V2 Rubric Detail — 5eb6b0b0-7931-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-06 11:53
Duration
19m 54s
Contact
Sara Ahmed
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00135931
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LINKSYS APP CONCERN.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication3.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.2/5

V2 Rubric Scores

Resolution1.25/5
Technical3.44/5
Communication1.25/5
Ownership4.00/5
EscalationN/A
Customer Exp4.29/5
Overall50.6% (+6.6)

V2 Grader Summary

The agent correctly identified the discontinuation of website blocking and appropriately directed the customer to Instant Safety and third-party alternatives, but failed to verify configuration or provide actionable steps to ensure adult content is blocked. Combined with poor call control, unclear communication, and lack of effort reduction, the issue remains unresolved despite accurate technical information and empathetic ownership.

V1 Case Analysis

Customer requested blocking of adult websites. Agent incorrectly directed to 192.168.1.1 (should be myrouter.info for SPNM). Explained Instant Safety only blocks predefined content. No verification performed. Issue unresolved.

Troubleshooting Steps
  • Collected customer name, email, serial number, and model.
  • Directed customer to access router via 192.168.1.1 (incorrect for SPNM).
  • Explained limitations of Instant Safety feature.
Key Observations
  • Agent provided incorrect local access URL (192.168.1.1) for SPNM series router; correct URL is myrouter.info (per spnm_wireless_ui_guide.md).
  • Failed to verify if Instant Safety was enabled or functioning after customer applied the setting.
  • Did not offer any specific third-party software recommendations or ISP coordination steps.
  • Call contained long silences and filler, reducing efficiency.
  • No clear next step or escalation path was scheduled; left customer to self-resolve.
Positive Highlights
  • Accurately collected customer details (name, email, serial, model).
  • Correctly explained that legacy website blocking is discontinued on newer SPNM models.
  • Correctly identified that Instant Safety provides predefined filtering for adult and malicious content.
Agent Errors / Gaps
  • Provided incorrect router local address (192.168.1.1) for SPNM series device; correct address is http://myrouter.info (spnm_wireless_ui_guide.md).
  • Did not confirm or test the Instant Safety setting after customer applied it.
  • Failed to provide a concrete next step or escalation path for unresolved parental control request.
  • Did not correct or clarify the customer's confusion about Instant Safety's filtering scope after repeated questioning.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent confirmed website blocking is discontinued and only Instant Safety is available, but did not verify successful configuration or provide concrete steps to ensure adult content is blocked.
R2 Not Met Diagnostic thoroughness conf 90%
Agent guided customer to login and mentioned Instant Safety but performed no verification of settings or step-by-step activation of filtering features; relied entirely on customer self-service without validation.
R3 Met Correct resolution path conf 95%
Agent correctly identified that website-level blocking is discontinued on SPNM series and that Instant Safety is the replacement, and appropriately suggested third-party software for granular control, aligning with KB guidance for ISP-managed devices.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the symptom (need to block adult content) and confirmed device model and ISP, but did not ask if customer had tried enabling Instant Safety or what behavior they observed when doing so.
T2 Partially Met Appropriate tools / resources used conf 80%
Agent did not use the KB to guide the customer through the specific 'Menu -> Instant-Privacy' path for parental controls on SPNM models, instead letting the customer wander the UI without directed steps.
T3 Met No misinformation conf 95%
Agent accurately stated that per-site blocking is discontinued and Instant Safety uses predefined filters; third-party software recommendation is consistent with spnm_wireless_ui_guide.md.
Communication
C1 Not Met Clear & professional language conf 85%
Call contained multiple long silences, unclear prompts (e.g., 'this browner', 'Tommy I asked'), and agent failed to set clear expectations or maintain consistent call control.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language and acknowledged concern, but used confusing phrases like 'this browner' and 'Tommy I asked' without clarification, indicating incomplete adaptation to customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, did not transfer, and offered continued support if needed, demonstrating ownership of the case from start to close.
