V2 Rubric Detail — 1b75a216-795e-11f1-a…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 17:14
Duration
54m 50s
Contact
Ahmad Mallard
Issue Type
Parental Controls
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Gerlie Miguello
HappyFox Case
#LTS00136020
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Parental control issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution1.56/5
Technical3.12/5
Communication0.00/5
Ownership3.00/5
EscalationN/A
Customer Exp1.07/5
Overall36.7% (-5.3)

V2 Grader Summary

The agent successfully guided the customer to the local web UI and provided accurate technical steps, but failed to diagnose the root cause (MAC randomization) or resolve the parental control issue. While the agent owned the call, poor call control, communication, and lack of next steps left the customer to self-manage an unresolved problem, meeting the criteria for an Ownership Gap.

V1 Case Analysis

Customer unable to block devices using Family Time/Parental Controls on MBE7000. Agent reset admin password, rebooted node, checked firmware (6.6.0.7), but did not address MAC randomization. Issue unresolved; no escalation or follow-up.

Troubleshooting Steps
  • Guided customer to local router login (192.168.1.1) and reset admin password.
  • Rebooted the parent mesh node.
  • Verified firmware version (6.6.0.7).
  • Advised disabling IPv6 MAC address cloning (irrelevant to parental controls).
Key Observations
  • Agent correctly identified MBE7000 model and guided to correct local URL (192.168.1.1).
  • Agent failed to diagnose or address iOS Private WiFi Address (MAC randomization), the most likely cause of parental controls failing (per KB universal_ios_private_wifi_warning.md).
  • Agent advised disabling IPv6 MAC cloning, which is unrelated to parental controls and not supported by KB guidance.
  • Long silences and lack of call control (e.g., [13:00–17:00], [23:00]).
  • No validation of parental control effectiveness after changes.
  • No escalation, callback, or follow-up despite persistent issue.
  • Customer expressed frustration but agent did not adjust pacing or acknowledge confusion.
Positive Highlights
  • Correctly identified the product model (MBE7000).
  • Guided customer to the correct local router address (192.168.1.1).
  • Rebooted the parent node and verified firmware was up-to-date (6.6.0.7).
  • Confirmed customer was connected to the correct WiFi network (Spectrum).
Agent Errors / Gaps
  • Failed to diagnose and address iOS Private WiFi Address (MAC randomization), the root cause of parental controls not working (per KB universal_ios_private_wifi_warning.md).
  • Provided incorrect technical advice by suggesting disabling IPv6 MAC address cloning as a fix for parental controls (no KB support).
  • Did not validate whether device blocks took effect before proceeding (e.g., [23:00], [50:00]).
  • Did not offer escalation, callback, or follow-up despite unresolved issue.
  • Repeated long silences without explanation or confirmation of customer actions (e.g., [13:00–17:00]).
  • Failed to maintain call control; allowed customer to drive troubleshooting without structure.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer confirmed parental controls remained ineffective after troubleshooting; devices stayed online despite blocking attempts.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent guided login via 192.168.1.1 and had customer disable IPv6, but did not verify device MAC addresses, check for randomization, or confirm correct device selection in controls.
R3 Partially Met Correct resolution path conf 88%
Agent chose local web UI troubleshooting (appropriate for app failure) but did not pursue a complete resolution path (e.g., checking MAC randomization, device list, or offering escalation).
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify root cause; per KB, MAC randomization is a primary cause for parental control failure on iOS/macOS, yet agent never asked about iOS settings or verified private address usage.
T2 Met Appropriate tools / resources used conf 97%
Agent appropriately used the local web interface (192.168.1.1) to access router settings, which was correct and necessary for diagnosing app and control issues.
T3 Met No misinformation conf 96%
All technical instructions (using 192.168.1.1, recovery key for password reset, checking firmware) align with KB documentation and were factually correct.
Communication
C1 Not Met Clear & professional language conf 95%
Call featured long unexplained silences, no agenda, poor transitions, and agent lost control as customer expressed frustration and took independent actions.
C2 Not Met Confirmed understanding conf 94%
Agent used frequent filler words ('uh', 'um'), vague prompts, and did not adapt language or confirm understanding despite customer confusion and repetition.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent remained on the call, attempted troubleshooting steps, and did not transfer or abandon the case.
