V2 Rubric Detail — 882375c0-6b5b-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-18 21:20
Duration
31m 57s
Contact
Ramon Macasa
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Jerald Jun Villanubos
HappyFox Case
#LTS00133978
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Login concern

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.9/5

V2 Rubric Scores

Resolution1.25/5
Technical3.44/5
Communication2.50/5
Ownership5.00/5
EscalationN/A
Customer Exp3.21/5
Overall55.8% (-2.2)

V2 Grader Summary

The agent correctly assessed the device as likely out-of-warranty and offered valid resolution paths, maintaining ownership and clear next steps. However, no troubleshooting was conducted to resolve the parental control block, leaving the core issue unresolved. While technically accurate, the agent missed opportunities to demonstrate empathy and adapt communication, resulting in a technically sound but incomplete customer experience.

V1 Case Analysis

Customer unable to remove parental-control block on PC; out-of-warranty MX5300. Offered $15 paid assistance or emailed self-help guide.

Troubleshooting Steps
  • Collected model and serial number
  • Checked warranty status via internal lookup
  • Explained that parental controls are managed in the app/web UI
Key Observations
  • First 23 seconds contain irrelevant dialogue and 19 seconds of silence before agent greeting — poor call control.
  • Agent failed to create or reference a HappyFox case, a required protocol step.
  • No empathy or acknowledgment of customer frustration expressed.
  • Agent used 'cereal number' multiple times (likely ASR artifact for 'serial number') without correction.
  • Agent did not attempt to guide the customer through disabling parental controls despite the request and the fact that it is a self-service feature.
Positive Highlights
  • Accurately collected model number (MX5300) and serial number (32N10M39A03378) from customer.
  • Correctly identified the issue as parental controls and explained they are managed via the app or web interface.
  • Accurately assessed warranty status based on serial lookup and purchase history.
  • Correctly explained the $15 paid-support policy for out-of-warranty devices.
  • Provided a clear self-help option and confirmed the correct email address for guide delivery.
Agent Errors / Gaps
  • Did not create or reference a HappyFox support case (PROTOCOL miss).
  • Failed to provide any immediate troubleshooting steps or attempt to walk the customer through disabling parental controls via the web UI (missed RESOLUTION opportunity).
  • No empathy or acknowledgment of customer frustration (COMMUNICATION failure).
  • Long silence and off-topic dialogue at start of call (EFFICIENCY and COMMUNICATION issue).
  • Repeated use of 'cereal number' without correction suggests lack of attention to clarity (COMMUNICATION).

