device is already, um, printing. Okay? It can print with no issues. So there's really no -- uh, there's -- there's not a problem with the communication between the printer and your other wireless device. Even with Linksys, there's no problem with that. Okay? Because if -- if there's a problem with Linksys, then all of your wireless devices won't be able to print. Okay? So it's just that something is actually blocking from your computer. Okay? In my case before, cause -- cause I had encountered this issue before with -- with -- um, HP -- with even HP or Brother printer. What the cause of that issue, is actually, the the firewall on your computer. The Windows Firewall, or any antivirus firewall. That's causing the issue, ma'am, that's blocking you from printing. So you need to check on that, if there's any firewall enabled. It could be your your your antivirus firewall or your Windows Firewall, that's blocking it. So you may need to turn it off temporarily. They need to check yes they need
14:00
Speaker 1
okay. okay. yes. okay. okay. I was okay. got it. okay. I can. yeah. okay. got it.
17:00
Speaker 2
I'm not really totally disabled the firewall, a, they may need to, to set some exemptions, um, to, uh, let the printer work. Maybe they need to, uh, put some exemptions for you, for the printer. Yes. Guess the printer is already connected. Uh, yeah, your other wireless devices can print. So I I don't see any problem with the communication between the Linksys and the printer. It has something to do with the device. There's something blocking from there. It could be the firewall, the anti-virus firewall, um, Norton or any any anti-virus third-party uh firewall. Even Windows, um, that could also cause the issue. So. Since that is a work laptop, ma'am, you may need to have that checked with your IT, uh, people. Mmm.
17:00
Speaker 1
because I have been able to print from my other devices. I just asked my daughter to print something on the computer and she's able to do that. Okay. Okay. Don't need to react. Okay. Okay. Okay. That makes sense. Okay. Okay. Well, thank you so much for your help. That makes sense. I'll talk with my IT tomorrow. I appreciate your help. Thank you. Okay. Okay. Thank you so much. Appreciate your help. Thank you. Okay. Thank you, you too. Thank you, bye bye.
18:00
Speaker 2
Yeah, good thing you mentioned, yeah, good thing you mentioned that. Because these ports, they mentioned, there's really no connection with that with the printer. So, no need to open those spots. Yes, Yes, ma'am, not a problem. No worries. You can always give us a call back if there's still any issues, okay? All right. Well, for more information, please visit our site support.linksuppliers.com. This is Epi again from Linksys. Thank you for calling ma'am and you do have a great night. Take care. Bye bye.
18:00