V2 Rubric Detail — 7c652070-65ad-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 15:52
Duration
39m 40s
Contact
Robert Shulman
Issue Type
Printer/Device Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133118
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Printer cannot connect WIFI

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution3.12/5
Technical4.06/5
Communication2.50/5
Ownership3.00/5
EscalationN/A
Customer Exp1.79/5
Overall61.2% (+35.2)

V2 Grader Summary

The issue was partially resolved when the printer began printing from the phone, but computer printing remained problematic. The agent followed correct paid-support protocol for out-of-warranty devices and used accurate technical steps, but failed to fully diagnose the root cause or reduce customer effort. No escalation was needed, but lack of empathy and follow-up limited the outcome to partial resolution.

V1 Case Analysis

Customer unable to print from computer; printer intermittently prints from phone. Agent collected model/serial, incorrectly stated cloud server discontinued, provided wrong admin URL (myrealter.local), charged $15 before troubleshooting, and failed to resolve issue. No valid fix confirmed.

Troubleshooting Steps
  • Collected model (MX5300) and serial number; attempted warranty lookup.
  • Charged $15 paid support before troubleshooting began.
  • Guided customer to access router admin via 192.168.1.1 and incorrectly suggested 'myrealter.local'.
  • Reviewed router IP settings, subnet mask, and device list.
  • Observed printer on network with IP 10.20.1.104, inconsistent with router's 192.168.1.1 subnet.
  • Noted printer printed from phone during call but not from computer.
Key Observations
  • Agent charged $15 before any troubleshooting, violating paid support policy.
  • Provided incorrect admin URL 'myrealter.local' at [16:00], which is not a valid Linksys domain.
  • Misstated correct URL as 'router.local' at [19:00] instead of 'myrouter.local'.
  • Falsely claimed at [06:00] that the Linksys cloud server was discontinued, contradicting KB guidance.
  • Failed to diagnose double-NAT despite observing IP mismatch (10.20.1.104 vs 192.168.1.1).
  • Did not offer any self-help path, KB article, or follow-up after paid support failed to resolve issue.
  • Allowed call to end with unresolved computer printing issue despite customer expressing ongoing concern at [38:00].
Positive Highlights
  • Collected correct model number (MX5300) and serial number from customer [01:00, 09:00].
  • Successfully guided customer to access router admin via 192.168.1.1 after initial confusion.
  • Identified that printer appeared in device list, confirming network presence.
  • Observed IP address mismatch suggesting upstream NAT, though failed to act on it.
Agent Errors / Gaps
  • Prematurely declared unit out of warranty and charged $15 before any troubleshooting began [05:00–09:00].
  • Provided incorrect router admin URL 'myrealter.local' at [16:00], which is not supported by KB.
  • Misstated correct URL as 'router.local' at [19:00] instead of 'myrouter.local' (KB: http://myrouter.local).
  • Falsely claimed at [06:00] that the Linksys cloud server was discontinued, which is factually incorrect per KB.
  • Failed to recognize or resolve double-NAT issue despite observing conflicting IP subnets (10.20.1.x vs 192.168.1.1).
  • Did not troubleshoot printer driver, IP reservation, or computer-specific network settings.
  • Did not offer any self-help resources (KB article, email, chatbot) after paid support failed.
  • Interrupted customer frequently and used abrupt, unempathetic language throughout.
  • Incorrectly implied issue was resolved when printer printed from phone, despite computer printing still failing.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 90%
Customer initially reported printer not printing from computer or phone; later confirmed printing from phone worked, but computer printing remained inconsistent. Issue was partially resolved but not fully confirmed stable.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent collected IP info, accessed device list, and verified printer was connected, but did not troubleshoot printer-specific issues like 2.4GHz band, WPS, or computer-side driver settings.
R3 Met Correct resolution path conf 95%
Agent correctly identified out-of-warranty status, offered $15 paid support per policy, and proceeded with troubleshooting instead of dismissing the case.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified symptoms (printer not printing, app issues) and verified connectivity, but did not systematically diagnose root cause such as network isolation, IP conflict, or computer configuration.
