V2 Rubric Detail — cf2595c0-6b6a-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 23:09
Duration
29m 34s
Contact
Zan Dixon
Issue Type
Printer/Device Setup
V2 Outcome
Successful Resolution
V2 Band
Developing

Agent & Case Context

Agent
Kharla Mae Proel
HappyFox Case
#LTS00131297
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Initial setup
⚠ 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

Resolution5.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall3.9/5

V2 Rubric Scores

Resolution4.06/5
Technical4.06/5
Communication2.50/5
Ownership4.29/5
Escalation5.00/5
Customer Exp2.50/5
Overall76.0% (-2.0)

V2 Grader Summary

The agent successfully resolved the issue by correctly identifying that the Brother printer required the 2.4 GHz network (Dixnet2134) and guiding the customer to use the correct password. Resolution was confirmed with successful printing from both iMac and iPad. While communication and call control were inconsistent, the technical path was accurate and complete, resulting in a full resolution without escalation.

V1 Case Analysis

Customer unable to connect Brother printer to main Wi-Fi (Dixnet2134); only guest network (Dixnet213) visible. Agent guided to router UI (192.168.1.1), retrieved Wi-Fi password, and connected printer to 2.4 GHz network. Printer now prints from iMac and iPad. Issue resolved.

Troubleshooting Steps
  • Confirmed printer only detects guest SSID (Dixnet213) and not primary network (Dixnet2134).
  • Verified printer is within 2–3 feet of router.
  • Guided customer to access router web interface at http://192.168.1.1 to retrieve Wi-Fi password.
  • Instructed customer to connect printer to 2.4 GHz SSID (Dixnet2134) using correct password.
  • Confirmed successful printing from iMac and iPad.
Key Observations
  • Agent correctly identified that the printer requires the 2.4 GHz network and guided the customer to retrieve the correct SSID and password via router UI.
  • Agent unnecessarily requested a picture via email, causing confusion and delay (08:00–11:00).
  • Agent failed to confirm router admin password before instructing UI access, leading to customer login failure (15:00).
  • Communication was fragmented with long silences, unclear instructions, and poor call control.
  • No serial number or warranty status was collected, though not critical for this issue.
Positive Highlights
  • Correctly identified that the printer requires the 2.4 GHz network (20:00).
  • Provided accurate router IP address (192.168.1.1) for local access (13:00).
  • Successfully guided customer to retrieve Wi-Fi password from router UI after login issue was resolved.
  • Confirmed resolution by verifying printing from both iMac and iPad (25:00–26:00).
  • Explained 2.4 GHz vs 5 GHz compatibility for older devices clearly (25:00).
Agent Errors / Gaps
  • Requested unnecessary picture via email, adding confusion and inefficiency (08:00–11:00).
  • Did not verify router admin password before directing customer to web UI, resulting in login failure (15:00).
  • Provided unclear instructions about 'CA' and 'end user license agreement' instead of directly guiding to Wi-Fi Settings (18:00–19:00).
  • Excessive silences and lack of call control disrupted flow and efficiency.
  • Misidentified guest network as primary during initial questioning (07:00).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms printer is printing from iMac and iPad after connecting to 2.4 GHz network (Dixnet2134). Final confirmation: 'Yep, that worked. One, two, three. Great.'
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about network detection, distance, and password, and verified Wi-Fi bands, but skipped structured steps like checking MAC filtering, DHCP reservation, or band steering — relied on trial-and-error with SSID selection.
R3 Met Correct resolution path conf 95%
Agent correctly identified that the printer only supports 2.4 GHz and guided the customer to use the correct SSID and password — appropriate path for a legacy device compatibility issue.
Technical Accuracy
T1 Partially Met Technically accurate info conf 80%
Agent identified the symptom (printer not detecting main SSID) and asked relevant questions about network visibility and distance, but did not systematically rule out MAC filtering, IP conflict, or security mode mismatches.
T2 Met Appropriate tools / resources used conf 90%
Agent used the router’s web interface (http://192.168.1.1) to verify SSID and band assignments — appropriate tool use for diagnosing network visibility; no remote tools needed.
T3 Met No misinformation conf 95%