O2 Not Met Proactive follow-through conf 94%
No clear next steps, timeline, or follow-up plan provided; customer was left to manually reconfigure all devices without guidance.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this was a first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was clearly warranted given the issue was configuration-related and within L1 scope.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered brief apologies but failed to acknowledge customer’s repeated effort or frustration with parental controls; empathy was minimal and not sustained.
X2 Not Met Tone & rapport conf 93%
Agent maintained a disjointed, non-responsive tone and did not adjust pace or clarity despite customer’s growing confusion and need for reassurance.
X3 Not Met Overall experience conf 95%
Customer had to repeat information, perform multiple password resets, and manually test blocking — steps that could have been streamlined with better guidance.
Call Transcript56 turns · 75 lines
Speaker 1
Terry Miller just found out that my um my family time four my Nexus web Mesh yeah but it's not working My daughter spin they're supposed to meet up late on the web and I went to the app and tried to just see if I could manually uh uh stop things and the app isn't working the way that it should have been working
00:00
Speaker 2
Welcome to Linksys Support. To ensure quality service, your call may be monitored. Certain products will be supported, while end-of-support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product.
00:00
Speaker 1
yeah so I have okay yeah I'm able to get up get on the app and I see the devices that are connected and then I um I have time set up but that wasn't working on the on the one all the devices are there they should be off at a certain time they didn't go off and so now I'm trying to just I was on the app and I tried to just manually turn something off so I'm looking at my my son's iMac I mean MacBook Air and and um um I just tried to turn it off it says that's off on the app but he's still connected to Wi-Fi I'm wondering how is that happening if the app is supposed to be working correctly okay so I'm trying to so you just OK
01:00
Speaker 2
Oh, you mentioned that the app is not working when it's supposed to be working. Are you able to log in? Could you also may have the serial number of your Linksys device, please? And also the password of your interest. [silence] Sorry, could you repeat that? [silence] Thanks. [silence] Yeah, how many links to devices you have, sir? [silence] Okay, got it. [silence] Um, yeah, it shows here that this is an MBE 7,000 and yes, you have three nodes. So, okay. [silence] Is your other internal work fine, sir? [silence]
01:00
Speaker 1
Okay. He's not cutting off when I need to cut off for the devices that I needed to cut off on, which was the feature that I purchased this for. Okay. [silence] [silence] Chromebook [silence] Okay. [silence] six three three [silence] 8 4 5 6 [silence] Ahmad A H M A D [silence] last name Mallard M A L L A R Ddy mallard m a l l a r d [silence] it's my first and last name at [silence] Emma mallard.gmail.comt
03:00
Speaker 2
8456. How about your first and last name, sir? Mm - mm. What is your last name, sir? Nairobi. Okay. Got it. Thank you. How about your e-mail? Share your e-mail e-mail address. At e-mail.com. [silence]
04:00
Speaker 1
No, I have a, uh, uh, Samsung Note. Yes, I did. I did that yesterday. Mm-hmm. Yep. Same thing. Okay. [silence] Okay. This better work. So I'm going to use a Mac.
05:00
Speaker 2
[HUMAN_REVIEW] Sure. Then we will go ahead and access the interface of your uh, of your Linksys router. Okay. So, since there's an issue with your app, sir, and you can't log in even after, I'm sorry, we can't uh, control the uh, family time. Then we will try to do it on a, an iPad or a laptop. Okay. Uh, do you have, what device here? [silence]
06:00
Speaker 1
Book Air to log in. And so here's what, what happened. I was trying to log in and it kept asking me for my, my, my password. So I would put in the router password, but it, it denied me three times. And so I had to call. That's why I'm calling now because I was, something just isn't right here. So I'm on the website and it says, uh, um, log into your Linksys smart wifi account, click here. I click there. My email address is in. And then I put in the password for that. I'm not getting in. For some reason it keeps telling me that my password is invalid. I'm not going crazy. Now it keeps saying it's invalid, and I don't know what to do. [silence] Okay, reset it again. Let's see if this'll work. [silence] Okay, now it says my link has expired. Okay, let's try this again. Okay, so they just sent me another reset link. I'm gonna try this again to see if it worked, try to reset my password and log in. See, this is weird. So now it's telling me I can't use a password that I already used, but then when I was typing that password in, it didn't work. I'm going to just go ahead and change it again, and hopefully this will work. Okay, password changed. Let's see if we, uh, me, uh, now. There goes nothing. [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] So I changed my password, I did everything, and now I'm trying to sign in, and it's just stuck on the signing in page, everything is correct, I click sign in, and nothing is happening, this is beyond me.
