V2 Rubric Detail — 14e1f5ba-739d-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-29 09:29
Duration
20m 48s
Contact
kashif shaheen
Issue Type
Parental Controls
V2 Outcome
Partial Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00135101
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wants to block explicit websites
⚠ 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

Resolution4.00/5
Accuracy4.00/5
Communication4.00/5
Protocol2.00/5
Efficiency3.00/5
Overall3.6/5

V2 Rubric Scores

Resolution4.06/5
Technical5.00/5
Communication5.00/5
Ownership4.29/5
EscalationN/A
Customer Exp3.93/5
Overall89.0% (+17.0)

V2 Grader Summary

The agent successfully re‑enabled site blocking by correcting static DNS entries and advised a password change, addressing the immediate symptom. While the root cause of settings reverting was not fully resolved and no follow‑up was scheduled, the call demonstrated solid troubleshooting, accurate technical guidance, and good ownership.

V1 Case Analysis

Customer reported adult websites no longer blocked. Agent accessed router via 192.168.1.1 after myrouter.info failed, corrected static DNS entries to OpenDNS (208.67.222.123 and 208.67.220.123), and confirmed blocking restored. Advised changing admin password to prevent unauthorized changes.

Troubleshooting Steps
  • Attempted to access router via myrouter.info (failed).
  • Accessed router via 192.168.1.1.
  • Navigated to DHCP > Static DNS settings.
  • Identified and corrected incorrect OpenDNS server IPs (missing .123 suffix).
  • Saved changes and verified blocking was restored.
Key Observations
  • Agent did not collect or confirm the router model or serial number, which is a critical protocol gap for product-specific troubleshooting.
  • Initial access attempt using myrouter.info suggests the router may be an SPNM series (ISP-provisioned), but the agent did not confirm this or adjust guidance accordingly.
  • Agent incorrectly stated that DNS settings only revert on factory reset, contradicting the KB note that ISP-provisioned models may revert settings after power loss or ISP remote management.
  • Customer confirmed the fix worked, indicating effective technical resolution despite protocol and accuracy gaps.
Positive Highlights
  • Correctly diagnosed that incorrect OpenDNS server IPs were causing parental control failure.
  • Successfully guided customer to correct DNS1 and DNS2 entries to 208.67.222.123 and 208.67.220.123, restoring filtering.
  • Confirmed with customer that the fix resolved the issue.
  • Provided sound security advice to change the admin password to prevent unauthorized changes.
  • Maintained clear, calm communication throughout the call.
Agent Errors / Gaps
  • Missing product model/serial number collection (critical protocol gap).
  • Failed to confirm router model before providing guidance, risking incorrect advice for ISP-provisioned devices.
  • Provided technically inaccurate explanation: claimed DNS settings only reset on factory reset, but ISP-provisioned SPNM models (e.g., SPNMX42CTF-UK) may have settings managed or reset by the ISP after power loss — directly contradicted by the KB note in universal_parental_controls.md.
  • Did not verify admin password before suggesting it be changed, risking access issues if forgotten.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 94%
Agent restored blocking by reconfiguring DNS to OpenDNS, but did not confirm long-term persistence or address root cause (unauthorized access); customer still at risk of recurrence.
R2 Met Diagnostic thoroughness conf 97%
Agent performed logical steps: verified prior fix, ruled out reboot, accessed router UI, checked DNS settings, and corrected them — advancing resolution meaningfully.
R3 Met Correct resolution path conf 95%
Agent correctly identified unauthorized configuration change as likely cause and recommended changing admin password — appropriate best-effort path for OOW or security issue.
Technical Accuracy
T1 Met Technically accurate info conf 96%
Identified symptom (sites no longer blocked), asked about reboots and changes, diagnosed DNS misconfiguration, and linked it to possible unauthorized access.
T2 Met Appropriate tools / resources used conf 95%
Used router web interface (myrouter.info and 192.168.1.1) to inspect and modify static DNS — correct and necessary tool for this configuration issue.
T3 Met No misinformation conf 97%
Provided accurate OpenDNS filtering IPs and correctly explained that settings don't revert on reboot unless factory reset is performed, consistent with universal_factory_reset.md.
Communication
C1 Met Clear & professional language conf 93%
Agent kept the conversation on track, gave clear step‑by‑step instructions, and managed hold periods without losing control.
C2 Met Confirmed understanding conf 94%