Agent correctly stated that the printer only supports 2.4 GHz and must connect to Dixnet2134; provided accurate guidance on SSID and password use consistent with KB documentation.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent framed the issue and eventually resolved it, but call flow was disjointed with unclear transitions, repeated requests for info, and unexplained silences; regained control later in the call.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms and explained 2.4 GHz compatibility, but gave confusing instructions (e.g., 'click on C-A') and failed to confirm understanding of key steps; some adaptation but inconsistent.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, performed troubleshooting, and did not transfer — stayed with the customer until resolution was confirmed.
O2 Met Proactive follow-through conf 95%
Issue was fully resolved during the call; no pending actions or disconnect/callback commitments were made.
O3 Partially Met Closure confirmation conf 75%
Agent asked for a ticket number but did not reference prior troubleshooting by 'May'; used customer’s email and device info to pull record, but missed continuity on previous steps attempted.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
No escalation was warranted — issue was resolvable at L1 and was successfully resolved without escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent did not explicitly acknowledge frustration early, but remained patient and solution-focused; closed with polite and professional tone, showing basic empathy.
X2 Partially Met Tone & rapport conf 80%
Agent adapted slightly by explaining 2.4 GHz limitations in simple terms, but used confusing language at times and did not consistently check for comprehension.
X3 Partially Met Overall experience conf 75%
Customer had to send a picture via email and navigate the router UI with vague guidance, increasing effort; however, agent avoided unnecessary repetition and eventually guided to resolution.
Call Transcript50 turns · 53 lines
Speaker 1
Hi, Carla, I just recently updated our Linksys system. Oh, gosh, it's loud there.
00:00
Speaker 2
Welcome to linksys support. To ensure 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. [silence] Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. Thank you. [silence] Thank you for calling Linksys, this is Gaila, how may I help you? Hi there. Okay. Uh, sorry for that one, ma'am.
00:00
Speaker 1
um, can, uh, and everything went on, the network was working except for the printer. I just tried to use the printer today. And it's not working. And when I pressed uh, Wi-Fi, it, uh, it's not giving, it's not giving me the new selection. Correct. Correct. It's a brother, uh, laser. You want the model number? There's a couple of iPads, there's an iMac. There's uh, telephones. Everything is connected and
01:00
Speaker 2
Okay. Yes. Like it won't detect the name? from your router? Okay. All right. So the problem here is one device cannot uh not connected to the network and that's the printer. What's the brand of this printer, ma'am? No need ma'am. And by the way, aside from this printer, what are the other wireless devices connected to the network? [silence] Mhm.
01:00
Speaker 1
Everything was working. We didn't test the printer and now the printer's not working. Oh, I don't know. 310-344-7771. Correct. Yeah.
02:00
Speaker 2
Okay, yes, so, do you have a okay? Okay, ma'am, um, by the way, um, ma'am, Yes, what is the um, um, ticket number if you were provided so that I can pull up your record? Okay. Uh, Let me just, uh, check with your phone number instead, ma'am? Can I have your, um, phone number? Uh huh. Okay. Okay, the, um, phone number again, that's 310-563-1177, correct? Okay. Let me just pull up your record.
02:00
Speaker 1
yes, that's me what Amux6200 yes not it's detecting it's detecting xant guess it's my guest network but it's not it's not detecting the our main network, which is [silence]
03:00
Speaker 2
I was able to um pull up a record here, ma'am. It's um under Ms. Zan Dixon. And the email address is Zan2323 at gmail.com and your linksys device is an mx6200 and you've got three of this, right? Okay. And just only the printer will not connect to the network. Okay. Again, Ma'am, when you go to the printer's wireless, um does your printer detect the network name? Okay. So it won't detect. Um, how far is your printer from your router? okay okay. All right. And kindly, um, have you tried turning off, turning on your printer? Uh, yes, can you try it by turning it off?
03:00
Speaker 1
