V2 Rubric Detail — a3d32df2-65b0-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 16:14
Duration
39m 49s
Contact
Catherine David
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Limuel Saura
HappyFox Case
#LTS00133125
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: SPNM60TB printer unable to connect
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution1.56/5
Technical3.44/5
Communication2.50/5
Ownership3.57/5
EscalationN/A
Customer Exp2.50/5
Overall51.5% (+9.5)

V2 Grader Summary

The agent identified that the customer's Linksys router lacks WPS and correctly advised using the Canon printer app for setup. However, they failed to guide the customer through accessing the router via web browser to verify 2.4GHz network settings or SSID visibility, which are critical for IoT device connectivity. The call ended without resolving the printer connection issue or establishing clear next steps, resulting in an unresolved outcome despite moderate troubleshooting effort and technical accuracy on WPS deprecation.

V1 Case Analysis

Customer unable to connect Canon TS3350 printer to Wi-Fi after router reset; Linksys app not functioning properly. Agent suggested manual Wi-Fi setup and checking printer drivers, but no resolution achieved.

Troubleshooting Steps
  • Advised accessing router admin page via 192.168.1.1
  • Suggested disabling VPN on work laptop
  • Confirmed router has no WPS button
  • Guided to manually add Wi-Fi credentials on printer
  • Recommended checking printer driver updates
Key Observations
  • Agent failed to capture the router model number early despite needing it for accurate troubleshooting; only obtained partial model (MTBE) at [08:00] which suggests MBE7000 series, but did not confirm.
  • Agent provided materially incorrect information at [38:00] stating 'the cloud service of the lingua app is no longer being supported' — this contradicts Linksys KB and misleads the customer about app functionality.
  • Customer was unable to access 192.168.1.1 due to corporate laptop restrictions; agent did not offer alternative access methods such as using a mobile hotspot or personal device.
  • Agent incorrectly attributed potential printer failure to lack of Wi-Fi broadcast without first confirming router 2.4 GHz band status or SSID visibility.
  • Agent showed improved pacing and empathy in later segments, particularly when acknowledging customer frustration at [24:00] and [38:00].
Positive Highlights
  • Agent remained polite and empathetic throughout, especially when de-escalating customer frustration at [24:00] with 'No one is telling you that you're an idiot here'.
  • Agent correctly identified that the current router lacks a WPS button or WPS option in settings at [16:00], preventing wasted effort on unsupported features.
  • Agent took initiative to research additional resources during hold at [26:00], showing effort to find a solution.
  • Agent provided a logical sequence for printer setup involving direct connection to printer's Wi-Fi (Canon_GT) before joining home network, aligning with standard Canon setup procedures.
Agent Errors / Gaps
  • Failed to obtain or confirm the full router model number early in the call; only captured partial model (MTBE) at [08:00] without follow-up.
  • Provided factually incorrect statement at [38:00] claiming the Linksys app cloud service is no longer supported — this is not accurate per KB and constitutes a serious accuracy failure.
  • Did not verify whether the router’s 2.4 GHz SSID was enabled or visible before suggesting printer-side issues.
  • Repeatedly gave instructions (e.g., access web UI, disable VPN) without confirming the customer’s ability to execute them.
  • Did not offer a practical alternative when customer could not access 192.168.1.1 due to work laptop restrictions.
  • Mischaracterized the root cause by suggesting the printer was faulty when no evidence supported this over router configuration issues.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
The customer's primary issue — connecting a printer to the Wi-Fi network — was not resolved. The agent suggested manual setup and contacting Canon support, but no successful connection was confirmed.
R2 Partially Met Diagnostic thoroughness conf 90%
The agent identified the lack of WPS support and suggested using the Canon app and manual Wi-Fi setup. However, troubleshooting was incomplete as the agent did not guide the customer through accessing the router via web browser to verify 2.4GHz settings or SSID visibility.
