V2 Rubric Detail — df61a4a4-7fe4-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-15 00:34
Duration
21m 4s
Contact
508-272-7992
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00137192
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LN3101 - devices are not reflected correctly in the list
⚠ 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

Resolution1.00/5
Accuracy2.00/5
Communication1.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication2.50/5
Ownership1.00/5
Escalation0.00/5
Customer Exp1.79/5
Overall17.8% (-8.2)

V2 Grader Summary

The agent failed to resolve or meaningfully troubleshoot the DHCP client table discrepancies, skipped basic diagnostics, and escalated to a lab without using available tools or attempting a fix. While some ownership and empathy were shown, the lack of technical engagement and customer effort reduction results in an unresolved outcome. Auto-zero is not warranted as the failures are performance-based, not a compliance violation like abandonment or fraud.

V1 Case Analysis

Customer observes wireless devices incorrectly labeled as LAN in DHCP client table and missing devices (Epson printer not listed). Agent could not access router UI, failed to collect serial number or verify admin credentials, and provided no troubleshooting. Requested DHCP client table screenshot for lab analysis; no resolution provided.

Troubleshooting Steps
  • Requested screenshot of DHCP client table
  • Offered to email instructions and forward to lab for analysis
Key Observations
  • Agent failed to verify router access or admin credentials before claiming inability to view interface.
  • Incorrectly stated Linksys app is unsupported for E5450 (KB confirms compatibility).
  • Did not collect serial number despite script prompt and relevance to support eligibility.
  • No troubleshooting performed; call ended with no immediate value to customer.
  • Email capture was garbled, risking follow-up failure.
Positive Highlights

None recorded.

