V2 Rubric Detail — 57477858-7965-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 18:05
Duration
20m 22s
Contact
801-756-3024
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (4 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve the content filtering request, provided no troubleshooting, gave materially incorrect technical information, and avoided ownership by directing the customer to search for a non-existent product. No escalation was made despite clear need, and communication lacked empathy and adaptation, resulting in an unresolved case.

V1 Case Analysis

Customer requested content filtering on M300B router. Agent incorrectly stated MBE7000 supports category-based blocking and is available, provided no guidance on existing router capabilities. Call ended without resolution or valid next steps.

Troubleshooting Steps
  • Asked for router model number (M300B).
  • Discussed internet filter settings under Security tab.
  • Incorrectly recommended MBE7000 as a solution with category-based blocking.
Key Observations
  • Agent incorrectly claimed MBE7000 supports category-based website blocking (MBE7000 uses Fortinet Secure DNS, not Guardian-style category blocking) — contradicts KB guidance.
  • Agent falsely stated MBE7000 is currently on the market and available for purchase — MBE7000 is end-of-sale and not available for new purchase.
  • No attempt to guide customer through actual parental controls setup on M300B, despite customer being in router UI.
  • Agent did not provide any KB links, self-help steps, or accurate next steps for the customer.
  • Customer could not find MBE7000 online, confirming agent provided false product information.
Positive Highlights
  • Agent correctly asked for the router model number early in the call — [10:00].
  • Agent acknowledged the router is a legacy device, which is accurate — [11:00].
  • Agent remained polite and professional throughout the call.
Agent Errors / Gaps
  • Incorrectly stated that MBE7000 supports category-based website blocking (MBE7000 does not have built-in category blocking; it uses Fortinet Secure DNS, which is different from Guardian-style filtering) — [12:00]–[13:00]. Contradicts KB guidance in universal_parental_controls.md.
  • Falsely claimed MBE7000 is currently on the market and available for purchase — [16:00]–[18:00]. MBE7000 is end-of-sale and not available for new purchase, contradicting KB and product lifecycle.
  • Failed to verify or explain actual parental control capabilities of the M300B router, despite customer being in the settings UI. No reference to universal_parental_controls.md or legacy device guidance.
  • Did not provide any KB articles, URLs, or actionable self-help steps for the customer, despite the issue being a common feature question covered in the KB.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never resolved the content filtering request; suggested a non-existent router model and provided no actionable solution.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic questions asked, no troubleshooting steps taken; agent jumped to product recommendation without investigating current settings or capabilities.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly claimed the EA7500 lacks filtering capability and promoted an 'out of market' device as solution, violating OOW best-effort standard by dismissing troubleshooting.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
No logical diagnostic process: agent did not identify symptoms, ask relevant questions, or determine root cause; ignored customer's mention of existing Internet filters settings.
T2 Not Met Appropriate tools / resources used conf 94%
Agent skipped required tools: never accessed admin interface, logs, or KB to verify filter capabilities or current configuration, despite clear need for diagnosis.
T3 Not Met No misinformation conf 99%
Materially incorrect information: claimed EA7500 cannot block websites (contradicted by KB), falsely stated MBE7000 is both 'out of market' and 'just released', and implied unique filtering not available elsewhere.
Communication
C1 Not Met Clear & professional language conf 90%
Call lacked framing, had long silences, poor transitions, and agent lost control; failed to guide interaction or maintain direction under customer confusion.
C2 Not Met Confirmed understanding conf 88%
Agent used vague, technical language without adaptation; failed to confirm understanding or adjust explanations to customer's level and confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent avoided ownership by redirecting customer to search Amazon/local stores for a non-existent product instead of providing solution or follow-up.
O2 Not Met Proactive follow-through conf 90%
No concrete next steps or timeline given; only suggestion was to 'look for the router' with no owner, timing, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 99%
First contact; no prior case history to reference or maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Warranted escalation to L2/product specialist for legacy device content filtering was not made; agent avoided escalation despite complexity beyond L1 scope.