Used plain language, repeated instructions, and confirmed understanding at each stage, matching the customer’s technical level.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent did not transfer the call, took responsibility for troubleshooting, and followed through to a solution.
O2 Partially Met Proactive follow-through conf 88%
Agent gave immediate next steps (reboot, DNS change, password change) but did not set a clear follow‑up or timeline for checking persistence.
O3 Met Closure confirmation conf 95%
Referenced the prior Level‑2 case and built on that history rather than restarting the investigation from scratch.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was required for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution of escalation cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent thanked the customer and used polite language, but did not explicitly acknowledge the frustration of the blocking issue returning.
X2 Met Tone & rapport conf 94%
Agent maintained a courteous, patient tone, repeated instructions when needed, and kept the customer engaged.
X3 Met Overall experience conf 93%
Agent used existing information (previous case) and performed actions on the customer's behalf via guidance, avoiding unnecessary repetition.
Call Transcript26 turns · 30 lines
Speaker 1
Hi, two months ago I have a fiber broadband installation uh I spoke to your colleagues one month ago that I don't have any uh internet security uh security means that there is some websites uh like the the teenagers one I want to block. He did block for me But somehow I check yesterday He the block has gone or I don't know what happened It's not being block anymore
00:00
Speaker 2
Welcome to Lynxess support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Let's move on. Thank you. Hi, thank you for calling Links. My name is Josh. Yes, please. Today. Today. [silence] Okay. Okay. Okay. Where can I help? Got that one. Got that one. And by the way, can I know what kind of website you are
00:00
Speaker 1
any, uh, any, uh, teenagers' website, any, like, sex videos, porn videos, anything? When he asked me to go on the computer, he asked me to do some settings, yes, it is blocked, but somehow, I don't know why it's not been permanently blocked. It's, it's, it's not blocked anymore now. Yeah. Yeah. Yeah. Okay. Okay.
01:00
Speaker 2
[KEEP_UNCERTAIN] Trying to blog, sir? Got that one. Got this one. So just to confirm this feature that you were trying to block a specific website was working. working fine before, correct? I see. I see. Got that one. So just to confirm, am I talking to Mr. Kashif Shehzad? Did I pronounce your name correctly? Thank you so much. For confirming. So for this one, sir, kindly give me three to five minutes to check or to review your previous case, okay? hello, sir. Thank you for patiently waiting. Uh uh, just to verify upon double checking your resources or your previous case, it seems like the case was already handled by our level 2 team. And upon again upon review, um you were trying to block like or you were trying to block your devices to access the porn site. Is that correct? uh-huh. All right, and I believe the one of the level technicians already like fixed the issue. However, you you are telling now or you're telling that you you can, you are able to access again the word uh the porn site, correct? All right. Uh-huh. and did you not reboot or restart the router prior calling us?
01:00
Speaker 1
Say it again? No. No. Okay. Yes. Yes. Yes. Okay. [silence]
07:00
Speaker 2
101 did you reboot or restart the lens its router prior calling us? 112 So you did not change any settings on the router as well, correct? 115 All right, you had that one, sir. And then, thank you so much for confirming as well. So for this one, uh we are going to access the web user interface of the router and then we will check if the local DNS that was inputted from the LTS support is still the it's still there or it's still appearing on the local DNS settings, okay? 116 All right. Okay, so, uh do you have a computer that is currently connected to your router's network? 117 Okay, great. Uh so on that computer, kindly open up browser and in the address bar, type in http colon//myrouter.info and then press enter.
07:00
Speaker 1
Sorry uh HGTP. Yes. Yes. My router. Go ahead. Please. I did pass uh interest. It says link keys trying to reach link keys now and that's it says if you're trying uh it says if you're trying to administer link is now based Wi-Fi 7 zero solution reach this it may be due to one of these reasons your device is not connected or your VPN is enabled or you're using customer DNS provider. It says need help with.
08:00
Speaker 2
By router that's with end information yes sir and then press press enter thank you so much and what are the options you can see on the screen?
08:00
Speaker 1
Is it link hundred and 17% two dot two dot one okay it's office of the run password okay
