V2 Rubric Detail — d04c49e4-6039-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-04 17:21
Duration
12m 59s
Contact
Bob Mroski
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00132279
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer's printer is unable to connect to the network.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical1.88/5
Communication2.50/5
Ownership2.00/5
EscalationN/A
Customer Exp3.21/5
Overall34.6% (-21.4)

V2 Grader Summary

The agent failed to troubleshoot or resolve the customer’s issue, offering only post-call instructions after citing out-of-warranty status. Despite accurate technical knowledge, no diagnostic steps were taken, no tools were used, and ownership was not demonstrated, resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to print due to printer requiring 2.4 GHz; EA7300 router may be on 5 GHz. Provided reset and band-separation instructions via email.

Troubleshooting Steps
  • Explained router is dual-band and can separate 2.4 GHz and 5 GHz networks
  • Advised factory reset of router
  • Directed customer to access web admin UI to configure 2.4 GHz SSID
Key Observations
  • Agent pushed paid support at [06:00] before diagnosing or offering free steps, despite issue being solvable with basic guidance.
  • Repeatedly asked for serial number [03:00–05:00] but failed to obtain it or move past the block.
  • Long silences and filler phrases (e.g., 'how many links is your router doing?') caused confusion and inefficiency.
  • No verification of printer functionality after providing instructions—call ended abruptly at [12:00].
  • Correctly identified dual-band separation as solution and provided accurate reset and admin access steps.
Positive Highlights
  • Correctly diagnosed that EA7300 is dual-band and can broadcast separate 2.4 GHz and 5 GHz networks.
  • Provided accurate factory reset procedure and correct admin access URLs (192.168.1.1 and myrouter.local).
  • Offered a self-help path via email after customer declined paid support, preventing complete abandonment.
  • Maintained polite tone despite customer frustration and communication gaps.
Agent Errors / Gaps
  • Failed to collect serial number despite multiple prompts, violating protocol for out-of-warranty device handling.
  • Pushed paid support prematurely at [06:00] before offering any free troubleshooting, creating unnecessary friction.
  • Did not create or reference a HappyFox case number, missing case management protocol.
  • Spent excessive time on unclear serial number and irrelevant phrasing (e.g., 'how many links') instead of progressing troubleshooting.
  • Ended call without verifying that the suggested fix resolved the printer issue, leaving resolution unconfirmed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or perform any configuration; only offered to send instructions after customer disengaged.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps taken—agent did not ask about current Wi-Fi bands, SSID, printer connection status, or attempt remote access.
R3 Partially Met Correct resolution path conf 92%
Agent correctly identified OOW status and offered paid support, but failed to provide meaningful best-effort troubleshooting before redirecting.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
No logical diagnostic process—agent skipped identifying symptoms or root cause and jumped straight to warranty status and paid support.
T2 Not Met Appropriate tools / resources used conf 94%
Agent did not use any tools (e.g., remote access, web UI) to verify settings or assist with band separation, despite it being a standard configuration task.
T3 Met No misinformation conf 99%
Technical guidance was accurate: EA7300 is dual-band, band separation is possible via web interface, and factory reset is a valid last resort.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic call flow but failed to set clear expectations, lost control when customer expressed frustration, and allowed conversation to drift.
C2 Partially Met Confirmed understanding conf 88%
Agent used polite language but did not adapt explanations to customer’s level or confirm understanding of technical steps like resetting or accessing 192.168.1.1.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent disclaimed responsibility due to OOW status and ended the call without taking ownership of resolution, even for basic guidance.
O2 Met Proactive follow-through conf 93%
Agent clearly stated next steps: email instructions within 3–5 minutes and advised using a computer to access the web interface.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior case history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—issue was within agent scope but limited by OOW policy.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Agent apologized but did not acknowledge the customer’s repeated efforts or emotional state beyond generic politeness.
X2 Met Tone & rapport conf 91%
Agent remained calm, courteous, and responsive throughout, matching the customer’s pace without rushing or interrupting.
X3 Partially Met Overall experience conf 89%
Agent required customer to self-serve by resetting and configuring the router, rather than guiding through steps or offering immediate help.
Call Transcript22 turns · 24 lines
Speaker 1
Mm-hmm. I have a problem with my uh Printer the uh and after working on this over a week with about five different tech people.
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. For out of warranty products, paid support may be available. 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. Hi, thank you for calling Linksys. This is Ragan. How can I help you today?
00:00
Speaker 1
for people, they tell me that the printer is not designed for 5g connection. It has to have 2.4 Gigahertz, and they tell me that I'm getting 5 G connection to it now and I need to go back to 2.4. So I need to see if you can help me with that. What do you need? Yes. Yes. Yes. Uh, Bob Maroski, M-R-O-S-K-I. Yes.
01:00
Speaker 2
