V2 Rubric Detail — ae0472b2-7bb4-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-09 16:38
Duration
29m 26s
Contact
Bob
Issue Type
Printer/Device Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00136557
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Printer cannot connect to wifi
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical1.56/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall48.8% (-7.2)

V2 Grader Summary

The agent correctly identified the HP printer issue as outside Linksys support scope and referred the customer to the manufacturer (R3 Met). However, troubleshooting was incomplete (R2 Partially Met), and technical diagnostics were deficient (T1 Not Met). The interaction showed partial ownership and communication but lacked full resolution; auto-zero was not warranted as referral was appropriate and no critical failures (e.g., avoidance, discourtesy) occurred.

V1 Case Analysis

Customer unable to connect HP printer to Wi-Fi; sees many devices in Linksys app. Agent guided to router admin page (192.168.1.1 / myrouter.local) but did not resolve printer issue. Suggested contacting printer manufacturer and changing Wi-Fi password.

Troubleshooting Steps
  • Requested router serial number and attempted to locate model number.
  • Guided customer to open a web browser and enter 192.168.1.1 and myrouter.local.
  • Suggested checking the Devices list in the Linksys app.
  • Advised changing the Wi‑Fi password if unknown devices are present.
Key Observations
  • Agent never obtained the router model, which is required for many troubleshooting steps.
  • Repeated confusion between address bar and search bar caused the customer to stay on a search results page.
  • No direct printer‑side troubleshooting (SSID verification, band selection, password re‑entry) was performed.
  • Agent suggested contacting the printer manufacturer rather than exhausting router‑side diagnostics.
Positive Highlights
  • Agent was polite and used the customer's preferred name (ma'am).
  • Agent attempted to guide the customer to the router's local admin interface.
  • Agent suggested a security‑related action (changing the Wi‑Fi password) to address the large device count.
Agent Errors / Gaps
  • Failed to collect the router model number.
  • Did not verify the correct URL/IP address before instructing the customer, leading to repeated navigation errors.
  • Did not ask for or confirm the Wi‑Fi password or SSID used by the printer.
  • Provided no concrete next‑step timeline or escalation path; offered a ticket number but did not create one.
  • Lack of empathy statements and call control; the agent let the customer drive the conversation without clear structure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the printer's inability to connect to Wi-Fi; closed by directing customer to contact HP without confirming a fix.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent attempted troubleshooting by guiding customer to access router UI and check connected devices, but skipped key diagnostics (Wi-Fi band, MAC filtering, security settings).
R3 Met Correct resolution path conf 95%
Agent correctly identified the issue as device-specific (HP printer) and directed customer to manufacturer—appropriate resolution path per support scope.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to apply logical diagnostic process: did not investigate Wi-Fi band compatibility, security settings, or MAC filtering despite customer mentions of 'security problem' and excess devices.
T2 Partially Met Appropriate tools / resources used conf 88%
Agent attempted to use router admin interface (192.168.1.1, myrouter.local) to view connected devices, but execution was flawed due to confusion over URLs and browser navigation.
T3 Partially Met No misinformation conf 87%
Agent correctly advised using address bar for router access but provided garbled instructions (e.g., 'http:// / /myrouter') and failed to recognize UI state, introducing inaccuracies.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent initiated interaction and attempted transitions but lost control multiple times due to miscommunication, customer repetition, and lack of clear agenda.
C2 Partially Met Confirmed understanding conf 83%
Agent used simple terms and repeated instructions when needed but failed to confirm understanding after complex steps and used inconsistent terminology (e.g., 'result page').
Customer Ownership
O1 Met Ownership & empathy conf 90%
Agent owned the case throughout, did not transfer unnecessarily, and provided a ticket number for continuity despite unresolved outcome.
O2 Partially Met Proactive follow-through conf 88%
Agent provided clear next step (contact HP support) and ticket number but did not set realistic timelines or commit to follow-up.
O3 Not Applicable Closure confirmation conf 100%
This was the first interaction; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—the issue was appropriately referred to the device manufacturer.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation took place, so execution of escalation steps is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite and said 'thank you for your patience' but did not specifically acknowledge customer's frustration or repeated effort, missing deeper empathy.
X2 Partially Met Tone & rapport conf 83%
Agent maintained engagement and adapted slightly to customer confusion but pacing was inconsistent, and customer had to repeat information.
X3 Partially Met Overall experience conf 84%
Agent guided customer through router access, reducing some effort, but confusion over URLs and browser use added friction and did not streamline the process.
Call Transcript56 turns · 58 lines
Speaker 1
Speaker 1: [spelling out the serial number] Yes, ma'am, let me give you my serial number and, uh see if it's still uh a viable product. Is it still on the? Speaker 2: Would that help you to begin with? Speaker 1: Okay. Speaker 2: Okay. 29 v is in victory.
