V2 Rubric Detail — b0f378da-6e10-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 08:02
Duration
12m 22s
Contact
Stuart Wilson
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Rubie Rosa Levi
HappyFox Case
#LTS00134187
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separate the 2.4 GHZ and 5GHZ
⚠ 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

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership2.50/5
Escalation0.00/5
Customer Exp1.79/5
Overall18.6% (-37.4)

V2 Grader Summary

The agent failed to resolve the WPS connectivity issue, offering an incorrect and disruptive solution (band separation) without proper diagnostics or tool use. Despite customer objections, the agent persisted with an inappropriate path and did not escalate. While some basic communication and documentation occurred, the interaction resulted in no resolution and increased customer effort, warranting an Unresolved outcome.

V1 Case Analysis

Customer unable to connect wireless printer via WPS on LN1400. Agent incorrectly advised separating 2.4/5 GHz bands instead of enabling WPS through web interface (http://myrouter.info). Customer declined changes to avoid network disruption. No resolution achieved.

Troubleshooting Steps
  • Identified router model as LN1400.
  • Collected serial number from customer.
  • Incorrectly recommended separating 2.4 GHz and 5 GHz Wi-Fi bands as a solution for WPS printer connection.
Key Observations
  • Agent provided materially incorrect technical advice: separating Wi-Fi bands is unrelated to WPS functionality (KB: universal_wps_setup.md).
  • Failed to consult KB guidance: LN1400 supports WPS but may require enabling via web interface (http://myrouter.info).
  • Did not offer correct WPS solutions: push-button (if enabled) or PIN method via router settings.
  • Customer explicitly stated existing network works perfectly and did not want changes, yet agent persisted with disruptive recommendation.
  • No escalation, self-help article, or alternative path offered despite customer’s expressed need.
Positive Highlights
  • Correctly identified the need to collect model number and serial number for documentation purposes.
Agent Errors / Gaps
  • Materially incorrect technical advice — suggested separating 2.4/5 GHz bands to enable WPS printer connection, which is not supported by KB and does not address the issue (transcript [02:00]–[09:00]).
  • Failed to verify WPS capability or guide customer to enable WPS via web interface at http://myrouter.info (required for SPNM-series and LN1400 under Community Fibre).
  • Did not mention or offer the WPS PIN method as an alternative when no physical button is present (KB: universal_wps_setup.md).
  • Did not create or reference a HappyFox case number.
  • Pushed configuration changes despite customer’s explicit objection and concern about network stability.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer explicitly declined action: 'I'm just going to leave it at the moment... please don't change anything.' No resolution achieved.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped WPS diagnostics and immediately recommended band separation, which is not a valid troubleshooting step for a WPS button issue.
R3 Not Met Correct resolution path conf 96%
Agent proposed an unnecessary configuration change (band separation) that risked disrupting working devices instead of checking WPS settings first.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No diagnostic process: agent assumed band separation was required without verifying WPS availability or printer compatibility.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not attempt to access router settings via http://myrouter.info or use any tool to verify WPS status, despite it being necessary.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated band separation is required for smart devices to connect, contradicting KB: WPS works on combined bands.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent attempted to gather info and explain steps, but failed to respect customer’s refusal and allowed long silences.
C2 Partially Met Confirmed understanding conf 92%
Agent used simple terms but failed to adapt when customer expressed concern, repeating the same suggestion despite resistance.
Customer Ownership
O1 Partially Met Ownership & empathy conf 94%
Agent collected serial number and documented case, but did not own follow-up—left initiative entirely to customer.
O2 Partially Met Proactive follow-through conf 91%
