V2 Rubric Detail — e8777c26-6c34-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 23:16
Duration
16m 15s
Contact
Norman William Westerman
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00060553
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Getting Poor Connection Wireless_MR75MS

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication2.50/5
Ownership1.79/5
EscalationN/A
Customer Exp1.79/5
Overall32.8% (-23.2)

V2 Grader Summary

The agent identified a plausible cause (band combining) and offered a self-help guide, but failed to resolve the issue, provided materially incorrect technical information, and did not use tools or fully own the case. Multiple communication and accuracy gaps left the customer without a confirmed fix, resulting in an unresolved outcome.

V1 Case Analysis

Customer changed router admin password; printer cannot connect to Wi-Fi. Agent provided incorrect default password information and will email guide on separating 2.4 GHz band (self-help).

Troubleshooting Steps
  • Clarified difference between router admin password and Wi-Fi password
  • Provided incorrect default admin password and password requirement information
  • Suggested printer may only support 2.4 GHz and recommended separating bands
Key Observations
  • Agent provided materially incorrect information about default router admin password and password requirements, contradicting KB documentation.
  • Failed to verify current Wi-Fi settings or whether the network was in combined mode before recommending band separation.
  • Incorrectly suggested router admin password changes could affect device connectivity, which is not supported by KB.
  • Did not collect warranty information despite discussing paid support options.
  • Printer connectivity issue remained unresolved; only self-help email was promised.
Positive Highlights
  • Correctly identified that older printers may only support 2.4 GHz band and recommended separating bands as a potential solution [09:00, 14:00].
  • Offered to send a written guide via email to assist with self-help [10:00, 15:00].
  • Maintained polite tone throughout the call.
Agent Errors / Gaps
  • Incorrectly stated default router admin password is 'admin' for all Linksys routers [04:00] - KB states this is only true for unconfigured EA/MR/MX series routers; SPNM60/62/LN1600 use WiFi password as default.
  • Claimed router admin password requires 10+ characters with special characters [06:00] - No such universal requirement exists in KB.
  • Suggested changing router admin password could affect device connectivity [07:00] - KB states admin password is for management only and does not affect Wi-Fi connectivity.
  • Did not verify whether Wi-Fi network was in combined mode or check current SSID/password settings before recommending band separation.
  • Failed to collect warranty information despite discussing paid support options [10:00].

