V2 Rubric Detail — 9e72bfdc-7576-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 17:59
Duration
26m 3s
Contact
Abbas Amid
Issue Type
Parental Controls
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#LTS00135523
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Parental Control Issue
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

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
Technical3.12/5
Communication2.50/5
Ownership3.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall42.1% (+6.1)

V2 Grader Summary

The agent demonstrated ownership and used appropriate tools but failed to resolve the issue due to incomplete troubleshooting and lack of empathy. Critical omissions include not addressing ISP control over SPNM devices and not escalating despite clear customer distress and unresolved problem. The outcome is an ownership gap: technical effort was made, but customer experience and escalation judgment were deficient.

V1 Case Analysis

Customer unable to maintain parental control pause on son's iPhone using SPNM router. Agent provided incorrect access URL (192.168.1.1) and did not resolve issue. Ticket LTS0013S5523 opened. Follow-up required due to ISP-specific limitations and unresolved blocking.

Troubleshooting Steps
  • Collected model (SPNM) and serial number (65N4N10M2CE00543).
  • Guided customer to reset router admin password.
  • Incorrectly instructed customer to access router via 192.168.1.1 (invalid for SPNM).
  • Navigated to Parental Controls and attempted to block a MacBook.
  • Failed to locate iPhone's MAC address or address ISP-specific limitations.
Key Observations
  • Agent provided incorrect router access URL for SPNM device (192.168.1.1 instead of myrouter.info) [08:00], a critical technical error per KB.
  • Agent failed to recognize that ISP-provisioned SPNM routers may have limited or remotely managed parental controls, as documented in universal_parental_controls.md.
  • Agent did not guide customer to find the iPhone's MAC address, leaving the block ineffective.
  • Call lacked clear structure, with long silences, repeated unclear instructions, and no confirmation of outcomes.
Positive Highlights
  • Collected model number (SPNM) and serial number (65N4N10M2CE00543) early in the call [02:00–03:00].
  • Successfully guided customer through admin password reset process [12:00–13:00].
  • Directed customer to access Parental Controls section after login [17:00].
Agent Errors / Gaps
  • Provided incorrect local router access URL for SPNM device (192.168.1.1) [08:00]; correct URL is http://myrouter.info per KB.
  • Failed to verify that SPNM models may have ISP-restricted parental controls, leading to ineffective troubleshooting and no alternative solution.
  • Did not guide customer to locate the iPhone's MAC address in device settings, leaving the block untargeted and ineffective.
  • Misunderstood login flow: did not clarify that 'Access locked' message after first attempt is unlikely; should have verified actual access attempts.
  • Poor call control: allowed long silences [11:00, 12:00, 22:00], repeated unclear instructions, and failed to summarize or confirm outcomes.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer states pause works for a minute but son regains access; agent never confirms a lasting fix or alternative solution like DNS filtering or ISP-level controls.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent guided customer to web interface and reset admin password, but skipped key troubleshooting steps like verifying correct device selection, time zone, or schedule settings per KB.
R3 Met Correct resolution path conf 80%
Agent chose to troubleshoot via the router’s local web UI rather than dismissing the issue or using warranty status; path was appropriate for an ISP‑provided SPNM device.
Technical Accuracy
T1 Partially Met Technically accurate info conf 95%
Agent identified symptom (pause fails) and collected model/serial, but failed to ask about time zone, correct device MAC, or whether ISP manages controls — all listed as 'Most Likely Fixes' in universal_parental_controls.md.
T2 Met Appropriate tools / resources used conf 95%
Agent correctly used local web interface (192.168.1.1) as primary tool, which is appropriate and necessary for configuring parental controls on SPNM series.
T3 Partially Met No misinformation conf 90%
Agent provided correct IP (192.168.1.1), but for SPNM series, the KB specifically lists http://myrouter.info as the primary local address. Additionally, the agent failed to mention that ISP-provisioned devices may have controls managed by the ISP, limiting local options (universal_parental_controls.md).
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic direction but used excessive filler (‘mm-hm’, silence), lacked clear framing, and failed to manage transitions during confusion.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple language but did not confirm understanding when customer struggled with login flow or device selection.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stayed on call, did not transfer, and attempted to guide through full process — demonstrated ownership despite outcome.
O2 Not Met Proactive follow-through conf 90%
