V2 Rubric Detail — 2d66bc16-81d4-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-17 11:39
Duration
8m 6s
Contact
+447718632173
Issue Type
Parental Controls
V2 Outcome
Successful Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00137608
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Parental Controls not working

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution3.44/5
Technical0.62/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall56.2% (+20.2)

V2 Grader Summary

The agent successfully resolved the parental control issue but used a non-KB-supported troubleshooting path (disabling IPv6 instead of addressing MAC randomization). Technical accuracy and diagnostic logic were flawed per Assessment 3's KB validation, though ownership, case continuity, and outcome were strong. Communication and empathy were adequate but not fully tailored to the customer's frustration.

V1 Case Analysis

Customer reported parental controls not blocking internet on SPNMX57. Agent incorrectly advised disabling IPv6. The actual issue—randomized MAC addresses—was not addressed. Customer claimed resolution but no verification was performed.

Troubleshooting Steps
  • Instructed customer to disable IPv6 in Connectivity > Internet Settings.
  • Confirmed device was listed in Parental Controls.
  • Advised setting a time schedule for internet blocking.
Key Observations
  • Agent applied a technically incorrect fix (disabling IPv6) not supported by any KB article for parental control issues.
  • The customer explicitly mentioned a random MAC address, a known issue covered in universal_ios_private_wifi_warning.md, but the agent ignored it.
  • No verification was performed to confirm if the device was actually blocked — relied solely on customer self-report.
  • The fix applied (IPv6 disable) is unrelated to device-based parental controls, which operate at the MAC layer regardless of IP version.
Positive Highlights
  • Collected customer phone number and confirmed the correct device model (SPNMX57) and ISP (Community Fibre) early in the call.
  • Maintained a polite and patient tone throughout the interaction.
  • Provided step-by-step instructions in a clear, structured manner, guiding the customer through the web UI navigation.
Agent Errors / Gaps
  • Provided materially incorrect technical advice by directing customer to disable IPv6, which has no documented effect on parental control functionality (KB: universal_parental_controls.md, universal_ios_private_wifi_warning.md).
  • Failed to address the customer's stated concern about random MAC addresses, which is a known issue requiring disabling Private WiFi Address on the device (KB: universal_ios_private_wifi_warning.md).
  • Did not verify the actual device MAC address in the router UI or guide the customer to re-add the device with its real MAC address after disabling randomization.
  • Closed the case based solely on customer self-report without validating the fix, risking recurrence.
  • Missed opportunity to escalate or provide correct KB-based guidance for MAC randomization issue.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 95%
Customer confirms resolution: 'that's working yeah lovely that's great' after the agent's steps, indicating parental controls are now effective.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer through IPv6 setting changes and returned to parental controls, but did not follow KB-recommended steps for MAC randomization or device verification; troubleshooting was outcome-effective but not logically aligned with documented causes.
R3 Partially Met Correct resolution path conf 85%
Agent pursued a non-standard fix (IPv6 disable) instead of addressing the likely root cause (random MAC) as indicated in prior notes and KB, but ultimately achieved a working outcome; path was suboptimal but not entirely inappropriate given the resolution.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to apply a logical diagnostic process based on KB. Customer mentioned prior technician asked about 'random Mac address', and KB identifies MAC randomization as primary cause, but agent jumped to IPv6 settings without probing this key issue.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent relied solely on verbal instructions without remote tools or screenshots, but successfully guided customer to a working configuration; tool use was limited but sufficient for resolution in this instance.
T3 Not Met No misinformation conf 95%
Recommendation to disable IPv6 to fix parental controls is unsupported by KB. Authoritative KB for parental controls and MAC randomization do not list IPv6 configuration as a fix; providing an unsupported technical workaround as the primary solution is materially inaccurate.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call flow and addressed the issue, but had unexplained silences (e.g., '[silence]' at 0:02) and did not clearly frame transitions (e.g., from IPv6 to parental controls); call control was functional but not polished.
C2 Partially Met Confirmed understanding conf 85%
Agent used respectful language ('sir') and provided step-by-step guidance, but did not adapt tone to customer frustration or confirm understanding at key points (e.g., after disabling IPv6); communication was adequate but not tailored.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, referenced prior technician's notes ('Let me just read the base notes here'), and did not transfer; remained engaged until resolution was confirmed.
O2 Met Proactive follow-through conf 95%
Resolution was achieved during the call with no pending actions; customer confirmed success ('that's working yeah lovely that's great'), eliminating need for follow-up.
O3 Met Closure confirmation conf 95%