E2 Not Met Escalation prep & handoff conf 90%
No escalation executed, so critical details, reason, and customer notification were entirely missing.
Customer Experience
X1 Not Met Customer effort minimised conf 85%
Empathy was generic ('I'm sorry'); no acknowledgment of frustration, repeat effort, or sincere recognition of customer's specific concerns.
X2 Not Met Tone & rapport conf 83%
Agent did not adapt tone, pace, or style to customer's confusion; repeatedly failed to clarify when customer asked 'does that make sense?'.
X3 Not Met Overall experience conf 89%
Customer forced to repeat search efforts for non-existent router; agent created unnecessary effort by directing to stores/online without verification.
Call Transcript27 turns · 32 lines
Speaker 2
Speaker: 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
[ silence ] Oh high. I have a linksystem router. And I I've heard of on a product called guardian that kind of blocks and filters content that you don't want, you know, to come in at all. Can I do that?
03:00
Speaker 2
[silence] Hi, thank you for calling Nietzsche's. This is G. How can I help you today? Mhm. Jscha. fq.
03:00
Speaker 1
And I have my computer open to this router settings. So I have some questions about that. I'm wondering, do I need to purchase something like, heard I've heard there's a product called, I'm sure there's a lot that one called Guardian. And my internet service, they provide Guardian on their router. So I have my router, which is a Linksys router. And I have, I'm not using the router from the internet provider. Can you help me? So does that make sense? I want to be able to either change my router settings to filter porn content, things like that. Or how do I get a company to do that for me.
04:00
Speaker 2
um, yeah. I'll just need the
04:00
Speaker 1
Does it make sense? [silence] Yeah, and I want something like Guardian that's going to do that for me that's going to whatever I'm on, it's going to filter. [silence] Does that make sense? Okay. [silence] Pour content from coming into the website, yeah. [silence] okay, I'm on the security and it has Internet filters. Maybe you can help me with this. It says that my firewall both are enabled. Then it said add IPV6 firewall setting. Do I need to do that? [silence] [silence] I don't know. [silence] are you the correct person to talk to? [silence] Under Internet filters, it has filter anonymous Internet requests. check. and <start_of_audio> I only like to filter it with cast. That's not checked. filter Internet re direction. That's not checked. filter. IDE and T. Prefix.
05:00
Speaker 2
Uh-huh. I can try ma'am. Yes, go ahead. [silence] Uh-huh. We are actually trained to do that. And that let me just check on other things. Okay? Okay double check if it's connected, uh, hello, hello ma'am. I'll just need to create a ticket for you here. Yeah, hello. I'll just need to create a ticket for you here and I'll uh uh check on what else we can do with this. Okay. Uh well, we can do for this. Uh what is your?
06:00
Speaker 1
My uh I have my Luxas Linksys Smart Wi-Fi settings up and it's under security and I have a bunch of internet filters and I'm wondering which ones I need to check. So my firewalls are enabled, my VPN passthroughs are enabled but two of my four internet filters are not checked and I'm wondering if I need to check them but I wonder what they are. Okay. You are the Since filter multicast is one, filter internet NAT redirection, can you tell me what those are?
09:00
Speaker 2
Okay. You are referring to filter anonymous spam? Uh huh. Okay, uh those are actually some settings man, but it needs a like um if you will disable those uh there might be some security feature that will, um disappear on your link piss and it might cause instead [ silence ] the
09:00
Speaker 1
Okay, so I don't want to check those. Okay. So I have that one checked. I have both of those checked. okay. Okay, well, I think those are good to have. I want to filter anonymous internet requests and filter the other. Okay, and at the bottom, at the bottom it says IPv6 port services. Um, and then it says add IPv6 firewall settings. Do I need to do that? Um, it is E as in elephant, A as in apple, 7.
10:00
Speaker 2
the threat on your internet, on your okay. Yes, please. If you will do some changes, man, I will adjust filter anonymous network request or for filter idea. That's what you can, yes, those, you can change at, but others, please don't. Okay. Uh, yes. I'm sorry, can you please ma'am, what's the model number of your layers?
10:00
Speaker 1
M300B as in Victor 2. Yes. And pornography, yes. But I, I also need security. I also need security also, yeah.
