V2 Rubric Detail — 3693702e-766f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-02 23:39
Duration
6m 46s
Contact
Jessie Lopez
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Nathan Amores
HappyFox Case
#LTS00135722
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: WHW03 - parental control issues
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: Agent demonstrated Avoidance/Evasion (B) by refusing to engage in any troubleshooting or guidance, immediately defaulting to ticket creation without attempting resolution despite the issue being within standard L1 scope (parental controls on WHW03).

V1 Rubric Scores

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-36.0)

V2 Grader Summary

The agent never addressed the parental-control request, offered no troubleshooting, and simply opened a case ticket. This resulted in no resolution, no proper ownership, and a clear avoidance of the issue, leading to an Unresolved outcome and an auto-zero due to avoidance.

V1 Case Analysis

Customer requested parental control setup on WHW03 router; agent gathered model, serial, and email, created a case but gave no troubleshooting steps.

Troubleshooting Steps
  • Collected serial number
  • Collected model number
  • Captured customer email and opened a case
Key Observations
  • Agent never provided any parental‑control configuration steps or verified router access.
  • Call ended without a clear recap, next‑step confirmation, or escalation path.
  • Communication was brief and lacked empathy or reassurance.
Positive Highlights
  • Collected essential product information (model, serial) and customer contact details.
  • Confirmed the customer has physical access to the router.
Agent Errors / Gaps
  • Did not explain how to log into the router web UI (http://192.168.1.1 or http://myrouter.local).
  • Failed to walk the customer through the Parental Controls settings (device selection, schedule, block list).
  • Did not set a concrete next‑step or follow‑up expectation for the customer.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent never provided parental control guidance or resolution; call ended with ticket creation only.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps performed; agent only asked for model and email before ticket creation.
R3 Not Met Correct resolution path conf 97%
Agent did not select appropriate resolution path (e.g., parental control walk-through) and simply opened a case.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify symptoms, ask diagnostic questions, or determine root cause for parental control issue.
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not use required tools (local web interface) to verify settings despite customer confirming access.
T3 Not Met No misinformation conf 94%
Agent provided no technical information or instructions; therefore no accuracy can be established.
Communication
C1 Not Met Clear & professional language conf 95%
Interaction lacked framing, clear expectations, or structured flow; agent jumped to ticket creation.
C2 Not Met Confirmed understanding conf 94%
Agent did not adapt language or check understanding; communication was minimal and unclear.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent transferred responsibility to a ticket without attempting to resolve or taking ownership of the issue.
O2 Not Met Proactive follow-through conf 95%
No concrete next steps, timeline, or follow-up commitment given beyond 'creating a case'.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 94%
Escalation (ticket creation) performed without valid trigger; agent could have resolved at L1.
E2 Not Met Escalation prep & handoff conf 93%
Escalation details minimal (only email captured); customer not informed of who would handle it or expected timing.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
No empathy or acknowledgment of customer's frustration about teen staying up late.
X2 Not Met Tone & rapport conf 95%
Agent did not match customer's tone or pace; conversation was abrupt and mechanical.
X3 Not Met Overall experience conf 95%
Customer forced to repeat information and received no assistance, increasing effort.
Call Transcript12 turns · 12 lines
Speaker 1
Hey Nathan, my name's Jesse Lopez.
00:00
Speaker 2
Welcome to Lynxys 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.com. Please have your device serial number ready. For assistance, press one now. For out of warranty, products paid support may be available. 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. Thank you for contacting. This. My name is Nathan. May I know who am I speaking? I'm with Jessica. Jessica. Okay. Jessica Burris.
00:00
Speaker 1
Yeah. What I need to do is uh maybe have you guys as uh my linksticks uh upgraded or um because I'm I'm trying to to um in other words to have uh parental control. Yeah. It's uh a spectrum. Oh you want the serial number? Okay, uh the serial number is 2020022 507. And the other one is 2020022.
01:00
Speaker 2
Tell me how I can help you. What's the issue about? Parental control. What is the model of your router? Can you tell me? The real number. Uh, OK. Yes.
01:00
Speaker 1
Apple zero two two two one. And I got one more but i i can't get hold of that one right now. it and then the model. Hold on. hold on let me see. Okay. You want the model number? i want to give it to you real quick and the last one i gave you where'd the model number B at? hello. silence
02:00
Speaker 2
That's right. What is the model of this device? Do you have it? Is it a WH or MR?
02:00
Speaker 1
Yeah. Let me see. I only have two stickers. One of them says, uh, set up wifi name, would that be it? Okay, uh, the other one has a password, the other one says recovery key, and then the other one says, uh, MAC MAC address. Not that one? Okay with the W, okay, I found it. W, H, W, O, three. That's one. That's one. I think that's how you do it. That's how you do it. Okay, thank you. Okay, okay, cool. Thank you. Bye-bye.
03:00
Speaker 2
Okay. Yes, it could be W-H or V-LP or M-X, M-R, something like that. [silence] Now what else? The word Linksys on the top. There should be a model number. [silence] Not... Not that one. Something that starts with M-X [silence] No no. [silence] Starts with M-X or W-H? [silence] All right. Let's go. [silence] They're the same? Yeah. They're the same.
03:00
Speaker 1
What's my objective? I want to do parental control. Cuz Eve would have is a 17 year old kid that doesn't go to sleep and I caught him playing this morning "till uh 7 37:00 in this morning. So and he needs to go to school. I have access to my router. Yeah can uh Okay, I'm logging in right now. [silence]
04:00
Speaker 2
You mentioned that Yeah, parental control is not working. What is your objective, Jesse? What Yeah, what do you want um to do? All right. Now, do you have access to your router? Yeah. Can you log into it? You have a computer? We're going to need a computer to log in.
04:00
Speaker 1
[silence]
05:00
Speaker 2
Sure. Jesse, let me create a case ticket for you. What is your email address? Jesse.mallakis@gmail.com. Let me write it down so that you can correct me. Yes, C Y E M E. M. M, that looks fast.
05:00