Agent reviewed and referenced prior technician's notes ('I have your phone number, please... I was able to pull up your record'), used customer's phone number to retrieve case history, and avoided repetition of prior steps.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted, as the issue was resolved during the call.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent offered minimal empathy ('I'm sorry, sir') but did not explicitly acknowledge customer's frustration about repeated issues or prior failed attempts; politeness was present but not emotionally attuned.
X2 Partially Met Tone & rapport conf 80%
Agent maintained a formal, consistent tone and pace, which may not have matched customer's urgency; however, instructions were clear and followed, suggesting moderate engagement.
X3 Partially Met Overall experience conf 85%
Customer was required to navigate UI and apply changes manually, increasing effort; agent provided verbal guidance but could have reduced effort further (e.g., verifying changes agent-side).
Call Transcript16 turns · 17 lines
Speaker 1
Oh hello, I'm just speaking to somebody about a problem I thought with the parental controls. Uh, uh, she asked me to check the, uh, the parental controls are not working to turn the internet off when I want it to. Uh, she asked me to check if it was, um, I got a random, um, Mac address. And it, it hasn't. So, I'm phoning back. Yeah. Yeah. Uh, Yeah, I when I set the parental controls
00:00
Speaker 2
welcome to Linksys support. to assure quality service, your call may be monitored. please remain on the line for assistance. Hi, thank you for calling Linksys. this is Gia. Gonna help you. Okay. Uh-huh. I'm sorry, sir. uh, random MAC address. Uh-huh, I see.
00:00
Speaker 1
So Casals up they're not working so can you help me can you help me kind of phone number is 0771 8 632 173 I'm that's right. Yeah. Do you? Yes. That's right. Yes. Yeah. Yeah. Okay.
01:00
Speaker 2
Okay. Yeah, sure. No worries here. Let me just pull up your record. I have your phone number, please. 173. Okay. Am I speaking to Mr. Robin Castle? Gotcha. I was able to pull up your record and, yeah, this is regarding your SPN MX 57 from community fiber, right? Okay. So you wanted to block some specific devices. Okay. Okay, let me just read the base notes here from the previous technician, okay? Just give me a two minutes here. Just give me a minute.
01:00
Speaker 1
[silence] Another one, sorry. Yes. Okay. Well, I've I've gotten one here, which is a Windows PC that I'm trying to block. Yes, it's on the list, yeah. It's still working, yeah.
02:00
Speaker 2
Okay, so right now, sir, you are on the user interface. Yes, sir. You are on the user interface of your device. Okay, and what are these devices that you wanted to block, sir? Okay, and it that is already part of the list. It's on the list, but it's still working. Okay, got it. Okay, so let me just check on this one, sir.
02:00
Speaker 1
it's online at the moment, yeah. yeah. uh, connectivity on the router settings. yeah. yeah. yeah. yeah. yeah. yeah. yeah. yes, yes. it's
03:00
Speaker 2
Is your device, is your Lambda Nodes currently online, or is it offline? It's online. Okay. Let's try this one, sir. Can you please go to connectivity on the user interface? Yes. Okay. And under, uh, connectivity, you have internet settings. And under internet settings here you have two options, IPv4 and IPv6. Okay, so go to IP.
03:00
Speaker 1
Yes, it's on IPV 6. Uh, automatic configuration, DHCP. Yep. Yeah. Yes. Yeah. IPV 6. Yeah. Um, [silence]
04:00
Speaker 2
It's on IPv6. Okay. Um, type of Internet connections, sir, under IPv6. Can you tell me what's the connection types? The HTTP, okay. Um, can you please press on the edit button, sir, beside the configuration? Okay. Just make sure that you're under, um, IPv6, okay? Okay. So, yes, connection type automatic, IPv6 automatic enabled, right? Great. Okay. For IPv6 automatic enabled, sir, you will have an option to uncheck the box for enable and 6RD tunnel will be disabled. That will be disabled.
04:00
Speaker 1
Well, I've got automatic configuration, then I've got uh on the drop-down box, static IP, pppoe, pppoe, ple. Oh, right, sorry, yeah. Uh yeah, okay, go on and edit. And now you want me... yeah. Yeah, what Yes, I see. Uncheck that. Yep, okay. Apply. Okay. Hopefully, the changes are set. Okay. [silence]
05:00
Speaker 2
Okay. Um, sir, I think sir, you are still under IPD 4. Can you tap IPD 6? Again? Yes. Okay. Mm-hmm. Yes, IPv6 dash automatic, sir. There's a box for enable. Can you uncheck that one, sir? Okay. Okay, tap on apply, sir.
05:00
Speaker 1
Okay. So IPv, now it says IPv6, automatic disabled. Yeah. parent controls? Yeah. Umm. [silence] yes, that's on. yes. yes, that's right.
06:00
Speaker 2
Uh-huh. Okay, yeah, that's good to hear. Okay. So let's go back to parental control, sir. Okay. Okay, under parental control, let me confirm that this is uh on on right now, right? Okay. And block internet access. Uh, you already have, I'm sorry, restrict internet access on, you have already on the list those devices that you want to block. Okay. Okay. So can we do this now, sir?
06:00
Speaker 1
well for the time being i've done it uh turn it off never yeah always uh just for the purposes of this test uh okay yeah that seems to be it yes that's working yeah lovely that's great okay thanks very much
07:00
Speaker 2
Uh, go to that specific computer, and then check, sir if it can still access the internet. Um, do you have, did you set it into specific time? Always, okay. Yes yes sir. Is it working? Okay, yes sir. Okay, so there's no need for you to get those mac addresses, and yeah that will be good. So, for other devices sir, you can set it into specific time when you want to block the internet access and same thing on the other other phones or whatever devices you want to block. Okay. You're welcome, sir. Have a good day. Stay safe.
07:00