V2 Rubric Detail — 801a667c-68e0-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-15 17:34
Duration
13m 3s
Contact
Francis Brennan
Issue Type
Parental Controls
V2 Outcome
Appropriate Escalation
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
—
Support Country
United Kingdom
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication2.50/5
Ownership4.29/5
Escalation5.00/5
Customer Exp2.50/5
Overall64.7% (+28.7)

V2 Grader Summary

The agent correctly identified the root cause and escalated appropriately when unable to resolve remote access limitations. While technical accuracy was mostly sound and ownership demonstrated, the interaction lacked full empathy and optimal troubleshooting guidance. The outcome is classified as Appropriate Escalation due to justified L2 referral with complete handoff.

V1 Case Analysis

Customer unable to manage parental controls remotely via Linksys app. Agent explained local access requirement but omitted web-browser and cloud access options. Incorrectly suggested router reset and 5-press method (inapplicable to SPNMX55). Case escalated to Level-2 with callback promised.

Troubleshooting Steps
  • Requested serial number (01:00).
  • Explained that router-password login requires being on the home Wi-Fi (06:00–07:00).
  • Incorrectly suggested resetting the router and using the 5-press method (08:00–09:00).
  • Escalated to Level-2 support with callback promised (10:00–12:00).
Key Observations
  • Agent correctly explained that router-password login requires local Wi-Fi access (KB-aligned).
  • Agent failed to mention web-browser management (http://192.168.1.1 / http://myrouter.local) as a documented alternative to app access (KB: universal_app_transition_notice.md).
  • Agent failed to mention remote cloud access via https://linksyssmartwifi.com, a valid method for remote management if a cloud account was created (KB: universal_app_transition_notice.md).
  • Agent provided materially incorrect guidance: (1) Suggested router reset would resolve remote access (KB: linksys_now_login_admin.md — reset erases settings), and (2) Recommended 5-press method (inapplicable to SPNM series routers per KB: universal_app_transition_notice.md).
  • Agent did not confirm whether the customer had a cloud account during setup, which could have enabled email-based remote access via the app.
Positive Highlights
  • Correctly explained that router-password login requires being connected to the home Wi-Fi network (KB-aligned).
  • Confirmed customer contact details (name, phone, email) for follow-up.
  • Provided a clear escalation path to Level-2 support with a callback timeframe and case number (T7EE0016607).
  • Offered to email case details to the customer.
Agent Errors / Gaps
  • Failed to inform the customer about web-browser management (http://192.168.1.1 / http://myrouter.local) as an alternative to the app, despite it being a documented solution (KB: universal_app_transition_notice.md).
  • Failed to mention remote cloud access via https://linksyssmartwifi.com, which is a valid method for managing the router from outside the home network.
  • Provided materially incorrect guidance that resetting the router would resolve the remote parental-control access issue (KB confirms this would erase all settings).
  • Recommended the 5-press method for setup on an SPNM series router (SPNMX55), which is not applicable (KB: universal_app_transition_notice.md — SPNM series uses a Pair button).
  • Did not confirm whether the customer had a cloud account during setup, which could have enabled email-based remote access via the app.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent escalated to Level 2 without resolving the core issue of remote parental control access; no resolution was achieved during the call.
R2 Partially Met Diagnostic thoroughness conf 95%
Agent identified the need for a cloud account or local Wi-Fi access and explained the limitation, but did not guide the customer through checking if a cloud account exists or using web browser management as an alternative.
R3 Met Correct resolution path conf 96%
Escalation to Level 2 was appropriate given the customer’s remote location and inability to resolve cloud account status or perform remote access at L1.
Technical Accuracy
T1 Met Technically accurate info conf 94%
Agent correctly diagnosed that remote app access requires either a cloud account or being on the home network, identifying the root cause of the login failure.
T2 Met Appropriate tools / resources used conf 97%
No tools (e.g., remote session, dashboard check) were available to the agent, and the issue was addressed using correct KB-based logic; tool use was not necessary.
T3 Partially Met No misinformation conf 93%
Agent inaccurately suggested children could reset the router via the app while away, but correctly noted the reset button option; 5-press advice is valid for SPNMX55 (no Pair button), per KB.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained basic call flow and confirmed details, but had frequent silences and lacked proactive framing or time management.
C2 Partially Met Confirmed understanding conf 90%
Agent used plain language and confirmed understanding at points, but did not adapt to customer’s growing frustration or simplify explanations further.
Customer Ownership