Agent Errors / Gaps
  • Did not verify router access or ask for admin credentials before attempting to view DHCP table.
  • Incorrectly claimed Linksys app is unsupported for E5450 (KB confirms compatibility).
  • Did not collect serial number or warranty information despite script prompt and relevance to support eligibility.
  • Did not confirm customer email clearly, resulting in garbled capture.
  • Provided no actionable troubleshooting steps; only offered lab analysis after call.
  • Misunderstood customer’s issue (confused missing vs. misclassified printers).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
No resolution provided; agent deferred to lab without solving DHCP or device naming issues.
R2 Not Met Diagnostic thoroughness conf 95%
No meaningful troubleshooting steps performed; agent did not verify settings or suggest configuration checks.
R3 Partially Met Correct resolution path conf 85%
Agent recognized the issue was complex and not self-resolving, opting for lab analysis rather than dismissing the customer; however, skipped basic diagnostics first.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent failed to identify root cause, asked no targeted diagnostic questions about DHCP behavior or device connectivity.
T2 Not Met Appropriate tools / resources used conf 93%
No tools used (e.g., remote access, firmware check, interface navigation); relied solely on customer description despite having model and serial.
T3 Not Met No misinformation conf 95%
Agent incorrectly implied the web interface was unsupported or faulty ('This is not supported by the Linksys application') and told the customer 'You're doing it wrong' despite the customer using the correct local IP access method (192.168.1.1) as defined in ea_series_router_setup.md.
Communication
C1 Partially Met Clear & professional language conf 82%
Agent attempted to summarize at the end and maintain control, but call lacked structure, had long silences, and poor transitions.
C2 Partially Met Confirmed understanding conf 80%
Agent used some plain language but failed to confirm understanding or adapt to customer’s technical level when explaining device discovery.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent transferred responsibility to lab without attempting resolution, breaking ownership; no effort to solve before escalation.
O2 Partially Met Proactive follow-through conf 88%
Agent promised to send an email and requested a screenshot, setting a next step, but gave no timeline or commitment to follow up.
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 93%
Escalation to lab was premature; no reasonable L1 troubleshooting (e.g., firmware update, interface verification) attempted first.
E2 Not Met Escalation prep & handoff conf 91%
Escalation details were vague; customer not informed who would act, when, or what the process was beyond 'email and analyze'.
Customer Experience
X1 Partially Met Customer effort minimised conf 83%
Agent apologized and acknowledged lack of immediate solution, showing limited empathy, but did not validate customer’s frustration throughout.
X2 Partially Met Tone & rapport conf 81%
Agent stayed engaged and responsive, though communication was disorganized; pace matched customer’s urgency but explanations lacked clarity.
X3 Not Met Overall experience conf 92%
Customer was asked to take screenshots and wait for an email, adding effort without agent-side action or simplification.
Call Transcript26 turns · 32 lines
Speaker 1
well, suppose Bill, Bill Wisniewski. W-I-S-N E-U-S-K-I. okay, I recently purchased an uh E5450 router and I've got a couple questions.
00:00
Speaker 2
Welcome to Lynxsys 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. [silence] Thank you for calling Lynxsys. My name is Nathan Mayday. Who am I speaking with? [silence] Again, your name is? [silence] Please spell your name, sir. [silence] [silence] Okay. How can I help you, sir?
00:00
Speaker 1
Well, when I look at my DHCP client little table, I'm confused because one of the devices that is showing up on there says it's on the land, but yet that printer has no cable connection to it. It is strictly wireless. So, I'm not sure how that is showing up there. And then I have another printer that is connected to the land that is not showing up. I'm using your interface of the router. 61 W 10 M 28 F... 0 5 9 5 7 9. ([silence])
01:00
Speaker 2
web interface app now what in the face okay can you give me the fuel number of the device let's take a look all right let me check if this is supporter by the do the uh use there's the only thing that
02:00
Speaker 1
Yeah, and another question is: when I first set it up, it showed one of my devices as being my Onkyo A-V-R, but now it's got this big long number instead. So I'm not sure where or how it's getting its client name to be that. What I'm saying: originally it did show me the device name and model number. Now it gives me this long number.
03:00
Speaker 2
right? Showing differently from the app. reads the original OEM, original equipment manufacturer [silence] number, not the one that is in the label. is internal. read the to find a solution for it. let me go to the lab.
03:00
Speaker 1
yep yes how do I met I'm not doing it on a mobile phone I'm doing it off the computer yes I'm using the uh 192.168 number and then logging into your uh your interface
06:00
Speaker 2
Hi Dale! You there? Thank you for waiting. Yeah! I check and verify- ed in the laboratory. This is not supported by the Linksys application, so that's the reason why you're getting that kind of weird uh information that you are- you have to manage it using the computer, not on the mobile phone. [silence] You're doing it wrong. All right, you're using the- you accessed it using my router that local, right? Or one and two- the 20c site that one. All right. You're in the- in the interface. Do you see the blue screen? Do you see the the devices that are connected? On the left side, it says, "Hal._" Okay. Al n two to 100. you have a different interface let me find that interface [silence]
06:00
Speaker 1
I'm going to, I'm under status, going to local network. D.H.C.p., uh, client table. And that's where it's bringing me up at the list, that is where all my questions are coming from. Although there's another way of seeing what's everything, what's connected.
09:00
Speaker 2
you check it under configuration, right and the HCP. Wireless and wired. [silence] all right I cannot see the interface right now.
09:00
Speaker 1
