V2 Rubric Detail — a2344158-7ed7-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-13 16:26
Duration
16m 17s
Contact
anonymous
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United Kingdom
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution1.56/5
Technical1.88/5
Communication2.50/5
Ownership4.00/5
EscalationN/A
Customer Exp2.50/5
Overall46.0% (+10.0)

V2 Grader Summary

The agent correctly identified the app's limitations and directed the customer to web-based management per the App Transition Notice. However, the agent failed to perform any actual troubleshooting for the parental control failure (e.g., checking time zones or device selection per universal_parental_controls.md), resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to use parental controls via app; advised to access router locally via web UI. No resolution confirmed; recommend escalation if issue persists.

Troubleshooting Steps
  • Suggested enabling a 'browser history' setting (not in KB).
  • Advised accessing router via local web interface (myrouter.local) while connected to home Wi-Fi.
  • Explained difference between router admin password and cloud account login for remote access.
Key Observations
  • Agent provided technically incorrect advice at [00:00] by suggesting a 'browser history' setting to enable parental controls, which is not documented in the Linksys KB.
  • Agent correctly identified that local web access is required for reliable parental controls setup.
  • Model number 'MX56' and serial 'M2934988' were captured, though model may be misheard (likely MX5500 or MX5600).
  • No case was created, no follow-up scheduled, and no confirmation of fix was obtained.
Positive Highlights
  • Correctly explained that parental controls should be managed via the local web interface (http://myrouter.local) while connected to the home network [04:00–05:00].
  • Clarified the difference between router admin password and cloud account login for remote access [07:00–08:00], which aligns with KB guidance.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Provided inaccurate technical advice at [00:00] by suggesting a 'browser history' setting to enable parental controls, which is not documented in any Linksys KB article.
  • Failed to verify whether the customer could access the router locally before recommending web UI steps.
  • Did not create or reference a support case, nor schedule a definitive follow-up or escalation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer reported parental controls not blocking websites and app issues; agent did not resolve the core issue or confirm functionality, only suggested trying the web interface locally.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent identified the need for local access via web browser and advised using http://myrouter.info for SPNM/Community Fiber devices, which aligns with KB guidance; however, no systematic troubleshooting steps (e.g., checking settings, time zone, or device selection) were performed.
R3 Partially Met Correct resolution path conf 85%
Agent correctly directed to web-based management (per universal_app_transition_notice.md) and acknowledged app limitations, but did not fully explore remote access options or confirm if parental controls could be managed via linksyssmartwifi.com.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent recognized that app-based parental controls were unreliable and suggested switching to web interface, indicating some diagnostic reasoning; however, failed to ask key questions (e.g., whether settings were saved, correct device selected, or time zone set).
T2 Not Met Appropriate tools / resources used conf 95%
Agent did not attempt to verify configuration through the web UI, check firmware, or use remote tools despite customer being remote; relied solely on verbal description without accessing evidence-based tools.
T3 Partially Met No misinformation conf 90%
Agent correctly stated that local network access is required for full functionality and that the app has known bugs (consistent with universal_app_transition_notice.md). However, the agent's advice to 'log in to your email' for remote access is a vague reference to the cloud account, and no specific KB-backed troubleshooting for the 'not blocking' symptom was provided.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained basic call control by gathering model/ISP info and guiding toward web access, but allowed long silences, abrupt transitions, and failed to reframe or summarize effectively.
C2 Partially Met Confirmed understanding conf 80%
Agent used simple terms and repeated key points (e.g., need to be on Wi-Fi), but did not confirm understanding or adapt to customer’s repeated frustration and confusion about app vs. web access.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the interaction from start to finish, did not transfer, and attempted to provide a path forward without deflecting responsibility.
O2 Partially Met Proactive follow-through conf 85%
Agent advised customer to return home and access router via web UI, implying next steps, but gave no timeline or specific follow-up commitment (e.g., callback or ticket creation).