I am turning it back on. Everything is better than I expected it to be.Uh, 3 feet, maybe two feet right next to it. Okay, now go to the Wi-Fi again, see if it's there. [silence]
05:00
Speaker 2
Okay, how far this printer from the node map okay? yes [ silence]
05:00
Speaker 1
You know, it's picking up. When I was on the phone with the with your previous customer service person, uh, May, I think her name was May. She said, up, too. She set up one that ended in 2134 and one that ended in 213. But after after she did a lot of troubleshooting, we didn't need the one that ended with the four. But that's all that's picking up here. Does that make sense? The guest network and also the old network that she helped set up while we were troubleshooting. It's It's called Dick Street. It's a time to get a camera.
06:00
Speaker 2
Okay. Um, yes, ma'am. Um, do you have a, uh, can I have your, right now, the only thing that has been detected is your, um, guest network. Um, what is that network name, ma'am? Aside from the guest network.
06:00
Speaker 1
Yeah, yeah, they're I have both right next to me. Okay. Hold on one, okay. Okay. Yeah, okay. It's connected to the right one. Dixnet213. Can I send you a picture? Is there anywhere you can explain?
07:00
Speaker 2
okay um let's double check what is your Wi-Fi password do you have a wireless device right now like iPad or iPhone okay on your iPad right now can you click on settings tap on settings and then after settings you go to Wi-Fi and then you get on Wi-Fi if this iPad is connected to what network hum okay hold on
07:00
Speaker 1
It's got a picture of networks. And that'll help you understand what's going on here. Okay. Okay. [silence]
08:00
Speaker 2
What picture? Is that the picture of the Wi-Fi or... okay. Let me just... hold on. I'll send you an email first and then reply to that mail mannequin, can you go to the waiting room without that?
08:00
Speaker 1
Okay. Mm. Raise a technical support. Yeah, I replied to this with the picture. [silence] from us to you.
09:00
Speaker 2
All right, ma'am, did you receive it? I sent it to your email already. Thanks for calling me. Okay. Yes, just reply and then attach the picture. Okay, so they're nasty.
09:00
Speaker 1
Hold on. I was waiting for the, I was waiting for my pictures to upload and now I just uploaded. [silence] Okay, I sent it.
11:00
Speaker 2
yes ma'am did you send it already okay all right [silence]
11:00
Speaker 1
by that. I can see the dixnet 2134. but what do you say yeah but we disabled it so not sure what the pass word is.
12:00
Speaker 2
uh uh okay all right let me let me just uh okay let me just check ma'am um on your printer ma'am um you cannot see the dexsnet 213 and dexsnet 2134 uh huh okay can we connect to that network on the printer ma'am
12:00
Speaker 1
[silence].
13:00
Speaker 2
Ah, so yes. Can we access the link on its web page, just open a browser, and so that we can check what's the password for that? Because, and then we we'll double check also, which one is in the 2.4 or the 5 gigahertz network, okay? So we so that we can identify we can identify uh the printer, which network to connect. Hm? Okay. Uh I know. 192 ma'am, 192.168.1.1.
13:00
Speaker 1
Okay, let me, it has here. Okay. Yeah, get into the Linux router.
14:00
Speaker 2
[KEEP_UNCERTAIN] if it's asking now for the password? okay um to check that, ma'am, click on C-A once you're in the links page. um at the bottom of that page, you click first on C-A. okay um um um all of your wireless devices.
14:00
Speaker 1
It's saying incorrect capital password, but I know it's the correct password. I don't know. But I'm the rep. Yeah, well, first I have to get into the racing, to see what word it is. That one. But it's not letting me get it. Yeah. Oh, yeah.
15:00
Speaker 2
Okay, um, we only under router access. And this is the router password, ma'am. And this is like kind of different from the, uh, Wi-Fi password. Um, okay.
15:00
Speaker 1
Hold on one second. Let me see what the recovery key is here.
16:00
Speaker 2
all right.
17:00
Speaker 1
One second. Allot. I'm in the router now. At the bottom. On the left or? Um, no, I'm on smart Wi-Fi.
18:00
Speaker 2
Allow me to give you some instructions, okay? And there's not... Okay, so that is random young, not, not factory reset and it hard enough. It's factory resetting the Windows. You just have the Bristol, who will restart, right? Okay, okay. Um, kindly scroll down first, Ma'am, then try to check at the bottom if you have the option CA. Yeah, you have to scroll down look for CA and you can see the end user license agreement, right? Yes, um
18:00
Speaker 1
