V2 Rubric Detail — b6a3e26a-820b-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 18:17
Duration
13m 38s
Contact
702-249-9232
Issue Type
Printer/Device Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Joziel Licmoan
HappyFox Case
#LTS00136745
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN1100_HP printer cant connect to the network
⚠ 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

Resolution5.00/5
Accuracy5.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall4.3/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall100.0% (+14.0)

V2 Grader Summary

The agent correctly diagnosed WPA3 incompatibility as the root cause for the HP printer’s connection failure on the LN1100 router’s 2.4 GHz band. By switching security to WPA2-Personal only via the router interface and guiding a printer power-cycle, the issue was fully resolved. All interactions were technically accurate, customer-centered, and completed without escalation or critical failures.

V1 Case Analysis

HP printer failed to connect to LN1100; resolved by changing 2.4 GHz Wi-Fi security from WPA2/WPA3 mixed to WPA2-Personal only. Printer connected after power cycle.

Troubleshooting Steps
  • Verified current 2.4 GHz Wi-Fi security mode (WPA2/WPA3 mixed)
  • Changed 2.4 GHz security to WPA2-Personal only
  • Applied changes and instructed customer to power-cycle the printer
  • Confirmed printer connection status (solid blue light)
Key Observations
  • Agent initially misdiagnosed the issue as printer-related, recommending contact with HP support before investigating router settings
  • Correctly identified and resolved the root cause by adjusting Wi-Fi security to WPA2-Personal only for legacy device compatibility
  • Provided clear, step-by-step instructions and confirmed resolution before closing the call
Positive Highlights
  • Correctly diagnosed and resolved the root cause by adjusting Wi-Fi security to WPA2-Personal only
  • Provided clear, step-by-step instructions for changing security mode and power-cycling the printer
  • Confirmed resolution with the customer before ending the call
Agent Errors / Gaps
  • Initially suggested the issue was on the printer side and recommended contacting HP support before investigating router settings, contradicting KB guidance that WPA3 mixed mode commonly blocks legacy 2.4 GHz devices

