V2 Rubric Detail — 7b52e692-6c04-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 17:29
Duration
10m 21s
Contact
Sonia Wolshin
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
—
Support Country
United States
Product Family
MR SERIES
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided responsibility by charging a fee and deferring to an unconfirmed email guide instead of providing real-time assistance, especially after customer requested a supervisor.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-32.0)

V2 Grader Summary

The agent failed to resolve the issue, avoided troubleshooting by charging a fee, provided inaccurate technical guidance, ignored a direct escalation request, and showed no empathy. No meaningful progress was made, and the customer was left without a working solution or clear path forward.

V1 Case Analysis

Customer requested parental control scheduling on MR7500. Agent incorrectly claimed device was out of warranty without verifying serial number, charged $15 for free feature, and gave wrong app instructions (told customer to download 'links' app, not Linksys Smart Wi-Fi). Promised to email guide but did not confirm email. No troubleshooting performed.

Troubleshooting Steps
  • Identified device model (MR7500)
  • Incorrectly asserted warranty status without verification
  • Offered to email a guide
Key Observations
  • Agent claimed the MR7500 was out of warranty at [04:00] without obtaining or verifying the serial number from the customer.
  • Agent incorrectly stated that $15 paid support was required to assist with parental controls, a self-service feature available at no cost.
  • Agent gave wrong app name and download instructions, telling the customer to search for 'links' instead of 'Linksys Smart Wi-Fi', leading to confusion with unrelated apps.
  • Agent failed to confirm the customer's email address before promising to send a guide.
  • No actual troubleshooting or configuration steps were performed for parental controls.
Positive Highlights
  • Agent identified the correct device model (MR7500) based on the case record.
  • Agent attempted to offer a follow-up guide via email, showing intent to assist beyond the call.
Agent Errors / Gaps
  • Did not verify or collect the device serial number before stating warranty status.
  • Provided inaccurate information about the cost of assistance for parental controls — this is a free self-service feature.
  • Gave incorrect app name and download instructions — told customer to search for 'links' instead of 'Linksys Smart Wi-Fi'.
  • Failed to guide the customer to the correct web interface (http://192.168.1.1 or http://myrouter.local) for parental control setup.
  • Did not walk the customer through the actual steps to configure parental controls in the app or web UI.
  • Failed to confirm the customer's email address before promising to send a guide.
  • Allowed the customer to download an incorrect app and become confused, without correcting the error promptly.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the issue or provide a confirmed path forward; ended with 'I'm not sure how to answer that' regarding parental controls setup.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent immediately pivoted to charging for service and sending a guide without diagnosing or attempting resolution.
R3 Not Met Correct resolution path conf 96%
Agent cited out-of-warranty status and imposed a $15 fee without attempting best-effort troubleshooting, violating OOW support standard.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent asked no diagnostic questions beyond initial identification; no logical process applied to determine cause or solution.
T2 Not Met Appropriate tools / resources used conf 94%
No tools (e.g., remote access, admin interface, app guidance) were used appropriately; app instructions were incorrect and confusing.
T3 Not Met No misinformation conf 96%
Agent gave technically inaccurate app instructions: 'search for the Lyksys app... spelled L N K S Y S' — correct name is 'Linksys Smart Wi-Fi'.
Communication
C1 Not Met Clear & professional language conf 95%
Poor call control: agent gave vague timeline ('give me five minutes after we end the call'), long silences, and failed to structure the interaction.
C2 Not Met Confirmed understanding conf 96%
Agent failed to adapt to customer's clear confusion and low technical literacy; used unclear, non-specific language throughout.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent did not take ownership; promised to send a guide but provided no confirmation or follow-up mechanism.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline established; 'I'll send it' is not specific or accountable.
O3 Not Applicable Closure confirmation conf 100%
Confirmed first contact — no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 97%
Customer explicitly asked for a supervisor ('Do you think there's a supervisor that could help me?'); agent denied escalation without justification.
E2 Not Met Escalation prep & handoff conf 96%
Escalation was warranted but not executed; therefore, no effective handoff or communication of escalation occurred.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy; responded dismissively ('You will get the same response') and failed to acknowledge frustration or difficulty.
