V2 Rubric Detail — 75d6da22-6be9-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 14:16
Duration
30m 37s
Contact
Shan Mukh
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#LTS00134052
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 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.
⚠ Auto-Zero applied: T3 Not Met: Agent provided materially incorrect information — claiming a device can connect to two Wi-Fi networks at once via VPN (impossible on standard consumer devices) and using the non-existent brand term 'Linkset' instead of 'Linksys'. This is a critical accuracy failure.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency1.00/5
Overall1.1/5

V2 Rubric Scores

Resolution1.56/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-22.0)

V2 Grader Summary

The agent failed to resolve the parental control blocking issue, provided technically inaccurate guidance, and did not use appropriate tools or structured troubleshooting. Despite partial progress in device identification, the call ended without confirming a fix or providing a clear path forward, resulting in an unresolved outcome with critical inaccuracies triggering auto-zero.

V1 Case Analysis

Customer unable to block websites via Parental Controls on SPNMX56CF. Agent provided inaccurate guidance, failed to verify settings, and did not resolve the issue.

Troubleshooting Steps
  • Advised checking IP address via Wi-Fi settings on Mac.
  • Suggested power-cycling the router.
  • Attempted to guide customer to rename device in the app.
  • Asked customer to confirm device was on Linksys Wi-Fi.
Key Observations
  • Agent misidentified the router model as 'SPN 5600' instead of 'SPNMX56CF', leading to incorrect guidance.
  • Agent suggested using a VPN to connect to two Wi-Fi networks simultaneously ([05:00]), which is technically impossible and irrelevant to the issue.
  • Agent failed to direct customer to the correct access URL (http://myrouter.info) for SPNM series routers, missing a critical step per KB.
  • Agent did not verify URL format (e.g., without 'www.' or 'https://') as required by KB for Parental Controls.
  • Agent did not check or mention time zone settings, a known cause of schedule-based control failures per KB.
  • Agent did not escalate or offer follow-up despite repeated failure of the block to work.
Positive Highlights
  • Agent attempted to guide the customer to identify the correct device using IP address ([04:00]-[07:00]), aligning with best practices.
  • Agent remained patient and on the line during customer navigation delays.
Agent Errors / Gaps
  • Incorrectly identified router model as 'SPN 5600' instead of 'SPNMX56CF'.
  • Provided technically impossible advice: using a VPN to connect to two Wi-Fi networks simultaneously ([05:00]).
  • Failed to direct customer to correct access URL (http://myrouter.info) for SPNM series routers, violating KB protocol.
  • Did not verify URL format for blocked websites (e.g., plain domain without 'www.' or 'https://').
  • Did not check time zone settings, which can affect Parental Controls scheduling per KB.
  • Did not confirm whether Parental Controls settings were saved or applied.
  • Did not escalate or provide follow-up path despite unresolved issue.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer repeatedly states blocked sites are still accessible; agent only suggests power cycling and does not confirm resolution.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent guided customer to identify device via IP and rename it, but did not verify parental control settings or saving; troubleshooting was incomplete.
R3 Partially Met Correct resolution path conf 91%
Agent attempted to resolve via app guidance and restart, but did not assess firmware, model limitations, or confirm if issue was configuration vs. known limitation.
Technical Accuracy
T1 Partially Met Technically accurate info conf 92%
Agent identified device misidentification as a potential cause and asked for IP to verify connection, but did not ask about blocked URLs, schedule, or time zone.
T2 Not Met Appropriate tools / resources used conf 95%
No use of web interface, remote tools, or diagnostics; relied solely on app and verbal guidance despite need to verify router-level settings.
T3 Not Met No misinformation conf 97%
Agent inaccurately suggested using a VPN to connect to two Wi-Fi networks simultaneously and used non-existent term 'Linkset'.
Communication
C1 Not Met Clear & professional language conf 96%
Frequent silences, no clear agenda, and abrupt transition with 'all right aside from that what are your other questions'.
C2 Not Met Confirmed understanding conf 94%
Used unclear terms like 'eye icon' without standard naming; did not confirm understanding when customer struggled.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent did not take ownership; repeatedly deferred to customer actions without follow-through or accountability.
O2 Not Met Proactive follow-through conf 94%
No defined next steps or timeline; call ended without closure or plan for unresolved issue.
O3 Not Applicable Closure confirmation conf 99%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 98%
No escalation performed and none clearly warranted based on issue complexity.
E2 Not Applicable Escalation prep & handoff conf 98%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