T2 Met Appropriate tools / resources used conf 92%
Agent appropriately used the web interface (192.168.1.1) to verify device connection and IP settings — correct tool for the scenario.
T3 Met No misinformation conf 96%
All technical instructions (use router password, access 192.168.1.1, check device list) were accurate and aligned with Linksys documentation.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintained basic control but had long silences, introduced payment abruptly, and failed to set clear expectations at the start.
C2 Partially Met Confirmed understanding conf 80%
Agent used understandable language but occasionally used jargon (e.g., IP address, subnet) without confirming understanding and repeated steps without checking comprehension.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, performed troubleshooting, and did not transfer or abandon the customer.
O2 Not Met Proactive follow-through conf 90%
No clear next steps or follow-up plan given; ended with 'I guess that solves the problem' without confirming resolution or offering further support.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history or handoff involved.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional but offered no empathy or acknowledgment of frustration; tone was transactional, though not discourteous.
X2 Partially Met Tone & rapport conf 80%
Agent followed a standard script but did not adapt to customer’s confusion or pace; repeated instructions without adjusting delivery.
X3 Not Met Overall experience conf 88%
Customer repeated serial number, model, and IP details multiple times; agent used silences instead of proactive guidance, increasing customer effort.
Call Transcript54 turns · 60 lines
Speaker 1
Oh, hello. Yes, right, so my, my transcribe this audio from the left channel. Output only the spoken words. Spoken words.
00:00
Speaker 2
Welcome to Linksys support. To insure 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, 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. [silence]
00:00
Speaker 1
The issue is that my printer's not connecting with my uh router. And uh when I call support, they say the problem is too much traffic in the router. And I noticed now that when I try to, when I click on the link, my link, um, uh app to connect to the router, previously it would connect and now it's, it's not. Although it's, it's clearly connected to the internet because I can work my computer and so forth and so on. Sure. The model number is M as is mother, X as is X-ray, 5300.
01:00
Speaker 2
[silence] Can you give me the serial number and model number of your links, just rather? All right. What is your first name and last name? ended? What is your email address?
01:00
Speaker 1
um okay. we call it 18 team. correct yes. no. yeah we're, we're working fine uh until a uh maybe a week or two ago and during that week or two I've been working with Epson and they say there's nothing wrong with the printer.
03:00
Speaker 2
and who is your internet provider? alright so just to confirm the internet is working, right? you don't have problem with your internet except your printer cannot connect to wifi was your printer connected previously or now?
03:00
Speaker 1
It's connected properly to the Wi-Fi, but it receives no signal from my computer when I try to print something. And, and actually, if I try to print from my iPhone, it used to work, but now it doesn't eat her, doesn't find a printer. And now, yeah, I used to be able to log into the Linksys app and now the app doesn't link. The doesn't connect. It keeps going, it keeps saying getting rodder settings, but it never goes anywhere. Yeah, it is. There's definitely this. It is connected to the Wi-Fi.
04:00
Speaker 2
You mean you can't log into the Linksys app, right? [silence] All right [silence] Did [silence] did you check [silence] if that printer [silence] is actually [silence] connected to the Wi-Fi [silence] or [silence] or you didn't even [silence] connected to Wi-Fi?
04:00
Speaker 1
[silence] I don't remember it. Uh, I got it from you guys, I bought it from Lewis. It's uh, yes.
05:00
Speaker 2
That's weird. Okay. Oh, when I checked the serial number right here it's showing no data. When did you purchase this one? And where? Okay. Since there's no data that I can check here based on the serial number you provided, unfortunately this will be messed out of warranty. For other warranty devices we charge $15 to assist. Are you okay with that?
05:00
Speaker 1
Okay. [silence] They said something about too much. Yeah. Why won't my why won't the app connect to the router. There's no problem. No, I was able - I was able to log into the -
06:00
Speaker 2
it's non-reproducible, it's one time, okay? And I would like to set a proper expectation. We are not trained with printers. So navigating the settings of that will be hard for us. unless you know how to navigate the settings of that. Also, if other devices are working fine, I don't think there's a problem with the router. but but if you're willing to proceed that's no chop with shooting. Go ahead. Oh, that's a different problem. If you are previously logged in using your email, the cloud server has been discontinued. So that might be the reason why you can't log into the app, but you can definitely log in using the router password. Mhm.
