V2 Rubric Detail — f2c48630-60de-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-05 13:03
Duration
21m 38s
Contact
Nita Williams
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jane Hebia
HappyFox Case
#TE00132294
Support Country
Other / Unmapped
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: The customer's printer is unable to connect to the network.
⚠ 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.
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent introduced an unauthorized third-party remote support tool (join.zoho.com), which is not a supported or secure Linksys method, indicating evasion of standard troubleshooting protocol.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the printer connectivity issue, deviated from standard procedures by introducing an unauthorized remote support tool, and provided factually incorrect information. No effective troubleshooting, ownership, or empathy was demonstrated, resulting in customer frustration and intent to return the product. This constitutes a critical failure under Avoidance/Evasion (B), triggering an auto-zero.

V1 Case Analysis

Customer unable to connect HP OfficeJet Pro 8030E printer to Linksys router; agent used unauthorized remote-support URL (join.zoho.com); no resolution achieved.

Troubleshooting Steps
  • Asked if the computer was wired or Wi-Fi.
  • Requested printer model number.
  • Instructed to disconnect printer Ethernet cable.
  • Guided the customer to open printer settings.
  • Attempted to have the customer join a remote support session via join.zoho.com.
Key Observations
  • Agent used a non-Linksys remote-support URL (join.zoho.com) that is not part of standard KB or approved support tools.
  • No router model, serial, or warranty information was collected despite being critical for support eligibility and troubleshooting.
  • No correct printer-to-router configuration steps were provided (e.g., enabling Wi-Fi on printer, checking network settings, confirming SSID).
  • Customer became increasingly frustrated and explicitly stated intent to return the router due to unresolved issue and lack of trust in support process.
Positive Highlights
  • Agent correctly asked whether the laptop was connected via wire or Wi-Fi, helping clarify network topology.
  • Agent requested the printer model number, showing an attempt to identify the device in question.
Agent Errors / Gaps
  • Provided incorrect and unauthorized remote-support instructions using join.zoho.com, which is not a Linksys-approved support platform.
  • Failed to collect essential device information (router model/serial number), violating basic support protocol.
  • Did not follow standard printer-setup troubleshooting flow (e.g., no SSID/Wi-Fi setup, no IP verification, no LAN port check).
  • Gave confusing, fragmented directions without confirming outcomes or understanding printer interface.
  • Introduced a third-party remote-access tool that could pose security/compliance risks and is outside approved support scope.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer states, 'I'll just have to return the router' — issue unresolved and customer dissatisfied.
R2 Not Met Diagnostic thoroughness conf 96%
Agent instructs disconnecting printer cable and using join.zoho.com instead of diagnosing Wi-Fi setup; no logical troubleshooting steps followed.
R3 Not Met Correct resolution path conf 95%
Agent attempts non-Linksys remote support (join.zoho.com) rather than applying known printer setup methods or escalating appropriately.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No diagnostic sequence — agent fails to verify printer capabilities, network mode, or IP assignment before issuing unrelated instructions.
T2 Not Met Appropriate tools / resources used conf 95%
Use of join.zoho.com is not a Linksys-approved tool; agent bypasses standard tools like router admin interface or printer WPS setup.
T3 Not Met No misinformation conf 97%
Agent provides incorrect password 'Wilson1984' not found on any Linksys label; directs to non-functional third-party remote link.
Communication
C1 Not Met Clear & professional language conf 93%
Agent lacks structure: shifts abruptly from cable disconnection to remote session without clear plan or transitions.
C2 Not Met Confirmed understanding conf 92%
Agent uses vague terms like 'gear icon' without confirming customer interface; fails to adapt to confusion about NITA 2.4 vs Nita 2.
Customer Ownership
O1 Not Met Ownership & empathy conf 94%
Agent defers to external remote tool instead of owning resolution; abandons troubleshooting path.
O2 Not Met Proactive follow-through conf 95%
No next steps or timeline provided; call ends with customer deciding to return product.
O3 Not Met Closure confirmation conf 91%
Agent ignores customer’s statement about three prior calls; treats case as new without referencing history.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted during this interaction.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent uses scripted 'I totally understand' without acknowledging repeat contact or frustration; customer expresses distrust.
X2 Not Met Tone & rapport conf 92%
Agent continues with complex remote session setup despite customer confusion and stated distrust of external links.
X3 Not Met Overall experience conf 94%
Customer repeats printer model and connection details; agent adds unnecessary steps (typing remote URL) instead of simplifying.
