V2 Rubric Detail — e09e10a0-7f8f-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 14:25
Duration
26m 23s
Contact
203-394-3236
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Deneive Luar
HappyFox Case
#LTS00137071
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Separating Frequency Band 2.4Ghz 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

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent was unable to help the customer access the router admin interface or separate the 2.4 GHz band, gave incorrect technical guidance, did not use any diagnostic tools, and failed to provide empathy, clear next steps, or an appropriate escalation. Consequently, the issue remained unresolved.

V1 Case Analysis

Customer unable to reach router admin (myrouter.local) to enable 2.4 GHz for printer; admin password reset failed; issue unresolved.

Troubleshooting Steps
  • Collected serial number and model (WHW03).
  • Attempted to access router UI via http://myrouter.local.
  • Suggested using HTTPS and an alternative IP (192.168.2.1).
  • Guided through admin password reset using recovery key.
Key Observations
  • Agent gave incorrect URL guidance (HTTPS and 192.168.2.1) for local router access.
  • No clear instructions were provided to separate 2.4 GHz and 5 GHz SSIDs for the printer.
  • Password‑reset flow was mishandled; error 2298 was not resolved.
Positive Highlights
  • Collected the customer's serial number and model early in the call.
  • Maintained a polite tone throughout the interaction.
Agent Errors / Gaps
  • Suggested using HTTPS for a local router UI, which is not supported.
  • Provided an incorrect IP address (192.168.2.1) instead of the correct local address (192.168.1.1).
  • Did not explain how to enable a dedicated 2.4 GHz SSID or band‑steering settings.
  • Failed to verify that the recovery key was entered correctly before concluding.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer could not access the router admin page or reset the admin password, and the agent never achieved a working solution for the 2.4 GHz band separation or printer connectivity.
R2 Not Met Diagnostic thoroughness conf 90%
Agent repeatedly gave incorrect URLs (HTTPS myrouter.local, 192.168.2.1) and never verified connectivity or used any diagnostic tool, so troubleshooting did not meaningfully advance the issue.
R3 Not Met Correct resolution path conf 90%
Agent focused on resetting the admin password instead of addressing the customer's real need (separating the 2.4 GHz band for a printer) and did not choose an appropriate resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 85%
Agent did not ask targeted questions about the router's current band configuration, the printer's requirements, or verify the device's connectivity before offering advice.
T2 Not Met Appropriate tools / resources used conf 90%
No remote session, ping, or other diagnostic tool was used even though the customer could not reach the web interface; tool use was clearly missing.
T3 Not Met No misinformation conf 90%
Agent incorrectly suggested using HTTPS on myrouter.local and referenced a non-existent 'known behavior for org.03', which is factually wrong.
Communication
C1 Not Met Clear & professional language conf 85%
Long silences, unclear transitions, and no framing of next steps left the call unstructured and poorly controlled.
C2 Not Met Confirmed understanding conf 85%
Agent used technical jargon (e.g., 'recovery key', 'admin password') without confirming the customer's understanding and did not adapt to the iPhone/Safari environment.
Customer Ownership
O1 Not Met Ownership & empathy conf 80%
Agent stayed on the call but did not take ownership to resolve the problem or arrange an escalation; the issue remained open.
O2 Not Met Proactive follow-through conf 90%
No clear next steps, timeline, or follow-up were provided to the customer.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Agent never escalated the call despite being unable to resolve the admin-password issue and the band-separation request.
E2 Not Met Escalation prep & handoff conf 90%
Since no escalation occurred when it was warranted, the escalation execution criteria were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Agent offered no empathy or acknowledgement of the customer's frustration about the printer and admin-password problem.
X2 Not Met Tone & rapport conf 85%
Agent did not adjust tone or pace to the customer's confusion; continued procedural instructions without checking comprehension.
X3 Not Met Overall experience conf 85%
Customer was forced to repeat attempts at multiple incorrect URLs and password resets, creating unnecessary effort and friction.
