V2 Rubric Detail — 174db496-7ede-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-13 17:12
Duration
42m 23s
Contact
+447466679789
Issue Type
Parental Controls
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (7 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication1.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution3.44/5
Technical4.06/5
Communication0.00/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall57.6% (+1.6)

V2 Grader Summary

The customer confirmed resolution of parental controls after disabling IPv6 via local web UI, meeting R1. However, communication and customer experience were severely lacking: agent failed to establish call control, used inconsistent terminology, ignored mobile-only context, and showed no empathy. Technical accuracy and tool use were sound, but initial troubleshooting skipped key steps like verifying ISP control and device selection.

V1 Case Analysis

Customer with ISP-provisioned SPNMX42CTF-UK reported parental control schedules not blocking internet. Agent guided to disable IPv6 via local web UI (192.168.1.1) and reconfigure schedule. Customer reported ability to set time blocks but no confirmation of blocking functionality. No model/serial collected.

Troubleshooting Steps
  • Directed customer to access router via local web UI (192.168.1.1)
  • Instructed to disable IPv6 under Connectivity > Internet Settings
  • Guided customer to reconfigure parental control schedule via local web UI
Key Observations
  • Agent correctly identified IPv6 disable as the workaround for parental control issues (per KB guidance for EA/MX/MR/WHW/SPNM series)
  • Provided correct local access URL (192.168.1.1) for router configuration
  • Repeatedly misdirected customer to use Linksys app for IPv6 settings, which are not available in the app for SPNM series (contradicts KB)
  • Failed to collect model number despite customer attempting to provide it (SPNMX42CTF-UK inferred from partial label reading)
  • Long periods of silence and lack of call control severely disrupted troubleshooting flow
  • No confirmation obtained that parental controls were actually blocking internet as intended after reconfiguration
Positive Highlights
  • Correctly identified IPv6 disable as the appropriate workaround for parental control issues (per KB)
  • Provided correct local access URL (192.168.1.1) for router configuration
  • Successfully guided customer to Connectivity > Internet Settings path after initial confusion
  • Correctly instructed to uncheck IPv6 enable and apply changes
Agent Errors / Gaps
  • Repeatedly directed customer to use Linksys app for IPv6 settings, which are not available in the app for SPNM series (contradicts KB guidance)
  • Failed to collect product model number when customer attempted to provide it
  • Allowed excessive silence without explanation or re-engagement, severely disrupting call flow
  • Did not verify successful completion of critical steps (IPv6 disable, schedule re-creation)
  • Provided contradictory instructions by suggesting app use after establishing need for web UI

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirmed resolution: 'I can now give the time block internet access... thank you' and 'every device I can set up like this'.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested restarting, disabling IPv6, and reconfiguring parental controls but did not verify device selection, schedule time zone, or confirm ISP-specific control limitations before concluding.
R3 Partially Met Correct resolution path conf 85%
Agent pursued disabling IPv6 as a workaround without first confirming whether parental controls are managed by ISP (Community Fibre), which may override local settings — a known limitation per KB.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent asked if time zone was checked and whether router was restarted, but failed to ask about device selection, schedule activation, or ISP management — key diagnostic steps in KB.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly directed customer to use local web UI (192.168.1.1), navigate to Connectivity → Internet Settings, and disable IPv6 — appropriate tool use per KB for this scenario.
T3 Met No misinformation conf 90%
Instructions to disable IPv6 under Connectivity → Internet Settings are factually correct and align with KB guidance for resolving parental control issues on affected models.
Communication
C1 Not Met Clear & professional language conf 95%
Agent never established call structure, had multiple unexplained silences, repeatedly asked 'what’s your question again?', and lost control of conversation flow.
C2 Not Met Confirmed understanding conf 90%
Agent used inconsistent terminology (e.g., 'links', 'lynx', 'Linksys Smart Wi-Fi tools'), did not confirm understanding, and failed to simplify explanations for a clearly confused customer.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and persisted through confusion until customer confirmed resolution — demonstrating ownership.
O2 Met Proactive follow-through conf 90%
Agent provided specific next steps (disable IPv6, use local UI), guided customer through execution in real time, and confirmed completion — no follow-up needed.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; this appears to be first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue was resolvable at L1 with proper troubleshooting.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation performed; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer frustration, repeated effort, or expressed empathy — remained transactional despite customer’s clear distress and confusion.
X2 Not Met Tone & rapport conf 95%
Agent did not adapt tone, pace, or language to match customer’s fragmented speech; continued using complex terms and one-sided instructions without checking comprehension.