Call Transcript37 turns · 38 lines
Speaker 1
This is Linksys Technical Support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. [silence] Hello. [silence] Um, Hi, this is Clark from Linksys, one of supervisor. Um, your case has actually escalated. Um, So, how can I help you, um, Mita? [silence] Mhm. Mhm. Mhm. [silence] Okay, got it. Thank you so much for that information. I totally understand that. Um, So, let me just verify these information right now Nita. Your Linksys route there, you only have
00:00
Speaker 2
the clock won't go back. hello. Okay. Well, I can't get my Linksys router hooked up to my printer. I was told by Linksys when I bought it that it would be super simple to hook up. No problem. Just call in and I would get help. But I've now been on the phone three different times and I'm told that they can't help me hook it up to my printer.
00:00
Speaker 1
One router, correct.
01:00
Speaker 2
Correct. Yes, it's blue. And I have my printer directly connected via cord from the router to the inter. Tranter. Yes. Tranter. Yes, and it would not print. [silence] Oh, a couple of, two or three years. It's an HP. [silence]
01:00
Speaker 1
Okay. Okay. So you purchased this new router, right? Okay. Got it. Just give me a moment then. All right. Um, could you please verify, Netta, if the computer that you're using right now is connected via wire to the router or is it, is it connected via Wi-Fi? Okay. All right. So, what we need to do right now, okay? So, here's the thing for this one, Netta, in order for us to properly understand each other, Um, as Linksys technician, we can actually, um, provide technical support, support, and overall inquiry regarding to this newly purchased router of yours. And also, so, what we have here, okay? Okay? Can you familiarize yourself with the connection setup of that router for its proper setup, okay? All right? Okay.
02:00
Speaker 2
I bought my laptop and my printer at the same time and it worked perfectly fine until I got this new router. It's connected via Wi-Fi.
02:00
Speaker 1
Okay, good afternoon to your home. I'll be assisting you today. I see that you're having a bit of an issue with getting your Canon printer connected to the network. Yes, correct? Okay. First off, I'd like to confirm if your Canon printer has a screen where you can easily connect to Wi-Fi. Okay? Let's say if you have the screen, you could just allow it to identify the SSID that you currently have, which is Dan Place which is this one right? correct? Okay, if it's there just, you can select that printer, once you select that, just input the password of the LinkSys, which is Wilson1984. Sorry, could you just run one by me? Yeah, okay, go ahead. Type it out. Before we start on that one Amita, can you or do you know what is the model number of your printer? Do you have that one on your end right now? Okay. Okay, got it. Just give me a moment, okay? Oh. Okay. All right. So here's a thing that we need to do right now, first, I need a okay. Um can you tell me.
03:00
Speaker 2
Yes, I do. It's a, it's an OfficeJet Pro and the model number is 8030E. And that actually pops up in my, in my box of Wi-Fi, you know, devices. But like I said, the last person I talked to had me create a different name for it. [silence]
05:00
Speaker 1
which network your computer or laptop is connected? can you tell me? the Wi-Fi name which network it's connected, Okay, is is that the Wi-Fi name for the 2.4 of your linksys router? Okay. Alright, can you connect to meta 2.4 then? Okay. Alright. So, how about this one? Let's go ahead and go to your printer, all right? So, currently your printer is connected wired directly to the router. Can we disconnect the cable to the printer? Okay. Okay. And then on your. [silence]
06:00
Speaker 2
I don't understand what you're asking me. My computer NITA 2. No, that one is NITA 2.4. It says it's connected. Sure, sure. I just did that.
06:00
Speaker 1
okay on the printer's dashboard or screen okay um can you look and um click or open the settings or it looks like a gear icon okay mhm all right do you see an uh do you see an option named network setup can you look for that Okay. Uh did you already click the gear icon or the setting? Did you open it already? mm.
07:00
Speaker 2
Yes, I just did that and it lists the HP OfficeJet Pro 8030. I don't see anything that says that. Would it be an icon at the top of the thing? I have the settings screen open and it list it list the printer.
07:00
Speaker 1
Speaker, please. All right, yeah, but uh um, can you tell me what are the information showing on that screen? Okay, so no information about like, network setup or something like that. Is that correct? [silence] Okay, there's no other information? All right. [silence] Okay. Um, how about this one? Let me just go ahead and do a
08:00
Speaker 2
do you want me to click on that? Now it's not the 2.4 point that the last person had me put in, it's the way, it's what, the way it's been listed since I've had the printer, but you want me me to click on it. HP office jet Pro 8030 series, and then it gives the serial number. nope. nope. gives me the I P address. No. Uh, hold on. wait. No, there's nothing else on here. [silence] Wait a minute. Okay. What I'm looking at is HP office jet Pro 8730 series. And then it does have a serial number up on the top corner. [silence] Okay. On the bottom left-hand corner, it has an IP address.
