V2 Rubric Detail — 79d73a4a-64eb-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 16:43
Duration
25m 6s
Contact
James Obrian
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00132988
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
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Sentiment Trajectory
—
Ticket subject: parental control issue

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall13.8% (-42.2)

V2 Grader Summary

The agent failed to resolve the parental control issue, incorrectly denied support due to out-of-warranty status, and provided incomplete and inaccurate troubleshooting. Despite suggesting a power cycle, the agent did not use proper tools or verify settings, and the interaction suffered from poor communication, lack of ownership, and repeated customer effort, resulting in an unresolved outcome.

V1 Case Analysis

Customer reports MX5500 parental controls not blocking sites correctly and over-blocking unrelated sites. Agent incorrectly claimed device was out of warranty and refused free troubleshooting. Suggested non-existent 'Apply' button in UI, recommended power cycle, and offered to email generic guidelines. No resolution achieved.

Troubleshooting Steps
  • Asked if the customer had clicked an Apply/OK button in the UI
  • Suggested power-cycling the router/nodes
  • Requested clarification on app vs. web UI
Key Observations
  • Agent incorrectly claimed the router was out of warranty and refused free troubleshooting, contrary to policy which allows basic triage regardless of warranty status.
  • Agent provided materially inaccurate technical guidance by referencing a non-existent 'Apply' button in the MX5500 parental controls UI [09:00–10:00].
  • Agent failed to follow standard troubleshooting flow: did not verify current settings, did not isolate client vs. router behavior, and did not consult KB before escalating to paid support.
  • Communication was fragmented with long silences, poor call control, and failure to clarify the customer's dual issue: ineffective site blocking and over-blocking under 'Block Internet Access'.
  • Agent incorrectly implied that paid support is required to access standard troubleshooting steps, misrepresenting Linksys support policy.
Positive Highlights
  • Attempted to collect the customer's name, email, and serial number [01:00–04:00].
  • Confirmed the product model (MX5500) and family (Velop) early in the call.
  • Recognized that the router supports parental controls and acknowledged the feature should work [15:00].
  • Offered to email troubleshooting guidelines and directed the customer to support.linksys.com as a self-help resource [21:00–22:00].
Agent Errors / Gaps
  • Incorrectly claimed the router was out of warranty and refused free assistance, violating policy that allows basic triage for out-of-warranty devices.
  • Provided inaccurate UI instructions by directing the customer to click an 'Apply' button that does not exist in the MX5500 parental controls interface [09:00–10:00].
  • Failed to validate the customer's actual settings or behavior; did not ask to see a screenshot or confirm the exact configuration.
  • Did not follow standard troubleshooting flow for parental controls: skipped verification of firmware, app version, and client device behavior.
  • Misrepresented support policy by stating that troubleshooting steps are only available via paid support.
  • Poor call control with excessive silences, repeated clarification requests, and failure to summarize or confirm understanding [07:00–08:00, 13:00–14:00].
  • Failed to recognize that 'Block Internet Access' is a separate, broad toggle from 'Block Specific Sites', leading to confusion about over-blocking behavior.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent refused to perform troubleshooting due to OOW status and did not resolve the issue, only offering paid support or self-service.
R2 Partially Met Diagnostic thoroughness conf 91%
Agent suggested a power cycle and asked if settings were saved, which are relevant steps, but did not conduct a full diagnostic sequence or verify settings via admin UI.
R3 Not Met Correct resolution path conf 97%
Agent incorrectly used out-of-warranty status to deny best-effort troubleshooting, violating policy that requires support regardless of warranty for configuration issues.
Technical Accuracy
T1 Partially Met Technically accurate info conf 89%
Agent identified the symptom (blocking not working) and asked if controls were enabled and saved, but failed to probe deeper into device selection, schedule, or ISP override.
T2 Not Met Appropriate tools / resources used conf 95%
Agent never directed customer to log into the router UI to verify settings, despite it being essential for confirming parental control configuration.
