V2 Rubric Detail — e7689d4e-60d9-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 12:27
Duration
12m 53s
Contact
Nita Williams
Issue Type
Printer/Device Setup
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#TE00132294
Support Country
United States
Product Family
MESH SYSTEMS
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
Communication1.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.5/5

V2 Rubric Scores

Resolution2.19/5
Technical2.81/5
Communication2.50/5
Ownership5.00/5
Escalation5.00/5
Customer Exp2.50/5
Overall61.9% (+31.9)

V2 Grader Summary

The agent appropriately escalated an out-of-scope printer issue after limited troubleshooting, creating a ticket with clear follow-up. However, no diagnostic tools were used, and communication lacked full empathy and efficiency. The escalation was valid, but resolution was not achieved.

V1 Case Analysis

Customer unable to connect HP printer (model 8035e) to new Linksys mesh router. Agent advised 2.4 GHz band and direct Ethernet connection, confirmed no printer support, and escalated to advisor (ticket LPS00132294). No model/serial collected. Callback scheduled.

Troubleshooting Steps
  • Advised that the printer may need a 2.4 GHz Wi-Fi connection.
  • Asked whether the printer has manual Wi-Fi settings.
  • Suggested connecting the printer directly to the router via Ethernet.
Key Observations
  • Agent failed to collect product model or serial number despite clear need for mesh troubleshooting context.
  • No warranty status verification or support eligibility discussion occurred.
  • 4-minute unexplained hold without update or apology damaged efficiency and communication.
  • Agent misnamed customer as 'Ms. Neeta Williamson' after initially calling her 'Miss', despite no prior name mention.
  • Customer expressed frustration and requested supervisor at [05:00], indicating communication breakdown.
  • Escalation was used as an exit without completing basic triage or offering self-help resources.
Positive Highlights
  • Correctly identified that printer may require 2.4 GHz Wi-Fi band — [02:00]
  • Accurately stated Linksys does not support printer-specific troubleshooting — [05:00]
  • Provided correct escalation ticket number and confirmed callback process — [11:00]
Agent Errors / Gaps
  • Failed to collect product model number (required for mesh troubleshooting) — [01:00]
  • Failed to collect serial number (required for warranty and case documentation) — [01:00]
  • Did not verify warranty status before escalation — [06:00]
  • Allowed 4-minute unexplained silence/hold without update — [06:00–10:00]
  • Misnamed customer ('Ms. Neeta Williamson') before name was provided — [10:00]
  • Did not acknowledge customer frustration or de-escalate — [05:00–06:00]
  • Escalated without offering any self-help path (e.g., KB article, email, chatbot) — [10:00]