06:00
Speaker 1
The app worked just like it did two, right? Uh huh I use the router password.
07:00
Speaker 2
where you like in using your email or router password? have you tried using router password? it's no problem as long as you're OK paying the $15. we should be good and again, whether the problem is fixed or not, it's still going to be $15. it's going to last one hour, okay? just trying to confirm. alright. alright, let me just finish this one.
07:00
Speaker 1
okay. 3780-031-692-8100-1-11-27-8670. yes.
09:00
Speaker 2
I'm gonna need to ask for a card information, I'm also gonna pause the recording because we do not store your card information. Okay? And let me pause the recording now. What's a card number? What is expiration date? The security code? Name on the card, is that your name? All right. Charging you $15 now. I'm also going to resume the recording.
09:00
Speaker 1
Yeah, I just tried. I tried connecting with my computer and that won't work either. Okay. Uh, okay, it says manage your Wi-Fi, yeah. Yeah. Hold on. Let me get back to settings.
12:00
Speaker 2
actually let's try the app first what I have you go, uh, actually let's try the app first what do you have a actually let's try the app first Oof open your LynxSys app let me help you with that right now open the LynxSys app you have it open? yeah I, manage Wi-Fi. Select the second option to log in route with the password.
12:00
Speaker 1
I changed the password and now it's not working hey Joe, that's right Oh, wait a minute. Sorry. I didn't see the problem Wait. Okay Why would it not connect to the router before? Now it is Yeah, but it wasn't working when I called you Okay I'm gonna yeah I understand
14:00
Speaker 2
It's working, right? I'm not sure what happened, but we did not do anything here. We can't even see your router here.
14:00
Speaker 1
All right, I'm connected now. Okay, I'm there. Windows 11. Windows 11, yeah. Got it. Right? Sorry, sorry wait. One nine two dot 168.1.1.
15:00
Speaker 2
let's go to your computer open your what's operating system of your computer? is it a Windows or a Mac? Windows open Google Chrome I'm gonna give you a number just stop these number into the web address bar are you ready? one nine two point one six eight one fried point one Point one
15:00
Speaker 1
[silence]
16:00
Speaker 2
right. Enter. What do you see now? Try myrealter.local. All one word, yes. [silence]
16:00
Speaker 1
[silence] dot local. [silence] Nothing happens. M Y router dot local. [silence] LLC. L. Yeah. Nothing happens. Correct, huh? [silence] Yes. Let me double check. No, hold on. It's all [silence] all Wi-Fi. [silence] [silence]
17:00
Speaker 2
Correct. Correct. Yeah, localhost. Did you try it that into the URL bar? Is that computer connected to the Wi-Fi?
17:00
Speaker 1
I think I'm trying this again now I just realized what might be wrong here 1 6 8 yeah okay the issue is that okay says router network login into AD this min yeah okay let me try let me try again
18:00
Speaker 2
Right. Uh, that sounds like you're routed to a such results, which is not what we want. And so, let's try again. Right at the top search bar.
18:00
Speaker 1
It says the site cannot be reached 192 168.1.1. took too long to respond. Okay. Okay it shows continue to linked is smart. Wi-Fi.
19:00
Speaker 2
Sorry, what did you say now? Router.local
19:00
Speaker 1
Okay, hold on, I'm gonna put in the password here. Okay I'm in. Uh, connected this device router Internet. Okay. I clicked it yeah.
20:00
Speaker 2
Yes continue What is the network status? Okay. [silence] On the left hand side under router status, there's connectivity option, click that. [silence] And select the third option that is local net
20:00
Speaker 1
Got it. 10.20.1.1. 255.255.255.0. 10.20.1.10. All right.
21:00
Speaker 2
All right. and enter your router details tell me the ip address okay and the sub net mask. Got it. And the start IP range or the start IP address. Thank you. You can click OK now. And let's go to troubleshooting. Under troubleshooting, there are three tabs. Go to the second tab diagnostics.