07:00
Speaker 2
Yes it was. [silence] [silence] [silence] [silence] [silence]
13:00
Speaker 1
Hello. What what am I waiting for? I'm here. I'm wondering what what I'm waiting on. I haven't had you haven't given me any information. I'm just sitting here waiting. Spectrum. Yes. I'm connected to the Wi-Fi here. Okay.
17:00
Speaker 2
Yes, hello, sir. Mhm. Hello, sir. Hello. Oh, sorry, sir. Oh, sorry, sir. So you have, what's your internet provider, sir? Spectrum, okay. Do you have a laptop right now, right? Okay. Is it currently connected to your WiFi network, sir? Okay, kindly open a browser. Okay, since you're with spectrum, Spectrum still was just using a default IP so we will use, type this number here on the address bar 192
17:00
Speaker 1
uh, uh, uh, um, uh, ihuh, got it, okay, um. can you repeat that again? uh, it says router configuration center, uh, Yeah, Yeah, uh, just say, do it again, let me see.
18:00
Speaker 2
dot 168 dot 1 dot 1. Okay. and press Enter. What does it say on your page, sir? What do you have on your screen right now? Router configuration settings. Where did you type the numbers, sir? Did you put it on the address bar? Yeah, the address bar. Guess right now, sir, you should be [silence]
18:00
Speaker 1
Okay, he's just switched over to Lynx's smart wi-fi. Yeah, picture two phones and then it says my access is locked. This is where I was at first. It says my access is locked now. Now that's what I did. Okay. Okay. Okay. I see it. Okay. [silence]
19:00
Speaker 2
Oh, it, okay, just switch over to links to smartwatch. to smartwatch. Yes, okay, sir, that's the right page. Okay, um, what do you see on the exact page, sir? Picture of two phones? Okay. Continue the links to Smartwatch. Oh, oh, okay. Okay, sir. Can you please press reset password? Mhm. Get the recovery key, sir, underneath? Okay. And, um, you have to type in the recovery key, which is the five-digit number.
19:00
Speaker 1
Where is it? Okay. Okay, that reset everything. Now it's asking for chose the admin password. Okay. Okay. Yeah. So I'm gonna go ahead and do this. Okay. Okay. Authenticating. Okay. Yeah. Let's go ahead and do that. It's all running. I'll use a great reset root. And it's going to lock down. Change it each time.
20:00
Speaker 2
Yes, yes, sir. So you have to create your own admin password or router password, sir, to log in.
20:00
Speaker 1
okay now I'm so okay I just reset everything and I'm in
21:00
Speaker 2
Let me know if you will encounter any error message, okay?
21:00
Speaker 1
All right, so I'm looking at it. It has everything listed. Yeah. Ah, thank you. OK. I can operate from here. OK. OK, let's test it real quick. I see the names of everything that's in here. I'm going to just try to turn off my son's Internet real quick, see if it'll work. OK. OK. Let's click OK. Let block it and see what happens. Let me see if it's gonna block it. Let me go to YouTube. They're still connected. Yup.
22:00
Speaker 2
[silence]
23:00
Speaker 1
No. No, no changes. I went to Promo Control. Let me click on his iMac again, make sure I'm not going crazy. Edens. Okay. I'm gonna just go to device list and then I'm gonna just find his and try to turn it off, manually, see if this will work. One more time. Where is his computer? Blackbook Air. There's so many things connected to here. Okay, here we go, L.A. Blackbook Air.
24:00
Speaker 2
or you didn't do any changes. No? okay. Um, yes. Are you Mhm. Yes. That's the one. Um, yeah, fourth let me also. Uh-huh.
24:00
Speaker 1
Oh, it won't let me. Okay, I got to go to a different. that's when I go to all devices, is I still can't do anything. It just says the device and this is the right device. I see it. I just want to see. Let's make sure this is the right one. Okay. Make sure the IP address is match. This is it. And for some reason, okay, we'll go back to print and control. [silence] [silence] See, right now, there's nothing. I just try to turn it off right now. Okay. Let's see if it carried off. No.
25:00
Speaker 2
Um, why don't we go connect some spanner and then we can start. I think I can I think now. Wait, how is it showing no changes? Or no, on still working on the and it did not, okay.