No empathy expressed; ignored customer frustration and repeated disconnections.
X2 Not Met Tone & rapport conf 93%
Agent did not adapt to customer's confusion or slow pace; continued with fragmented instructions.
X3 Not Met Overall experience conf 96%
Customer repeated device and issue details multiple times; agent failed to reduce effort or streamline process.
Call Transcript50 turns · 56 lines
Speaker 1
[KEEP_UNCERTAIN] hello? hello, hi, good evening. hello. hey, can you hear me, okay? hello. hello, can you hear me okay, thank you. okay, great, thank you. I can hear you now. Hi, good evening. Happy Friday. How are you? Yeah. Yeah, me too. Thanks so much. Yeah, yeah, actually, I just have a couple of questions. I have been advised by the to broadband as an existing customer, so mainly I'm looking for setup the parental control in the links. [silence]
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 good evening. This is me uh hello. Yes. Yeah, I can hear you. Can you hear me? I'm good. Thank you for asking. Hope you too. Mhm.
00:00
Speaker 1
Yes. I have a my computer and start. Oh, yes. Yes. Yes. Okay. Modern Model. Actually, I don't know what to collect. It's modern model number. SPM, N for November, M for Mike, X for X-ray, number 56. SPNX56. Yeah. Yeah, I just have with me. [silence]
01:00
Speaker 2
Uh-huh. Okay. SPN. Uh-huh. 5600. Ah, okay. 56, okay. You still have access to the Lenskies app. Like can you still log in? [silence]
01:00
Speaker 1
Yeah. Yeah, actually, my main question is I have two devices. One is a phone and one is a MacBook Pro, right? However, for MacBook, I have a different accounts. MacBook Pro is for my wife's MacBook, and I have my own MacBook. Even the do you need any ID or anything else to access my account? But the question is regarding for one laptop, I have a three accounts coming up. I don't know which one is right, which one is not.
02:00
Speaker 2
Okay, I see. Glad that you can still log into the app. Um, yeah, there's a parental control option there. Are you able to see it? On the Linksys app. Okay. So, uh, your question was about that, uh, is it like you're having a hard time, uh, blocking devices? Is that? Uh-huh. Uh-huh. [silence] Mm.
02:00
Speaker 1
working each one is working Yeah, one second. Ah, if I, yeah, I have my laptop with me. Yeah, please let me know what you want me, uh, which one is the correct one, because it shows four in the app, four, four, four profiles. But I don't know which one is the right one. Yeah, three. Three of them is a categorized as the same name, but not sure which one is the right device. Yeah. Yeah. Yeah, yeah, Mac. Yeah.
03:00
Speaker 2
checking the I P address. Okay. Okay. So those four that you can see. Are they all categorized as a laptop or a phone? Okay. So let's check the IP address. That will be the solution. Because each of your connected devices has its own IP address. Let's start with your laptop. Is that a Mac computer or Windows computer? Mac? Okay.
04:00
Speaker 1
okay okay yeah okay sorry one second when I see that I have a two two broadband name one is the 2.4 and the other one is the 5 gigahertz right so yeah it's connected to to 1.1 that's right yeah so it is connected to 2.4 I just selected the same one 2.4 one and select the arrow icon and what it's not showing any IP address
05:00
Speaker 2
so just check your Wi-Fi list, there should be a little eye icon rice side to the Wi-Fi name you're currently connected to. eye icon. so click that and it will pull up information. One of it is the IP address. So what's the IP address? can you tell me? But your Mac will only connect to one Wi-Fi. So is it connected to five? Uh huh. uh, we can use like a VPN or something to connect to two Wi-Fi at once, is it possible?You need to click it first, then the second Wi-Fi with the five, connect one by one and
05:00
Speaker 1
[silence]
06:00
Speaker 2
I icon right beside the name. And one of the information is the IP address on your mobile. Okay. Can you see a little eye icon right beside to your 2.4 WiFi name? Not the Linksys app, we're focusing on the MacBook. So, just visit the WiFi settings on the MacBook. There should be an eye icon right beside to the WiFi name you're connected to. Can you see that eye icon? Or not? Yeah, click Network settings.
06:00
Speaker 1
okay so in the dashboard right I see the MacBook uh profiles under the parental controls uh right so which one I need to select oh good devices okay okay okay in the devices tab I can't see
07:00
Speaker 2
63. Okay. So that's how you can identify them on the Linksys app. Let's go back to the app under devices. So you'll see, you see there three. So you can tap each of it and check which one ends with dot 63. You can then rename that device to that specific computer. that's why do not visit first parental control go first to devices for you to update the name.
07:00
Speaker 1
i can't able to open the devices names. Where can i look at the devices? Ah, yeah, got it. Okay, got it. Yeah, yeah. Okay. Now i can't to see the devices, connected devices 13. Uh and then uh uh, okay, give me a second. I think Viva, Shanka, Netbook. With, okay, q11. Yeah, I think after a select. Okay, one I said 1.63. Uh, okay, let me see the other one. Okay, 1.63. Okay, this is not the one. Right, right, right. Well, I'm just getting there. Mr. trying to find the right device. Okay, uh, yeah, you give me a right right idea. Okay. Okay, now I can find.