R3 Partially Met Correct resolution path conf 85%
The agent correctly identified that the router lacks WPS and advised using alternative methods. However, they did not fully leverage available tools (e.g., guiding to web interface) and defaulted to suggesting third-party support without exhausting all Linksys-side configurations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
The agent identified symptoms (printer not connecting, no WPS) and asked relevant questions about the printer model and prior setup. However, root cause analysis stopped at 'no WPS' without deeper investigation into band separation or SSID broadcast settings.
T2 Partially Met Appropriate tools / resources used conf 85%
The agent attempted to use internal resources to check printer compatibility but did not use the router’s web interface (which was accessible) to verify network settings like 2.4GHz SSID or guest network isolation that could block device access.
T3 Met No misinformation conf 95%
The agent correctly stated that the customer's router model (MTBEU) does not have WPS functionality, either physical or in software, which aligns with Linksys documentation for newer models phasing out WPS.
Communication
C1 Partially Met Clear & professional language conf 80%
The agent maintained basic control but allowed the conversation to become reactive, especially when the customer expressed frustration. Transitions were weak, and the agent did not clearly reframe the path forward after app failure.
C2 Partially Met Confirmed understanding conf 85%
The agent used some technical terms (WPS, network name) but failed to adapt when the customer showed confusion about the Canon GT network. Did not confirm understanding of multi-step setup process.
Customer Ownership
O1 Met Ownership & empathy conf 95%
The agent owned the case throughout, did not transfer, and stayed engaged despite customer frustration. No avoidance or evasion observed.
O2 Not Met Proactive follow-through conf 90%
No clear next steps were established. The agent ended the call without confirming a follow-up plan, leaving the customer to troubleshoot alone with only a suggestion to contact Canon.
O3 Met Closure confirmation conf 100%
This was the customer's first call, and no prior history was available. The agent collected necessary details (model, serial, issue) and did not re-ask information.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — the issue was within L1 scope (device connectivity guidance), though resolution was not achieved.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
The agent acknowledged customer frustration ('I totally get that') and remained polite, but responses became scripted and defensive when challenged, lacking genuine empathy for the repeated effort.
X2 Partially Met Tone & rapport conf 85%
The agent attempted to match the customer’s technical level but failed to adjust when the customer became disengaged during the Canon GT network search. Did not re-engage or simplify.
X3 Partially Met Overall experience conf 80%
The agent avoided asking for repeated information and used known details (router model). However, the customer had to perform multiple resets and app reinstalls without agent-side verification via web interface, increasing effort.
Call Transcript54 turns · 60 lines
Speaker 1
Welcome to Linksys support. Hi there. My internet was working fine, but I tried to then pair it to my new printer, and it wouldn't work, I've tried the pair button on my tooth router. So, I've gone I tried to go into the Linksys app to go that way instead, and um it's saying it can't find my account. I have got no internet. It's unknown what's going on. So, I've just done a test via two, but it's fine. Yes, yeah. But my my Linksys app isn't working.
00:00
Speaker 2
welcome to linksys support to assure quality service your call may be monitored please remain on the line for assistance. hi thank you for calling linksys technical support my name is Lee how can I help you? okay so you're uh huh you don't have any problem with your internet it's just that you wanted this printer to be connected to your internet did I got it correctly or [silence]
00:00
Speaker 1
No. Is there a problem with your app currently? [silence] So I've just opened my links, uh, our app and it's telling me they found a new, I've found a new network, add this network to my account. I've put in my Rita password and it just go, it just circles back to the password screen. Yep, remove that to the app. Yep. Yep.
01:00
Speaker 2
Yeah, so there is actually... I'm sorry. uh yeah, there is actually a current update that um actually um causing a um the app that will not gonna work to be connected remotely, but it can still be used locally but we can try it then. Um how about with this one? Can you I'm sorry. Okay. Uh-huh. Um how about with this one then? Can you uh can you delete the app that you currently have on your phone? Uh-huh. Um after removing it, um
01:00
Speaker 1
uh probably not right so it's come up saying allow links these defined devices in the local area is that should I say allow right that's fine now it says login with my email or login root password which one do you want me to do right the root password the one that's actually on the back of the on the bottom of the machine yeah I don't know but 15?