T3 Not Met No misinformation conf 96%
Agent incorrectly claimed there should be an 'Apply' button before 'OK', contradicting the customer's observation and actual UI behavior on some models.
Communication
C1 Not Met Clear & professional language conf 96%
Call has long silences, poor framing, and agent loses control, failing to guide the conversation effectively or manage transitions.
C2 Not Met Confirmed understanding conf 95%
Agent used repetitive, generic prompts without adapting to customer confusion or checking comprehension, leading to repeated information.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent refused to assist without paid service, abdicating ownership instead of providing best-effort troubleshooting for an OOW device.
O2 Partially Met Proactive follow-through conf 90%
Agent committed to email guidelines but provided no timeline or confirmation process, leaving follow-up incomplete.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this is the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for this issue.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent showed no genuine empathy, failed to acknowledge frustration, and used scripted closings without personalization.
X2 Not Met Tone & rapport conf 94%
Agent did not adapt to customer’s confused state, repeated ineffective prompts, and allowed disengagement.
X3 Not Met Overall experience conf 96%
Customer repeated serial number, email, and problem multiple times due to poor information capture and handling.
Call Transcript48 turns · 49 lines
Speaker 1
Yes, ma'am. I have a MX 5500 router and the parental controls do not work properly.
00:00
Speaker 2
Welcome to Linksys 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.Linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available, depending on your issue. To hear more about, please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty products, paid support option may be available, depending on the issue. Thank you for calling Linksys. This is Feis. How can I help you? [silence]
00:00
Speaker 1
[silence] and uh, when I try to block websites, it does not work. Wade: hello, uh, James, yes, madam. James, brown, brown, brown, brown.
01:00
Speaker 2
Pardon you you are MX 55, broader ears. All right, I'll create first record for use there, may I know your name? Bill. Your name, your first name is James. And your last name. Boeren.
01:00
Speaker 1
Yes, uh, the one attached to the router is going to be Michael Brooks SHA at gmail.com Michael Brooks
02:00
Speaker 2
[silence] James Bryans. Right. James. What's your email address? Can you repeat that?
02:00
Speaker 1
H A at Gmail.com. Yes, ma'am. I'm sorry. Hold on, let's see. I want to grab that real quick for you. I don't have this always.
03:00
Speaker 2
Michael Brooks H-H-H- at gmail.com. All right. May I know what the serial number of your Linksys is? the serial number of one of your Linksys nodes.
03:00
Speaker 1
Book your Member number book. Are you ready? Five four You One zero M. You the letter You. So 54U... 10 the letter M. To Five. The letter C. 1 6 3 9 zero. One six three nine zero.
04:00
Speaker 2
Yes, five four, what was the next? All right and then one zero m. one six three nine one.
04:00
Speaker 1
Can you repeat your question? Can you repeat your question? Hello? Yes, I only have one router. Yes, ma'am. Sorry.
05:00
Speaker 2
Amazon.com. You only have one, uh, MX 55 and your internet service provider James is
05:00
Speaker 1
no starry s t a r r Y where there's a feature on the router when you go to the app under parental controls to block specific sites [silence]
06:00
Speaker 2
darling Hi, thank you. You mentioned about blocking websites. Mm-hmm.
06:00
Speaker 1
the sites that I tried to block, they are not blocked. Mm-hmm. how. No, that feature doesn't work. Hello? Are you? Yes ma'am. I'm there right now. I am. The I'm both, both. I've used both.
07:00
Speaker 2
sites you want to block [silence] was not blocked. [silence] So you went to the parental control, [silence] uh are you using the Lynx app or the web UI? [silence]
07:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] is there like like do I use the app or or the website? or doesn't matter? [silence] Yes, ma'am. I I Yes. [silence] right. [silence] I'm listening. Yes. Yes, ma. I did. [silence] Yes, ma'am. And it did not work.