26:00
Speaker 1
It's still I'm gonna try something different where I know I'm gonna just try one more thing I'm gonna turn off see if it disconnects my my video game and see if that works because I'm online on the video game and I just wanna see something has to be working here okay it's disconnecting the entire TV where is this TV? Hm. There's the remote.
27:00
Speaker 2
Still on. Okay, sure. Can you do this one please? I'm going to try something different. I'm going to just call. Okay, yes. [silence]
27:00
Speaker 1
now it's not even allowing me to to move devices off the network okay yeah yep yep
28:00
Speaker 2
Okay, Sir, can we try this first, before we, before you go back to the parental control or the family time. Kindly go to connectivity, sir. Okay. Under connectivity, kindly look for Internet settings. Okay, and under Internet settings, you'll have two option, IPv4, which is right now grayed out and IPv6, right? Yes, go to IPv6.
28:00
Speaker 1
got it? Check it. Well, it's nothing, nothing checked right here. Are you saying where it says mac address comb? Yeah, I get that. I I tapped on IPv6. and then it says type of internet connection edit and then it says connection type automatic, and this is IPv6 automatic enabled. There is no check right there. There is no, the only is small box, it says under Mac address clone, it's a small boxes it says enabled right there, but other then that, there's nothing else that says [silence]
29:00
Speaker 2
Sure. Choose IPV6. Okay. Can you disable that one? Sure. Uh, uncheck. Uh huh. Um, or, not the internet settings. Um, no, sure. Internet settings. You have to tap your IPv6 VI. Or IPv6. Okay. There's a word. Mmhm. Okay. Uh check there so that it will be disabled. There's a small block. Mmhm.
29:00
Speaker 1
There's no other small box. Mm-hmm. Okay, under edit. Okay, got it, got it. Okay, so now it says, I clicked it, un-click enabled. Okay.
30:00
Speaker 2
Okay. Let me just read it to you there, okay. Okay, just hold on for a minute. Okay. So, under your internet settings, your, um, uh, okay. If you tap add it here, uh, you will have an option to change connection type. Yes. Okay, and then, um, right after you uncheck sure, uh, it will, it will tell you that it's already enabled, uh, sorry, disabled. And then you have to tab on apply. And then let's go back to parental controls. Sure. And let's go back to parental controls. Sure.
30:00
Speaker 1
What am I supposed to do once I'm here? Yeah. Um, parental controls, yeah. We'll see. [silence] I'll probably need to redo all of these. Okay. Lock. Always. Okay. I'll see. Let me turn it off and see if it'll come back on. Yep, it's still connected. Let me just um the time on his computer.
32:00
Speaker 2
still connected. Okay. Um, sir, make sure that the time, sir, on the links is, uh, um, sorry, on the device is right. Uh, is correct, sir.
33:00
Speaker 1
here it is 10:48 AM. And where would I find the time on Linksys? Oh, go back to connectivity. Okay. It's speciphic time. I'm not sure. Yeah. Not, yeah. see everything is correct.
34:00
Speaker 2
uh yes and then the time on your links device is match uh under conductivity sir oh I need to make the mortgage is specific so that that is uh is uh
34:00
Speaker 1
Yeah, I don't know what to do. Ooh. Mhm. Mhm. Got it. Mhm. The internet has always been working. Why are you listening to what I'm talking about? It has nothing to do with you. [silence] I'm trying to figure something out. From the bottom behind you. Up Yes. Yes. [silence] there's five minutes and 22 seconds remaining. okay it says automatic. and I'm just checking. and it says details. all right. yeah.
35:00
Speaker 2
Hey there. Thank you very much for your patiently waiting. Sir since we're already under connectivity tab kindly go to the basic option please. Okay basic option lower right sir kindly check the uh firmware version that's under details. Okay details sir.
40:00
Speaker 1
Uh, 1, . , 0 , . . 14 . 21. 6. 6. 07. [silence] three is, it, it says they're they're,
41:00
Speaker 2
Okay, what's the version here? 6, 6, 0, 7. Okay. It seems that this is the most updated version, sir. So, okay. How many nodes again in total you have, sir? Two. Two? Okay. Is there a lot of device connected to your network right now?
41:00
Speaker 1
When I look at the list, there they there are a bunch of devices connected but not all of them are online. So, I I feel like this is endless. I I feel like I should probably just delete everything and start over. how do I know?