X3 Not Met Overall experience conf 90%
Agent insisted on computer use despite customer stating they only had mobile, forcing unnecessary effort and device switching that delayed resolution.
Call Transcript66 turns · 72 lines
Speaker 1
You know I mean the community fiber give me this number for the link sys parental control. Last 7th of July I set up the parental control in community fiber. But two three days is working and now is not working. If I give the schedule it's not put the internet like laptop or TV. So. So body can you tell me again?
00:00
Speaker 2
Welcome to ink support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Thank you for calling Nuris. It's me. How can I help you? So I'm just checking on a few things What's the model number of this router you're calling for? It's on the sticker underneath. Model
00:00
Speaker 1
Be quiet. I'm looking for the line and to see something. I'm not sure. It's right on it. I don't know. No. Can I tell him? Hello. 520 M37.
02:00
Speaker 2
[silence] Yes. Uh-huh. Go ahead.
02:00
Speaker 1
Are you ready for brother V 03? 627 a E for sugar yeah next to seven Yeah. You know the past two-three days is work, someone set up the one but now it's not working. Yeah I deleted all the schedule and then I give the again, again I give the new schedule but it's not working.
03:00
Speaker 2
Regarding the different control settings on this type of router. If it's not working the only troubleshooting by the way is to restart the links is to turn it off and on the parental control feature and then disabling IPv6. That's the only workaround that can be done regarding the parental control. Because your concern is, right. And did you try to like totally remove it and then recreate it back?
04:00
Speaker 1
working. Yeah. Yeah. Yeah. Yeah. I linked it. Can I look in the links? Um, up here. [silence]
05:00
Speaker 2
And the the time zone did you already change it as well? The time zone? Okay all right and you restarted the lynx device as well. [silence] Got it so those are the workarounds for the um regarding the problem uh about parental control settings. You can try to disable IPv6 to do that it's under the connectivity. You are logged in now to the router settings not. Yeah log into it. [silence] You need to change the control panel. [silence] Can you see the IPv6 option there? [silence] You can't find it? [silence] Is the router loaded? [silence] You said you've already restarted? [silence] Do a hard reset on the device. [silence] Is it still the same? [silence] There's also a possibility that it's an internet issue. [silence] Can you try a different internet to check? [silence] Try opening a different tab or website. [silence] Can you hear me? [silence]
05:00
Speaker 1
[silence] Yeah, I logged into it. Yeah. connection. I didn't find anywhere a connection. Where is the connection?
06:00
Speaker 2
Okay. And you can go to connectivity. [silence] Once you're in
06:00
Speaker 1
When I open it, it shows Wi-Fi, commify by guest access parental control and then that coming the devices, Yeah, and down is there is Internet slow or link says link up, that's it. Yes,
07:00
Speaker 2
on the dashboard. You'll see there links to Linksys Smart Wi-Fi tools. And below that is links, I mean, the, you can't really see it. That's it? Mm-hmm. Okay. Just to verify we're on the same page. You're logged in right now to links to Linksys Smart Wi-Fi tools. Correct?
07:00
Speaker 1
[silence] Connectivity where can I find it? Connectivity [silence] Little wi-fi-settings can I [silence] Wi-Fi settings. Yeah. Yeah, I find it. [silence] Find a connect device with WPS. [silence] This one list down. [silence] Okay. Yeah, is coming. [silence] Is saying, Wi-Fi protected setup, allows you to easily connect new devices to Wi-Fi network without manually configuration. [silence]
08:00
Speaker 2
Okay. It's under connectivity tab actually, connectivity tab. It's still under Wi-Fi settings, connectivity. Ah, not the Wi-Fi settings, but on the link to Linksys Smart Wi-Fi tools. Like, if you're able to. Yes.
08:00
Speaker 1
Can I put the connect? Hello? Can I just click the connect? Hello? Just checking, I'm not sure if I can connect. We're at the bottom on the device that I'm trying to, [silence] I now have 2 min to push the EPS bottom on the device you asked to connect me.
09:00
Speaker 2
Ah, huh. Off with the old and in with the new.
09:00
Speaker 1
So it's showing you want now two minute to push the WPS bottom on the device you are connecting. It's okay. Hello? Hello? It's okay. It's showing, showing my, You, you now have two minute to push the WPS bottom on that device you are connecting. It's okay. Can I wait two minute here? Yeah.
10:00
Speaker 2
Uh-huh, what's your question again?
10:00
Speaker 1
What's this? Hello. What can I do now?