It said there was no update for it. It's on version 1.0. Let me go try that check that again. That's under configuration administration firmware. Current firmware version is 1.0.0.2. And if I click check firmware, it should tell me.
10:00
Speaker 2
coming from you because I don't have access. Can you take a picture of it and send it to us so that they can make an analysis? I will frankly tell you, I don't have an answer on your question right now. The reason is I don't have visibility and I do not know the background yet. I have studied this one and take a look. And then you updated the firmware, correct? The first uh, no, no, under the system status status, okay, configuration.
10:00
Speaker 1
No, some of them are odd wired. And that's where some of my confusion is because it's showing me that a device I know is is supposed to be only wireless, is showing up as a LAN connection. No, that's one of my, one of the brother printers is showing up as a LAN connection, but it is not a [silence] it is noticeable still USB.
11:00
Speaker 2
Mm-hmm. Can you take a picture with it and scot through the screenshot? I'll send an email to you so that you can send it to me and also the a table so that they can make an analysis what the source of that. You mentioned that all your devices are wireless, right? Mm-hmm. As well as Onkyo, correct? Your sound system.
11:00
Speaker 1
land connection, it is a wireless connection. All it has is wireless and a USB port. But it's showing up in the DHCP list as a land connection. [silence] And then it's also showing me that there's something Android connected to my land. [silence] I have no idea what that is because the only thing connected to the land is my laptop. A Epson printer and a Brother LaserJet. The Epson does not show up on the list. The Brother LaserJet is on here and showing that as a LAN connection. My land connections are using ports one, two and three and port a [$$.] I mean, one, three, and four, and then port four is connected to a network switch which is then connected to the Epson printer. [silence] Well I just installed this yesterday. And I just installed this yesterday. I am trying to document all my connections and everything and that's where I'm running into this confusion of what. [silence]
12:00
Speaker 2
I got it I'm writing it down there is a quick solution for this one but I am NOT but I'm afraid that this is NOT a permanent solution you can factory reset wipe out everything reinstall then you it will reconnect everything one by one but we didn't fix the problem what causes everything right I don't want to go to that that should be the last option mm okay so you installed this yesterday [silence]
13:00
Speaker 1
It says it sees and what I have, uh, I've got one entry in here that says an iPhone with a MAC address. And that MAC address doesn't match either mine or my wife's phone. So we have two phones connected to the network through Wi-Fi, but only one is showing up, but it's not either one of our MAC addresses. Yeah. No. And then I've got three MAC addresses that I have no idea what they're for. [silence]
14:00
Speaker 2
Emm. but you have internet, right? None of your devices, your phone and your wife's phone is not showing in discovery table. This is not the standard that I usually encounter. Emm.
14:00
Speaker 1
during my setup process I had problems connecting to the internet so I wound up redoing the resetting it a couple times and re-establishing communications with the button on the bottom then after a number of hours of trying to get it to work, I called my ISP provider and they walked me through what they said how to do it, so I turned everything off and power things up in their sequence they said to do, and then it finally connected. Excuse me? No, it's Orbital. Orbital. Okay. WS
15:00
Speaker 2
Well, that is a spectrum, right? All right. The Internet Service provider is spectrum. Again, okay. Or is it orbital? Orbital? I'll be able to just orbit. Yeah, can you give me your email address, I will send you an instruction or information that I need. I may need to go to the lab and analyze what is the problem.
16:00
Speaker 1
W. IS NEWS K I@ Yahoo dot com NSKI WW IS NEWS WW SKI.
17:00
Speaker 2
Go ahead. all right. W-W-I-S-N-S-N-E-W W W but there is WS right? WS in EW-S-K-I. M. I got it. Your name again. Well, right. And. [silence] How you doing? Good. All right. Okay. Uh, William. All right. All right. Right. B, I will send you an instruction on the information that I need. We will analyze this in the lab. I may need to ask our lab experts to simulate the case so that we can understand fully if this is the firmware issue. It could be a hardware issue. Then we'll decide it. Let me summarize. You got a new router, is not used by anyone else. You installed it yesterday, and right now, some of the devices are showing, you have internet. There's no question on that one. But when you take a look at the list of the devices connected, you have Android that are unknown. You don't know both uh, you and your wife's phone are not showing up.
17:00
Speaker 1
but I have an iPhone showing up that is not ours. The Mac address doesn't match our phones. No, no, no, you got it wrong. The Epson is not showing up. But I have a bruh, I have two Brother printers, one is Azurejet, that shows up properly as a LAN connection. The other one is a uh, wireless, but it's showing up. It's description is showing up as a LAN connection, which makes no sense. No, they're they're not both connected LAN. They're showing as being connected to LAN.
19:00
Speaker 2
And then secondly, uh... No. Mm-mm. All right. I'll explain to you. All right. I'll tell you what's that later. And then some of the devices like the brother, uh, is not showing up. And there are other devices show spring of the connet brother. Okay. Go ahead. Uh, brother is showing up. Mm. Both are connected to LAND on wireless.
19:00
Speaker 1
No, it doesn't say Weland, it just says LAN, L-A-N. It's showing four LAN connections and I only have three devices connected, hardwired. All right. Okay. Bye. No, you haven't helped at all yourself.
20:00
Speaker 2
Wireless LAN, LAN, okay. All right, sorry for the confusion. All right. Okay. I will ask for a picture of that one. Wait for my email after the call, and then take a screenshot and reply to me. We will simulate that in the lab. Sorry, Will. I cannot, I don't have a solution right now. Rather than make a shotgun wild guess, I would rather research on this one, so that when I get back to you, I will get the right correct answer and the right solution. Okay? All right, then. Thanks. Anything else I can help you with? All right then. [silence].
20:00