V2 Rubric Detail — 231b71c4-6353-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-08 16:00
Duration
9m 41s
Contact
ANNI PIRRELLO
Issue Type
Feature Question
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132608
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: inquiry about firewall

V1 Rubric Scores

Resolution3.00/5
Accuracy3.00/5
Communication2.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution4.38/5
Technical4.06/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall69.4% (+13.4)

V2 Grader Summary

The agent resolved the customer's core question by correctly stating the MR6250 lacks a built-in ad blocker and its firewall is off by default. While the agent improperly cited warranty status to avoid guiding through the UI, they still delivered accurate information, resulting in a successful resolution. The interaction met key technical and resolution criteria despite communication and ownership limitations.

V1 Case Analysis

Customer asked if MR6250 has ad blocker or firewall. Agent confirmed no built-in ad blocker and firewall is off by default. Incorrectly stated device was out of warranty and misidentified model as MR6350 later. Directed to paid support without offering self-help steps.

Troubleshooting Steps
  • Verified serial number and model (MR6250).
  • Provided verbal confirmation that MR6250 has no built-in ad blocker and firewall is disabled by default.
Key Observations
  • Agent correctly answered the core feature question about ad blocker and firewall status.
  • Agent incorrectly claimed the router was out of warranty without verification.
  • Agent misstated the model as MR6350 after initially confirming MR6250 ([09:00]).
  • Agent refused to provide web UI access steps, citing out-of-warranty status, despite no protocol requiring this restriction for basic guidance.
  • Agent pushed paid support without offering any self-help resources or KB articles.
Positive Highlights
  • Correctly identified the router model as MR6250 using the serial number ([02:00]).
  • Accurately answered that the MR6250 does not have a built-in ad blocker ([07:00]).
  • Correctly explained that firewall is disabled by default on this model ([07:00]).
  • Confirmed customer's name and email, attempting to validate identity ([05:00]).
  • Provided a technically accurate explanation that ad blocking typically requires third-party software or browser extensions ([08:00]).
Agent Errors / Gaps
  • Incorrectly claimed the router was out of warranty without verification ([06:00]).
  • Misstated the model as MR6350 after correctly identifying MR6250 ([09:00]).
  • Refused to provide basic self-help steps (e.g., http://myrouter.local or login instructions) due to assumed out-of-warranty status.
  • Failed to clarify that customers can access router settings independently regardless of warranty status.
  • Repeatedly misheard or garbled the customer's email address during verification ([04:00]-[05:00]).