00:00
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. Hello. Thank you for calling Linksys technical support. This is Charan. How can I assist you with today? Mhm. Yes, ma'am. Yes. Can you provide a stereo number? Mhm. Yeah. What are you trying to do? Mhm. Uh huh. Are all the lights blinking at the same time? Mhm. No. Just the internet one? Mhm.Oh. Turning lights on, so I'll have to tell you to power reset the device. Mhm. So power reset. Yeah.
00:00
Speaker 1
1-0-C-6-B-8-0-2-1-7-8. Oh, uh, hold on a second. Serial number MAC address. I don't see a model. It says Lynk setup 739. Is that anywhere close? I've got a WPS number.
01:00
Speaker 2
All right, that's a product here. And can you see the model number of the device? OK. Now, let me take a look. Thank you. Thank you. One moment here.
01:00
Speaker 1
I don't see I didn't see a model number on it. Um, we need to check and see if it's working properly because our uh all of our wi-fi is working except for our printer will not connect to the to the uh wi-fi and also we have um a password on there. So we've got like a hundred different uh listings on the wi-fi thing, you know, connections and we don't have a hundred, I mean we've got maybe 10 at the most. So uh it's possible that it's been compromised or our system's been compromised or something. We don't know exactly what to do with that. [silence]
02:00
Speaker 2
right now we're starting one map you just made know what's the problem with this router SilentMm-hmm
02:00
Speaker 1
that might be a security thing, you know? Yeah. not connecting at all. I mean, we have a printer that it just won't connect to the Wi-Fi at all. It goes I've tried turning it off and turning it on, unplugging it and all that stuff and it just it won't connect to our internet. It's asking us to download software to start all over again. And we it's, you know, we were using it before, so we don't know why it's not [silence].
03:00
Speaker 2
Okay. Alright and also may I know, may I know your internet service provider, ma'am? Okay. So when you connect your printer, ma'am, to the Wi-Fi, what's the error message? Mm. yeah.
03:00
Speaker 1
connecting or if you, if it's on the list of items to be connected, yeah, that's what I'm trying to find out. it's a Hewlett. Mm-hmm. Yes. Yes, ma'am. it says download the software to get started, you know, to restart the whole thing all over again, reregistering and all that stuff. So I don't know if it's on the Wi-Fi list of things that are connecting to the internet or not. I don't know if you can pull that up on your end or not. Uh, I called I called Hewlett Packard and he said it was a security problem with the Wi-Fi.
04:00
Speaker 2
I see. I see right. And this printer is working before when you connect it to the Wi-Fi? Hmm. All right. It just said it needs a software update. Um all right. Let me double check here. Hmm. Alright! So what the mm-hmm, yes. What what did you call man?
04:00
Speaker 1
So I don't know if I don't know I have no idea Uh huh Yes, ma'am. I spoke to him briefly. I didn't have time to get into it completely. So, but what I'm trying to find out is why we have so many items attached to our Wi-Fi connection. You know, on the list, it's I'm listening. Uh well, well we have an iPad. We have iPads. So it tells us how many items are connected to to the Wi-Fi. There's a ton of them. So I don't know.
05:00
Speaker 2
So you already contacted the manufacturer of the printer. Where did you find that many devices are connected? Is it on the app or website? in your iPad or is it the link s app?
05:00
Speaker 1
What's connected to your Wi-Fi? I don't know if you can if you can see that from your end or not, what's connected to the set
06:00
Speaker 2
Like where did you find out that there are many devices? Yes, where did you find out if, what are the devices connected to your Wi-Fi? Is it, did you access it on the browser or is it the app, the Linksys app?
06:00
Speaker 1
Linksys Wi-Fi. Linksys system. Yes, ma'am. Yeah, our Wi-Fi is working okay. Our internet connection is working okay, but we can't get our printer to connect to the Wi-Fi. Of course, that's not your problem, but uh, but what would you would you what did you need me to do? Uh, uh uh, you only okay? Okay.
07:00
Speaker 2
I can help find it in my end, man. But try to access a browser. Your iPad is connected to the Wi-Fi, right? All right. Uh-huh. OK. Open a browser. Let's check how many devices are connected. And also, let me see here. Uh-huh. Yes. OK. So on the address bar, kindly type.
07:00
Speaker 1
Uh-huh. 168. Okay. Okay. 192. 168. Okay, yeah. And search. What are we doing? Okay. Okay.
08:00
Speaker 2
and the turbo please and curve please we'll access the Wi-Fi settings or the router settings of your Wi-Fi. [silence] And also I'm just to confirm when you set it up before, did you separate the band or the network like the 2.4 and the 5ghz band?