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or available; this appears to be the first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and, based on the interaction, no clear trigger (e.g., confirmed hardware fault, repeat unresolved) was present to require escalation.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional and did not become defensive, but showed minimal empathy—only generic acknowledgment without validating customer effort or frustration over app unreliability.
X2 Partially Met Tone & rapport conf 80%
Agent stayed engaged and continued responding, but did not adjust tone or pacing to reduce customer anxiety or clarify complex app-vs-web distinctions.
X3 Partially Met Overall experience conf 80%
Agent avoided asking for redundant information and provided a direction (use web UI), but placed burden on customer to go home and retry without offering remote troubleshooting or alternative paths.
Call Transcript30 turns · 31 lines
Speaker 1
hi I was trying to do the parenting controls on one of your devices and obviously when I go to the app and I put the internet and I give the post when I go to the app I then insert the website and it doesn't it doesn't work either I don't do anything so I was wondering if you guys had like an outage or something like that uh I uh know I can't I can't I can't it just doesn't work. Oh, I see what happened. So all you have to do is if you go in, um, to your browser history, there's a history that you should be able to see and that needs to be turned on. I can't tell you how to do it exactly because it's a bit different depending on what pin you have, but what you're trying to do is turn on that area. It's grayed out if you don't turn that on. So make sure that is on and then you should be able to take off websites that you want. Oh yeah, of course, I didn't. [silence] [silence] Yeah, thank you so much, that fixed it. [silence]
00:00
Speaker 2
Welcome to Linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hello, thank you for calling Linksys technical support. This is Charm, how can assist you today? So you cannot access the Linksys app, sir. Is that correct?
00:00
Speaker 1
basically it doesn't it doesn't adding the IT address. It doesn't it doesn't work at all. Let me give you one second. uh
01:00
Speaker 2
All right. So you tried to access it on the app and also on the website, correct? But it doesn't work. All right. Can you provide the model number and the serial number of your linksys router? [silence]
01:00
Speaker 1
SD. MX 56. 5, 9. November 10. M29. The left. 3, 4, 9, 8, 8. Internet service provider is, uh, uh, community fiber. But they said it's got nothing to do with them. Basically we said look, this is a problem with it.
02:00
Speaker 2
That's, how about the serial number? I got it. I also may know who is your Internet Service Provider. Community fiber, got it. Mhm.
02:00
Speaker 1
And they said it may have undergoing auditing. And I said, look, this app never works. Why? You know? So are they, are they, are they, are they reported issues on this app, you know, like, so this actually we'll have to-go. You can go through more back and always use mobile app. I'm trying to connect it. I'm not at home, but I'm remote, but I should be able to connect it.
03:00
Speaker 2
All right, let's try to check that one out here, sir. Um, do you have a computer of a laptop or a laptop? Uh, no, sir. Okay. Yes, it will work. But let's try this one. Um, do you have a laptop or a computer that we can use? All right. So, um, are you at home right now? Can you connect to the Wi-Fi, to the Linux Wi-Fi? All right.
03:00
Speaker 1
Parent control is enabled, the device shows that the site should be blocked, but it doesn't block. Okay. And one more thing.
04:00
Speaker 2
So, for this one, sir, so that it will work properly, you need to be connected to it physically. Like, you should be at home. Yes. Um, let's try the website, sir. Yes, you can log in remotely, but we- we can use the website and you need to be connected to your Wi-Fi so that we can access it and enable the parental control on that way. Um, that's why, sir, we need to access the interface of the router by connecting your phone to the Wi-Fi. We will isolate that. Mm-hmm.
04:00
Speaker 1
there are too many devices on the network. Like, the way your router works, you the device, they keep repeating themselves. You know how to make it cleaner. meaning I don't want to reset it. But you guys must have an option where the device are not being repeated. Yeah, but I Yeah, but there are so many. The offline devices are so many. You know, there's like hundreds because what happens, they keep reappearing. Does that make sense? Oh, yeah, so. This is a problem, yeah. They keep reappearing all the time. I my computer. So if the device is connected and it then...
05:00
Speaker 2
You can just remove it one by one or manually, the offline devices. Yes.