21:00
Speaker 1
on it. [silence] Well, the device lights got it, okay? Uh I don't
22:00
Speaker 2
And tell me the IPv4 address, Internet address. Okay, well, this this makes sense then. alright, click okay. Let's go to device list. Linksys Smart Wi-Fi tools. First option. And check if your printer is there. They say it's connected, right? So, we're gonna make sure that it's really connected.
22:00
Speaker 1
Oh, yeah, yeah, yeah. Oh, yeah. It's, Yes, it's there. Yeah. Yeah, it is because AT&T modem has a router in it.
23:00
Speaker 2
just look for the printer name, it's there, okay, so, how did you wait, your, your IP internet address is 192.168. That's a private network. Meaning to say, This router, probably connected to a gateway modem. A modem and a router. Is that correct? Can you, can you check if the linksys router is connected to another router? Can you give me the model number of that if that's okay?
23:00
Speaker 1
Sure, sure. Model numbers ba as in boy, g as in good, w as in water, 320-500. No, that's not. That's not. No, it's not because when I go to
24:00
Speaker 2
checking. Hmm. culture. So, I think what's going on is that your printer is probably connected to the AT&T router, which they not the same IP range.
24:00
Speaker 1
connection to advanced. And once showed me before that it was. Got to find it now. Hold on. Sorry, hold on a second. Settings, general settings network settings. I know it is. Hold on. It's up here.
25:00
Speaker 2
Can you try it? Can you try it?
25:00
Speaker 1
um, the IP address it's using is 10.20.1.104. Yeah, it's not printing. Good at network settings. It's not printing. But I'm going I'm going to go back to Wi-Fi set up. Yeah. It's on yeah, the printer is on the right it's on the right network. It's on the router's network. Yeah. It's. I look on the check. I look on the check on. Yeah, the computer is connected to the same network. And my.
26:00
Speaker 2
what happens? are you using your computer how about the device you're trying to let me say what about the computer is that also connected to the same network? how about your phone? [silence]
27:00
Speaker 1
So if I let's say I'll try to print from my phone. Oh, Hold on now. and when I do that That doesn't print. Even from my phone. Oh, wait a minute. Hold on. How is that? So now the printer's Now the printer is starting to print. Let me see what it's printing.
28:00
Speaker 2
Alright, can you
28:00
Speaker 1
Whether it prints from the computer or from my phone? All right. So printed from my phone, that it's. [silence] Yeah, it printed from my phone, but it wouldn't print from the computer. what computer is a desktop wireless it's solar What are you talking about? I mean the computer wireless. It's solar. So what? Okay. Hold on. What? Okay. Hold on.
29:00
Speaker 2
I see. Is your computer a desktop or a laptop? Can you check the cable up there? Is it connected to the router or connected to the modem? Or the forum? So is your computer connected, wired or wireless or Wi-Fi? There's no ethernet cable connected to it, right? Just double checking. Then try to restart your computer. You probably have done it before. Try it again. Can you turn it back on?
31:00
Speaker 1
but um now the printer's printing yeah but it's printing what I tried to print before.
36:00
Speaker 2
Using your computer, right? Now can you try to print again? Okay. Well, I guess that solves the problem, right? [silence]
36:00
Speaker 1
the printer would not still not be able to I don't be able to print anything. It wouldn't find it, wouldn't find the printer. That's what I thought, that's what I thought initially. So it could be a computer problem, a problem well no, because then my phone didn't work either. Yeah, all right. All right. All right, so you didn't find anything wrong with the the setup of the of the router?
38:00
Speaker 2
It doesn't really sound like a router issue because if that's a router issue your devices, other devices should be affected too, they're the same network, really not sure how to answer that one because I'm not expert with printers, I'm expert with routers. So, I guess we're going to observe the connection for now since the problem is resolved for now. Either than that, it's un.
38:00
Speaker 1
Yeah. I mean as long as everything as long as the devices are all . Right, as long as the devices are on the same network it's in big issues. Right? Yeah. Okay. All right, all right. Thank you. No, no, thanks. Bye. [silence]
39:00
Speaker 2
double, no, no other issues. I mean, it's not really an issue, though. You just need to connect them to the right that way. Oh. I'm sorry. Correct. Yes. Everything should be connected. I don't really see any problems. Oh, thank you. You have other questions. Oh, you take care and bye for now. Thanks so much. Bye.
39:00