08:00
Speaker 1
Well, I don't know. We disconnected the internet cable and waited, you know, 20 seconds or whatever and then plugged it back in. The internet came back on, so. Okay. Okay. Okay. 192.168.1.1 Just the numbers that I typed in. That's it. They didn't go anywhere. Here, let me see. Hold on. Okay, I'm sorry. Um, it goes to router, it goes to the the website. Slug admin, log in admin. How do I log in? How
09:00
Speaker 2
of your Wi-Fi? Huh? Huh-huh-huh? Uh-huh. All right. Let's try to check it. Okay. Well, what- what is it showing on the browser right now?
09:00
Speaker 1
on the what page? [silence] yes yes right yes on the Google search bar [silence] [silence] [silence] Thanks for Watching.
10:00
Speaker 2
I see. So you are routed on the result page, result page map. You are not really on that website. Okay. Um, did you input it on the address bar instead of search bar? There's a, uh, there's a long bar on the upper part, corner of that screen. Did you input the one there? Um, it should not be on the search bar, ma'am. it should be on the address bar or URL bar. But let's try the ask this other, [silence] How about this? Type in http:// Oh, no, mom, it should be the other one. But let's try this one instead. Now, delete that one and then type in http:// / /. Yes, colon . / / /myrouter.
10:00
Speaker 1
Okay. Duh. local. Okay. Okay. Okay. It goes to the AI overview and accessing the Lenksch smart wifi router. Um, I mean that's all it shows me. Um, I'm not sure if I still have it or not. Let me look. [silence] Okay.
12:00
Speaker 2
That's local, right? Enter, please. Wait a sec. Do you have a solero?
12:00
Speaker 1
I've got chrome and I used to have Safari, but I don't, I don't know if I do or not. I got chrome and Google and DuckDuckGo. I don't think I have Safari. Oh, yes, I do. Okay, I'm sorry. What? 1192.do.168 And then what after that?
13:00
Speaker 2
all right. I see. all right. So yes, Mam, on the Safari, type in the 192.168.1. one. That one.
13:00
Speaker 1
okay. Okay. Okay. It's going to pulls up a login admin, an AI overview and it goes on for videos and stuff. Okay, let me make sure default IP address. Okay, router configuration center. And then it says to access the admin panel I have to login. login.
14:00
Speaker 2
Alright. Can you click? click login, admin. What else?
14:00
Speaker 1
[KEEP_UNCERTAIN] uh scroll down it's router username and password list how to find your router's IP address, how to configure the router for four oh four yeah so on and so on so [silence] i'm on the router configuration center, it says admin [silence] [silence] login. [silence] And it asks me to login or whoever is supposed to log in.
15:00
Speaker 2
All right, still on the result page. Okay, can we, you are still on the result page, man? All right. Can you delete that one and then change it to my router.local?
15:00
Speaker 1
Got mine? [silence] Got mine. [silence] What do we know? Looking for user? I look user. Interface. Let's see if that pulls up. Okay. Then it tells me how to access a link. Let's say smart Wi-Fi router. Gives me instructions on that. Okay.
16:00
Speaker 2
going to be smart be wise page yes, the user interface.
16:00
Speaker 1
That's it. It's just giving me instructions on how to Do it. Right. Can you do a remote access? [silence]
17:00
Speaker 2
All right, okay One moment here. Okay, let's see. You are still routed to the search page or to the result page, because you should be routed to the alenisxmartWifi page, where you need to access the interface and input the router password. yeah, it's just an instruction. Okay, let me double check. Um, no, I'm not.
17:00
Speaker 1
Okay. okay. okay. Right. Right. Uh, no, it's just asking me to re-register or start, you know, like when you first get your printer and it asks you to, to scan the QR code and, you know, start all over again, like you just bought the printer. Yeah. No, it won't. Mhm. I mean, it's it may be, [silence]
18:00
Speaker 2
I don't have that access here at my end. Because since only the printer is not connected, right, or won't connect to the Wi-Fi because it gives you an error to download a software. I see. All right, and you already unplugged and then re-plugged the printer, but still it won't connect. Okay, got it.
18:00
Speaker 1
something I have to go to HP, and spend three hours on the phone with them trying to straighten it out, but what I was trying to find out, yeah. Yeah. Correct. Yeah. Uh-huh. Right. Okay. Well, what I'm trying to find out also is I'm not sure how we did this, but uh somewhere on the iPad, it tells you what all the devices that are connected to the Lynx it. Okay. there's like hundreds of them on there, and we don't have that many, we'd have maybe 10 or 15 maybe at the most.
