V2 Rubric Detail — b194d3dc-6669-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-12 14:19
Duration
18m 44s
Contact
Francis Brennan
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#GI00133229
Support Country
United States
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: Parental control issue - Unable to pause the internet

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency1.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication2.50/5
Ownership4.29/5
Escalation3.50/5
Customer Exp3.21/5
Overall33.8% (-22.2)

V2 Grader Summary

The agent failed to perform any troubleshooting or technical investigation into the parental controls issue, escalating without diagnostic steps. While ownership and escalation execution were handled well, the lack of technical engagement and minimal empathy resulted in no progress toward resolution. The case remains unresolved due to absence of meaningful L1 effort.

V1 Case Analysis

Customer reports Linksys app parental controls not updating; previous tech failed to return call. Agent escalated to Level 2, provided case number 000-116-607 and advised callback within 3–4 hours. No device details collected or troubleshooting performed.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent never collected product model, serial number, or warranty status despite troubleshooting being relevant.
  • No technical troubleshooting was attempted for the app/parental-control issue.
  • Excessive hold time (over 10 minutes total) with minimal communication; agent placed customer on hold at [03:00], [08:00], [15:00] without clear updates.
  • Agent attempted to reconnect with previous technician instead of focusing on current issue, creating avoidable delay.
  • Agent provided a valid escalation path, case number, and callback timeframe, maintaining operational continuity.
Positive Highlights
  • Demonstrated empathy for customer's frustration regarding broken callback promise [02:00–03:00].
  • Successfully created a new case and provided a valid case number (000-116-607) [17:00].
  • Set clear expectation for Level-2 callback within 3–4 hours, improving customer confidence [17:00].
  • Ensured issue was escalated rather than abandoned, maintaining support continuity.
  • Collected and documented both customer contact numbers (laptop and personal) for follow-up [06:00, 08:00].
Agent Errors / Gaps
  • Missing essential product identification (model/serial) — critical for app compatibility and troubleshooting.
  • Failure to perform any troubleshooting before escalation — no app check, reboot, login validation, or firmware verification.
  • Excessive hold time with poor communication — over 10 minutes of silence across multiple holds without explanation.
  • Inefficient call flow — prioritized contacting previous technician over immediate issue resolution, leading to avoidable looping.
  • Did not confirm customer's app login status or device access, creating credential/environment risk.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved during the call; the issue was escalated without confirmation of fix or execution of RMA, self-help, or limitation explanation.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped all diagnostic steps (e.g., checking app version, cloud login, firmware, parental controls settings) and moved directly to escalation.
R3 Not Met Correct resolution path conf 95%
Escalation was chosen without attempting any troubleshooting, even though parental control issues are within L1 scope and often resolvable via cloud account or app reset.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not identify specific symptoms (e.g., error message, device type, login status), ask diagnostic questions, or attempt to determine root cause.
T2 Not Met Appropriate tools / resources used conf 95%
No tools were used (e.g., remote access to cloud account, reviewing app logs, checking firmware compatibility) despite the issue being software/configurational and tool-dependent.
T3 Not Applicable No misinformation conf 92%
Agent provided no technical guidance, instructions, or information that could be assessed for accuracy.
Communication
C1 Partially Met Clear & professional language conf 93%
Agent maintained basic call control by placing customer on hold and managing transitions, but failed to frame the interaction or set clear expectations upfront.
C2 Partially Met Confirmed understanding conf 91%
Agent used simple language and avoided jargon, but did not adapt tone or pacing to match the customer's frustration or confirm understanding.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent created a new case, committed to follow-up, provided a case number, and attempted coordination with the previous technician.