08:00
Speaker 2
That's on the first tab, so if you top the three lines, okay, you can rename it there first.
08:00
Speaker 1
Yeah, name, oh come on, cancel, cancel, cancel. Mac IP address. Okay. it's Nuka (boop) book (boop). to 2.4. Where IP address? Oh, okay. the IP address is not coming up there. Okay. I can't see the IP address here. Where is that is gone? Right. This is the right one. Yes, okay. I just changed the name for yeah, to saved it. right? Checking. Yes, this one is IP. [KEEP_UNCERTAIN] By setting IP address 192.168.2.168. Yeah. Fantastic. Now I got the right profile with the correct IP address. Yeah, please let me know what should I do now. Hello? But, I can't see anything actually. Well, okay, I find the devices, but I can't see the parental control Eagle Selectors for the device. One second actually I was trying to Can I hear me here? Okay. One second. Hello? Hello? [silence]
09:00
Speaker 2
all right aside from that what are your other questions
10:00
Speaker 1
Hello? Okay, yeah, please answer me, are you on the line? Are we I is disconnected? Yeah, Okay. Uh I I just found How can I see which one need to be connected to the parental control? because first of all I'm removing all the parental controls on this one, not to get confused. So first I have changed the correct device name, uh to to to set the parental control in a right device. Right? So let me get Yeah, Okay. I got the first thing I have listed here is parental control options, uh based on IP address. Okay. Right. Header trunk control option devices web pages by till family. The parental control status next we will see the parental control handling. Based on time restrictions, Okay. Yeah. Uh Additional modifications URL filter yeah Okay. Cain's access restriction system tuck. TuPY parental control features multi device management. Yeah. Access To settings uh parental uh take notice of device specific URL for parental control settings next, we have parental control type times of use name uh Guardian's stay, block websites, time limits, internet access. Yeah. Okay. Additional content filter. Oh by by Hey, Hey Hey. I Okay. So get set the parental controls. Oh Okay, Cool.
11:00
Speaker 2
Yes
11:00
Speaker 1
Devices, I found a device. Math book. Devices. One second. How to do that, actually? Which one I have to select the parent to control? Hello? You, the question is, um, I have the, uh, device, right? The device is there, right? And so I need to set up the parental control for the device. What shall I do? It's there. Yes, it's there. Hmm. I just wanted to add a device. How to add a device?
12:00
Speaker 2
What's your question? Okay, you have already tapped the parental control option on the app, right? And then it will ask you to select device after.
12:00
Speaker 1
Oh, it's, it, yes, it is, yes, it is listed, but, uh, the name appear is not exactly name as what I have mentioned in the device, device list. No, first, first suggest me, validate me, how to add the parental controls. [silence]
13:00
Speaker 2
add the device, it's not it's not listed there, the device that you wanted to add, because it will prompt you to under parental control tab it will prompt you to the list of devices, right, and once you tap that specific tab, you already changed it, right, under devices and if you say you tap save. Like, you can really see it under device test tab that the name has been updated. Were you able to uh verify is probably it was unsuccessful, is whatever devices listed there should appear under parental control settings.
13:00
Speaker 1
Yeah, the device is appearing. The devices is appearing in this one, but I'm just trying to check to bypass the internet to block the web sites. So, how to how to set up? Yeah, so just wanted to add some web sites, yeah? Let me add the web sites. So, yeah, I just added that, right? Okey? I don't know. And then, and then I'm saving.
14:00
Speaker 2
Pardon? Yeah, because it needs to be done manually. What happens when you select that particular device? If you tap that Y, that device that you wanted to block?
14:00
Speaker 1
I'm trying. But it's still appearing. It's still working. So it's not properly blocked and I'm trying to open that you know the site which I blocked in the profile. But it still working. How do restart? How do restart this router itself? Yeah reset button. Yeah reset is fine or you want me to do some
15:00
Speaker 2
Thank you You need to restart the router after If you just did it and you wanted to see the result right away and it's not or it's still accessible you just need to turn it off and on That's it yes Not reset but just turn it off. Of course. Yes. [ silence ] Uh-huh.
15:00
Speaker 1
on I just turn it on immediately. That's nothing else I did it yeah Hello yeah and then. I don't know let me you want me to try again Yes. Now it is working. Perfect. One second. I just want to tell okay okay. It's going to turn on.
17:00
Speaker 2
Yes. Yeah, you can try once the node is already restarted. uh-huh okay [silence] it's okay. [silence] it's fine. [silence] um the only website uh it's just that you should have an arrow around there. [silence] and [silence] [silence] well
17:00
Speaker 1