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent did not resolve the printer connectivity issue; only promised to email a guide without confirming resolution or guiding the customer through steps.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the symptom (printer not finding Wi-Fi) and correctly hypothesized band-combining as a likely cause, but did not verify printer compatibility or guide the customer through actual band separation.
R3 Partially Met Correct resolution path conf 88%
Agent attempted to help without dismissing the customer, but incorrectly stated the default admin password is 'admin' and introduced a paid support option, undermining full ownership.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent identified the correct symptom (printer can't see Wi-Fi) and inferred band-combining as a likely cause, but asked no diagnostic questions about printer specs or current router settings.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., remote session, admin UI walkthrough); agent relied solely on verbal description and did not verify settings via customer screen share or guided navigation.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated default admin password is 'admin' (not true for many models), claimed router password can't be reverted (ignoring Recovery Key), and said Wi-Fi password mismatch only happens after reset — all factually wrong per KB.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent introduced a paid support option awkwardly but attempted to maintain control and offered a self-help path; repeated 'sorry' and lost clarity but stayed on topic.
C2 Partially Met Confirmed understanding conf 83%
Agent used terms like 'combination mode' and '2.4/5/6 GHz' without simplifying; however, customer followed enough to ask clarifying questions, suggesting partial comprehension.
Customer Ownership
O1 Partially Met Ownership & empathy conf 87%
Agent offered to send a guide and stayed on the call, but introduced paid support as a condition for phone guidance, reducing full ownership.
O2 Partially Met Proactive follow-through conf 88%
Agent committed to emailing a guide and confirmed the email address, but gave no timeline or follow-up plan, leaving next steps incomplete.
O3 Not Met Closure confirmation conf 92%
Agent referenced a prior call vaguely ('I talked to you a while ago') but did not use or reference any documented history or findings.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained polite but never acknowledged frustration or expressed empathy; interaction was transactional but not dismissive.
X2 Partially Met Tone & rapport conf 82%
Customer repeated questions and showed confusion, but agent continued explaining the band issue, which the customer eventually followed — suggesting some adaptation.
X3 Not Met Overall experience conf 93%
Customer repeated information about the password change and printer issue multiple times; agent did not consolidate or reference earlier statements.
Call Transcript33 turns · 33 lines
Speaker 2
Welcome to Linksys <start_of_audio>
00:00
Speaker 1
Hi. Yeah, I tried to um, change my password on my router, and now it won't connect to my um printer. But I think what the problem is, is when I go onto your site, and it says, log in to your router, it's got the new password. But when I'm on the site, the SmartWIFI site, the Wi-Fi settings are the old password. There's a was there a way I can put the default password back on the router?
01:00
Speaker 2
Thank you for calling. My name is Gerald, you can call me Gerald. We'll make it. For the Rutherford password, we're not talking about Wi-Fi password, right? [silence]
01:00
Speaker 1
Yeah, router password. uh oh no uh the number I had was the um where is it um R.J.N. 8. this is on the back on the sticker on the back of the router R.J.N. 8.W.4.Z8GB. Oh, okay. Okay. Yeah. I, that, that's, that's the what's, that's what's on the back of the router.
02:00
Speaker 2
you cannot revert it back to default because admin password requires a secured password and the old password or the default password is the word admin a D M I N. That will not work. [silence] That's a Wi-Fi password. [silence]
02:00
Speaker 1
When I clicked on your site my links to set up CDD, which is my Wi-Fi, has that password on it. But when I first boot up or go on to your site, it has for my password ID, it's got the new password, which is different. And I think that's why the printer can't find it because it won't connect to it. So I need the so I need the [silence] Yeah. Okay. Okay. Now let me go back to [silence] Okay. [silence]
03:00
Speaker 2
hmm. okay. let me make sure that, go ahead. let me, let me just make sure that I understand it. So you changed the yy password that's done. now you went to the 192.1681.1. correct? okay. and it asks you to enter the router password.
03:00
Speaker 1
I went I entered the the 192 number and I got to keep your Wi-Fi handy. Continue to Linksys Smart Wi-Fi. I click on that and it says access your router password. That's a different password than when I log in than what's registered on my my Wi-Fi. You understand saying? Okay. I'm under. Yeah. Okay. Okay. So the router password and the Wi-Fi are different. [silence]
04:00
Speaker 2
right so that is the router password that's not a Wi-Fi password now by default the router password is admin that's lowercase so you did not change the router password it was the Wi-Fi password
04:00
Speaker 1
Okay. I can't figure out why the print, it doesn't come up on the printer. It's not there at all. And even on my desktop, it can't find it. And I was thinking because of that, looks like. Okay. Okay. Like I'm on the access route. So I'm going to put in the um, the new password that I changed it to. See if I got it right in there. Okay. That's the new password. Now I'm on uh smart Wi-Fi links of site. And I go under my, under Wi-Fi settings. It's got
05:00
Speaker 2
Correct. Oh no. No. That, that... Sorry. Bye.
05:00
Speaker 1
got the password, the RJ number that's on the back of the router. [silence] Should that be the same as the login password? [silence] Yeah. [silence] Okay. So the fact that I didn't change [silence] Okay, here's what it's got. [silence] It's got [silence] Elfy Dogg, which is one of those settings. [silence] Then the settings that's supposed to connect to is Linksys Setup CDD. [silence] That's the that's the Wi-Fi that it should go to. [silence]
06:00
Speaker 2