08:00
Speaker 2
Did you enable the parental controls? All right. And on the block or specific sites, you enter the website when you select the blocks. All right. Did you save it? Once you
08:00
Speaker 1
I did. Well, there isn't a safe, there isn't a, uh save option, but I clicked okay. And the options are saved. Yes, ma'am. No, man, there's, it's just okay and cancel. So I clicked okay. Are you talking about I'm on the website and there isn't a save option. Are you talking about the website or the app? Okay.
09:00
Speaker 2
You enter the website you top save.
09:00
Speaker 1
[silence] Right. There is no apply. Like I said, there's only two options. It's just [no audio] man, there's only two options, okay and cancel. Okay saves it saves and applies the um the changes that I've made basically. No man. There isn't there isn't that option. No. No. No. I mean, I'm on the I'm on the app now and I'm going to see if there's that option.
10:00
Speaker 2
web browser. Uh, there's uh, okay, but you have to click apply, apply first to save. Let's see. There is no apply button. Because on our page it says to click apply first, so that it will save the settings, and then okay to close the page. So there is no apply on your options there.
10:00
Speaker 1
[silence]
11:00
Speaker 2
So, since you clicked OK, then, check back on the parental controls page and see if the site that you blocked is added. Mm-hmm? So, it's been added. So, uh, since it's been added, try to refresh your device or maybe, uh, do power cycle on your nodes. Just turn it off and then turning it back on. Maybe it needs a restart so that the changes you made will take effect once a power cycle or a restart is done.
11:00
Speaker 1
If that doesn't work, well, what might it mean? Hello. Hello Jen. Yeah, of course. So, what I was asking you is, so, I've tried that too. I've made the changes. I've restarted, well, rebooted my device, and it still doesn't work. So, I guess my question is, does this, um, does this model allow parental controls? Yes, ma.
12:00
Speaker 2
Yeah. James, can you speak closer to your phone's mic? Mm-hmm. You're on at 65?
12:00
Speaker 1
Oh, oh, you said restart the node. Mmm, hold on one second. No, I'm still here, man. Let me see if that works. See, it may, it may drop the call, though, but, well, see, now, I don't even know if that's the problem, because I don't know, because, um, let me go back to, [silence]
13:00
Speaker 2
LittonChek. So, um, when you we started your nodes and device, uh, you check again the parental controls and hello, when I'm, when I'm, we start, uh, what I mean when we start is, uh, just, uh, turning off and then turning back on your, uh, MX 55 and also try to refresh also or we start your device.
13:00
Speaker 1
options here. So when I enabled parent, parental controls, I've enabled that. And then I went to block internet access. I've told that toggle that to, I've switched that to always. And that works, but it blocks search engine websites and it blocks like Amazon and stuff like that. So, I don't know if it's the node. I don't know, I don't know switching the node on and off will fix the issue that I have. Or if that'll make the changes take effect. My question is, again, the model, this model router, does it not allow for blocking specific sites? Hmm, okay. [ silence ] Yeah. [ silence ] But it's just, I can still access it. Yes, man. But then when I, like I said earlier, I enable parental controls.
14:00
Speaker 2
Your MX55 does have parental controls available on your... on the router settings. So, which means your router, MX55-100, is able to block sites. So, when you block the site, the specific website, you can still access the website.
15:00
Speaker 1
I've added the block websites and then I switched on, what's it, block internet access. I switched that to always. I can still access the internet with my device, and it blocks those sites that I put um, that I listed. But then internet access, like I can't access like search engines and stuff like that. So that's the other end of the problem. You understand what I'm saying? Um, No, that's not the problem. So it blocks those websites, but also it blocks like Google and uh uh duck go.
16:00
Speaker 2
What do you mean? You were able to--I mean, you cannot access some sites that you have already blocked.