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the parental control block; only offered a self-help guide without guiding the customer through resolution.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting steps were performed—agent did not guide login to router, check settings, or attempt to disable parental controls despite customer request.
R3 Met Correct resolution path conf 90%
Agent correctly identified likely out-of-warranty status and offered appropriate paths: paid support or self-help guide.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified the issue as parental control and asked for model/serial/ISP, but did not diagnose current settings or verify block configuration.
T2 Partially Met Appropriate tools / resources used conf 85%
No tools (e.g., remote access, web UI walkthrough) were used; issue could have been addressed via guided login but agent defaulted to sending a guide.
T3 Met No misinformation conf 95%
Information provided—parental controls must be managed via app/web, warranty status, $15 fee—was factually accurate per policy.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent introduced themselves and collected info, but long silences, abrupt transitions, and lack of framing reduced call control.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms but did not confirm understanding or adapt explanations to customer’s confusion about the block removal process.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent remained on the call, took ownership by collecting email, and committed to sending the guide instead of transferring.
O2 Met Proactive follow-through conf 95%
Agent set a clear next step: sending the self-help guide to the confirmed email address within 5 minutes after the call.
O3 Not Applicable Closure confirmation conf 100%
No prior case history; this was the first contact, so continuity could not be assessed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted—the issue was within scope for L1 handling (guidance on parental controls).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent acknowledged the customer’s question but did not express empathy for frustration over a long-standing block; response was transactional.
X2 Partially Met Tone & rapport conf 85%
Agent maintained a neutral tone but did not adjust pace or style to customer’s repeated confusion and emotional cues (e.g., 'Oh my God').
X3 Met Overall experience conf 90%
Agent collected serial, model, email, and ISP once; avoided repetition and provided a single, direct next step.
Call Transcript17 turns · 23 lines
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's serial number ready. For assistance, press one now. Please have your device's 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. [silence]
00:00
Speaker 1
[silence] [silence] [silence] [silence] Yeah I got $3 hour uh-huh. We: still be on every. Get: all. It's: radio music. test. Henry, Nejl, you know, get all at the ticket and so at Iheart radio.com / ticketwhich. [silence] Hello thank you [silence] Thank you thank you thank you thank you thank you thank you Thank you. Thank you. Would I be able to get extra green sauce? Thank you. Wow. [silence] did you order something for you? VB loader yeah did I get um the enchilada the enchilada Mexicana can I get green and chicken? yeah 17 to drink? just water water? thank you [silence] Did you [silence] hello there's this so that's been on my PC or like my computer for years when I use that Ethernet cable my dad is trying to like take it off, but
03:00
Speaker 2
Thank you for calling the System. My name is Gerald. How can I help you? Yes, sir.
23:00
Speaker 1
So like he's unable to through the app. I was wondering if you guys would be able to Defense Is blocking um I was just wondering if need like let me see. There's a message that is s till it had or a thing has no internet connection on then he's just the whole point that he like he tried logging on to the app after like a few years cuz he hasn't used it in a minute is that he's trying to unblock um uh the parental block that's on on my computer. [silence]
24:00
Speaker 2
Do you have problem with the internet or the Linksys app? what's your problem with the app? [silence] Okay. [silence]
24:00
Speaker 1
Yeah. Serial number is three two N one zero M three nine A zero three three seven eight. And then the model number is M X five three zero zero. Um Ramon r-a-m-o-n m-a-c-a-s-a.
25:00
Speaker 2
can you give me the serial number and model number of that brother
25:00
Speaker 1
Red R-E-D Macasa M-A-C-A-S-A At gmail.com [silence] C-A-S-A Yeah S-A It's my last name M-A-C-A-S-A Macasa Yeah [silence] Um I believe it's Xfinity [silence] Or AT&T No that's I think it's Xfinity Uh
26:00
Speaker 2
What is your email address? [silence] Sorry Mcash@. [silence] All right ..@gmail.com correct? Who's your internet provider?
26:00
Speaker 1
Yeah, I believe it's Venus. Are you able to fix that block or no? Because my dad doesn't even like know how to remove it. That's the thing. It was put on so many years ago. Um, like on my specific computer and now every time I connect my ethernet cable, there's uh, uh a thing that pops up in my browser that says link this, like connection blocked or whatever. Yeah, it's Venice. for our internet provider. I just confirmed with them. [silence]
27:00
Speaker 2
Alright. Think you're talking about the parental control. You can disable that through the Linksys app or the web browser.
27:00
Speaker 1
[silence] well the thing is that yeah no it's okay it's okay you can go um [silence] where we purchased it? let me I'm asking him right now
28:00
Speaker 2
Let me take the cereal number here. But if you if you wanna I mean, we cannot do it here. You can only do that in your end through the app and the web browser. So I checked the cereal number. So I checked the cereal number right here. Based on the cereal number that you provided, showing that it's that there's no data. Do you remember where and when you purchased this one? So I can update your warranty with waiting. What? and when. [silence]
28:00
Speaker 1
He's texting me back right now should have the answer. Okay, I think he's getting the he's getting the numbers right now. he said Best Buy and maybe six years ago he said, Yeah. Do you know why it would show up as no data? Because, I mean the Wi-Fi works. Oh, Oh my God. I see. Okay. Well is there anything you could even I mean you just said the parental block you can't even assist with so, um, is there any point in like, There's no way we could even get help from you, is there?
29:00
Speaker 2
Okay. of six years. Okay. Got it. Is that? No, this is not related to connectivity issue or login concern. This is just to know if the device is out of warranty or in warranty. The reason for asking is that for out of warranty devices, unfortunately, if you go into a system, you'll be charged $15 non refundable. So, I'm not saying I cannot assist with it.
30:00
Speaker 1
would I still get charged with you walking me through it? oui, and. Oui, Could you send me the guide for that? Sounds great. Oui, correct. Oh, Oh, Macosta at gmail.com. All right, Sounds great. Sounds great. Thank you so much.
31:00
Speaker 2
That because your question is that if we can do it here, we can do it here. You can't do it here, we cannot do it here. We will walk you through how to do it. That is, yes, because that's assisting you. So for assistance we charge $15. Unfortunately. If you don't want to be charged, I can send you the guide on how you can do it yourself. It is a self-help guide. Sure, I'll send it to your email. Just confirm again your email is it edmasana@gmail.com. Okay? Okay. I'll send it to you. It'll take about 5 minutes once we end the call. If no information is available, I'll create one for it. That's welcome. Have a good one. [silence]
31:00