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 99%
Printer successfully connected after changing 2.4 GHz security to WPA2-Personal and power-cycling; customer confirmed solid blue light and resolution.
R2 Met Diagnostic thoroughness conf 97%
Agent guided customer through power-cycle, verified Wi-Fi settings, changed security mode, and confirmed connection—logical, sequential troubleshooting.
R3 Met Correct resolution path conf 96%
Correctly identified WPA3 incompatibility as root cause and applied best-fit resolution (WPA2-Personal only) without dismissing issue or misusing warranty status.
Technical Accuracy
T1 Met Technically accurate info conf 98%
Agent identified symptom (printer sees SSID but fails to connect), checked security mode (WPA2/WPA3 mixed), and logically deduced WPA3 conflict as root cause.
T2 Met Appropriate tools / resources used conf 95%
Used router web interface appropriately to verify and modify security protocol—necessary tool for diagnosing and resolving legacy device connection issue.
T3 Met No misinformation conf 99%
Technical guidance was accurate: WPA2-Personal is required for older 2.4 GHz devices; WPA2/WPA3 mixed mode blocks legacy printers like HP per KB validation.
Communication
C1 Met Clear & professional language conf 94%
Set clear expectations ('change security mode, reboot printer'), maintained control throughout, and guided interaction through structured steps without losing focus.
C2 Met Confirmed understanding conf 95%
Used plain language ('WPA2-Personal only'), confirmed understanding ('Do you want me to try to connect the printer again?'), and adapted to customer’s pace without jargon.
Customer Ownership
O1 Met Ownership & empathy conf 99%
Agent owned case end-to-end, performed fix directly, and did not transfer or avoid responsibility—closed with resolution and offered further assistance.
O2 Met Proactive follow-through conf 97%
Provided specific next steps ('change security, reboot printer'), confirmed completion ('It did connect, sir'), and closed with resolution and callback offer.
O3 Met Closure confirmation conf 96%
Referenced LN1100 model and prior Wi-Fi settings without re-asking details (‘I’m logged into the router... It says WPA2-WPA3 mixed’); maintained continuity from start to finish.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue resolved at L1 with no complexity beyond L1 scope, customer complaint, or legal-risk signal.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution is not applicable.
Customer Experience
X1 Met Customer effort minimised conf 93%
Polite, patient, and empathetic—thanked customer, acknowledged successful outcome sincerely (‘You’ve been very helpful and I sure do appreciate it’), and remained composed.
X2 Met Tone & rapport conf 94%
Matched customer’s communication style (efficient yet warm), checked comprehension (‘Do you want me to try to connect the printer again?’), and kept dialogue engaged until resolution.
X3 Met Overall experience conf 95%
Reduced customer effort: agent-side configuration via router UI eliminated unnecessary repeats; customer only performed power-cycle and single connection attempt after settings change.
Call Transcript22 turns · 25 lines
Speaker 1
[silence] Hi, yeah. I just purchased and installed a new Linksys router and everything went great. Every device connected to the router except my wireless printer and it it shows it shows my router, but it it won't connect to it. Is there anything special I need to do for the printer? It's an HP.
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. Thank you. I calling __, this is your how can I help you sir as for your printer Sir, what's the brand of your printer? HP and then
00:00
Speaker 1
Up my router? Yeah, it's six O C 1 O M as in Mary, 1 4 E 0 7 5 9 9. You're welcome. My name is Jody Wright and my email is J L W 8 at cincinnati.rr.com. My callback number is 702-249-9232. I'll walk [silence] Right. Everyone except the printer. It's like the printer doesn't or the router doesn't see the printer. I go to put the printer to it and it it shows my router name on my printer screen when I when I do that. But when I go to connect it, it says connection fails. And it doesn't show up on my router list either. You know my list of devices, I don't see it on there. So it's apparently doesn't see it for some reason. Yes. Uh-huh. It does show that it shows the uh router name on the printer. It's a 2. 4. It's the 2. 1 is it 2.4? I think it is. My printer is. [silence]
01:00
Speaker 2
but so you have your DL and 1100 and then so far all of your devices are working fine right hmm but the Wi-Fi names are is it showing on the HP on the printer? Yes 2.4 and 5. You and I understand that.
02:00
Speaker 1
Uh-huh. I, I, yeah, I unplugged it the other, yeah, yesterday, unplugged it, and I, I suppose I waited probably five minutes or so, and then plugged it back in, and the printer rebooted and everything, and, uh, and then when I go in to add it to the router, it, it sees, cuz my, my name is Jody D. W on the, on the router for the 2.4, and it shows up that, but when I go to put in the pass phrase, it, it doesn't connect, it says unable to, to connect to the router.
03:00
Speaker 2