16:00
Speaker 1
it, it blocks Amazon. it blocks sites that I didn't want to have locked. still access to internet, which is weird. So, that's another problem. Okay. No, no, no, no, no, no. So, I'm talking about blocking internet access. I switched block internet access to all ways. and when I do that, block specific websites. The sites that I listed, those are blocked, but also I can't access like Amazon.com for instant facts. but I can still use the internet. Right? No, no, no, but I can still but I can still use so I can still get [silence] It
17:00
Speaker 2
Okay, let me get it clear. Uh, you block some websites, but instead of, uh, because uh, you have, because you have uh, clicked on block internet access, uh, you should
17:00
Speaker 1
on youtube.com, I, can still get on Reddit., you know what I'm saying? I can still get, on certain websites, but certain other websites don't work. So that, that's broken too. Yeah. But it blocks, but it, but it blocks, but it still blocks other sites that I didn't put on the block specific sites list. Yes, ma'am. it's okay. [silence]
18:00
Speaker 2
All right, um, so you mean to say, you will block your internet access, but you can access you still can access YouTube sites and other sites when you have already blocked your internet access. [silence]
18:00
Speaker 1
OK. OK. I don't even know I don't even need to know the. So I don't even need to know the troubleshooting steps. I just need to know does this model that I have allow block specific websites? Does that feature work for the router that I have? The option is available, but the feature doesn't work. That's what I'm saying.
19:00
Speaker 2
Warranty status because upon checking on our system on our system your router model mx 55 happens to be already out of warranty so therefore I could not walk you through the troubleshooting steps for free. But if you apply
19:00
Speaker 1
But you said it's not free. But you said but you said that the troubleshooting isn't free because the
20:00
Speaker 2
self and the Web you, I, you can see the parental control or feature on it uh it only means that your router is program or built-in with that uh feature parental control and it can uh block uh your internet access and also block some specific sites now as I've mentioned we can do some [silence] troubleshooting [silence] steps to [silence] verify or fix any issues [silence] with regards to that so that we can [silence] isolate [silence] the issue if it's uh your router uh problem that's causing the uh blocked internet access not [silence] working or [silence]
20:00
Speaker 1
um uh that's fine because uh no that's fine because uh the router wasn't I didn't purchase the router the router was provided to me by my internet service provider so maybe it would be best to contact them and see what's going on.
21:00
Speaker 2
Yes, I cannot walk you through the troubleshooting steps because your product is out of warranty. But if you want me to walk you through the troubleshooting steps, you will have to apply for the paid service. It's a paid support. So if you apply for that, I can walk you through the public shooting steps that we have on our system. But if so, if you don't want to apply for the paid service, James, I can just send you the...
21:00
Speaker 1
I won't mind falling me. If you don't mind email me those guidelines that could help maybe. Michael Brooks <michael brooks>. Okay. All correctly. Let me spell the whole thing phonetically. Okay.
22:00
Speaker 2
guides or guidelines, uh, via email, uh, that would be free or you can access, uh, our, uh, site support.Linksys.com and, uh, use our Linksys, uh, support assistant or AI agent to ask for some guidance, uh, that's free. Yes, so let me just verify again your email. Michael Brooks 8 8 at gmail.com. Is that correct? Okay, uh, let's spell it phonetically so that we don't get it incorrect. Michael. Yeah.
22:00
Speaker 1
brooks as in heavy at gmail Brian as in Apple at gmail joke me like next. Your name you go James Yeah name you could you could James James my
23:00
Speaker 2
Hello. Michael, your voice paid out after you spelled Michael. on that. And your name? James O'Brien.
23:00
Speaker 1
it's in. Okay.
24:00
Speaker 2
All right. James, I'll be sending you the guidelines to your email. So just check your email and as I've mentioned, you can also access our support site to try to use our Lynx's a-Agent for support assistance because it's also fee-based. So that if you have any more concerns or inquiries, you can use that, okay? All right. Thank you for calling Lynx's James and take care. See you back. [silence]
24:00