09:00
Speaker 2
I see uh just to confirm the computer is still connected to the router's network right yeah and can you check if there's a VPN there on the computer settings or if so can we make sure that it is off mhm got that one yeah let's yes sir let's try to access that web user interface using that IP address or URL instead so yeah just type in 192 168 1.1 and then press enter that's great so kind of
09:00
Speaker 1
Okay. M. Going, going, going. Oh God. Okay, I put the password, I enter it, it takes me to the link is website, and then it back again on login, and says put the router password again. Okay. [silence] [silence] Okay. I put the password, I enter it, it, it takes me to the link is website, and then it back again on login and says put the router password again.
10:00
Speaker 2
I see. Can you try to log in again using the router password and let me know if the issue persists? Thank you. [silence] I see. Can you try to log in again using the router password and let me know if the issue persists?
10:00
Speaker 1
so you want me to restart the router so you want me to unplug it right [silence] I'm
11:00
Speaker 2
I see. Got that one, sir.
11:00
Speaker 1
I'm good. Okay. Okey. We can beta test it. Okay. I, I'm plug and plug it again.
12:00
Speaker 2
the power adapter from the power cord, sorry from the power outlet and then re-plug again the power adapter to the power outlet. So once the router has been replugged into the power outlet, so we will wait again for its light to turn to solid white. Okay. Thank you so much for that one. So currently or for now, let's wait for the light on the router to turn, turns back to solid white, where that indicates that it is already online or working. [silence]
12:00
Speaker 1
It's on local networks. Be right back. Okay. No, it's [208]672222. It's [208]672000.
15:00
Speaker 2
Yes, sir. And under local network, click the DHCP server. That's correct. So, yeah, under DHCP server, uh server, on the static DNS one, can you check if it's still showing there that 208.67.222.123 for the DNS one. I see. Uh how about for the static DNS two? Thank you so much for that information, sir. So, right now, we are going to change the static DNS one and static DNS two information. Okay? So, for the.
15:00
Speaker 1
Uh yes. Okay. No only last one. 2 0 8 6 7 2 2 2 and you want to change 1 2 3. Okay. And what about the... The N. PS. Okay. Yeah. Yes. Okay.
16:00
Speaker 2
Okay Sir. We will be manually changing the last / field / the last octet / to 123. Yes Sir. That's correct sir. Yes, for there. This static once too, again simply change the 4th octet to 1 23 as well. So for the static dash Dennis too. It should be there or it should be showing there 208 67 220 123 and once again make sure to press save.
16:00
Speaker 1
Okay, uh, one second is fixing. Okay, uh. Okay, the settings have changed now. Open group. Uh, so you want me to check the,
17:00
Speaker 2
So after you press save, kindly check again if your devices, like, can no longer access, uhimplicit sites or porn sites. No worries there. I'm very ah just to confirm, uh the sides are already been blocked, correct. Yeah, uh yes, sir.
17:00
Speaker 1
Okay. It blocks now. But it why is it it it came back again. Why is it that thing got changed? Normally you know like I have
18:00
Speaker 2
Yes, sir. By default, that should not be happening. Like the static then s1 and s2 should not alter back to factory default. So for now, uh, Mm hmm. And also, sir, you mentioned that you did not reboot or you did not experience any power outages prior calling us. Is that correct? [silence]
18:00
Speaker 1
children. So if they take out the socket and they put it back, it'll restart again. So it means whenever it's going to restart again, the setting will change. Okay, uh, router password, uh, I will change but I did to ask you one more question. If I want to do, let's say if it happens again in the future, right? And if I want to
19:00
Speaker 2
No, sir. By default it should not reset all settings on the router back to factory reset or default even though if we reboot or restart router. However, once we reset or press the reset button that's the time that all settings that have been saved on the router will back to factory default. And for this one uh is it possible to change the router password instead because it could be possible that someone is accessing the web user interface for them to, again, change the static DNS on the router huh? hmm. That's correct, sir. Absolutely. That's correct, sir. Yes, sir. So, yes, sir. So, again, I would again make sure to change the router password, okay? I said that you are the only one who can access the router and you're the only one as well who can change any settings on the router. All right. Thank you so much, sir. You're most welcome. Thank you so much again for calling Linksys. You have a great day.
19:00