V2 Rubric Detail — fcc6f74c-6419-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-09 15:43
Duration
13m 47s
Contact
917-862-8883
Issue Type
Printer/Device Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
RANGE EXTENDERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership0.00/5
Escalation5.00/5
Customer Exp0.00/5
Overall34.4% (+6.4)

V2 Grader Summary

The agent partially engaged with the technical issue by identifying IP differences between devices but failed to conduct full diagnostics, verify product type, or adapt communication to the customer’s level. The call ended without resolution, ownership, or next steps, leaving the customer overwhelmed and planning to call back. Despite correct elements in technical explanation, overall execution did not meet minimum standards for progress or experience.

V1 Case Analysis

Customer reported printer connectivity issue due to suspected IP conflict involving two Linksys range extenders. Agent incorrectly stated modem and router could share the same IP address, suggested irrelevant WPS use on the printer, and failed to guide customer to access router admin page properly. No resolution achieved; customer requested callback.

Troubleshooting Steps
  • Collected extender serial numbers (38U20M15D01827, 38U410M56C12661) and customer email (rzolew@aol.com).
  • Asked for ISP (Optimum) and attempted to verify warranty status.
  • Noted LED status (red/blue) but did not act on red LED indication.
  • Incorrectly stated modem and router could share the same IP address.
  • Suggested separating 2.4 GHz and 5 GHz SSIDs without verifying extender mode or guiding through admin access.
  • Directed customer to access router UI via myrouter.local but did not troubleshoot access failures.
  • Suggested trying different browsers (Firefox, Edge, Chrome) without verifying network connection.
  • Incorrectly mentioned WPS on the printer as a potential solution.
Key Observations
  • Agent made a materially false technical claim that the modem and router could share the same IP address ([07:00]), directly contradicting KB and networking fundamentals.
  • Agent suggested using WPS on the HP 9010e printer ([12:00]), which is not supported or relevant for this model per KB.
  • Agent failed to collect extender model numbers, verify operating mode (repeater vs access point), or guide through a proper factory reset despite red LED status ([11:00]).
  • Customer could not access myrouter.local; agent did not troubleshoot connection method (wired vs wireless), suggest IP address fallback (192.168.1.1), or confirm network association.
  • Call ended with no clear next step beyond customer-initiated callback, despite in-warranty status requiring active support.
Positive Highlights
  • Collected both extender serial numbers accurately from phonetic spelling ([01:00], [02:00]).
  • Confirmed customer's email address (rzolew@aol.com) and ISP (Optimum).
  • Attempted to verify warranty status based on serial number ([01:00]).
  • Correctly identified the need to access the router admin interface and provided the correct URL myrouter.local ([09:00]).
  • Suggested trying alternative browsers when myrouter.local failed to load ([11:00]).
Agent Errors / Gaps
  • Provided factually incorrect technical information: claimed modem and router could share the same IP address ([07:00]), which violates IP addressing rules and directly contradicts Linksys KB.
  • Suggested using WPS on the HP 9010e printer ([12:00]), which is not supported or applicable per KB guidance.
  • Failed to collect extender model numbers, which are essential for accurate troubleshooting and feature validation.
  • Did not guide the customer through a proper factory reset of the extenders despite red LED status ([11:00]) indicating a problem, as outlined in the range extender KB.
  • Did not verify the customer was connected to the extender's network before instructing to access myrouter.local, nor suggested wired connection as a fallback.
  • Did not offer alternative access methods (e.g., 192.168.1.1) when myrouter.local failed to load, as specified in the KB.
  • Allowed the call to end without setting a clear follow-up plan or sending troubleshooting instructions via email, despite in-warranty status.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer ended call stating they would call back later due to confusion; no resolution achieved.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent identified IP conflict concern and suggested separating bands and accessing myrouter.local, but did not guide through full diagnostic steps or verify model/IP details.
R3 Partially Met Correct resolution path conf 89%
Agent confirmed warranty status verbally and attempted to guide customer toward self-resolution, but failed to verify device type or tailor advice to extender limitations.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent recognized the symptom (IP mismatch) and correctly explained modem vs. router addressing, but did not ask for router model or connection method to narrow root cause.