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Agent confirmed the MR6250 does not have a built-in ad blocker and that the firewall is off by default, directly answering the customer's core question.
R2 Met Diagnostic thoroughness conf 89%
The issue was informational (does router have ad blocker/firewall), not diagnostic; agent provided accurate product-specific knowledge without needing step-by-step troubleshooting.
R3 Partially Met Correct resolution path conf 91%
Agent acknowledged OOW status but still provided key technical information; however, refused to guide through UI citing paid service, partially limiting help despite OOW standard requiring best-effort.
Technical Accuracy
T1 Met Technically accurate info conf 93%
Customer asked a direct feature question (ad blocker/firewall); agent identified the symptom (service compatibility concern) and correctly determined root cause: no such feature on MR6250.
T2 Met Appropriate tools / resources used conf 95%
Agent used product knowledge (MR6250 capabilities) — the appropriate resource for a factual feature inquiry — and did not require remote tools or logs.
T3 Partially Met No misinformation conf 92%
Correctly stated MR6250 lacks ad-blocker, but later misidentified model as MR6350 — a minor inaccuracy unlikely to derail case but introduces doubt.
Communication
C1 Partially Met Clear & professional language conf 87%
Agent collected necessary info (name, serial, ISP) and stayed on topic, but had awkward pauses, repeated phrases, and failed to clearly frame limitations early.
C2 Partially Met Confirmed understanding conf 86%
Language was mostly clear and adapted to non-technical query, though robotic tone and name mispronunciation reduced personalization.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent owned the call without transfer and answered the main question, but cited paid service unnecessarily instead of offering self-serve guidance for OOW device.
O2 Partially Met Proactive follow-through conf 85%
No formal timeline given, but agent did provide a clear resolution path: no ad blocker exists, so it’s not blocking Paramount Plus; implied next step is contacting ISP or checking devices.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact; no prior history or handoff occurred.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted for this simple informational inquiry.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be evaluated.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite and professional, but offered no empathy or acknowledgment of frustration about Paramount Plus access issues.
X2 Partially Met Tone & rapport conf 87%
Maintained engagement and answered follow-up questions, though tone was scripted; customer remained satisfied despite delivery.
X3 Partially Met Overall experience conf 84%
Collected customer details thoroughly, but required repetition of personal info; could have reduced effort by summarizing findings more efficiently.
Call Transcript20 turns · 20 lines
Speaker 1
all right hi I'm sorry what was your name can you spell it please
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 may be available depending on your issue. To hear more about your service options, press two. Please have your device 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. [silence] Thank you for calling Linksys. This is Ace. How can I help you? Ace. This is Ace. A for Ace. This is Ace. How can I help you? I need help with my router. I've been having trouble with my Wi-Fi connection. Okay. Can you please tell me the model number of your router? I'll look it up while you find it.
00:00
Speaker 1
Okay, hi. My name is Annie Parello and I have a LinkSys router. Um, I also have Paramount Plus and I'm having trouble signing on to Paramount Plus. So they asked me to provide them as to whether or not my router has ad blocker on it or firewall. How do I, how do I find out if my router has that or not? Yeah, the serial number is 34ND137RL0938.
01:00
Speaker 2
alpha type. So hello at support. and you can check it under router website or interface before we proceed on I may know the serial number of your router
01:00
Speaker 1
Yes.
02:00
Speaker 2
Let me verify again. The serial number of your Linksys router is 34M for November, 10M for Mike, 28A for Alpha, 03194. Alright, so your Linksys router is model MR6250. Yes.
02:00
Speaker 1
Yes, that's that's correct I did yes I did see the model number yes that's correct. Just one. Yes. Uhh, yeah they just want to know if yeah if there if it oh if there's an ad blocker or a firewall on it and I don't know how to determine that that's why I called. Yeah. I don't think it does but I'm not sure. Because um Paramount Plus will not work with any it says here firewall ad blocker or anti-virus services. [silence]
03:00
Speaker 2
That's the model, uh-huh. Uh, how many of these, uh, MR, uh, you have, is it only one or two or three? So, so there's no, uh, issue with your router. It's connected and online. You just want to know the, oh, if there's an ad wrap. Okay. I see.
03:00
Speaker 1
if you have it, you have to disable it. Spectrum, yes, it's J23D31A55N57@Mi.rr.com. Yes.
04:00
Speaker 2
I see. Who's your internet service provider, Annie? What's your email address, Annie? two three. And then what's the letter?
04:00
Speaker 1
D as in delta, 31. Mm-hmm. Yes. Correct. Yes. Yes. Correct. Mm-hmm. Thank you.
05:00
Speaker 2
Okay, three one. A as in apple, five five, and for Nancy, five seven. at Mii.NorthEastBay.US.Nor_com. And your name, just to confirm, it's Ani Pirolo. A-N-N-I-P-I-R-O-L-O. All right, thank you. All right. Ani, as I've mentioned before, you can check all that your router's website or interface to check all with regards to the firewall or add blocker.
05:00
Speaker 1
Okay. Well, then how do I find out this information? Yeah, I under, I understand that. Yeah, I understand that. But I'm. [silence]
06:00
Speaker 2
I'd have to tell you, Ani, that apparently your router is already out of warranty, so I cannot walk you through the steps on how to uh log in to your router's web page only interface. But I I cannot walk you through the steps on how to find that because your router is already out of warranty, and for me to uh,hh, for me to uh, Annie, for me to provide uh or walk you through the uh steps. You will have to uh apply for the paid connect uh service. Uh, uh that will cost you money.
06:00
Speaker 1
Or firewall? Okay. Okay. Uh-huh. Okay. Okay. All right. Um out then I'll let yeah, I'm sorry. Go ahead.
07:00
Speaker 2
uh, uh, uh, I think the MR6250 uh, uh, do not have, uh, an ad blocker. Uh, so, uh, there is a, uh, a firewall on the routers of the web browser interface, but uh, I don't think that it is enabled. because by default uh, those settings are turned off and with regards to your MR6250 router, it does not have a built-in ad blocker feature. So, uh, I don't think there is an ad blocker on your MR6250. Because uh, because if you want to uh, to block
07:00
Speaker 1
Okay. Okay, that makes sense. Okay, that's what I thought, but I just wanted, I wanted to see if I could check to be sure, but that makes sense. And I never went, you know, into the system or did anything, so I was assuming that, yeah, because, and it also says here that, um, if you're using a newer router system such as Xfinity or Amazon, and I don't have any of that stuff, so that's why I thought I didn't have it, but I wasn't sure. Okay.
08:00
Speaker 2
That's. That would typically need browser extension or third-party software on your devices. So with your router, there is no built-in ad block feature in that. Yes. That is, uh, that Xfinity or Amazon, that is a model. So that's what I mentioned to you. When you want to block ads, it's usually, uh, access to a third-party software on your devices or other browser extension.
08:00
Speaker 1
Okay. Mm-hmm. Okay, thank you. I appreciate you letting me know that and I appreciate your help today. Yeah, that's all I needed to know. Thank you. Thank you. You too. Bye-bye.
09:00
Speaker 2
So, I think it will have to rely on your modem, your internet provider. But with the router you have, the MR6350, it does not have a built-in ad blocker feature. You're welcome. So that is all, Annie. You're welcome. Thank you for calling Linksys. Annie. Annie. Take care. Have a good day. Goodbye. Bye. [silence] Thank you.
09:00