V2 Rubric Detail — 3752dcaa-7167-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-26 13:59
Duration
14m 50s
Contact
William
Issue Type
Parental Controls
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Girly Joy Pocot
HappyFox Case
#LTS00134942
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Parental Control concern
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 too-garbled-to-score segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp2.50/5
Overall63.2% (+27.2)

V2 Grader Summary

The agent provided technically accurate and appropriate guidance for managing unrecognized devices in parental controls, including checking MAC addresses and re-adding devices. While systematic troubleshooting and empathy were limited, the customer was given actionable steps aligned with KB practices. The issue was not fully confirmed resolved, but meaningful progress was made, warranting Partial Resolution.

V1 Case Analysis

Customer unable to identify devices in Parental Controls and had login issues. Agent incorrectly stated email login is no longer possible and advised removing all devices without confirming model or process. No resolution confirmed.

Troubleshooting Steps
  • Asked for serial number (not provided).
  • Incorrectly stated that email login is no longer possible.
  • Suggested removing all devices from Parental Controls and re-adding them.
  • Advised checking MAC addresses on devices or labels to identify them.
Key Observations
  • Agent made a factually incorrect statement at [08:00] that the customer can no longer log in with their email address — contradicts KB guidance on cloud account login.
  • No model, serial number, or warranty information was collected despite being essential for accurate support.
  • Suggested workaround (remove all devices) was not validated against the customer's actual setup and could disrupt parental controls unnecessarily.
  • Call ended without confirming whether the customer could access the app or whether the steps worked.
Positive Highlights
  • Attempted to guide the customer toward identifying devices via MAC address, which is a valid method per KB.
  • Suggested a concrete action (removing unknown devices) to help isolate the issue.
Agent Errors / Gaps
  • Incorrectly claimed at [08:00] that email login is no longer possible — directly contradicts linksys_cloud_account.md which confirms https://linksyssmartwifi.com login with email is valid for remote access.
  • Failed to collect product model or serial number, preventing accurate troubleshooting.
  • Did not verify whether the customer's router supports cloud management or if they even have a cloud account.
  • Provided vague instructions without step-by-step guidance or confirmation of understanding.
  • Did not acknowledge the customer's repeated connectivity issues or frustration.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not confirm resolution; customer was left to try steps without verification that the unrecognized device names issue was resolved.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested removing and re-adding devices and checking MAC addresses, which is a relevant step, but did not systematically troubleshoot (e.g., check app version, router model, or firmware) or verify current state.
R3 Met Correct resolution path conf 88%
Agent recommended appropriate steps (remove unknown devices, use MAC addresses) consistent with KB guidance for managing unrecognized devices in parental controls.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (unrecognized device names) and suggested checking MAC addresses, but did not ask diagnostic questions about router model, app version, or cloud account status to narrow root cause.
T2 Met Appropriate tools / resources used conf 90%
Issue did not require remote tools or dashboard access; agent used appropriate knowledge-based guidance (MAC address check, remove/re-add) that aligns with KB practices.
T3 Met No misinformation conf 97%
Instructions to remove devices from parental controls and identify them via MAC address are technically accurate per KB (e.g., universal_password_login.md, linksys_cloud_account.md).
Communication
C1 Partially Met Clear & professional language conf 82%
Agent maintained call flow but had multiple silences, did not set clear expectations, and appeared uncertain when customer struggled with app access.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but did not confirm understanding after key steps; adapted somewhat to customer’s confusion but missed opportunities for comprehension checks.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case end-to-end, did not transfer, and attempted resolution without deflecting responsibility.
O2 Met Proactive follow-through conf 93%
Agent provided clear next steps: remove unrecognized devices, check MAC addresses, and re-add desired devices to parental controls.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted for this configuration question.
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 was polite but did not acknowledge customer frustration or repeated connectivity issues; minimal empathy shown.
X2 Partially Met Tone & rapport conf 80%
Agent responded to customer’s pace but did not proactively adjust tone or simplify further when customer expressed confusion about device identification.
X3 Partially Met Overall experience conf 82%
Customer had to repeat intent multiple times; however, agent avoided unnecessary holds and provided a path forward, reducing overall effort despite initial friction.