Call Transcript41 turns · 46 lines
Speaker 1
Hi. I have a question. I bought a new printer and I have your router in my house and I need to this printer needs a 2.4 network and to access it and they said I have to call you to figure that out. [silence] Thank you. We'll call you. Um, out. That's okay [silence]
00:00
Speaker 2
Welcome to Linx's 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. Lia: Hi, thank you for calling Linx's technical support. My name is Dylan. How can I help you today? You: Mhm. Mhm. Mhm. All right, ma'am. No problem. I'll help you out in separating your frequency band. So just to let you know, by default, the 2.4-GHz and 5-GHz band is interconnected to each other. That's why sometimes you can't connect independently. I'm going to be asking you a few questions and I'll be running some verification with you in order for me to proceed further. Just really a few questions. Cathy. uh how, how do you spell your last name, Miss Cathy? O, okay. That's Kathy Wollinger. How about your email address?
00:00
Speaker 1
global.net. is, B, C, global.net. Correct. Oh Lord, this is so tiny. What's the password recovery key? Hold on one second. Uh, what do you want, the serial number or the model number? I'll read it out then. Serial. five, two, seven, three, eight, eight, nine, four, two, two, zero, eight, one, three. Minute. How many characters are in your password? Like six. Where is it? Yeah. D, M, Y, eight, zero, one. eight, one, seven, zero and an exclamation mark.
02:00
Speaker 2
I'm sorry, what's a what's a to? alright, uh let me just repeat that one. it's Katrina eight two six at SBC Global ain't got it. thank you so much for that. Now, can you provide me the model number and the serial number of your Lance router? Sure. Yeah, I would also need the serial number. uh you can actually provide me
02:00
Speaker 1
the serial number is 20 J as in jump 20 M as in mom 3 A A 33 062 correct
03:00
Speaker 2
the serial number and I'll look for the model number here on my end. All right. Let me just repeat. It's 20J for Julia, 20M for Mike. 38A for alpha, 33062. All right. Thank you so much for that one. And, uh, may I know who's your internet service provider? Spectrum. Okay. All right. Let me just finish up your record here. Just bear with me. Oh, um, I can see here that you have a linksys router with the model number WHW03. You got a total of three nodes, if I'm not mistaken. Okay. Okay. Okay. Okay. All right, so let me just finish up the record here Miss Cathy. Stay on the line.
03:00
Speaker 1
Yes. Hello. I I don't do I need one or can I use the phone?
05:00
Speaker 2
All right, Miss Kathy. Hello. Yes. Do you have uh all right, do you have a laptop or a computer we can use to connect directly to your computer to your router?
05:00
Speaker 1
Mm-hm. How do I check that the Linden is? Yes, I am, I would imagine so. How do I check though? Yeah, I'm, I'm connected to my home Wi-Fi.
06:00
Speaker 2
Okay, so we'll, we can try using your phone though. Alright. So we're going to access the web interface to your phone. Okay, so let's open a browser. Uh just ensure first that your phone is connected to the Wi-Fi, to the Linksys Wi-Fi. So your Yeah, are you connected to your Linksys Wi-Fi? Through your, uh, through your phone. In your Wi-Fi, Wi-Fi settings on your phone? Okay. That's good. Alright. So, um, let's open a browser and then on the address bar.
06:00
Speaker 1
mm - hmm. H.T.P. And then, okay. Yep. Okay. what's the link side? Why am I getting a warning when I try to access my router setting in a browser? [silence]
07:00
Speaker 2
you type in http...http://my router . local that's my router . local [silence] all right and then hit enter [silence] okay just sit on continue look for
07:00
Speaker 1
[silence] Continue. Yep. Is this this connection? This connection has not youth. Yep. It's either show details or go back. It's an iPhone. Visit this website. Okay.
08:00
Speaker 2
continue button there. And then just [disconnection] is not private. Okay. Uh, you'll tap on advanced. Oh, sorry, show details. Is your phone an iPhone? okay ease. All right, then show details. Other show details. You click on visit this website.
08:00
Speaker 1
It slips flashing, like still searching.
09:00
Speaker 2
Searching, okay. Let's just give it some time. [silence] Okay.
09:00
Speaker 1
Still searching well it's like flashing and it's like looking for it yeah it's doing this searching [silence] sorry can't open the page because the network connection was lost [silence] my browser [silence] how do I do that? [silence]
10:00
Speaker 2
I see. Uh, can you try... can you try to... um, set your your browser into desktop mode? Mm-hmm. I don't know what's the make and model of your phone, or what um model.
11:00
Speaker 1
15, I think. Hold on. Just next, uh, yes. On we think Safari. Uh huh. Yes.