02:00
Speaker 2
Install it again. Uh by the way Ma'am is this your first time calling Linksys? Yes. Router password. Yeah you can try using it. But uh before um after you do that one Ma'am how many attempts have you already done? And um on the uh using the router password how many uh You need the email ID on Ma'am in order for you to know the admin password of Linksys. Yes yes Yes. Okay okay What region are you calling from? Sir_call_and_win.go.W-yeah_you_can_try_using_it.Ma'am_installed_already_my_Router_also_from_Linksys), text_speed (2.5), listening_speed (1.5)
02:00
Speaker 1
Using the actual root password about 10. So, I just I just put the root password in, and now it's it's returned back to the login page. Yeah, how do I do that? I've got a phone. Right. Okay.
03:00
Speaker 2
Okay. Um, have you done using it? Okay. So, um, try it. Okay. Um, how about with this one? Um, it seems like, um, the app is currently really having a problem. Instead of relying on the app, how about you try using the web browser interface directly on your router assigns? Okay. Um, you, uh, you can, uh, use your tablet or your laptop to do this. Um, okay. Yeah, of course, you can still use your phone, but just to give you an heads up, you might gonna be experiencing having a hard time, you know, maneuvering the the website. But yeah. [silence] But yeah, let me know if you experience anything.
03:00
Speaker 1
Web browser. Yeah, I'm on the I'm on the I'm in the I'm in the yeah, I'm in the bar. What do I need to type in? 192. Yeah. dot one. Dot one, yeah. Visit website, that's fine. it won't let me won't let me. Let me go and get no work laptop, see if I can do it off bar work laptop. Don't like using it for personal stuff, but let me get my work.
04:00
Speaker 2
Open your browser Safari for. 192.1 68.1 1. 168.1. 1. Yes. So,
04:00
Speaker 1
And I can't, my work laptop, because my phone won't let me in. it's telling me to because even I want to say, I want to visit the website, it's not letting me. I've just gone to my work laptop. Right, right. Probably. No, I can't, it's I can't. So it's enforced by work. I can't do it. No. No. If I have one of those, I have a uh,
05:00
Speaker 2
Okay, I see, so yeah, that is exactly what why I did you know, like, you know, ask to maybe we can use a tablet or a laptop for this. Mm-hmm. But this work laptop that you have, do you have an active VP on this laptop? Mhm. Okay. If you have an active VPN on this laptop, maybe you can turn it off for the meantime. Because it can't be. Oh, okay. I see. Do you have any personal laptop, Ma'am? Or a personal tablet?
05:00
Speaker 1
just got to connect to the main router again, because I did a reset on the router to change it, because also I had my own personal name and password for it, but I've had to reset that, because I thought that was that was what was the problem was. But now I've not got to be, yet and all now, and which is going to really you off. so I'm gonna go and redo all that again, yet now, and which is going to really you off, right. 19. two, one 60 168 dot 1 dot 1. Yeah? Continue. Yeah, it's Katherine Davis. I am the I am the per person that pays the bill.
06:00
Speaker 2
Okay, yeah, I, how about you go ahead and try it then? Yes, correct. And by the way, while while you're trying to access the router, the router settings, can I have your first name and your last name? [ silence ] Can you please
06:00
Speaker 1
Yeah, I had access to a link to dashboard and it came in saying... Oh, hang on a minute. Right. So yeah, so... I'm in the main home thing now. Yes, of course, I can. It's Lima Kilo 60. Tango Bravo 5 Quebec. 260017.
07:00
Speaker 2
And then, are you already on the Linksys dashboard or? Okay. Okay. So, yeah, by the way, Ma'am, what is the model? I mean, can you give me the serial number of your Linksys router, please? is that asking?