[DOWNWEIGHT] clicking so yeah sorry it's not working you know it's not still it's still opening not locked properly no that's the link uh okay okay I think that could be the case I guess like maybe it's the tube okay okay part it if we connect to the different network then it will be the problem yeah okay let me try no if that is the case you said but still opening that I connected to the same same to uh to broadband
19:00
Speaker 2
Linkset. yeah. thor. blessed, huh? make sure that that devices is connected to Linkset Wi-Fi, not the your Wi-Fi, cuz it can not be applied into routers, only for Linkset. Yes, I'm just listening. Uh-huh. Oh, okay. Yeah, totally understandable.
19:00
Speaker 1
I connected the same network, 2.4, and I blocked the some websites. Truth broadband has no internet, right? oh my god, can you able to see what is happening from your end of my network? you don't have action. Uh, you don't have any more taxes. I see. Got it. Okay. Okay. Right, right. Got it. Got it. Yeah. Yeah, okay. Uh, it has no internet connected now. Why it is saying that internet connection is gone?
21:00
Speaker 2
[silence]
21:00
Speaker 1
okay 2.4 is online but devices is not connecting yet has no Internet connection I'm blocking up the wireless password uh not blocking actually after I start it off and turn I mean like switch off the router and coming back to login it's not showing online it's saying this Internet is no Internet connection dashboard 2.4 is online but devices is not connected devices is still connecting so shall I need to go anywhere I'm
22:00
Speaker 2
Earlier. Maybe it's still blinking. It will take three minutes max for it to go back online. Those devices that are blocked, right? Uh-huh. Uh-huh.
22:00
Speaker 1
No, it's not connecting. It's saying the broadband is gone. It says that the tool has no internet connection. Blue. It's blue. And everything come back to the normal. It's solid blue. But the device is... But the devices is not connected. I can see all the device. Oh. Why? Yeah. But the but the app is not app not connected. No. But yeah. Your internet connection is...
23:00
Speaker 2
What do you mean? The your device is connected to your Linksys Wi-Fi now are offline? Uh huh. Okay. The what's the light status of your Linksys router now on top? Then it should be working. Yeah. And the devices that you blocked
23:00
Speaker 1
okay what they can do.
24:00
Speaker 2
a router. One second. I'm really confused. You're saying that your devices right now are connected to Linksys' Wi-Fi, but no internet. Just log in back.
24:00
Speaker 1
Okay, is this something should be on the same same wi-fi? Or it shouldn't be. Okay, not the network. Okay, so should we. Okay. Yeah. Okay. So I'm connecting again to the same network. Excuse me. [silence]
25:00
Speaker 2
It should be on the Linksys Wi-Fi still. Your link. No. Cause whatever settings you apply on Linksys, it will only be applied on Linksys. Or unless if your router is bridge to our router. That's the only time.
25:00
Speaker 1
Yes. Okay. I think I connected the uh just Graham. You are not connected to that guy. You دور and Roth that check now. I'm just like Sorry. I'm taking a long time. Please don't mind. Okay. Yes. Now I connected the same network right? Okay.
26:00
Speaker 2
is it working now okay
26:00
Speaker 1
Now, I can see yes devices, Yes I can see the devices list.. Okay, I can go to the dashboard, let's see what is there.. Okay.. Okay.. Yes, Yeah, it is still there.. But some reasons, I can see everything net is online.. Okay, I see what I see.. Okay, okay.. One second, yeah.. I am nearly there.. So.. I did do whatever you said, it should be in the same network, reset the network, so I put the.. Yeah, I put the, I mean, I I put everything whatever you said but it's still It's still not working actually. So, I just block the sites, but still, those sites are opening. Is it online? Is it online and I choose in the, yeah, you know, the the system has I connected to the, my mobile connected to the same router and my laptop is connected to the same router and the MacBook Pro, it's still appearing in the parental controls, right? And I block it for four sites. It shows four sites, right? But still, but still, yeah, yeah, exactly like you. Yeah. So, how can we solve that? It's Instagram. Yes, OK. Instagram, we should be there to block it. But it's still, it's not opening. Hmm, hmm, OK. But yes, like, you should be there, for sure. Yeah.
27:00
Speaker 2
... But it's online now. Okay. Okay. The exact URL.
28:00
Speaker 1
Yeah, of course, that is right one. It should be, uh, it should be plain like, uh, you know, www.org or something like that. Enter site address. Yeah, html. Yes, I am on. Okay. Okay, okay, okay, now I can see that. Maybe it's not up. No, it's still coming up and I don't understand, man. What is the wrong, what is the wrong thing going on? I don't know. It still shows that blocked network. With why it is still opening the site?
29:00
Speaker 2
Yeah. But are you online already now, connected to Linksys Wi-Fi? Okay. The site that you specifically blocked and that device is of
29:00
Speaker 1
Yes. I have a seem... Yes, I can see. It is connected to the two to fine force, and my phone is connected to the...
30:00
Speaker 2
Already connected to Linksys, right? Uh-huh.
30:00