T2 Not Met Appropriate tools / resources used conf 96%
No use of tools (e.g., remote access, firmware check, or prior case review); relied solely on verbal guidance despite customer’s inability to access UI.
T3 Partially Met No misinformation conf 93%
Correctly stated modem and router have different IPs, but 'separate network bands' advice is misaligned with reported IP routing issue involving extenders.
Communication
C1 Partially Met Clear & professional language conf 88%
Agent maintained basic flow but had multiple silences, unclear transitions, and failed to reframe when customer expressed confusion.
C2 Partially Met Confirmed understanding conf 87%
Used technical terms like 'separate network bands' without simplification, but did attempt to clarify myrouter.local access across browsers.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Did not take ownership; allowed call to end without establishing a follow-up plan or case continuity.
O2 Not Met Proactive follow-through conf 96%
No next steps, timeline, or callback commitment set; customer initiated disconnection due to unresolved confusion.
O3 Not Applicable Closure confirmation conf 100%
No prior interaction documented; first contact with no handoff required.
Escalation Judgment
E1 Met Correct escalation decision conf 94%
No escalation needed at L1; issue was within scope for basic troubleshooting, though execution was incomplete.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, and none was warranted given the nature of the issue.
Customer Experience
X1 Not Met Customer effort minimised conf 97%
No acknowledgment of customer’s frustration after HP call or repeated effort; missed empathy opportunity.
X2 Not Met Tone & rapport conf 95%
Maintained technical pace despite customer’s repeated confusion and request for simpler explanation.
X3 Not Met Overall experience conf 96%
Customer struggled to access myrouter.local and had to repeat serial numbers; agent did not offer alternative paths or reduce effort.
Call Transcript28 turns · 28 lines
Speaker 1
Yes. I don't know if I'm on the warranty or not. And I have two Linksys extenders that HP told me to call you about. Should I give you the serial number of one of them?
00:00
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 is available. Please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out-of-warranty product, paid support option may be available depending on the issue. Hi, thank you for calling, this is Joy, how can I help you today?
00:00
Speaker 1
Serial number is three eight, you as in United two zero, M you as in Michael one five D as David zero one eight two, seven. Optimal. I have another one too. Do you need to know that? Yes it is. Oh, how nice! Do you need the serial number of the second device? Okay bear with me for [silence] [silence]
01:00
Speaker 2
That I just said. and who is your internet service provider? Optimum. Um, is this Mr. Robert's old? Uh, up. Uh, yep your device is still under warranty sir. Wait, but um. Uh, yep I have it please. [silence]
01:00
Speaker 1
One minute. So, cause I have to walk to it. Another side of the apartment quickly. correct. let me just turn this upside down? All right, the other serial number is 3-8-U-4 united 1-0-M for Michael, 5-6-C for Charles, 1-2 six six one. The light is blue.
02:00
Speaker 2
Your email is rzolew at aol.com. Okay. Right, so you only have these two nodes in total, right? And what is the LED light of those nodes at the top? What's the light?
02:00
Speaker 1
Okay, I just spent an hour on the phone with HP because my printer and computer weren't communicating. So, they redid everything. I gave them control. What they told me is that the IP address that was showing on the printer was not the same as the Wi-Fi. That for some reason the printer the your Linksys router extenders have a different IP address as the the printer itself and everything kept defaulting to the IP address on your um on your routers. So, he
03:00
Speaker 2
for both of them. Okay. So, what's your main concern regarding with this note? [silence]
03:00
Speaker 1
Said that they both have to come off the same IP address, which is the one off of the the modem itself from Optimum. Does that make any sense to you? I hope I I explained that correctly. Well, let me try to rephrase it. He, it's the language that I'm most concerned with, uh, here with, um, he may have said it has to have the same name as the, the Wi-Fi name. For, but I, I don't, does that make any sense? [silence]
04:00
Speaker 2
...because for... IP address there we don't have control for that because once you connect the router to the modem the modem will assign automatic IP address on the router so we cannot change that one. [silence] Like what do you mean for the Wi-Fi?
04:00
Speaker 1