07:00
Speaker 1
model number is model number is Mike0-Tango-Bravo-Echo-Uniform. It's a new one. Yeah, I need to customize it back, so that's fine. I can do that. That's easy. But my problem is, is that I was trying to obviously the pairing button on that to obviously WPS link to my laptop wasn't working. Let me change this.
08:00
Speaker 2
Okay, thank you so much. And what is the model number of this router? Okay, thank you so much. So you wanted to customize it back. Okay. So yeah, so you mentioned. Uh-huh. Uh-huh. Uh-huh. Okay. Uh, by the way, ma'am, what device are you trying to connect to your router? I thought...
08:00
Speaker 1
laptop. but my printer. you know, I'm trying to have my printer. Yeah, that's what I've been trying to do and it won't talk to it. I never used to have this problem.
09:00
Speaker 2
Okay. Can you go to the Settings of your printer later after you customize the Wi-Fi password and the Wi-Fi name to its original Wi-Fi name? And then once you're done with that, go to the Settings of your printer, forget the Wi-Fi name that is already existing in the printer and then reconnect the printer again. [silence] Okay. [silence] And how about with this one ma'am? Can you separate the 2.4 and 5 GHz band of your Linksys router? Because maybe that printer can only communicate to the 2.4 GHz band. Because sometimes it's actually like that.
09:00
Speaker 1
Right. Yeah, so I had my old one and then when we moved to our new place about six, seven weeks ago, they didn't send me the router on time, which is stupid. And it arrived three days after the guys that came to that came to connect me all up, came in. So they used my old router. That then stopped working. So I had to fit my new one in. It's been working absolutely fine. I've had no issue at all. But I was trying to connect my printer today and then the Linksys app wasn't working. It wouldn't even it kept saying that I didn't have any signal. Blah, blah, blah. And it's just done my head in all day. Like all evening. I don't know what the problem is with it. Um. Right, the Blink Mini cameras, we joined it. That's fine.
10:00
Speaker 2
and uh how many links router do you have ma'am exactly how many links the sprinters do you have do you only have one links router uh huh uh huh
10:00
Speaker 1
I just want to connect my printer to it.
12:00
Speaker 2
And. Yeah. So, thing is, um, what's printer? Okay. Okay. Okay. That pair button can actually only work on the, if you also have, or if you are going to add another child node, maybe what you are actually looking for is a WPS button of the router. Okay. Um, can you give me a minute and then let me just double check it, okay? [silence]
12:00
Speaker 1
Oh, because I've got it right here in front of me. So I've just reopened you. There still? So I've just reopened the link, the app and I've logged in using my email address and password. I've logged in. It came up telling me that my network had no password, which I know is incorrect because I've got internet on the TV and I've got internet on my laptop. So I know that's lying. But now it's come up saying we found a new network. Do I want to add this network to my account? What do you want me to do? Yes. Yes. Or What? So I've typed in the password and it's telling me it's the incorrect password. It's asking for the router password. So the one I've just changed and I've just put in there and it's saying it doesn't work. Right. That's fine. I'm still on that. But how do I connect my printer?
13:00
Speaker 2
Okay. I mean, is it asking you to add that network? Then you can go ahead and do it. Because you just reset the router, so, yet what password is it asking for? Is it asking for an email password or a router password? Uh-huh. Okay. So, it seems like your the router that you have is actually also affected with the update that is happening right now. So, instead of relying on the app map, so, maybe you really need to use the web browser interface of your router.
15:00
Speaker 1
you are trying to connect to the printer using the web browser well, I don't have a WPS button on my router. [silence] How do I do that? I've got the app here in front of me and I can I can go to network setup, that's fine. So it says so I'm in network network setup. It says to start the network connection connect your smartphone directly to the printer, select join on the following dialog box. So I've got to go in and find the network name and the password for your router, follow additional steps according to the message on the screen.