Agent suggested customer call back later, which is a next step, but no timeline or proactive follow-up was offered.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue remained unresolved with incorrect guidance; warranted escalation to L2 was not made.
E2 Not Met Escalation prep & handoff conf 94%
No escalation occurred, and agent did not initiate or describe escalation path.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent acknowledged customer’s hesitation but continued pushing unwanted changes, showing limited empathy.
X2 Partially Met Tone & rapport conf 91%
Agent maintained a calm tone but failed to adjust approach when customer expressed anxiety about disrupting network.
X3 Not Met Overall experience conf 96%
Agent introduced a complex, risky change (band separation) that would force reconnection of all devices, increasing customer effort.
Call Transcript23 turns · 24 lines
Speaker 1
Good morning. Yes. We recently had a new broadband supplied by community fiber. So we've now from from last week we've now got Linksys routers and extenders in our house. Um I've been able to connect nearly all of the devices that I need to, but the one that I'm struggling with is our wireless printer which requires uh me to press the WPS button on the router or the extender. Um but I don't see a WPS button uh unlike my old uh extenders used to have. I'm hoping you can help me get connected, please.
00:00
Speaker 2
Welcome to link-sys support to assure quality service. Your call may be monitored please remain on the line for assistance. Thank you for calling link-sys this is Ruby how can I assist you. Uh-huh. Uh. Sure. Yes sir. I'll do all my
00:00
Speaker 1
[silence] Yes. [silence] Uh, Virgin Media. [silence] Uh, three. So one is the one that's connect, yeah, one is connected to the modem, and then there are two that are being used as sort of uh range extenders. So three in total. Correct. Uh, is that a question or a statement?
01:00
Speaker 2
My guess to access you to your successfully set up or install the Lynx SYS device is it there you transfer to a new internet service provider which is community fiber?
01:00
Speaker 1
I think just from looking at the pictures on your website, I think it's the LN1400. I don't know what you mean by that. Sorry. When you say the name you mean the sort of the name that I see when I'm connected.
02:00
Speaker 2
[silence] Yeah, so 3 knows has the same model number, sir, and what's the model number? LN 1400. Ah, okay. So um, cuz uh usually serve for uh smart device to work, though you mentioned about WPS button, but for other device, okay, for it to work, uh it needs to be uh separated. We need to separate the 2.4 and the 5 gigahertz. So, um, I asked is the 2.4 and the 5 separated? Okay. Um what is the name of the Wi-Fi, sir? Yeah. The Wi
02:00
Speaker 1
community fiber 10 GB so 10 gigabytes. at 0 A3 CC. No, I don't I don't think there are. It just comes up once. okay.
03:00
Speaker 2
correct. Okay. Okay. Can you. Can you check on the Wi-Fi list on your phone? Can you check if there's two Wi-Fi name showing? Because if you can see two Wi-Fi name showing, it means that the two bands are separated. Okay. Okay. So, instead of the W-PS button, which you mentioned that there's no WPS button on this model, so we are going to separate the 2.4 and the 5. Because as what I have said, smart device will work on the 2.4 gigahertz. But before we proceed Sir, to separate the 2.4 and the 5, may I ask if this is your first time calling Linkes. Okay. Sir, allow me first to go [silence]
03:00
Speaker 1
[silence]
04:00
Speaker 2
Gather some of your information to create your case on the system.
04:00
Speaker 1
UK on what sorry sorry I'll just need to go and get it one moment when I look at all the when I look on the internet on FAQs on Chat GPT etc it tells me that I can just activate the WPS using a soft button by creating an account is that what we're going to do.
05:00
Speaker 2
Okay. Let me repeat. So it's your name. First name is Stuart J. Wilson at Yahoo dot CO. Okay. Thank you. Your internet service provider is community fiber. Sir, can you provide to me, sir, the serial number or one of the serial numbers on the nodes? You can provide to me. The serial number of the parent node or either. Okay. Okay. [silence] Uh, no, sir. We are going to access the router settings.
05:00
Speaker 1