11:00
Speaker 2
W E.A7C. I see. Ma'am, your concern is about the guardians, right? Like you wanted to set up the guardians for you to have an additional filter on your internet for bad websites. Okay. This router, ma'am, this is actually part of the legacy devices and there are some features on this router that not on newer devices. We do have a router, ma'am that is able to block the websites.
11:00
Speaker 1
Yeah, I'll have to call them. Probably, yeah.
12:00
Speaker 2
that's the MBE seven thousand. That's the Wi-Fi seven. Unfortunately for this router, this stone have that feature. Yes, even if you disable Mm-hmm. I'm not so sure if that's possible, ma'am. Actually, that's a third-party company and I'm not uh trained for that. Um I believe that is uh a third-party firmware that they will install, right? Like they will install something. Mm-hmm. Unfortunately, no, ma'am. Um we do have one router before that is capable for that and that's already an EOS device. So it's already out of.; [silence] We do have one router before that is capable for that and that's already an EOS device. So it's already out of uh.
12:00
Speaker 1
What was wow Wow, that's really interesting. All right. And is that on the market? Can you I can you say those letters and put a word with?
13:00
Speaker 2
"That's the only device that can be installed with VPN features or with firewall protection, but it's already, out. It's not already available. ["circling in the background] "The only, yes, ma'am, the only device that we have, I will not say that it is, it can be installed with third-party firmware, but this device has the feature that can block websites by category. Yes, that's already on the market ma'am. And then name or the model number of that unit is mbb 7000."
13:00
Speaker 1
is it? Mother. Okay. Mother, I got M and then what? B. Okay. T. So, that is a Lynksys router that has the ability for me to go into the settings and blocking by category. And what categories does it have that I'm interested in? What will it help block anything? Oh, very nice. Okay. I'm looking at that, well, I'm wondering how much that is. Let's see. Leaks where you buy that. Oh, okay. And then who would set that up? My internet company would come out. Okay, so I'm looking.
14:00
Speaker 2
You can look for that in Amazon ma'am, or any local stores. For this one ma'am, we can help you set it up and then we can also walk you through how you can block those.
15:00
Speaker 1
See if I can find it. Linksys. I don't even find anything like that on the internet. I'm still looking. And it's called MBE. Linksys MBE 7000 router. Hmm. Okay. Links, multi-gig, micro. It doesn't say. It doesn't have those. Um. I don't see that series on Amazon. Is that this year? Hmm.
16:00
Speaker 2
uh-huh absolutely yes yes yes yes that was just released last year M. Mmm. Mmm. Yes. Yes. If you can search for one mmm, try to look for M-B-E-7-0-0-1. M,
16:00
Speaker 1
I'll go back into Amazon. Try that one. Ugh. Hmm. Yeah, it doesn't have those letters on them. That's interesting. I wonder how you get one of those. Hmm. Do they still sell them?
18:00
Speaker 2
sure, is that comfortable to put in? Yes, yes, ma'am, that is still out of the market. It will be better, ma'am, if you will search for that device in local stores first, so you can have a firsthand feel of it before you buy it online.
18:00
Speaker 1
In the what? Local store. Hmm okay. Well, thank you very much for your help. Yeah I cannot find this router.
19:00
Speaker 2
And local stores ma'am. You're welcome ma'am. Anyways. Ma'am, let me just inform you that this router you're using is already part of our legacy device. And there is no more available for more for this unit that can help you with some other features, especially parental control and speed. So in the case you wanted to do an upgrade, you can just look for the upgraded Wi-Fi 7 or Wi-Fi 6. That devices will provide you faster connection and more secured settings.
19:00
Speaker 1
[silence] with those numbers that you gave me. [silence] Anyway, okay. [silence] Oh, computer devices. [silence] Call for price. [silence] Okay. [silence] All right. [silence] Thank you so much, man. Appreciate it. [silence] Thank you. Bye. Thank you. Bye.
20:00
Speaker 2
you're welcome ma'am you're welcome ma'am have a good day please stay safe bye bye
20:00