O2 Partially Met Proactive follow-through conf 85%
Agent told customer how to access dashboard and use Instant Safety, and invited callback, but gave no specific timeline or concrete next-step checklist to confirm protection is active.
O3 Not Applicable Closure confirmation conf 100%
This appears to be the first contact; no prior case history to reference or handoff required.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was warranted — issue was within scope of L1 support for product limitations.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly apologized and acknowledged the sensitivity of protecting children online, showing sincere empathy throughout.
X2 Met Tone & rapport conf 90%
Agent matched customer's emotional tone with reassurance, maintained engagement, and responded appropriately to concerns about family safety.
X3 Partially Met Overall experience conf 80%
Customer had to repeat intent and navigate UI independently; agent did not reduce effort by providing clear, validated steps or confirming outcome of Instant Safety activation.
Call Transcript27 turns · 28 lines
Speaker 2
Welcome to Linksys Support, to assure quality service, your call may be monitored. Please remain on the line for assistance. [silence] Hi, thank you for calling Linksys. This is Regina, I can't tell.
00:00
Speaker 1
That's correct, yeah. Yes, yes, yes, yes. That's correct, yeah. there's no H in Sarah, by the way. It's just S-A-R-A.
07:00
Speaker 2
Yes, hello Yes, I can hear you. And what is your concern all about? Okay, so I totally understand your concern but by the way, this is your first time calling for support. Is this your first time contacting us for support? And you're calling from the United Kingdom, right? So may I know your first name and your last name, ma'am? Sarah S-A-R-R-A-H And your last name, can you spell it for me?
07:00
Speaker 1
Yeah, It's, um, A-H-M-E-D, so it's Echo Delta, zero seven five three zero nine six two five seven eight. Sarah, same spelling dot a012 at outlook.com. Pardon? [silence]
08:00
Speaker 2
A for alpha, H for Henry, M for Michael, A for alpha, D for delta. Okay, thank you for that. And your callback number, just in case this call will disconnect. Mm-hm. and how about your email? Okay, so it's Sarah.A012@outlook.com. And before we start, how many routers do you have? How many routers is it?
08:00
Speaker 1
I think it's just the one. It's like a cylinder cube. can you please turn that? Yes, sure. Hold on. Serial number is Z72 echo one zero Mike two eight Freddy zero one six one nine. Did you get that? Yes. That's correct. yeah.
09:00
Speaker 2
[silence] Okay. And can you please provide the serial number please? Okay. So let me just confirm this please. Yes. It's 72E3710M28FN1619. So Roger, and the model number of your Linksys router is SPNM15WDE2.
09:00
Speaker 1
SBNM, yeah, that's right. Correct. That's correct, yeah. Yeah. Okay.
10:00
Speaker 2
[KEEP_UNCERTAIN] and your internet service provider is community fiber, right? And this router is bundled from Venny. Okay, now, Sarah, I would like to set an expectation regarding of the features of this router. So, since this linksys device is an upgraded one. And a newer model. The linksys app is no longer part of its features. But if you're planning to manage your router settings of your linksys router, don't worry for that. I can assist you in how to log in on the web.
10:00
Speaker 1
Okay. I'm using my phone up a moment. Let me go on Google. Yes, I'm on Google. All done, 192.168.112. This is a connection is not private. show detail.
11:00
Speaker 2
Okay.
11:00
Speaker 1
See Massager. the website and then website okay it's come to setup oh root password I put that in Massager. Okay Hum. Personal and your Wi Fi name. Wi Fi password. Yeah turn on guest network to create something Massager. No I don't need that right now.
12:00
Speaker 2
Okay. Yes, can. Let he use the password labeled on the bottom of the router. Don't you love. Yeah. No need to create a guest network if you need that one for the meantime. But if you want to customize the white. Yeah. And if you want to customize.
12:00
Speaker 1