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
The printer was never successfully connected; the agent escalated without resolving the core issue.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested checking 2.4 GHz, using a different cable, and wiring the printer directly, but did not verify connectivity, check DHCP client list, or guide through printer-side setup.
R3 Met Correct resolution path conf 96%
Printer support is out of scope for Linksys; agent correctly escalated to a higher-level advisor instead of dismissing or falsely claiming resolution.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent identified printer not connecting but asked no diagnostic questions about printer settings, IP assignment, or Wi-Fi capability; relied on assumptions.
T2 Not Met Appropriate tools / resources used conf 90%
No use of router admin interface (e.g., http://192.168.1.1) to check if printer appeared in DHCP client list or verify network status — a basic and appropriate tool for this issue.
T3 Met No misinformation conf 97%
Statements about 2.4 GHz compatibility, wired connection behavior, and Linksys support scope are factually accurate per KB.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent placed on hold and provided ticket details, but initial greeting was garbled ('My name is event, how help you to date') and no clear framing of process was given.
C2 Partially Met Confirmed understanding conf 89%
Agent used polite language but used vague phrasing like 'printer by default should be connected' without explaining why or how to confirm it.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent owned the case by creating a ticket, confirming callback details, and not transferring the customer abruptly.
O2 Met Proactive follow-through conf 98%
Clear next step: advisor will call back today; provided correct phone number and ticket number (LPS00132294).
O3 Met Closure confirmation conf 95%
Agent referenced prior technician’s work ('Based on your previous record...') and did not re-ask basic setup questions.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Escalation was warranted due to out-of-scope issue (printer support) and customer request for supervisor.
E2 Met Escalation prep & handoff conf 97%
Provided complete escalation details: ticket number, callback number, timeline ('within today'), and reason (printer issue).
Customer Experience
X1 Partially Met Customer effort minimised conf 89%
Agent apologized but did not explicitly acknowledge customer frustration or repeated effort; response remained transactional.
X2 Partially Met Tone & rapport conf 88%
Agent remained polite but did not adjust tone or pacing in response to customer’s increasing urgency and request for supervisor.
X3 Partially Met Overall experience conf 90%
Customer waited on hold for ~4 minutes and had to reconfirm issue details during ticket creation, indicating avoidable effort.
Call Transcript17 turns · 18 lines
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 depending on your issue. To hear more about your service options, press two. If you're experiencing issues with your Linksys product and it's no longer under warranty, paid support is available for a minimal non-refundable fee. This includes up to 60 minutes of phone support with our technical specialists. If your product is found to be defective, no refund or replacement will be provided. Please stay on the line to proceed with the paid phone support or get help from our AI-powered support bot at support.linksys.com.
00:00
Speaker 1
Yes, I have a brand new linkis mesh router. I have it hooked to my computer, but I can't get my printer hooked up to it. Can you help me? So far, I mean, I've gotten to the screen that says that it's looking for the printer, but it can't find it, and that's all the further I can get. Yes, sir. Yes, ma'am.
01:00
Speaker 2
You can also Hi, thank you for calling Linksys. My name is event, how help you to date. Mm-hmm. Your printer cannot connect Mm-hmm. Just to clarify my speaking then please. Thank you so much. So, Miss, please.
01:00
Speaker 1
right, that's the last person I talked to she had me add that and told me that that's what it had to be hooked up to okay so now what do I need to do I it's It's hooked to my computer. It's hooked to my laptop
02:00
Speaker 2
In this case, your print room might it might be looking for a 2.4 gigahertz connection to set this kind of connection. In order for you to set the 2.4 connection, you need either a computer or a laptop available. All right. Yes. [silence]
02:00
Speaker 1
I have a laptop. No, that's why I'm calling you. Right, but I can't get the printer hooked up to it. I don't believe so, no. It is wired directly.
03:00
Speaker 2
All right. Can you connect your printer to the 2.4? Based here on your previous record with the previous technician, we chose here that you've successfully troubleshooted your router and separated the 2.4 connection. Does your printer have a settings where you can manually put in the Wi-Fi? because if that's the case, the last option for your router is to wire it directly to the router. the printer. If your printer is wired directly to the router
03:00
Speaker 1
well should is the operative word there hold on hold on okay I have now connected the printer directly to the router now what do I need to do how do I do that yes it is hold on I've got it written down here
04:00
Speaker 2
there should be no issues and the printer by default should be connected and should be able to connect as well. If it's not working, you might need to check if you have a different cable to see if it's not a cable issue. Test if it's connected to the Wi-Fi now or the Internet. Is your printer working online? Like, do you search anything, does it rely on Wi-Fi? What's the model of your printer?
04:00
Speaker 1
It's an eight, oh three, five E. It's an HP printer. All right, how do I do that? I need to speak, I need to speak to your complaint department. How about a client retention department?
05:00
Speaker 2
All right. If your printer is a Wi-Fi printer, you can manually input the Wi-Fi there as well. We cannot guide you there thoroughly since we do not deal with printers. We only deal with the routers. I do apologize, ma'am, but we do not have a complaint department on our end. We also do apologize but we do not have a client retention. Lintss is only through the devices.
05:00
Speaker 1
okay then I need to speak to your supervisor [silence]
06:00
Speaker 2
Okay, I'll put the call on hold for three to five minutes while I double check on my end.
06:00
Speaker 1
Yes.
10:00
Speaker 2
[silence] thank you so much for patiently waiting um Ms. Neeta Williamson. So uh Ms. Neeta the ticket will now be endorsed for our advisor. They will be the ones that's going to reach out to you. And just to clarify if we have the correct phone number, it is 324 8005. Is that correct? That is correct since they will be calling you back within today as well. I've already informed them regarding about the current situation with your printer and they will be the ones that's going to pick up from here. [silence]
10:00
Speaker 1
[silence]
11:00
Speaker 2
If you're unable, if there was no call back process to you, you can immediately call us back instead as well. So we can also have it seen again. But as you mentioned, your ticket number created is L like Lima, P like Charlie, S like Sierra, 00132294. RT S, yes and it is correct. Venn, it's like the Venn diagram. Yes. I see. If that's how you see it.
11:00