12:00
Speaker 2
is it an iPhone 17 iPhone 15 huh? mr. graph. are you using Safari? okay uh... can you see there the page settings icon? the uh... A capital A or the rectangle icon there on the left side of the address okay uh... you tap that and then select uh... request desktop website from the drop-down menu.
12:00
Speaker 1
All right, I did that. It says reset, it says reset admin password. I've never done this before. Silence . Enter recovery key. Enter the recovery key for any of your nodes to unlock admin password. Silence . Where do I find? Silence .
13:00
Speaker 2
OK. All right, and uh, what happened on your screen? Did did it convert? Oh, it says reset admin password. Is it your first time logging into the web interface? OK. Um, is there an option for you to type in the router password? Oh, again. All right, uh, just use the the recovery key underneath your parent node or your main router for you to reset the the admin password.
13:00
Speaker 1
So so come on 30 9. 7 1 2 3 1 5. Create a new administrator password. The new password.
14:00
Speaker 2
Underneath the device. There's the... you can find there the recovery key. Yes. Under router. [silence] Mm-hmm. Just create a new one.
14:00
Speaker 1
Oh, you have encountered an unexpected error. If the continue. Technical support, let me try that again. Oh, yeah. I need. A longer password. Hold on.
15:00
Speaker 2
Uh, yes. That's your admin password. You just follow the instruction there. It should consist of 10 characters with one special character and, um, [silence] uh, one upper-case letter. [silence] Um, what are you doing right now? [silence] [silence] Are you still resetting the the admin password? Mhm. Okay, sure.
15:00
Speaker 1
Oh, sorry. I'm going to look. I don't like. Okay. Uh, unexpected error. Contact technical support. Okay. Uh, I should try it again. Okay. Uh, same thing. Okay. Uh, it's January 22nd 98. 2:15:53 PM. Okay. Um, details. M, I think it's a connection close content language content length. Is it my password?
16:00
Speaker 2
no problem. unexpected error. um, may know what's showing on the screen right now. error 2298.
16:00
Speaker 1
create a new admin password. And how how many how many how long does that be 10? Same. I'm gonna try a different maybe, a totally different one.
17:00
Speaker 2
um, can you try to refresh the website and try changing the password? Yes, ma'am. It should be 10 characters with, um, with upper and lowercase letters. Also, at least one special character and, uh, at least one digit.
17:00
Speaker 1
No, it's not letting me reset it. I tried same thing. Technical support error. Unexpected error 2298. [silence]
18:00
Speaker 2
Where does it say? What what does it say there again? 229 8. All right. Uh, just, just bear with me man, okay? Let me just check this one. Because I think, uh, there's an error with the, the web interface. i'm sorry uh miss Kathy, can you tell me what's the error again? $2,922.98. okay. um it's actually known behavior like the error that you're getting right now is actually known behavior specifically for those div um users or customers using the org. 03. but uh we can try to use the different um address.
18:00
Speaker 1
Mm hmm. H, to H T P S. My local.
20:00
Speaker 2
Okay, so instead of the instead of just HTTP colon double 4 slash myrouter.local, let's try to put an S after HTTP. So HTTPS and then HTTPS. Yeah. HTTPS Colon double 4. Mhm. Mymyrouter.local.
20:00
Speaker 1
Okay. Reset admin password. Enter recovery, which I will do right now. One, two, three, nine. Nope, same thing, 2298. Yeah.
21:00
Speaker 2
Mm-hmm. All right.
21:00
Speaker 1
Mhm. Mhm. 192.168. Yes, I answered yet. [silence]
22:00
Speaker 2
Okay. So, about this one. Let's try this another address. Instead of myrouter.local, let's try the http://192.168.2.1. I well, I'm... I'm... Okay. Um... Did you hit enter? Hello? Okay. So what's uh showing right now?
22:00
Speaker 1
It didn't take me anywhere. Mhm. It took me back. It took me back to the same page. Yeah.
23:00
Speaker 2
it didn't take you anywhere. Okay. Mhm. Can you try inputting your details there and changing the the router password and let's see if it will work under that address. [silence]
23:00
Speaker 1
[silence] Yeah, it's not working. Let me try one more time. Let me try one more time. http. I can't get back in there. It's not taking me to that website now. I mean, is it just easier for me to get a printer that accepts Wi-Fi or are all printers like this? I don't understand the problem with the... Am I going to have a problem with all these Wi-Fi printers? Do you know? [silence]
24:00