Yeah, it says end user license, privacy settings, third party licenses, or zero KLA P each okay, I found it. Yeah, I'm here. The five gigahertz is the next. Correct.
19:00
Speaker 2
under Smart Wi-Fi tools just scroll down to the very tiny writings at the bottom, you have the end-user license agreement, privacy statement. Okay, look for CA. Yeah. Like I'm sorry to leave and it will refresh the page. I can then select on Wi-Fi settings on the left side. the Dignette 213 that's the 5, correct? And how about the 2.4? [silence]
19:00
Speaker 1
The 2134 is the 2.4. Yes, [silence] correct. [silence] Okay. [silence] Do you want the password or do you want me to just put it into the [silence] Oh, [silence] why is it showing [silence] Okay. [silence]
20:00
Speaker 2
Yes. Okay. And then on your printer, it shows the dick's net 2134, ma'am, right? Okay. You need to use the two one 34 ma'am because I believe your printer only support 2.4. Okay. Uh huh. So, please take notes. What's the what's the password for the dix net um 2134. year. K? Okay. Sure. Yes. You need to put that password to printer. Um um-hum. going to connect the printer to the two 134. Yeah. well, So if it's still in warranty, okay, so the warranty q area is one three years. So it's not going there we but it should. So I came in with a new one uh should be uh oh, how many you?
20:00
Speaker 1
why fine jerk now it's not giving me the Wi-Fi option looks like it connected to I hit network okay settings I hit network why yeah it's this wizard okay okay okay this was stolen from here
21:00
Speaker 2
and you're making sure. So, uh, let me know if you have any questions. am and they could before. Okay. Uh-huh. So... Okay. That router is connected to the network, right? Oh, the second router. Okay. Enter it. Mhm. So, the WAN connection is here. Okay. So... Okay. [silence] So, your Ares modem is connected to this one.
21:00
Speaker 1
[silence] I'm putting in the password it just takes me a minute.
22:00
Speaker 2
Choose your, yeah. For voice source, correct? Life in the light? Okay, how can I take your time, ma'am? Yeah. All right. You've already, you know, you've already trapped your mother.
22:00
Speaker 1
connected connected connected connected connected connected connected Let me see if I can connect the
23:00
Speaker 2
it's connected. Cause, um, um, yeah
23:00
Speaker 1
Let me see if I can print. Okay, I'm not getting the error message, so that's good. I know I'm printing from my iMac. Should I try it from the pad too? because of the because it can't accept the the five gig hertz. Older devices and things yeah. But will I? [silence]
24:00
Speaker 2
Okay? Okay. Ah, OK. I know. Um, just, you can just use it on your iMac, um, because we already connected the printer. Um, I'll explain to you later, ma'am, why is it that it only detects the Dsns-2134, okay? [silence] Yes, ma'am. Um, the printer only supports the 2.4. Actually, right now, there are a lot of devices that are still on the 2.4. Um, like, for example, other, like, security cameras, ma'am. Um, mhm. Most of them, um, yes, older devices, they only, um, do with the do good in, um, 2.4. [silence] Thanks.
25:00
Speaker 1
Yeah. Okay. Once just once you're slower. Okay. Let's see. I'm going to try to print from my iPad too. I think so. Let me see. Yep, that worked. One, two, three. Great. Listen. Well, now let me see if I can do it from my print recipe. Ah, found it.
26:00
Speaker 2
Yes, ma'am. Um, it's, it's like this. They are still on the same network, the same IP range, like they're on the same classroom. They are just divided into rows, something like that, but they can still communicate. Mm-hmm, yes. Were you able to print on your iMac? Okay, all right. That's good. or it seems to be already set, but you can go to [change what you want] if you wish. Let's start to locate it here. Okay, so do you, other options you have? Do you see advance? Administrator, log in now.
26:00
Speaker 1
I'm waiting for it to print. Oh, here we go. It just took a minute, but it's printing. Yes [silence] Yes, sir. I [silence] You know, so, you know,
28:00
Speaker 2
[silence]
28:00
Speaker 1
Awesome, I will do that. Yeah, that was frustrating. I'm just waiting on your time. Thank you, have a good rest of your day. Thank you, you too. Bye-bye.
29:00
Speaker 2
Okay, is there anything else ma'am we can assist with? Okay, welcome. in any case, you need assistance in the future, feel free to give us a call ma'am, okay? You're welcome, you too ma'am, and you may also visit the website. It's support. Linksys.com. So, thank you for calling Linksys. This is Karla, have a great day, or a great evening. Okay, goodbye.
29:00