19:00
Speaker 2
Mhm. because if that's the case, because if this is the case, then since you mentioned that some of our the devices are working and connected to the Wi-Fi and only the printer is not, you really need to contact the manufacturer directly so that they can assist you on how to connect their printer to the Wi-Fi. Mhm.
19:00
Speaker 1
And we-we don't have a way of telling whetherwhat to do with it. Okay. Hold on just a minute. Yeah. Hold on. How did you find all of the devices that were connected to the Range? Okay. Taketa, Sadie, is your Jonathan?
20:00
Speaker 2
Yes, and that is why. Yes. Yes, ma'am. That's why I'm asking if where did you um check that one out, if it's a from the website or from the app so that we can double check if it is from the Link service website or from the Link service interface. [silence]
20:00
Speaker 1
Hold on just a second. It's that what you did. Yeah, I got logged into the link. Okay, because he has the lynx's app on his iPad and I don't. He's trying to log into it.
21:00
Speaker 2
well we want to have the dr. Chike Okay, I see.
21:00
Speaker 1
0. 5 6 60 10 zero. this thing is being recorded okay he's into it he's logged in and he's it's getting the router settings okay I'm on the router itself. That's the last five connections and stuff, but total total devices, it says 484. Yeah, 486. 486 devices. We don't have 484 devices, but I don't know. Devices to the internet router. No, that's not. A speed check. I don't need a speed check. I don't think. There you go. Devices to internet. It's asking me to do a speed test. Should I do that or?
22:00
Speaker 2
Did you click devices? Are they connected devices or offline devices? Just click the devices.
23:00
Speaker 1
Shouldn't do that. Okay, let me. He doesn't. I got to clear this out. Unfortunately, my iPad is dumbing. There you go. Okay. I still don't have my three lines, though. So, let me go back to another one. here. Yep, you went up here. the wrong page, but okay. All right. [silence]
24:00
Speaker 2
All right, just click the three lines on the upper left corner of the screen. Can you see it? Mm-hm. [silence]
24:00
Speaker 1
How do you know I've got 15 devices? Yeah. How do you know? I mean. The blue picture tells you, like this one's white. That's not connecting. Okay. I think. Most of them are connected, like television, iPads. Yeah, pretty much. What's this one? That's the link. Yeah. [silence]
25:00
Speaker 2
So 15 devices are connected when you click the devices. All right, are they connected devices or offline devices? I think you can recognize that devices that are connected, the 15 devices. Um because the other devices are I think they are offline. Maybe they're
25:00
Speaker 1
That's offline.
26:00
Speaker 2
If... Mm-hm. If there is a device there, ma'am, that you don't recognize, what I can highly suggest is for you to change the Wi-Fi password of your Wi-Fi. But if you change some settings of your router, the devices that are connected to your Wi-Fi will be disconnected and you need to connect it manually using the new pass...
26:00
Speaker 1
Oh, brother. We don't see we don't see any printers. There's no printers on here at all, is there? Not that I can see. Yeah, it's not. But it's the bottom is showing. I don't know. Go ahead. I'm sorry. I was I was going to say that at the bottom of the page it says offline devices 106. So, the printer might be in there somewhere. I don't know. Let me see that something.
27:00
Speaker 2
for the password that you will be creating. But since, yeah, because it's not yet connected. That's why it's not showing there. Right. So for that, mmhmm. I just go ahead, ma'am. [silence] but on the offline device, there are options for you to remove that one. Just click the device. If you bought, [silence]
27:00
Speaker 1
Okay. Okay. Okay, so okay, okay, okay, okay. yeah Yeah. Okay. Okay. No, that's Okay. That's Okay. I'll just call back if I need to. I'm thinking it's going to be one of these offline devices somewhere that's not connecting to the printer. It's not listening. You know, Yeah, it is. That's the printer right there. Okay. And is it online or No, it's offline. Okay, well you need to turn it back on then I don't know. Offline. I have to go to the printer and
28:00
Speaker 2
If you are bothered, if you are bothered to see if how many devices are connected. And if this is the case, then try to contact your manufacturer directly from the printer, uh, of your printer. And if still there is an issue then you can contact us back so that we can try to double check your router. Good. I can provide you a ticket number so that you will not repeat yourself. Um, in case you will contact us back. [silence] and then the person is just kind of stammering um, [silence]
28:00
Speaker 1
and log it in and register it, but okay. All right. Well we got you for part of the problem anyway. So we'll call the printers and see if they can help. thank you. Thank you for your patience. You're welcome. You too.
29:00
Speaker 2
mm-hmm. all right. all right ma'am, thank you so much for contacting assist. you're welcome ma'am, and have a good one. bye, for now. [silence]
29:00