O2 Met Proactive follow-through conf 97%
Agent clearly stated next steps: escalation to L2, expected callback within 3–4 hours, and provided case number for reference.
O3 Partially Met Closure confirmation conf 92%
Agent acknowledged prior contact but did not access or reference any case notes, requiring customer to repeat context about the dropped call.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 94%
Escalation was reasonable due to prior failed attempt, but agent should have first tried basic troubleshooting (e.g., app reinstall, cloud login) before escalating.
E2 Met Escalation prep & handoff conf 96%
Agent communicated correct escalation path, provided case number, and gave realistic timeline (same day or within 3–4 hours).
Customer Experience
X1 Partially Met Customer effort minimised conf 93%
Agent expressed sympathy (“I’m sorry,” “unfortunate”) and acknowledged the customer’s frustration, but responses were brief and lacked depth or personalization.
X2 Partially Met Tone & rapport conf 91%
Agent remained polite and patient despite customer’s agitation, but repeated holds without explanation risked disengagement; effort was made to maintain connection.
X3 Met Overall experience conf 95%
Agent avoided making the customer repeat personal details, accepted both phone numbers, and provided a case number to prevent rework if callback fails.
Call Transcript26 turns · 29 lines
Speaker 1
the, the, Well, hi, Dylan. I need some help off my Wi-Fi rotors. Rotors, the, you know, the,
00:00
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.com. Please have your device serial number ready. For assistance, press 1 now. For out of warranty products, paid support may be available depending on your issue. To hear - 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. Hi, thank you for calling Linksys technical support. My name is Dylan. How can I help you today? Thank you. I'm sorry, your Wi-Fi.
00:00
Speaker 1
uh the uh the white boxes, the Linksys white boxes ? yeah. yeah. Well, I'm having, the routers are working okay, but I've got the Linksys app on my phone and the app doesn't seem to be working correctly, especially when I go to the parental controls. [silence] Sorry, do you need a moment? Are you typing something? Do you need a moment?
01:00
Speaker 2
I was having troubles updating the parental control.
01:00
Speaker 1
Okay. So, so you're Dylan, where are you Dylan? Okay, so if we get cut off, how do I get back in contact with you? Um, yeah, I've just spent over half an hour with one of your colleagues and he said that and then he cut me off and he didn't phone me back and it's been over like over half an hour, so I'm quite annoyed about that. No, he didn't. Um, well, do I have to go through it all again or can you look at the notes from the previous 30, 40 minutes that I just spent explaining to that guy?
02:00
Speaker 2
I'm from the Philippines sir. No worries. I will be calling you back if ever we got disconnected. 30%. Oh. I see. Okay. Um, let me check who's the... Okay. So he didn't call you back. Anyway. I will create a new case of you here. Seems like... Okay. Um... Okay, just a moment.
02:00
Speaker 1
Because I don't think it I don't think it's acceptable what he's done is unacceptable and it's wasting my time. If he can't help me, just tell me he can't help me. Can I get talking to can I get talking to the other guy? If the previous guy can help me, then then fair enough. Maybe there's some issue that he couldn't get through to me or I don't know. I don't know what the issue is. I gave him all the details, but he said he said he'd phone me in two minutes and it's been over half an hour. Okay, so you put me on hold. Yeah.
03:00
Speaker 2
Actually, yeah, that's actually unfortunate, sir. No worries, I'll, I'll I will be raising this case to the previous technician and ensure that will be educated. But anyway, let me just run some Do you want to talk to the previous guy? Okay, um, how about this one? Okay, how about this one, sir? Um, let me uh, speak with the previous technician and I'll get back to you. Just give me at least uh, five minutes and I'll put you on hold. Yeah, sir. All right, sir. Just stay on the line. OK? All right. [silence]
03:00
Speaker 1
Hello? Hi. Whoa. Okay. So, what should I do now? Can you put me through to him? Well, can we wait until he calls me? So I can make sure he's okay.
05:00
Speaker 2