OK. Everything else is working perfectly. I don't really want to start changing things dramatically if it could impact all of the other things that are already working okay. Do you know what I mean? Yeah, no, I I I don't want that. I don't want that. We can't have that. Everything else is working fine. It it but it just all of these things online suggest that I can do the WPS by logging into an account and there's a soft double IPS button, which means I do it via a software thing rather than anything else. Does that does that make sense? [silence] [silence] [silence] on on various FAQs on the LinkedIn, uh, not LinkedIn, Linksys website, [silence] [silence] I don't I don't want to change what you're describing, no, because um, I don't everything else is working fine and and, you know, this is a working day here. I can't afford to have everything other things drop out. Um, [silence] as I say, there's there's something about you you can do it all if you log into a like a links you you you have to create your own link
06:00
Speaker 2
Yes, sir. And who informed you that about WPS buttons? Yes, sir, because there are instances that there's no WPS button. So we really need to separate the 24md and the 5 G for the smart device to connect. But I do understand if you don't want to proceed to change anything right now, or just let me know.
07:00
Speaker 1
Yes. Okay. Sorry, but you're, you're keep keep talking about separating the two point whatever and the five, but then you told me that could cause other devices to drop out. I don't, I don't, everything is set up with the exception of one device. I don't want it to change. I don't want it to cause problems with any of the other devices that have already been set up.
08:00
Speaker 2
uh there's really no need to create an account uh sir we just need to access it via the browser if you have the link SEL application well we cannot separate the 2.4 and the 5 using the Linksys application so we really need to access the router settings sir we are not really changing uh but we're just separating it Oh okay so how about this one sir because that's the only uh that's the way actually for the smart device to connect it should be to the 2.4 which we're about to separate and then yes sir I do understand your uh your
08:00
Speaker 1
When you, sorry, when you say, reconnect it back, what do you mean by that? What would I actually need to do? Okay, will I need to, will it will I need to put in a different password or will it just automatically then try and connect again? [ silence ]
09:00
Speaker 2
There are other devices that will disconnect, but you need to simply reconnect it back. So, yes, you can have time to think about it. But how about this one, sir? Uh-huh. Other device. Device will disconnect. Not only for 2.4. Uh-huh. From the WiFi. [silence] The same password because we are only separating the names. Uh-huh. That means we are editing out the WiFi name. Uh-huh. So, for example, your existing WiFi name is, just an example. Uh-huh. Stuart Wilson. Uh-huh. So, in separating the bands, you just need to put on the, 2.4, for example, Stuart Wilson underscore 2.4. Uh-huh. That is for the 2.4. Uh-huh. And then for the five, you can just leave it as it is at Swa-, or put underscore 5 gigahertz. Uh-huh. [silence] For the 2.4, you just need to change it as Swa-, two examples. Uh-huh. But for the 5, uh-huh. Is is AS IS ASWAR or from the Swa-? Just go ahead, SIR. Uh-huh. We have SWA-. Just go ahead, install. Okay, let's install.
09:00
Speaker 1
Okay, I think I'm just going to leave it at the moment. I I I'm doing something else that means like I can't afford for it to go wrong this morning, if that makes sense. Um, okay, I'm just going to leave it for the time being. Okay? Yes, of course, one minute, but please don't do anything with it. Please don't, don't change anything. Just, uh, is it, is it the model, is it the model number or the one? Is it on the S/N? Is that what it means?
10:00
Speaker 2
We are mainly editing the Wi-Fi name to separate it. But for the password, you can just leave it as it is. Uh yes, sir. Cuh. Okay. Uh how about this one, sir? Uh so you can give us a call once you decide, but uh can I have the serial number of the Linksys device? So I can document it here, attach it to your account and I'm gonna take your call. Thank you sir. Of course. Uh no sir I cannot access your system, we don't have access for to change anything. Serial number.
10:00
Speaker 1
Give me the serial number. I mean, it's written very small actually, to the extent I can't actually read it. One moment please. So it's: seven, two, E for Echo one, zero. M for mother two A F. So that's Alpha box drop, one six nine, seven, six. Sorry, one moment, I can't actually. Sorry, what did I say? seven, two, E, one, zero, M, two, A F, one six nine seven six. Yeah.
11:00
Speaker 2
Mm-hm, mm-hm, mm-hm.
11:00
Speaker 1
Okay. All right. Thank you very much. Bye.
12:00