No specific next step or timeline given; only offered generic 'contact us back' without follow-up plan or callback commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history indicated; this appears to be first contact.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
Issue remained unresolved after months of failure; customer expressed distress and need for help — warranted escalation per universal_escalation_guide.md, but none offered.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 95%
Agent never acknowledged customer’s frustration, repeated effort, or caregiving stress (sick mother); remained transactional throughout.
X2 Not Met Tone & rapport conf 90%
Agent did not adjust pace or tone despite customer’s confusion and interruptions; continued with robotic responses even when customer was disoriented.
X3 Not Met Overall experience conf 90%
Customer had to locate router, reset password, find laptop, and navigate UI — agent could have reduced effort by explaining myrouter.info or ISP limitations earlier.
Call Transcript40 turns · 44 lines
Speaker 1
Stop doing that. Hiya, I was given this number by my internet provider Community Fibre. So I need some assistance with the parental controls. When I'm trying to put restrictions on my son's phone, for example, I put it right now, within a minute he's able to get back online. So I don't know what, they've tried I'm sure it works, it works
00:00
Speaker 2
[silence] uh huh.
00:00
Speaker 1
for a minute, but then I don't know what he does within the next minute, he's is back online. Uh where do I find it from? Say it again. The the uh the router is um underneath the the sofa to know how to get it. You know, how can I how can I can you just give me it's my hand. Sakina, just move. Just just move. Just one second, yeah?
01:00
Speaker 2
Yes, you get it, sir. Can you provide the model number and the serial number of your linksys router? on the top it is printed on the label.
01:00
Speaker 1
sorry. umm what? pull the soap now. All right. Just one second. Can you hear that? Let me just, I'm, let me just get it. My mom is sick. Okay. Do you want the name, model number? Is that what you want? Model number? I don't know. that. Hello, can you hear me? Okay. So the model number, the model number is um SPNM.
02:00
Speaker 2
All right, tell me. Model number and the serial number. Yes, I can hear you, sir.
02:00
Speaker 1
for mother x for X-ray 57 . and the serial number is 65 N for November 1 0 M 2 C for Charlie E for Echo 00 5 43 . on the linksys app I've tried it on the Linksys app . so if I go into on the Linksys app I can see parental controls . when I click on it um edit
03:00
Speaker 2
I got it. How about the serial number? Got it. Thank you so much for providing me the information sir. Okay and if I may ask sir where did you access the parental control? Is it on the app or the web interface of the router?
03:00
Speaker 1
adding a device and I know he has got iPhone 15 so um I can see which one it is when I'm when I'm selecting his phone um and when I'm trying to pause I try to pause internet like so it works now for a minute and then he's he's able to do something on his phone and able to get back online and I was speaking to this community fiber technical guy say it again. what what did you say? what what did you what were you saying?
04:00
Speaker 2
Um-hum. mm. mm. Mm. Mm. Have you tried to check this. Um-hum. All right. So there are three options, right? Um, on that page, the post internet? Um, there are three options, post internet access, schedule a post and block specific websites. Correct?
04:00
Speaker 1
I have got three options. It says internet access, schedule a pause and block specific websites. So what what I'm trying to do is I'm trying to pause the internet access. Yes, I tried that as well. Yeah, many times. If I give you his um the name to block internet access completely on your end. I'll I'll give you my permission. Are you able to do that?
05:00
Speaker 2
can you select the schedule opposed? all right, so yes, so kindly kind, we already tried a schedule, but uh uh, we don't have that option here, sir. no.
05:00
Speaker 1
So why is it not working? I've been trying this for months now and it's, um, like he's a teenager. He is, um, spending the whole night, um, on internet and the whole day sleeping. And there is nothing I can do, apart from, even this thing, I can't, there is no one who can help me. I'm trying my best with the, um, with my internet provider, they've given me your number now. So what can I do?
06:00
Speaker 2
sure. we can only walk you through and how to do it. [silence] all right. um let's all right let me check here
06:00
Speaker 1
Um, I go you. Yeah, one second. Yeah, one second.
07:00
Speaker 2
All right. How about we will try it using on the web interface of the router or circ? Do you have a laptop or an iPad that we can use to access the router settings? Mm-hmm.
07:00
Speaker 1
Oh look, Nums Lock. Numbers numbers uh uc only don't don't. If just put it open here I'm done fixing google right? Hello yeah. Yes yes. One six eight point one point one. Um, yeah I've already been through this
08:00
Speaker 2