Hi, sir Francis. [silence] Yes, sir. Actually the the previous technically trying to call you, but your line is busy. So, yeah. No worries. I've already spoke with the previous technically and he's trying to connect you back. [silence] Unfortunately, sir, we don't have an option to transfer the call. But, I'll check with him if he's going to dial the call now and you should be receiving the call from your end. I believe, even if you're on the line with me. Yes, yes, sir. So. No problem. [silence]
05:00
Speaker 1
Yes, because I'm phoning you from my laptop and he was going to phone me back on my, uh, on my landline or not my landline but my personal number but if he wants to try my laptop, he can try that number. I believe he may have that number also. So which does he want to do? That said, yeah. Okay. Okay.
06:00
Speaker 2
uh were you able to receive a caller even if you are on the line with me please get me a num num no okay sir so I believe that the phone number is 7 6 2 9 3 2 3 is that it okay I'm sorry, so let's just wait for it sir I mean let's just wait for him is still dying
06:00
Speaker 1
Mm-hm. Well the number I'm calling you on now, shall we try that number? [silence]
07:00
Speaker 2
hello Sir Francis so the previous technician and tried to call you back for already six times but is really unable to connect to you um do you have any alternative number that we can call or able to connect to you
07:00
Speaker 1
just give me a second it's plus 3 3. 1 8 5 6 7 7 2 3 2. okay
08:00
Speaker 2
I don't think it is possible, but we'll try to my uh just bear with me sir, okay? Just stay on the line. Let me just put you on hold.
08:00
Speaker 1
father Francis. welcome to ee. we've been made the UK's best performers 25 times and counting. you need to talk to someone. press one and our new visual service will get you there quicker than ever. Great, I'll send you a text now with everything you need to get started. Just hang up and that will be with you in a few moments. Thank you, good bye. [KEEP_UNCERTAIN] Hello.
10:00
Speaker 2
[DOWNWEIGHT] Hello sir. Thank you so much for patiently waiting. Just stay on the line, okay. We're still trying to figure out what we're going to do with this. Since like the the previous tech is really trying to call you, but the the um they we receive like a voicemail where it says all circuits are busy. But anyway, um Yeah, it's uh it's probably from our answer, you know. But um give me a Yeah.
14:00
Speaker 1
International calling number. Do you? Can you? Can we check the number? Just to.
15:00
Speaker 2
Sir... Yes sir yes sir... Mr. Uhm just uh just a moment sir okay let me just uh put you on hold again [silence] Okay... Uhm just uh uh just a moment sir okay let me just uh put you on hold again
15:00
Speaker 1
[silence] Mhm. Yep. Okay.
16:00
Speaker 2
uh oh oh hello sir Francis thank you so much for waiting um okay so uh we've come to a uh resolution since uh the previous technician is unable to call you back anymore even trying the exact number or even trying the uh this number that you're using right now um and uh I believe you're still getting the same error right after a reset so what we have decided is we're going to proceed in escalating this case to our level two tech so they're more advanced than us and they will be handling your case from here on out and we hope that there are minimal uh we will ensure that there is minimal time of downtime for you please hang on while we connect you to uh our uh level two tech that's better trained on this issue and has the proper tools to figure out what's going wrong between you and uh our uh our system than uh thank you for your patience we are grateful for your kind understanding um and we'll speak to you soon goodbye
16:00
Speaker 1
Okay. Okay. Okay, and if not, what do I do, just phone back? Yes, please. okay. Thank you. Thank you. And they'll phone me back on my, on my phone.
17:00
Speaker 2
from there on, from here on. So after this call, we will be escalating this and just expect a call within three to four hours or within this day. Or even after this call, if there's available a level two tech. Mhm.all right. Um, yes, sir. You can phone us back. Um, I'll give you your case number in case that, uh, they won't. Yeah, they won't call you back. So it would be, um, 000, that's three zeros, 116, 6, 07. All right, sir. You're very much welcome, sir. All right. Have a great day.
17:00
Speaker 1
I've done. Thank you, bye. Hello?
18:00
Speaker 2
I will take note of both your personal number and this number you're using right now. So, in case that they won't be able to reach you through your personal number, we'll advise to call them. All right, sir. You're very much welcome, sir. Have a great day and take care. All right. Bye for now. I'll see you looking ass my pee Oh, sir, you can release the call now.
18:00