16:00
Speaker 2
Okay. Okay, so, I did actually double check, it, ma'am. The router that you have, it doesn't have any physical WPS button, and it also doesn't have any WPS option on the setting. Now, what we can do here, yes, there is no feature for a WPS on this router. But what we can do is adding a network on your printer manually. So, is there is there an option for you to go to the settings or to the wi-fi settings of your printer? Okay. Uh-huh.
16:00
Speaker 1
name starting canon I J J. so. No, but there's one that's very similar. That, that, yeah, that there's no, there is no network saying canon I J J. So I J. Sorry. I J underscore. the app that app is my Canon printer. Yeah, so it's a, Tanga Sierra three three five zero. Correct. So I J underscore. the app that app is my Canon printer. Yeah, so it's a, Tanga Sierra three three five zero.
17:00
Speaker 2
Okay, well can you see there Network name that you just set up? Network, Cannon, I-G-G-J. Okay, it's okay. But you're on the app of your Linksys or the app of your Cannon printer? Could you give it again to me, ma'am, the model of your Cannon printer? Tango, Sierra, Three, Three, Five, Zero.
17:00
Speaker 1
Yeah, it's, um, Katie underscore pink underscore 2004 hotmail.com. Not Katie, K-A-T-I-E underscore 2004.
18:00
Speaker 2
Okay. Let me just go ahead and uh load up something here, so that I can um look about this printer that you have. So, um it's still actually loading up. Uh by the way, Miss [silence] can you give me your um active email address? Because I was actually, um creating a record for this conversation. Casey underscore. Uh huh.
18:00
Speaker 1
Yes. Yes.
19:00
Speaker 2
Ok thank you so much. And this is the only device that you have, Catherine, that is not connected to the internet yet. Give me one moment. Let me just go ahead and double check everything here. [silence] Okay, uh, Miss Katie. So the first thing that we need to do here is to connect, so your phone is, if you,
19:00
Speaker 1
no, because it's not coming up, it's not coming up on the on my wi under my wi-fi networks, no. yes, I know that, but the network's not coming up for me to connect to it. yes. it's off. turning back on. we're on. you
21:00
Speaker 2
Yes, we are connected to the Canon printer. It's not coming up so can you turn off? The first thing that you need to confirm here is that your phone should be connected to the printer before it can connect to the Wi-Fi and Can you turn off your printer for a moment? And it turn it off and give it some few seconds before turning it back on. Okay. Maybe it's still booting. Just give it a few seconds or maybe a minute.
21:00
Speaker 1
Yeah, no, it's all loaded up. It's not there. Well, well, there shouldn't be because it was working in my old house under my old router. So it, it, it, there isn't a problem with the printer. The problem is with collecting to the Wi-Fi. The printer itself is only two years old. And it connected fine to the old Wi-Fi.
22:00
Speaker 2
a minute, okay? And then look for, okay, and then look for the, the Wi-Fi name of your Canon printer. Okay, if it's not actually there, Miss Catherine, since what first thing that we need to do here is for your phone to be connected to your Canon printer. Now, if the Canon printer's Wi-Fi name is not showing up, then there might be a problem with your Canon printer then. It's not your links to router. Okay.Well, yeah, I, yeah, I totally understand that one. However, right now, the Wi-Fi name of your Canon printer is not showing up.
22:00
Speaker 1
Yeah, I, I know all that, I know all that. I've connected it and disconnected it about 10 times.
23:00
Speaker 2
And based from the instruction that I was actually looking at here right now in front of me, your phone should be connected, or you should be going to the Wi-Fi settings of your phone, and start looking with the Wi-Fi name of your Canon printer, and that is Canon _GT_, and it should not require any password. And then once after you're connecting your phone to the Canon _GT_ name, and then that's the time that you can download the app. Then after that, once you're already opening the app, and then that is the time that you'll look for your Wi-Fi name, and that Wi-Fi should be coming from the router, and then it will ask for the router's credentials, like the router's name, and the router password, and then once it's connected, then automatically the printer will be connected to your Wi-Fi. That's the whole process.