O1 Met Ownership & empathy conf 98%
Agent owned the case by escalating, providing a case number, confirming callback info, and documenting contact details.
O2 Met Proactive follow-through conf 98%
Agent clearly stated next steps: Level 2 will call within two hours or follow up tomorrow; callback number and email were confirmed.
O3 Partially Met Closure confirmation conf 89%
Agent referenced prior contact but did not access or summarize previous case details, missing an opportunity to avoid repetition.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Escalation was justified due to the complexity of remote access limitations and the need for potential remote diagnostics by L2.
E2 Met Escalation prep & handoff conf 98%
Agent provided correct escalation path, case number, callback timeline, and ensured customer knew what to expect.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent remained professional but did not acknowledge the customer’s frustration about children being locked out; minimal empathy shown.
X2 Partially Met Tone & rapport conf 90%
Agent maintained a steady tone and responded to questions, but did not adjust pace or style despite customer confusion and urgency.
X3 Partially Met Overall experience conf 91%
Agent suggested the customer’s children could use the app or 5-press method, which assumes device access; however, did not offer web browser alternative that might reduce effort.
Call Transcript26 turns · 26 lines
Speaker 1
Oh, hi, I'm having some trouble with the living room. [ music ] Yeah. [ silence ] Yeah. [ silence ] [ silence ] Hello? [ silence ] Hi, can you hear me? [ music ]
00:00
Speaker 2
to assure quality service, your call may be monitored. Please remain on the line for assistance. Hello. Thank you for calling Links. This is Ice. How can I help you? Hi. I see. Um what is the serial number of your Links router, sir? So, yes.
00:00
Speaker 1
5, 6, B for Bravo, 1. I'll get the next stage. I'll say, what? 0, Mother, 2, 9, Charlie. 1, 2, 6, 2, 9. So, okay. um yeah so at the weekend I sp or on Friday I spoke to one of your colleagues and I set up the Lynx's app and you know the parental um settings I set up the parental settings. So at the moment I'm away from home and I'm trying to turn the parental settings off but it won't let me enter the app.
01:00
Speaker 2
Yes, uh what's the serial number? Uh-huh. All right. So your router is working fine, so it's just that uh you have issues with the Linksys app.
01:00
Speaker 1
can you hear me? Can you hear me? Yeah, but that that was okay. The guy resolved that and everything was working on Friday, but now today because I'm away, I don't know if it's because I'm away from home, but when I tried to turn the parent gate on and off, like I couldn't even get into the app. Like the app is, you know, when I tried to get into the app on my phone, it wouldn't let me get into the app. Yes. So, when I go to the link to this app, you have to log in and you have to, one second. One second. I'll look at the screen.
02:00
Speaker 2
yes. so, sir, your case was already escalated before? What do you mean it won't let you get on the app? When you try to open the Linksys app, you cannot access it? Yes.
02:00
Speaker 1
so I'm trying to do this on the phone and speak at the same time just one second. So you go to login and you can have the email or you can do um router password. Yeah. So when I go to router password. It won't let me. Yeah. It won't let me do that. It goes to login, you need to turn on your Wi-Fi first. So I've turned on my Wi-Fi and I'm in a another building. So I've turned on their Wi-Fi, but it won't let me log in. No, no. My router is at home and I am away from home. After that, when I get back, I'll contact.
03:00
Speaker 2
routes or password yes type in your router password is your router beside you or OK so that's the reason why you cannot access your links' app because as the app says you need to connect to your Wi-Fi and the Wi-Fi that needs
03:00
Speaker 1
So that means I... that means I have to be at home to use the app? I don't believe that. that can't be right. So I've I've locked a few devices and now I've gone away for a week, so nobody at home can use the devices for a week because I'm not there? No. That doesn't that doesn't sound right. yes. Yes, I've connected to the the local Wi-Fi in the establishment that I'm in. I mean. I'll I'll try it now. I'll try it now and I'll tell you what it says, okay? I'll restart the app and I'll tell you what it says, okay? Okay. So right now I don't know what the problem is. okay, so I've pressed the
04:00
Speaker 2
to be connected, that should be your your, yes. OK. When you try to connect to a Wi-Fi on your phone. Are you able to connect to a Wi-Fi on your phone? OK. And then you open your app on. Uh it says. OK. Yes.
04:00
Speaker 1
Oh, it's link this app and it says manage your Wi-Fi or set up an account. Yeah, and the other, and it also says set up an account. So I think I press on manage your Wi-Fi. Okay, I'll press on manage Wi-Fi. Yeah, I'll press on that, yeah? Okay. Okay, so I go to login and the choice is now I can um, go email or router password. So your colleague on Friday told me I I have to, yeah, he said router password. Okay, I'll try that. Yeah, so I clicked on router password and now what it says is 'to log in', router password.