Call Transcript21 turns · 24 lines
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 Joy. How can I help?
00:00
Speaker 1
a links app on my phone okay um so I go into the parental controls section okay um and it shows me uh all of the devices some of which is saying online some offline okay Hello. Can you hear me? Mm mm-hmm. Sorry, what do you mean the serial number? Oh boy. Uh can I access that via my I'm not at my computer at the moment.
01:00
Speaker 2
Mm-hmm. Mm-hmm. Okay. Um, may I know the serial number first of your Linksys device, please? Yeah. The serial number of your Linksys router. Okay. Yes, you can check it on the app and
01:00
Speaker 1
Right. Accessing the app. Because I'm not ATO at home at the moment. Do I need to create a cloud account first?
02:00
Speaker 2
goto your dashboard click on Nodes um for the Like the Linksys cloud account for the app I Am what account are you referring to [silence] um you
02:00
Speaker 1
Um, oh, I, sorry. Sorry, let me just see if I can get in again. Sorry, just just bear with me at the moment. I'm not sure I've got an internet connection. Um, just bear with me. Yes. Hello? Yeah, sorry, sorry. Just bear with me one moment. I don't seem to There we go. [silence] [silence] Thank you. [silence] by by. I'm trying to get onto the app and I can't get onto it. Cuz I was struggling to have a Wi-Fi connection for some reason there. So do you need my email? If I give you my email, yeah. William__adley.
03:00
Speaker 2
Yes, sir. You can't log in using your email account anymore. Yeah. May I have your email address, please? Can you spell again? After Williams.
06:00
Speaker 1
un underline Angie A-D-D-Y at Yahoo dot com. That's right. Yeah. Sorry, community cyber or
07:00
Speaker 2
So that's William__addy@yahoo.com, correct? [silence] by the way, sir, who is your Internet Service Provider? Community Fiber. Okay, I see. [silence] Yep. the Status is still online here on our end, but if we cannot log in on..
07:00
Speaker 1
[HUMAN_REVIEW] Okay, can I just ask you the question I was going to ask you? Um, when I when I when I log in, um, I can see, uh, sorry, into the parental controls section. Yeah. And I can see, um, uh, for example, my kitchen TV as one of the items, and I can go into that and, uh, let's say pause the, um,
08:00
Speaker 2
the Linksys app, you see your account, you really need to log in using the router password instead. And you must be at your home with the router itself, so that the app will recognize it. [silence] Mm-hmm. [silence] [silence]
08:00
Speaker 1
pause the internet. Yeah. I, I am able to do that. But, right. There are a number of other, uh, uh, items, such as, uh, well, it basically just gives me a string of numbers, and I can't recognize what, uh, you know, whether it's a laptop, whether it's my laptop, where is my daughter's laptop, I can't recognize what the item is. Do you understand what I'm saying? Okay. Well,
09:00
Speaker 2
for that one, you can try to remove all the devices.
09:00
Speaker 1
So when you say remove them to add them back, I would join the Internet Internet I remove it from the links app and then rejoin using we rejoin and then that and then I'd have to put the password in again on the item. Is that what you say? [ silence ]
10:00
Speaker 2
That are there that are, like, unfamiliar or you cannot recognize and then add the devices that you wanted to control after. Mm-hmm. Yes, sir. And you, you must know, like, try to check first what is the, um, Mac address of the specific devices that you wanted to add so that you can recognize them.
10:00
Speaker 1
So, how do I find out what the Mac address is? Right, sorry. Just bear with me. I've managed to get into the, uh into the app now. Okay. So what did you want me to have a look at in the app? Sorry, do you want me to go to the parent, parent controls?
11:00
Speaker 2
Us. Um usually, the mac address especially on computer. You can see that under settings or try to check if there are some, like sticker at the bottom, where you can see the information like, um the information on the device. Uh the parental controls there are devices that are unfamiliar, right? Yes. So is there are
11:00
Speaker 1
Right. That's the best way to try and do it. Yeah. So, so when you say remove them, remove them via the app. Yeah. And then if I have to rejoin, I have to put the Community Wi-Fi password, back on the device. Is that right? [silence] right, so when the
12:00
Speaker 2
I know devices. You can try to remove all of your devices first and add those devices that you want to control. Yes, okay. you have the option there to remove the device under on the parental controls. The devices are still connected, devices are still connected to the network. It's just that they are no longer under parental control. So once you add them under on the parental controls, it will not ask for a password anymore. Since your device is already connected.
12:00
Speaker 1
Right, okay. So, oh I see. So you're saying I don't have to go in and add them all. sorry, voice. Yeah. Right. So it's only those devices that I'm adding to parental. So when I see the device pop up. Yeah. Okay. I'll give it a go or a. Thank you.
13:00
Speaker 2
Sure. um As long as the device is connected to the network, um no need to add or no need to input the password. Just add them under parental control to manage or to control it. You're welcome sir and have a good day. Bye You can end the call now, say thank you. I'll just end the call now. Thank you for calling Linksys and have a good day. Bye.
13:00