23:00
Speaker 1
I'm telling you there is something wrong with trying to connect it. It's not the printer, it is your service, is the issue. Because I'm not an idiot, I work with computers all day long. I work with printers all day long. I'm aware of what the steps are, they're just not working. No idea.
24:00
Speaker 2
Okay. Okay. Uh-huh. And uh, have you, have been also... Yeah, I totally get that. No one is telling you that you're an idiot here [silence] uh, Miss Catherine, okay? I was just actually trying to explain everything to you, that that is the very first step that we need to do. Now, can you confirm... Mhm. Okay, so can you confirm to me, Miss Catherine, is your printer carrying an updated driver? Okay. Um, how about with this one, Miss Catherine, can this printer work with a land cable connection? Can you check? [silence]
24:00
Speaker 1
Yeah, of course. Uh, no. Correct. Yes, it did, yeah. Iused to connect it via a WPS button, yes. No. No, it doesn't. [silence]
25:00
Speaker 2
Yeah, can you check it for me, please? Mhm, okay, so it can only work with a a wireless connection then. Uh, let me just, okay. Uh, let me just double check something here. Yes, um, I, I am totally sorry, Miss Catherine, because I totally understand that this was working before. But, uh, that old router that you have, Miss Catherine, does it have a WPS button then, or no? Okay. Cause, um, the one that you have right now, it the feature of WPS button is, I mean, the feature of WPS is no longer available on the Lynksys router that you currently have. Yeah. Um, physically, and on the web browser interface. [silence]
25:00
Speaker 1
well that was stupid yeah I I I I've worked that out it's um it's just it's very stupid to have it removed would you not say
26:00
Speaker 2
browser or on the app you cannot see it because some routers actually have it it's not there physically but you can see it on the app or on the web browser but with the one that you have right now it the WPS feature has been removed I just really want to give you that information okay so that's the Thank you. so uh let me just go ahead and check on what are the other options that we can do about this one okay uh can you give me about three or four minutes let me just check on some other um you know resources that we can use
26:00
Speaker 1
Mike him try and move here if he wants. no. Yeah, I'm trying to work out how I had it. Delete. Right, Register printer. Right, no, that's fine, I've just, I've just did it, I'm, I'm in the Canon app and I've just deleted the printer off of there and I'm going to try and reset it from scratch. Turn on, please in my printer name to appear.
31:00
Speaker 2
It's still not showing up. Okay. OK. OK. OK. OK. Connect your phone to that network. OK. That's that's actually what we need.
32:00
Speaker 1
Yeah. Yeah, it's just taking it's sweet time I think. [silence]
35:00
Speaker 2
with it, as what, as you also know, it may take time like for a few minutes, so let's just wait for it. Because we can, yes, because we cannot proceed on the next step if the phone is not yet connected.
35:00
Speaker 1
no it's still just spinning around and around in circles. [silence] looks like it might take a while. I know how to add, we add the printer, just follow the instructions. When do you think your Link C app will be back up running? Is it tomorrow after the update, do you reckon?
37:00
Speaker 2
There is actually still no update regarding with that one, ma'am. Just to tell you honestly, the cloud service of the lingua app is no longer being supported. So, well, you can still make use of the app, but if you wanted to use the app to manage the router remotely, you cannot use it. But if you only want to use the lingua app to manage it locally, then yes, you can absolutely do it. But for the because
38:00
Speaker 1
Yeah. Okay, no problem. No problem. Thank you very much for help. Thank you. Thank you. Bye-bye.
39:00
Speaker 2
[silence] update, you're trying to access it remotely, um, ok. So, uh, yeah, first thing ma'am is you need to make sure, I believe you already know the process on this one, but if the problem is still going to persist on your, can you try call the manufacturer of printer, ask you if it's carrying an updated driver because the driver of printer can actually cause some issues, ok? So yeah, thank you so much, uh, Ms. Catherin. And, um, just for the record of this conversation, that's uh 13313 1 2 5 Ok. Thank you too. Have a good one.
39:00