X2 Not Met Tone & rapport conf 95%
Agent did not match customer’s pace or emotional state; continued with scripted, confusing app instructions despite visible distress.
X3 Not Met Overall experience conf 94%
Customer struggled repeatedly with app download and password recovery; agent added effort instead of reducing it.
Call Transcript18 turns · 19 lines
Speaker 2
Okay. 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 numbers ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options. Press 2. Please have your devices serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product. Paid support option may be available depending on the issue. Thank you for calling Linksys. My name is Gerald, and I'll be helping you today. He- hello... It's a- what is it...? [silence] Okay, check in. [silence] 'Kay. [silence] You have a record right here. [silence] Base on the, the name.
00:00
Speaker 1
What? tanya sonia with an s with an S not Tanya s O n O I a Is that right? Was it, uh written in, under, under Tanya? w o l s h i N
02:00
Speaker 2
It's under the name of Tanya Wilson, that's you based on your phone. Is it Sonia? Oh, Sanya. Okay. Let me edit this one down. It's not right yet. Uh yes. And then Wilson. Kind of thing about. [silence]
02:00
Speaker 1
I didn't hear what you said. Oh, thank you. Yeah, I'm really having problems with my 21-year-old. I need to put on parenting controls to shut off my links at 12:00 a.m. in the morning and open it up at 4:55 a.m. in the [silence]
03:00
Speaker 2
Okay. And how can I help with this?
03:00
Speaker 1
Good morning. [silence] Well, I'm on a Lifeline and I'm on disability, so it's like a real headache. Is there any way I could do it on my own?
04:00
Speaker 2
Okay. So I checked the serial number of your MR7500 here, and based on the serial number that you provided, it's showing that your MR7500 is out of warranty. So if I'm going to assist with this, you'll be charged $15 non-refundable. Are you okay with that?
04:00
Speaker 1
What – there's – there's an app. Can you send it to my email address so I can work on my phone on the app while I'm looking at the instruction on my email address? [silence] Yes, I'm Wonder Woman. Yes, that's right. [silence] Now, you know my name's Sonia, not Tonya. Yay.
05:00
Speaker 2
There is. I can send you the guide on how you can do it yourself. If you have the app, much easier. So I'll send the... There is an app? Yes. Sure. So let me confirm. Your email is it SONA? No, SONI? A? That one. Number one, the word wonder@ gmail.com? Is that correct? OK, let me... And a...
05:00
Speaker 1
Um... I didn't, you said give you 5 min to end the call you said? I don't understand. Oh, there's a guide? Okay, that would be cool. Oh, that would be really helpful. And then I have
06:00
Speaker 2
[DOWNWEIGHT] Okay, I'm still looking for the article right here. how about this? Give me five minutes once we end the call. I'll I'll probably going to edit or yeah, I'll edit the guide to that to make it simple for you. I know. what I'm saying? Give me five minutes. Once we end the call, I'll send it to you. I'll edit the guide to make it simple for you. Yeah. I'll send it to your email.
06:00
Speaker 1
How do you download an App? I've never, I don't know how to do that. Do I have to go to the App Store, or? Go to the App Store and then search for the Lyksys app. It's just spelled L N K S Y S. Okay, it says router Wi-Fi. I don't know. Which one? Just just download the app. Okay, that's Liks. It's not the router or the Wi-Fi. Okay, so search. It's a duck. Duck, though, optional Duck AI. Is that it?
07:00
Speaker 2
k, app store, search links is, it will show up there. Download the links app. And then open the app, follow the the guide that I'm going to send you. Yes. Right. Just links it.
07:00
Speaker 1
Yeah. that's what came up first. now it's Linksys Smart Wi-Fi. ma It's like a bunch of elves and a little dot. two elves and a dot. Is that it? Okay. Thank you. Yeah. The first one that came up is Duck, Duck, go. Optio Duck AI. Oh my God. So. All right. And I just down that app. asking for my password for my Apple account. Yeah. I don't remember that. Okay. Oh, I already got it. It says, California Line information. Oh no, that's from spectrum. Okay. Okay. So I have to go through this with Apple. I don't remember my password.
08:00
Speaker 2
No, that's not it. Are you in your app store? The edit to one. Yes, correct. Okay. Yeah, download that and I'll send the guide and how you can log into the app, use the app and do parental controls. Okay.
08:00
Speaker 1
Oh, my God. Okay. I'm so technically challenged. Do you think there's a supervisor that could help me or no? They won't help me either. Okay. They they don't ever make exceptions. Okay. All right. Well, thank you for your talk. Okay. Have a good day. Well, is it hard to do? Oh, you're so awesome. So, how do I handle my 21-year-old? He's going to freak out on me. But it's so I know
09:00
Speaker 2
[silence] You will get the same response. We I am the technical support right here. I mean, we are. [silence] You're very welcome. And any questions. Uh that's it. That's why I'm going to edit the guide to make it I mean to simplify it for you. [silence] I'm not sure how to answer that.
09:00
Speaker 1
Knew I'd get you to laugh at that one. Thank you. Okay. Well you have a good day. Okay bye bye.
10:00