05:00
Speaker 1
Yeah, so manage your Wi-Fi, can I [silence] log in remotely? [silence] So...
06:00
Speaker 2
Mm, I see, right, so yeah, the only option for you is for you to remove it manually or it's for you to reset the router, Mm-hmm, Mm-hmm, yeah yeah, I see that. All right, and the last option, sir is for you to, um, delete it manually or remove it manually. Yes. I guess you can still lag and remotely about, let's see a channel. Check it here, because sometimes where I'd.
06:00
Speaker 1
So look I have here. So look I have two login options. I have logging via email and logging by router password. Which is the best one? I should use. That one. That one. Okay. What can I do? Okay. What password am I going to use? Okay. Okay. Okay. I I think I think I have. Let me check it out. Out router router password.
07:00
Speaker 2
The app have some bugs issue. That's why,.... All right. So if you want to connect it remotely, you need to log in to your email, sir. Your email and password. If you want to access that remotely. Okay. So if you don't have a cloud account, sir, you did not connect your router to your account, you cannot access it remotely.
07:00
Speaker 1
[silence] I reset my password. you need to reset your link now to Linksys Smart Wi-Fi account password please find the reset button okay I am just trying to reset my Wi-Fi password if I create a new password will this change my router password because it says your network my go flying
09:00
Speaker 2
crazy.
10:00
Speaker 1
I've been here for a few minutes. What? What can I do for you? What? What? What? What? What? What? Stay with me one moment. I'm resetting them. [silence] yeah, I don't need to write the
11:00
Speaker 2
Not your router password, sir, but your account or cloud account password.
11:00
Speaker 1
so this password I can use it to log in remotely so you mean I can also connect via my phone using my website no
12:00
Speaker 2
Yes, sir. But we discourage you to use the app... If you want to enable your parental control, sir. The most accurate is for you to access it on the website. Like you should be connected to your Wi-Fi.
12:00
Speaker 1
So I just want to I wanna say Yeah. small small thank you. Thank you. Okay. Okay, but does this work? Because I've tried and tried and tried, but it doesn't work. yeah yeah, okay, but what I'm saying is why why is this not working? Can we log a ticket with the supply team? because this app should be working, that's the whole point of app, right? The app should be working properly. [silence]
13:00
Speaker 2
Um, no, sir, you should be connect, using the router password. So you should be connected to the Wi-Fi. So once you're at home, sir, you can contact us back, so that we can walk you through. Yes, you tried. Yes, you tried it remotely, but that's why we need to isolate it and access it on the interface using the website. And you should be connected to the Wi-Fi. All right. Um. We can't guarantee that one serv. That's why we're describing
13:00
Speaker 1
Okay, but do you guys report these bugs? Okay. And um, I don't want to stop internet for my son. But what are other ways that I can restrict website and apps? I want to know other methods of parental control. Yeah, but if it's not working, how do we fix it?
14:00
Speaker 2
Rich some users they use the app, so since it's not so accurate, there might be some bugs in that. We are still fixing that. Yes, we already report that ones our team. [silence] Yes, that's the only way the parental controls server. [silence] Right. That's why, sir, um, [silence] I already informed you that you should be [inaudible] us
14:00
Speaker 1
Okay. Yeah. Okay. and also does it matter if I have modern? I have four nodes at home. I have MX56 which is the latest one. And then I have MX55, the other nodes. Yeah, thanks. Does it matter? Yeah, I was just great hell. Might be good to do the trade. I'll see you outside. also like okay, I'll call you from home, yeah? Whatever you guys open until.
15:00
Speaker 2
connected to the Wi-Fi so that we can access the interface of your router and see if the parental control will work on that way and that's the time we will escalate the concern if once we isolated and it still it doesn't work then that's the time we will escalate it to our advanced team. [silence] I see. [silence] It doesn't matter, sir, as long as you are connected to the main [silence.] [silence.] [silence.] [silence.] or the main router.
15:00
Speaker 1
okay thank you so much Yeah. Bye.
16:00
Speaker 2
course. All right, thank you so much, and have a good one. Bye for now.
16:00