11:00
Speaker 2
Uh-huh. Uh-huh. Yeah. You need to manually type in and set a password for that Wi-Fi name.
11:00
Speaker 1
Is that pin yeah that one? Hello. Which bottom can I do next? Check the Wi-Fi list. Oh Okay down Okay Uh-huh If you want then it will be linked to the stores to Google So there's an easy access option, uh
12:00
Speaker 2
Yeah, check your Wi-Fi list. If you can see the Wi-Fi you created. Yes. Okay. You don't have a computer that can be hardwired. That can be a hard one for now. You don't have a computer that can be hardwired. [silence]
12:00
Speaker 1
Put it in the other attendance, please. [silence]
14:00
Speaker 2
Yes. Uh, say that one more time. Admitted, that's okay. It's fine. You did it via app, correct? You configured it using the Linksys app. on my right.
15:00
Speaker 1
Yeah. Modern sonic blue, yeah. Tell me again. I'll go to the therapist yeah yeah that's what I go yeah
16:00
Speaker 2
Is it still solid blue? Okay, that means it's still working online. So again, you're already on the linksys dashboard, right? You can see all the settings there. Linksys smart Wi-Fi tools, so there's connectivity troubleshooting traffic meter. Can you see? Yeah. If you're logging in, okay. Then go to connectivity, connectivity tab. that's on the left side under router settings, connectivity.
16:00
Speaker 1
What do I need to do? What the crap is the 64. Oma? no, no, no, I didn't find any any options with the connectivity, the dashboard. The taskbook internet internal internal. That's better. No. One moment. Connect to your internet setting setting. No. So, that's just.
18:00
Speaker 2
Just under connectivity, there is internet settings. That's where you can disable IPv6. So, connectivity, go to internet settings. That's the second sub-tab, second. Most, yeah. First one is basic. And then, if you're checking it on the Linksys app, you will not really gonna see that. Only for IPv4.
18:00
Speaker 1
I think it was, it is. Uh, the links that I didn't see that song. So, what can I do now? Yeah. I'm using the Lynch's app. Well, I'm on mobile according to what? Yes. come on, come on, good. Stop, man. 100 and 6. Who says seven? I do. Let's play.
19:00
Speaker 2
local access. You're using linksys app or your computer because that can be only done using the web user interface. Go instead to network administration.
19:00
Speaker 1
yeah I find the network administration yeah hello it's over network network administration yeah then notice automatically firm type update change router password IP IP which which one should I IP IPT details yeah hello so I I find the network network administration yeah no okay not yeah yeah there's the community fiber and links to something is coming
20:00
Speaker 2
[silence] on Google [silence] just under network maintenance yeah and then go to notes talk nodes okay
20:00
Speaker 1
and there is has setting is here IP details okay IP is all connection connection type DHCP and IP address 1 0 0.67 165.5 is okay the 192.168.
21:00
Speaker 2
Okay. And actually, I need you to check the IP address. If it's 192.168.1.1. Not that one. Can you see 192.
21:00
Speaker 1
So what next? Yes. Okay. 163. Okay, 192. So there is the two, one for community and community Piper and other one's lynxers. Which one should I give you? Hello?
22:00
Speaker 2
Yes [ silence ] Were you able to get the IP address ? Is it 192 that 168 that 1 that 1 ? [ silence ] Yeah uh I need the IP v 4 IP v 4 .
22:00
Speaker 1
Yeah. I-IP address is 192.168.1.1. That one. There's a two IP address. So I give you- Can I give you another one? Not-not-not. Okay. Okay.
23:00
Speaker 2
It's okay, it's okay. That only means for you to access your router settings, you need to use One nine to that 168 that 1 that 1. That's the router IP address.
23:00
Speaker 1
I got it here. Because I can't control my boy. Now that's good. Go ahead and left. All right, in the sort of that. That's fine.
24:00
Speaker 2
So, yep, again, that's the last troubleshooting that we can do. You can try to reset and reconfigure the entire links that you have, but there's no guarantee it will work after, okay? So, do you have a computer? Uh-huh.
24:00
Speaker 1
No, so what should i do now? No no now i using my mobile. so can i talk? Are you there to read?
25:00
Speaker 2
beta's yes we were able to access it now using 192.168 11 that one yeah you can use it you have a computer right um but you have a computer huh
25:00
Speaker 1
Can I go to your computer? can I go my computer? can I go to the computer, log in my computer, yeah? Okay, so can I... give me just one second computer. Give me one second. Just give me one second. Cutback. Why not give me? No. Okay. I'm to go something. So it's my be. What's he doing?