05:00
Speaker 2
manage your Wi-Fi because your Linksys, manage your Wi-Fi and then select your Wi-Fi name, the Wi-Fi name of your Linksys, try the router password, router password, you do know your router password, right? [silence]
05:00
Speaker 1
Force connect to your Wi-Fi. But I can't connect to my Wi-Fi because I'm away from home. [silence] Okay. [silence] I don't know if
06:00
Speaker 2
Okay, you log into your router. Mm-hmm. Okay. So, the reasons that you can't connect to your wi-fi is because you're choosing the router password. and to chose the router password, you will really need to be near your router and connect to your router's wi-fi connection, internet connection. So, the other way to access the Linksys app is logging in using the email password if you have a cloud account when you set up your Linksys mesh system. If you have the cloud account, that's the only way you can access the Linksys app.
06:00
Speaker 1
For a variable battery have them. I don't know if I have that. Mhm. [silence] Okay. Okay, well I think. [cut off] [silence] Okay, well I'm going abroad for a week for work and [cut off]
07:00
Speaker 2
connect to your home network, uh you're right because I don't think you were able to set up your mesh with a cloud account because you set it up using the router password. So it means you set up your router without linking an account or cloud account or creating an account. So you can only access your router app through the router password and accessing the router password, you have to be near your router. And if you want to access it, you really need to have a cloud account or an account that is linked to your mesh system. But since you haven't, then you can really access your router settings when you're far away.
07:00
Speaker 1
And before I left, I locked the devices. So what can I do? That means nobody at home can use none of my children can use any devices for a week. It's not an 11. So how do you reset it? Yeah. My children cannot do that. My children cannot do that. Can they reset the key?
08:00
Speaker 2
Well, the only thing you can do is to tell your children to reset your Linksys router so that they could be able to access the internet. And resetting your your resetting your router is just through using the app. They can download the Linksys app that and they can set it up themselves. so that uh hmm so that it's uplinked. Okay, I'm
08:00
Speaker 1
Can they reset the router at the at the bottom of the road or press the button at the bottom? Would that help?
09:00
Speaker 2
Yes, they can do that. If they cannot do their linksys app, they can manually reset the router by pressing the reset button and then try to set them up also by using the five press method and they will be able to set up. So, right. So, you will have to be there on the site itself for your router as because your router is an SBN ex 55 and it's actually bundled with your internet provider. So
09:00
Speaker 1
Okay. Okay. We'll try that. Okay. Okay. If I miss the call, can they phone me again tomorrow because I'm about to get on a plane. Okay. Since
10:00
Speaker 2
There's nothing we can do about this, but what I can do is escalate your case so that a Level 2 agent can handle your case and maybe they can do a remote access on your settings. That's the only thing I can do. All right, so I will escalate your case. So Level 2 agents, so just wait for a call back from a Level 2 agent within two hours, okay? All right. Yes. So if a Level 2 agent try to call you back and you're not available, you don't have to worry because they will email you or they will leave a voice message to you. All right.
10:00
Speaker 1
That's correct. Thank you. Yes. Err, sod. that is likely they're won't get me tonight. So they probably or like to call me tomorrow. Okay. Okay, thank you. Thank you very much. Thank you. [silence]
11:00
Speaker 2
uh, I just confirm your, your name is Francis Brennan, right? And your number is 4247-76629-3323. That's your callback number, they will call you. Uhum. So if they cannot contact you, they will have to call you back tomorrow. Uhum. Yes. All right uh, I'll put it on record so that if they cannot contact you or reach you today within two hours, then they will call you back tomorrow, okay? All right uh, so just wait for a callback from a level two agent. And and if they cannot reach you, they will call you back tomorrow, okay? Uhum. Thank you, uh, thank you.
11:00
Speaker 1
No? Oh yeah, if you could get me that please? Uh, there's no way you can email that to me? What email address do you have? Yeah, that's it. Yeah. Francey. Francey. Okay. Thank you. Okay, thank you. Thank you. Thank you. [silence]
12:00
Speaker 2
Thank you for calling links. Tyrone. For Francis. Francis Vanham. I'll rescalate your case. Uh, do you know your case number? So that I could, mm-hmm. I'll provide you your case number. Okay, your case number is T7, T for Thomas, E for Edward, zero oh oh 16, 607. Uh, here, sure. I can email it to you so that you have a copy of your case. All right? So just, uh, yes, it's here on the record, Francis Brennan@hotmail.com. Francis Brenan, for Francis. Yeah, all right. Okay. So just you wait for a callback from level 2 agency, Frances. You're welcome. It's my pleasure to assist you, sir. You're welcome. Bye.
12:00