Have you tried to turn off your have you tried to turn off your printer and plug it and then wait for two minutes and then plug it back in and then try to connect it back to the Wi-Fi. [silence]
03:00
Speaker 1
I'm sorry what was that? Yes, uh huh. Yes, I sure did. I've done it, I've tried it several times and it just doesn't want to do it. [silence]
04:00
Speaker 2
and right, time write, the Wi-Fi password that the LN eleven hundred, right? The pass phrase. You in, okay. You in put the correct Wi-Fi password. Okay. Have you maybe you can try the since other device are working fine. And then since the LN eleven hundred uses the WPA two security, so there should be no problem when you connect the HP printer. Probably it's actually on the printer. Um you can try, so if you have an option on the printer, you can try to do a reset net network, um reset net. network option for the printer. So it will restore the wireless Tings of your print so it can try to connect to the Wi-Fi via the 2.4. If not, then we actually may need to try contacting HP so they can help us what we'll probably have to do on that one, since so far every device that you have is working fine, and then you were also able to put the correct Wi-Fi passwords. So it's probably on the wireless side of the HP printer that needs to be restored to default.
04:00
Speaker 1
and then you you push a button and and the printer gives a a a code that you can enter in your router and I did that and then it it searched for it and it said you're now connected to the Wi-Fi but then it still didn't show up and then after a few minutes it said was unable to connect it acted like it saw it for a few minutes but but it never showed up on my on my list of of of things that are on the router it never did show up on it and the blue light on the printer the blue light the blue light on the printer for the for the Wi-Fi it just keeps flashing it doesn't go solid on the printer.
06:00
Speaker 2
Mm-hmm. Uh-uh. Okay. Well, reportedly, sir, as for the printer, can you try to log in sir? Um, let's try to log into the web interface of the
06:00
Speaker 1
I'm logged into the router, as we speak. I've got I've got the device list up right now. Okay, let me see here. Wi-Fi. Okay, I'm there. Uh-huh. 2.4. Uh-huh. It says WPA2-WPA3 mixed. Mixed. [silence]
07:00
Speaker 2
I just need to double check something there. Can you try to log in? Okay. Go to the Wi-Fi setting, sir. Okay. And then you can see 2.45 gigahertz. Okay. Alright, under 2.4, sir, what's the security mode that you have? What's your option for security mode? There's a dropdown with that one, sir. And then kindly select
07:00
Speaker 1
Okay. I I I did that right now. WPA to personal is checked. Okay. Okay. Now you're telling me to change anyone to 5 gigahertz band but yes, it is 2.4. Okay. Okay. Now it says changing security mode. So go ahead and click yes. Okay. Okay. That's all done. [silence]
08:00
Speaker 2
WPA2 personal, let's change the security mode of the 2.4g to WPA2 personal only. Instead of WPA2/WPA3 Mix personal. OK. And then apply sir, hit apply. No sir, just No sir, just 2.4G. Yes. Yes. All right. And then double check sir if that is successfully applied under Wi-Fi settings, if it's already applying it.
08:00
Speaker 1
Oh, okay. Okay. I'm making those changes. It says, okay. I can go ahead and turn my printer off though and get ready for it to turn it back on. Okay. Okay. It's, it, it reset. So go ahead and turn my printer back on. Okay.
09:00
Speaker 2
WASSUP A2 personal there. Try, sir, to power cycle your printer and then try to connect it back to the 2.4. Let's see if it will connect. Uh, okay. Let's wait for that one, sir. OK. Yes, S. a Yes, you can turn it back on now, Sir.
09:00
Speaker 1
OK, the printer is back on and it's the little blue, Blue light is flashing. Do you want me to try to connect the printer again? But. Uh, oh. Do you want me to go to wireless setup wizard? Okay. Yeah, I'll put it in my paraphrase. Okay, here.
10:00
Speaker 2
you say, go to the network settings of your printer. yes. wireless setup. [silence]
11:00
Speaker 1
You know, that did it. It's it's it's sure did. It's solid blue now on it. You did the trick.
12:00
Speaker 2
It did connect, sir. Okay, that's... That's good, sir. I think it conflicts, sir, with the WPA 3 because there are, um, there are 2.4 devices that are actually unable to connect with the WPA 3 security. So we just used the standard security protocol for your 2.4, which is the WPA 2 personal. So it did connect your 2.4. So other of your devices for 2.4 devices, they should be good, sir, in case you have other obstacles there. But for your devices 5, you can set them, sir, to WPA 3.
12:00
Speaker 1
Okay. So, I, I think I have a couple other 2.4, so they, it won't affect them at all. Okay. Well, listen, thank you so much for your help. You've been very helpful and I sure do appreciate it. Okay, thank you and you have a good weekend. Thank you. You too. Bye-bye.
13:00
Speaker 2
no it won't uh sir you're welcome sir thank you as well so for taking the time calling links if you have any additional concerns or questions just feel free to give us a call so we can assist you ok you as well so you have a good weekend take care bye bye
13:00