eye. I'm just it's saying now, saving changes, your route to Wi-Fi will briefly turn on and off and then on again. If you lose connection, reconnect your route to Wi-Fi to finish setup. So it's just going around in circle at the minute. Yeah, so next it's saved saving your configuration and checking your software updates. Please whey as we download and reboot your device, the LED will turn bright white when the process is complete. And okay. done. Okay. So it's brought me to the I think this is a dashboard. Yeah. I think
13:00
Speaker 2
please enter your wifi name and wifi password. You can Continue Create. [silence] okay. [silence] Yes set up. Click Next. [silence] connect to now. Yes dashboard. You can monitor your router settings. [silence] [silence] Tommy, I asked [silence]
13:00
Speaker 1
I just want to just set some privacy settings so that you know like if anyone uses my wi-fi because I sometimes have children in the house I just want to avoid any like 18 plus websites things like that. So should I go on menu because I want to block inappropriate web content. Okay so protection of family by publicly demonstrated adult release them single tap I says then at least I can cuz I have children in my house it's uh I says if I save this it says restarting wi-fi. Is that correct?
14:00
Speaker 2
this browner to access the web interface of The Browner. Yes. Yes. Yes. And yes. And uh, where do I see? Yes.
14:00
Speaker 1
Okay. Yeah, it's doing that. It's saying, restarting your Wi-Fi, 'cause I applied it. So, this Instant Safety, would that, would that limit any adult sites? Okay, good. That's, that's what I want. What can only detect? What does that mean, pre-defined?
15:00
Speaker 2
Sarah, I do really apologize for the inconvenience. But we actually discontinued blocking by website. But you can also use the new instant safety to protect your family and block predetermined adult or illegal, illegal and malicious content. So with a single tap, so just go to the instant safety and apply. Okay. Yes. But it can only detect possible, yeah, it can detect content filters or predefined adult content.
15:00
Speaker 1
oh, why is that? which third party software can I use?
16:00
Speaker 2
Yeah, It is actually, for example, if there are some malicious things that will pop up on the device, it'll just block. But blocking by website, we discontinued it. Yes, since it's a newer model, because as of the moment, Sarah, if you want to block or blocking website is not possible, and the content filters are pre defined and it was recommended to use third party software for that purpose. Okay, so let me just verify that one in my end.
16:00
Speaker 1
Can I contact community fiber to block all of these? [silence] I've [silence] I've [silence] I've [silence] I've [silence] I've [silence] done that. [silence] It says block inappropriate web content. [silence] But I don't want anyone to access any inappropriate websites or anything like that. [silence]
17:00
Speaker 2
I do really apologize for the inconvenience, man, but for the meantime, can we use the instant safety to block some specific websites? [silence] Yes. so for the meantime, observed and feel free to call this pack if you need further assistance.
17:00
Speaker 1
So can I ask a quick question? If I need to log into this uh dashboard, do I need to contact you every time or can I do it with the numbers that you've given me? Okay. Yeah. So if I wanted to get parental control, why should I ring community fiber for that? Okay. Okay.
18:00
Speaker 2
Yeah, sure. No, no need. Just use the same method or process we did earlier. 192.168.1.1. And log in using the password labeled on the bottom of the parent node because we did not change anything, right? Ah, regarding with that one, yes, you can. But you can also try to search on the website. What are the third-party software that you need for yeah, and send safety to block specific websites. But if you need more assistance, uh, Sarah, you can feel free to call us back so that we can assist you.
18:00
Speaker 1
Yeah, it's fine. Thank you for help. Do you think there'll bring that feature but do you think that you bring that feature but because it's quite concern especially if we have children in the house? Okay. That's fine. Thank you so much. We hope. Take care. Bye bye. Take care.
19:00
Speaker 2
But for the meantime. Yeah, and for the meantime. Sorry. Regarding with that, we cannot guarantee if we can bring that features for this newer model. Since it is not our control. So but for the meantime, just keep on touch for any updates. Regarding with the parental controls, because we actually changed that into instant safety. Okay, you're welcome, Sarah. And thank you so much also for your understanding. And have a great day. Take care. Bye for now.
19:00