promo. Your laptop is connected to the Wi-Fi right now, correct? Yes. Open the browser and then type in 192.168.1.1.
08:00
Speaker 1
Okay, what'd you come to do? It doesn't work. But let's see. Okay, so login admin. Should I click on router network? Login admin? Yep. No. Okay. I can't see it. Okay. I'm getting I can't access admin page. Type 192.168.1.1 in my web browser. On the top you mean so 192.168.1.1 one second here. 1.1.
09:00
Speaker 2
yes please. Yes, um, did you change your um, router password? And for the router password. All right. So you are. Uh-huh.
09:00
Speaker 1
It's telling me to download and app link this app. Yes. Yes, I can see that. Yes, I have selected and it's thinking about it one sec. okay. So now I've got sign in, which run to password. should I um? these are the Delta. two different videos.
10:00
Speaker 2
Can you see their a picture or an image of the phone, a photo of the phone? All right, kindly click that one. All right, click the photos of the phone. All right. Yes. Kindly input your name or password.
10:00
Speaker 1
So so to login to Linksys Smart WiFi account because it's not allowing me to enter my password. Should I say login? Click here. Okay. Let's see. So I need to put in my email address and my password. But I don't have an email address. I've got a username. It's asking for email address and password, not the password for router. For local access. Um. [silence]
11:00
Speaker 2
It's asking for a router pass, right, correct? [silence] All right. Is there an option for you, uh, for you to access or log in using a router password? Yes, local access. Select that one.
11:00
Speaker 1
It says, "access locked too many failed attempts to login." I haven't even tried even once. know, it just says reset password. Okay, I'll click that. um, so reset admin password. it's okay. we want. Yes. Enter recovery key. should I do I know this from from the past. Let me just [silence]
12:00
Speaker 2
All right. (2:11) and it will ask you to input the recovery key.
12:00
Speaker 1
So, create a new admin password and hint. How should I create a new admin password? Um, much... [silence]
13:00
Speaker 2
Yes. You need to create a router password, or an admin password.
13:00
Speaker 1
Yeah, it's three settings. Okay. Now I've got your admin password is successfully set and then I've got options of device list, guest access parental controls. Should I take parental control? No. Hello. Yeah, say that again. Yeah, I can do that. I don't-I can't see any CA. What I can see is on the left hand side. I've got a list saying smart wifi tools, device list, guest access, parental controls, priority speed check, connectivity, troubleshooting, wifi settings, security. So what should I.
15:00
Speaker 2
and you will find there the CA. [silence] Are you on? Mm-hm. It's on the bottom, sir, on the right pane. [silence]
16:00
Speaker 1
on the bottom CA yeah I see okay CA click on that okay click parental control yeah yeah and from there I can select the OK so 50 wise block internet access always okay
17:00
Speaker 2
Yes, please. All right. And you are routed back to the page. And then go to click the Pareto controls. Yes. Yes, sir. You can look through there is a specific time. You can set a specific time on that.
17:00
Speaker 1
[KEEP_UNCERTAIN] so, I'm trying to restrict, um, I'm, I'm clicking, um, MacBook Air. And then I'm saying block internet access always. And then okay. So, control devices, okay. But then when I'm going back on it, I can still see it. But okay, fine. Let's do what which is what is his phone number? Need to block access to his phone. One thing. Um, Um, I don't know. Yeah. Nazir. Um, install. Um. But, um, so, too, so,
19:00
Speaker 2
mm-hmm yes I was hoping
19:00
Speaker 1
uh what would be the number for his iphone 15
20:00
Speaker 2
And you can try to check for the mac address of the iPhone.
20:00
Speaker 1
where is the Mac? How do I check? No, I'm selecting. I can't. Okay. Oh, my hand. Iphone. It doesn't say. It's like, I've managed to um block his internet access on his Ubuntu MacBook but I can't find his number. Yeah. We've all we've got like four iPhones. I'm not sure which one I think it's not this one. No, but he's named it as Android. So, um Let's go. give me one second there. feels Rule of person that's called karate place if bruising six weeks six weeks really doesn't feel like [silence] Okay, here we go. I say hundreds of dozens one thousand.
21:00
Speaker 2
Yes sir. And if, still there is a problem, then you can contact us back. I could provide you a reference number or a ticket number. Do you have pen and paper handy, so that I can provide it to you? The ticket number, sir, is l as in Lima, t as in Tango, s as in Sam, 0013, s for Sam.
24:00
Speaker 1
s for Sam. Yeah. Five, five, two, three. So L, T, S. L for Lima, T for Tango, S for Sierra, 0013 s5523. Is that correct? Okay. My name is Abbas Ahmed. Cool, thank you so much for your help. Okay, thank you, thanks for your help. Thank you.
25:00
Speaker 2
5 five 23 yes sir and also if you can provide your first and last name, yes sir best all right got it so yes you can contact us back sir if still there is a problem all right most aces right and have a good one bye for now [silence]
25:00