is this your first time calling us for support sir is this your first time calling us for support and are you calling from United States may I know your first name and last name? the M R O S K I
01:00
Speaker 1
The phone number, 512-608-2499. G-M-R-O-S-K-I at USA dot net. Yes.
02:00
Speaker 2
[silence] callback number [silence] Your callback, your callback number just in case we call the [silence] and your email. [silence] Okay, let me just verify it using phonetics. J for Juliet, A for Alpha, M for Michael, R for Robert, O for Oscar, letter S for san K for Kate, I for India@USA.net. [silence] And how many links this router doing?
02:00
Speaker 1
What do I have? I have a Linksys one. One Linksys router. Okay, I'm looking at the bottom. There's two sets of numbers. I don't know which is the serial. Okay, let's see this is a serial, I think. 19... Oh my. Looks like it could be uh I'm not sure if that's a T or a 1 again. Yeah, is that sound right? Uh one and then it's 105.
03:00
Speaker 2
How many links is your router? Do you have that? May you please provide a serial number? 192 Dot 168 Dot 1 Dot 1. Service 190, Port Om 105 0880 2372. You can try to use a magnifying glass or you can take photos.
03:00
Speaker 1
I think it's uh I think it's a 508. Wait a second. I have a I have a hard time telling. Do you have do you have my name with a registered product anywhere? Okay, the model number. Let me see. Model number. EA 7300 spectrum.
05:00
Speaker 2
i got your information including the router information. sir, and i really need to verify, how about the model number? And who is your internet service provider? Okay. Now, before we proceed, i would like to set [silence] [silence] [silence] and I need your first name.
05:00
Speaker 1
okay but is this router set for 5g or is it set for 2.4 gigaherts? Can you set it for 2.4 gigahertz? Well let okay hold on a second now. Could you
06:00
Speaker 2
concerning of the warranty status of your Linksys router, sir. Actually, it indicates in our system that this product is no longer under warranty and I really apologize that live support is no longer available. However, we have a paid support so I can still assist you configure your router settings, but... actually, it's dual band. Yeah, we can separate the bandwidth, sir, but as what I mentioned earlier, we are no longer offer live support for out of warranty devices unless you're going to proceed with the paid support and it's good for 60 minutes of troubleshooting.
06:00
Speaker 1
You have made a change to my connection in the last couple of weeks or so because my printer worked fine before, but now they're, the Epson people are telling me that what I'm getting is a 5G connection. So that means somebody had to have changed it from what it was which which worked to what it is now which does not work. So if you guys changed it, I want it changed back.
07:00
Speaker 2
uh i really apologize sir but we don't have the option to change the settings of your router since we can't connect it locally and then check if your other devices are working if there's only one device affected with this issue it might be the device itself might have in trouble have you tried to connect your printer to your other network or to a different network
07:00
Speaker 1
I'm getting nowhere I'm calling everybody I've been working on this now for a couple of weeks and uh I'm getting nowhere I just can't print and when I call the technical people at Epson they keep saying uh cancel the the the printer you have and and open a new one download new programs uh restart the computer they say all these different things and finally after a week and a half they told me that the connection was not right that it was uh it was connected 5g and the printer will not work with 5G. [silence]
08:00
Speaker 2
You can also try to use a different network server if your current one works. [silence] Yeah, I totally understand that one, sir. In my end, I can actually assist you to split the bandwidth of your wireless network, but then your router is already out of warranty, and to configure the router settings, you need to pay $15. But let me just ask you, sir, how about their other devices? Are they working?
08:00
Speaker 1
Yes, my, I can, my computer work. Well, I, I think so because my, my router is also supplying the signals to my TVs. You know, I, I get Internet service and, and it goes through my router to my TVs. And they all work fine. Okay, so you can't do anything.
10:00
Speaker 2
perfectly are they connected successfully to your Linksys network to then your Linksys router then your Linksys router is functioning there's yeah but if you doesn't want also to proceed with the paid support here I can also send you our Wi-Fi fixed service guide
10:00
Speaker 1
i i've done that just by unplug it and plug it back in there's a little blue button on the back is that the
11:00
Speaker 2
We have also a link this support site. You can visit support. link sys.com. We have also a link this AI agent there for the helpful tips and guidance. So you can also try to reset your router. And then once it's, no reset, press and hold the reset button, which means you need to set up your link this router again. You can also try to access the web interface. On the web interface there's an option where you can configure your wireless setting. So go to Wi-Fi setting to separate to separate the band. You can actually you can actually save that in once you're labeled.
11:00
Speaker 1
It's labeled Reset, okay. I, let me see here. I see something that's in red, but I can't read it cuz it's, it's just hard to, I guess it could be Reset. It's, it's a recessed button. You have to reset it with like a, pencil. Okay. Send me the instructions. Okay. Send it to me in in an email. Thank you. Bye. Mm-hmm . Bye.
12:00
Speaker 2
Yes. Yeah, but I will I'm going to also send you instructions on how to support the bandwith. So wait three to five minutes after this call for the email instructions. You need to use a computer or a laptop to do this process. Okay, so thank you so much for calling us Bob. and have a great day.
12:00