No. I mean, it can, as long as it meets the requirements, but the router password has the requirements for you to follow, like 10 characters, one number, special character. Something like that. So, it can be the same.
06:00
Speaker 1
[silence]
07:00
Speaker 2
I see. Regarding that router password, let me clarify that. That's not related to any devices. Like, it will not affect them connecting to Wi-Fi. That's not possible. Nope. . Uh it's just for you to manage the settings. The router password is for you to manage the settings, log into the admin page and uh configure the settings, that's it.
07:00
Speaker 1
[silence]
08:00
Speaker 2
correct to configure the settings yes change settings something like that for connectivity concern or settings that yeah that's the right page, oh however, wait hold on one second, correct your problem is the printer right it cannot find the wi-fi name so most likely it's either the channel or the band or that is not compatible to the router current settings so adjusting that might help. however, i think i've talked to you uh i mean 30 minutes ago probably or an hour. you have a record right here, Norman Williams.
08:00
Speaker 1
No, I figure B and Z uh, it was uh, I thought it was like a password thing that you could help me with for free. Could it be that the printer is just too old?
09:00
Speaker 2
Yeah, let me... Oh, yeah, I did talk to you a while ago. So you... So does this mean you want to continue and pay for the support? I can try to help you with it. uh... Right, but the problem is that it's not finding the Wi-Fi. that's not the password. Uh... probably that may be one of the reasons it's too old, uh subsets of the router, MR7500, is currently combined, the network is currently combined. So, if your printer is not compatible to that, then you'll have to separate the
09:00
Speaker 1
So is that a setting I can put in the router? Okay. Or not? Okay. To my email. Thank you. Okay. Okay, let me time out now. The printer was working fine. And I just wanted to change the password from the one that's on the back to one easier to remember. And when I did that, that's when everything went screwy.
10:00
Speaker 2
That bandrate 2.445 gigahertz. And the 24 is for older devices or the devices that only support 244 that's a settings that you can separate that you you can, I mean, you can do that on that page. It's the right page. If you want I can send you the guide on how you can do it there. That way, you won't be charged. Yeah, your email it's just the same process procedure only differences. You pay for the support. I'm I'll walk you through over the phone. That's the only difference. But if you can do it yourself, that's okay. Do it.
10:00
Speaker 1
and they couldn't find it. But the the laptop and the desktop and all those can find the router automatically. But the printer nothing can find the printer. So it's got something to do with me changing that somehow. Unless it was working, but then it got too old and it can't reset it to it. Well, maybe they'll be in there when you send it to me. Wow. Okay. It was working fine. Everything was working fine until I changed went in to change the password to from the one that's behind the router to the new one, which I did. And now nothing can find the router.
11:00
Speaker 2
Sorry, sorry, to fix myself right here. Uh, one more time. What are you saying?
11:00
Speaker 1
Mm on the lens, the lending system site the router numbers haven't changed just the login number. Password. Correct. The Wi-Fi the Wi-Fi settings when I go in in when I go on your let me back up here. Okay, when I'm on the Linksys Smart Wi-Fi page and on the right hand side, there's little cards and it shows Wi-Fi settings. Under Wi-Fi settings, when I click under the Wi-Fis that are listed. One is not used anymore, but it's still listed. The other ones that are used are there, the other one it's used is there and it's got the old password that's on
12:00
Speaker 2
Right. You mean the Wi Fi name and password, it has not changed?
12:00
Speaker 1
the back of the router. Does that make sense to you? [silence] What's the what? [silence] The light? Blue. [silence] It's blue. When you open it's been like that, yeah. [silence] Yeah. Oh, maybe this is why. The one that it's trying to connect to, that it doesn't use anymore, is a 2.4 gig, but the one, the other two are five and six gig. [silence] Does that make it [silence]
13:00
Speaker 2
That would only happen if the router was reset. What's the light of the Linksys' router at right now? What is the light of the Linksys' router? Yeah, the light. Oh, okay. So it's already connected. Okay. Uh, so your desktop, your printer, that's only device that's not seeing the WiFi name and the network list, I mean in the network settings, correct?
13:00
Speaker 1
But, megahertz, gigahertz. Does that make a difference? Does that make a difference? Does that make a difference? Because of the, what? What did you say again? Because of the, what? settings? [pure silence] And that's what you're going to send. Oh, okay. So, beans, it's the combination type router. [pure silence] I've got to separate the
14:00
Speaker 2
will make a difference. Well, if there have this, I mean, if the name of the 2.4, the five and the 60 GHz they're the same then, unfortunately, your printer cannot, will not be cannot find the Wi-Fi name because of the current settings because of the current settings. Yeah, you if your printer is an old printer, only support 2.4, then you'll have to name the 2.4 so that it will be separated to the 5 GHz and 6 GHz. That way you can Mmm.
14:00
Speaker 1
a two point 4 gig so it can read the printer or the printer can read it. is that what you're saying basically? I got you. okay. is is what you're going to send me help that or is that there's no way to do it? okay, great. Oh which email do you got? Cnongo or NcMungo? think you got Cnongo. that's good. okay.
15:00
Speaker 2
Yeah. For this type of issue, sometimes printer, based on experience, printer cannot see the Wi-Fi because of the the the router is on combination mode. So 2.4 or 5 GHz and your your printer only support 2.4 does not support mixed mode and that's going to be a problem for the printer. Mm. There is a way to do it and I'm going to send it to your email. Oh, I'll read it for you. N C is what I got here N C M U N G O @ Gmail.
15:00
Speaker 1
That'll work. Okay, well, thank you very much. I'll look for your email. Appreciate all your help. Okay. Bye-bye.
16:00
Speaker 2
very much welcome. I'll send it to you later, okay? five minutes.
16:00