26:00
Speaker 2
Because we need to log in locally. Not using the App. Yes, using that IP address. 192.168.1.1. On the address bar. Okay. Just open the browser.
26:00
Speaker 1
five-one to one. I won't touch. [silence] shall continue to link such Linksys Smart Wi-Fi, okay? We find this. [silence] with the password. it's showing access lock too many failed attempt to the login.
27:00
Speaker 2
and then access 192.168.1.1. yes, click that. and then log in using your router password. yeah, can you remember? uh, just click on reset. It will not reset your Wi-Fi. Yeah, click on Reset and create the recovery keys on the sticker underneath your Linksys router.
27:00
Speaker 1
What is, uh, what is, uh,
29:00
Speaker 2
Mmm. You're now looking, Good. So, connectivity, Go to internet settings.
30:00
Speaker 1
Yeah. Yeah. IPV6, yeah. Choose one. IPV4 or IPV6. Yeah, I click that. Happy with that. Good service. Thank you. And... What you said again? Oh, we go to the IP. [silence]
31:00
Speaker 2
And you can click the IPv6. Like, IPv6 is pretty small. There's IPv4 and IPv6, but just click on IPv6. V6. And you need to uncheck. So, click the word edit. And then after that, uncheck.
31:00
Speaker 1
Be sure that the angle is connected, right? the network signal is strong it should be strong and the key is right sign is strong and the cab gift or the card that I masked sure then nothing you have or not I'm sure you need to select something what is this working but I'm sure now that we are not playing okay I have been on are already down I Ok. It's not working.[silence]
32:00
Speaker 2
Yes. Mhm. Just uncheck the box for enabled under IPv6. You already unchecked the box? Okay, good. Click Apply now. Just that one. Apply after.
32:00
Speaker 1
there is a MAC address Close No so now I go to the parental control okay okay I'm going to the computer Close Okay I'm going to the computer absolutely parental control yeah yeah yeah yeah last up there
33:00
Speaker 2
Do not use the app, okay? You need to use your computer. You can easily, yeah. You can clearly see. Mm-hmm.
33:00
Speaker 1
parental control if needed so now I give the schedule time hello Yeah-yeah I click the parental control yeah so Yeah enable enable parental control Yeah So Yeah So I want to control the first device first one give the schedule time should I click over there [silence]
34:00
Speaker 2
Yes. So, did you already click parental control? Is it enabled? [ silence] and The device they're listed are I mean You can see their devices being blocked? [ silence] Uh, just click there parental control settings seal [ silence] just making sure.
34:00
Speaker 1
yeah I see that device is yeah so can I click that device so it's a block internet access forever always is specific time specific time yeah okay OK so then then OK yeah so can I do it
35:00
Speaker 2
you've already configured it there properly. If it's one of the reason why it will not break. Uh, so, uh, can you see, uh, there the devices listed and it's currently enabled? Uh, yeah, you can. Uh, Uh, Yeah, you can. You can select that. Uh-huh, once, once you've already scheduled the time you allowed for that device to access the internet. That's the advantage logging in locally, so you can configure each. Yes. And then apply after, by the way, apply.
35:00
Speaker 1
new I I I I can now I can I give the time block internet access uh underline fill games select that time right yes thank you
38:00
Speaker 2
Are you still configuring the primal control settings?
38:00
Speaker 1
532 sorry yes or Uh when I'm going to in the far away yeah Oh, we're not gonna we gotta go in. Okay, so now we give the 732. Yes, okay, every device we can set up like this. Yeah, specific time and then killer tonight. Yeah. Uh, hello. Hello there are you are you hearing me? Yeah, so every device I can. Go and a specific time and then edit and then give the time is like that the will working is okay. So I give the 730 the device is can I see this one is working? No. So every time can I use from the laptop or mobile?
39:00
Speaker 2
Yes. If you decided not to use it, you can just switch it off there, toggle off.
40:00
Speaker 1
What? There's a doctor. Okay, okay, okay. Okay, that's right, okay. And then every time I can control from the laptop, yeah? So is there anything else I need to set up? Thank you. [silence]
41:00
Speaker 2
Mm-hmm. That's right. that's it, actually. That's it.
41:00
Speaker 1
Thank you very much Thank you for your help Thank you very much for your help [silence] Thank you Thank you very much
42:00
Speaker 2
you're welcome, you don't have any other concern, that's it only. Okay. Alright. Bye for now then. You're welcome. Bye-bye.
42:00