08:00
Speaker 1
So, on your computer, can we open a browser and that's, um, yeah, sure, um, any browser, we'll do like Chrome Edge or something like that. All right. And then on the address bar, can you please type in this information? So, can you type in the word join? So, that's J for Juliet, O for Oscar, I for India, N for Nancy. And then period. And then Zoho. So, that's Z for Zulu, O for Oscar, H for Hotel, O for Oscar.com.
09:00
Speaker 2
All right. Would my email browser be OK? OK. It's open. OK.
09:00
Speaker 1
All right, and then um forward slash Seven seven zero zero one two Yes, that's right, and then four four three. Yeah, please don't click enter. Okay, how about this one? I'll send you uh something on your email and try to check if you can click on it. Okay?
10:00
Speaker 2
All right. [silence] Googoo54@chow offline.com. Not yet. [silence] I have.
11:00
Speaker 1
Yep, that's right. Click that. All right. Do you see the link? Okay. Can you click on that, please? All right, can you copy that one instead and paste it on the address bar? Uh were you able to copy and paste it?
12:00
Speaker 2
Okay. Yes. It won't let me do it. It won't let me click on that. [silence] Nope. It's not working.
12:00
Speaker 1
Okay. Okay. Um may... Okay. What browser are you using right now? Uh, me to Google Chrome. Okay. Um, just give me a moment. Okay. Okay.
13:00
Speaker 2
You know, this isn't gonna work. I don't understand why this is so difficult. I was told by Lynx that it would be super easy, just no problem whatsoever. I mean, this link will not let me copy it. Why is that? Google Chrome. I'm trying to type it in now.
13:00
Speaker 1
OK, can you try to, how about this one on your laptop, OK? Can you try to turn off your Wi-Fi on your laptop and turn it back on? Yeah.
14:00
Speaker 2
It looks to me like with this 2.4 thing in here. I can either connect to that or the other one, but not both at the same time, which does not help me. I need to be connected to both my computer and my printer at the same time. The last person I talked to had me do that, but I don't think that's working. [silence]
14:00
Speaker 1
Oh, got it. So, um, so currently, right now, your laptop is connected to the NITA 2.4, right? Alright, um, how about the 5 gigahertz? Is it's showing on the list? [silence] Okay, can you turn it on? Uh-huh. [silence] No, no, just click again the Wi-Fi icon, so that you can turn it back on. [silence] Uh-huh.
15:00
Speaker 2
Right. No, she didn't have me do that. Now I'm now it's telling me the Wi-Fi is off. And to turn Wi-Fi back on manually. Is that how I should do it manually? Okay. Now, I have two different Wi-Fi is showing up. 2.4 is supposedly my printer and it says it's connected. And then I have Nita 2 which I guess is my computer, although I thought the name of it was just Nita. I didn't think there was a 2 at the end of it.
15:00
Speaker 1
Connect Anita, too, please. [silence] Yes, please. Just connect. [silence] All right. All right. Can you please go back to the browser and try to... try to reload the page?
16:00
Speaker 2
Do I want to click connect automatically or connect? Now it says connected and secured, but of course it does not say 2.4 is connected and secured. Hold on. I had to go do something. Hold on. [silence]
16:00
Speaker 1
Okay. Can you open again, the join.zoho.com? Mhm.
17:00
Speaker 2
[silence] Okay. Now it will open my email. Again, the link does not work, so I'm going to have to type it in. [silence]
17:00
Speaker 1
okay. jc the number The session ID is ready on the page. right. Okay. can you tell me what you're seeing right now? [silence]
18:00
Speaker 2
Okay, now I have something up that says join remote support session. I don't see any numbers on the page. It says. [silence]
18:00
Speaker 1
Okay. Okay. Alright, so on the section ID can you enter these numbers please? 770. 012. 443. Yeah, yeah, that's fine, it's automatic. 443. Um, enter your name, your first name and then join session.
19:00
Speaker 2
Join remote support session. And then it says session I. D. Which is blank. And then name. Which is blank. And then a blue box that's chosen session. Sorry. Now it's automatically dash in there. Is that okay? Okay. Then what? And then click join session.
19:00
Speaker 1
Yes, I am. Yeah, that's fine for us. Then we totally understand and respect your decision if that's your final then. Thank you so much for this kind of conversation that we are doing right now. So, if you cannot appreciate them doing the troubleshooting, then I totally understand and respect that.
20:00
Speaker 2
You know what, are you in the Philippines? Oh, I don't want to connect to anything outside of my country. You know what, I'm going to plaster links with how falsely all this was advertised to me. I it's ridiculous that I am having this much trouble and can't get my printer to work. I guess, I'll just have to return the router and I'll have to get one that was made in the United States if that's possible. [silence]
20:00
Speaker 1
Hello, Nita. Thank you so much. Have a good one. Take care and goodbye.
21:00