42:00
Speaker 2
Okay, um it seems that the firmware is updated, and um sir, can we try to do a quick reboot, sir? Like, uh, turn off your Linux, uh, your Linux node. Just the parent, um, uh, just the parent node, sir.
43:00
Speaker 1
Alright canopy. It's off. It's off. Aiden, don't forget to cup in here. I'm gonna tell you about your shoes. Uh-huh. Okay, turn that back on. Back on. [silence] [silence] [silence] [silence] Don't forget your clothes down here, Aiden. you might want to check the connection settings in the people call map and everything was disconnected still waiting for it to come back on Everything's back on now. Um, let's see if parent controls are working. Okay, so right now, uh, parent controls are off. Switch on the tab. Switching on the tab to on. Parent controls are on. Now, I'm gonna try to turn off. See if, okay, so let's make sure.
44:00
Speaker 2
Mhm. Okay, that's good. Uh, how about French high control shirt? Is it working back?
48:00
Speaker 1
All right. I can see the thing. Go to MacBook Air. All right. So I was on his. And then I put block internet connection always. So it shouldn't be.: going.: through some business. It's probably Tell you I'll start again looks like is still connected go to I believe it so let me try to just turn off one of these is there so many items here and I wonder if maybe it is is is confusing? I'm going to just turn off something that I know shouldn't be connected. I only have one TV. Let's see if I block the internet access to my TV would I still be able to go to Netflix on my TV. Let's see. Yeah, I'm still able to go to Netflix. What'd you say?
49:00
Speaker 2
okay, but the phone, uh, the phone shirt still um, the same.
50:00
Speaker 1
The phone. Yeah, all of my devices are still connected. Uh, let me see. Hold on. Let's see. I'm actually trying something else to see if my TV is connected right now to see because that that may it could be that that it's the wrong um, I'm looking at the wrong device. And let's see. So I'm just checking my internet right now to see if I'm connected. It says Wi-Fi. Okay. Okay. Let's see if any of these uh streaming services work. Then then that means it is not working. Let's see. Let me go. I don't.
51:00
Speaker 2
Yes sir, the phone. Still able to access or the, I'm sorry, I forgot, the device that you wanted to block earlier. Is it still capable of connecting to the internet? Okay, sure. Okay, sure. I'll just need to uh-huh.
51:00
Speaker 1
Okay, so maybe it is working, no, because it says something, on my TV, it says something went wrong, Peacock isn't loading. Uh, it says, please check your internet. So now I'm gonna just try to turn on the, I'm gonna turn it back on and see if that, see if it is working. Because maybe it could be that the device is wrong. The devices are named wrong in here. That could be a problem. And so, so I'm gonna turn it back on and see if it works. Okay, block internet access. Never. And then let's see if we came back on. All right. All right. Oh, okay. It's back on for the TV. Oh, maybe that's that's it. Okay, maybe I'll just delete everything. So I'm
52:00
Speaker 2
sir um well it be okay if I ask um um another two minutes, sir? Okay, so... I don't because it did something on my TV. It said something, but I don't think I was loading. Mhm. Please check it. Mhm. Okay. Mhm. I see. Okay. Okay.
52:00
Speaker 1
clear everything and then rename it correctly just to make sure that that is the case. So I'll do that. Okay. Well, thank you.
53:00
Speaker 2
all right sir good to set up.com. is great IED for support. yeah sir okay. yes sir okay sure I will sure thank you sir. if you need further um no sure if you need further assistance uh just call us back sir IPV4 sir that's for uh that's for the internet access the regular one and for IPv6 there are actually uh devices that are capable for IPv6 um internet so there uh it should be IPv4 sir it should only
53:00
Speaker 1
Okay. Got it. Okay. Okay, and if I keep IPv6 enabled, does that change anything? Okay. Okay. Okay. Got it. Okay. All right. Well, that makes sense, then. Yeah. Thank you. No problem. You have a good one. Bye bye.
54:00
Speaker 2
Yes. Because if you will turn off or disable IPv4 sure, then you will lose internet connection. Mm-hmm. That's okay. Only for those devices that are capable for IPv6. Usually sir, those are devices that are like NAS or any like advanced computers. Yes. Anyways, you can play with that, sir. You can Okay, thank you so much for your time, sir. Duly apologize for this long ball. You're welcome, sir. Have a good day. Thank you, sir. Bye-bye.
54:00