Correct. I mean, I want them all two feed off of the same Wi-Fi, correct? Right. Okay. So if I look at Wi-Fi, I'm sorry, I'm confused. You know what you're talking about and I'm just. So what you're suggesting is that there may not be an issue now at all.
05:00
Speaker 2
okay. now, if you were going to make the, um, like, your router and your modem would have the same wifi name, both of those names will still show up on your network. So it happens that you're. Go ahead. it shows two, yeah. Um, what is the brand of your printer?
05:00
Speaker 1
HP 9010e. Well, when we were doing the Troubleshooting to figure out why the printer wasn't connecting to the to my computer, the an IP address came up that they said was the one for the your the Linksys extender rather than the Optimum modem. So the The modem and I'm sorry.
06:00
Speaker 2
Own IP address? Yeah, the modem and the extender will really not have the same IP address. The modem is a totally different thing. And netgear is different from what you have. So, model number?
06:00
Speaker 1
say that the modem and the route and you're out and you're out you should have the same IP address now okay that's what was happening and that's that's exactly what was happening so how can I prevent that from happening you printer had this had your IP address instead of the what you will call it instead of the computer so if I want to scan something in the computer it wasn't communicating with the other devices in your network so [silence]
07:00
Speaker 2
The modem and the router will not have the same IP address, though. They will be like on the same range but not the exact same number because that will conflict and the router will not go online if they will have the same IP address. Like both your modem and... um, why does the same IP address? The modem and the router? Or the router and the printer? [silence]
07:00
Speaker 1
Then I don't understand. How do I prevent this conflict from happening again and again?
08:00
Speaker 2
[silence] Have you tried separating your network bands? Or how did you connect your computer, I mean your printer using WPS or like wi-fi only? [silence] [silence] [silence]
08:00
Speaker 1
I don't know how to do that. Uh, I'm not sure what the heck you mean. I'm just connected to the Wi-Fi. That's all I know. Is there anything else that you can explain that to me any other way? [silence] You sure listen? Uh, I don't remember. Uh, I'm sorry. What
09:00
Speaker 2
You can try to separate your network band, like separate both 2.4 and five gigabert on your router and make your computer connect to 2.4 network only. If you if you if you have like combined network right now, um if you have a computer, just connect your computer to your routers network and access the website merouter.local. Um we need to to access that website for us to manage your settings on the router and change.
09:00
Speaker 1
And how would I do that? How would we do this? Okay, my browser, local, let's see what happens. Just my router dot local, it's not dot com after that or anything Cause it's not opening. Oh. The router, no, the...
10:00
Speaker 2
Change the Wi-Fi name for 2.4 so that it will be separated. You need to do that on your computer. So, on your computer, you need to open up a browser and access my router.local - that is the website. [silence] Yeah, just my router.local and make sure to type that in the very top bar, the web address bar.
10:00
Speaker 1
the LED is red, do I need to reset it Now it's blue, I reset now it's red. I reset it to blue. But. The browsers that will it use, the Safari browser or do I need to use, the Firefox Let me try Firefox. And. it's My browser, um local. All right. So you get to I'm not getting it to that. Or neither, bro. [silence]
11:00
Speaker 2
Solid red. Okay. Any browser. Yeah, you can also try it if it don't work to other browser.
11:00
Speaker 1
What word is second again, server not found, try again. Yon'm connected to the network. Yeah, it's not getting me there. Right, right, I've done that. But it's just not loading. It's not loading on Safari and it's not finding it on Firefox. Uh, not on my laptop. No, I I
12:00
Speaker 2
Make sure your computer is connected to the internet. Make sure your box... or Microsoft Edge or chrome, or if you have WPS on your computer on your princess on your printer, you can also use that method instead.
12:00
Speaker 1
I'm not sure what you mean wps on the printer, and then, and then. You know something? I'm gonna have to call back another time, because I've been going through a lot with, um, HP right now. I'm just getting confused, and I want to be able to think clearly. So, so I will have to call back another time, but I do appreciate your help. Thank you very, very much. [silence] Thank you. You too.
13:00
Speaker 2
Yeah, wireless setup, sure. Okay, sure. Yeah, sure. We'll come, sure. Thank you for calling links, just have a good one. Bye.
13:00