V2 Rubric Detail — c5637f50-7c83-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 17:21
Duration
5m 49s
Contact
Saira Khurshid
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
#EOS00136720
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: No internet connection

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp0.00/5
Overall37.5% (-18.5)

V2 Grader Summary

The agent identified the router as a legacy, out-of-support model but did not provide any solution for the customer's request to set a time limit. No troubleshooting was performed, no tools were used, and empathy was lacking. While the agent created a ticket and gave a brief timeline, the issue remained unresolved.

V1 Case Analysis

Customer requested time‑limit parental controls for iPad; agent identified IA6350 router, noted end‑of‑support with incorrect date (2025), and promised to email instructions – issue not resolved.

Troubleshooting Steps
  • Collected serial number from the customer.
  • Identified router model as IA6350.
  • Informed customer that the router is out of support.
Key Observations
  • Agent never addressed the specific parental‑control request or confirmed if the IA6350 supports time limits.
  • Agent provided a materially incorrect support end date (2025, a future year), which contradicts KB guidance on legacy device support.
  • Email address was captured with confusion and repetition, but ultimately normalized correctly.
  • Agent failed to consult or cite any KB article on parental controls for EA series routers.
Positive Highlights
  • Collected the serial number and correctly identified the router model as IA6350.
  • Offered to send follow-up instructions via email, providing a self-help path.
  • Maintained a polite and professional tone throughout the call.
Agent Errors / Gaps
  • Failed to provide direct guidance on setting a time limit/parental controls.
  • Provided factually incorrect information about the support end date (stated August 2025, which is in the future and impossible).
  • Did not verify whether the IA6350 router supports parental controls before stating no assistance is available.
  • Did not reference or direct the customer to any KB article on parental controls or time limits.
  • Misrepresented the support status by claiming support ended in 2025, which is not possible and contradicts known end-of-life timelines for EA series devices.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 97%
Agent never provided a way to set a time limit; only said the router is unsupported and offered to email instructions.
R2 Not Met Diagnostic thoroughness conf 95%
Agent only collected the serial number and declared the model end-of-support; no troubleshooting steps for parental controls were performed.
R3 Not Met Correct resolution path conf 93%
Although the agent identified the device as legacy, the appropriate path would be to offer best-effort guidance (e.g., using the router’s parental-control settings or suggesting alternative solutions). The agent only offered to send an email.
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
Agent asked for the serial number but did not ask about current firmware, existing parental-control settings, or whether the customer had tried any configuration steps.
T2 Not Met Appropriate tools / resources used conf 92%
No diagnostic tools (admin UI, remote session, logs) were used; the issue could have been examined via the router’s web interface.
T3 Met No misinformation conf 98%
Agent correctly stated that the IA6350 is a legacy model, no longer receives firmware updates, and is out of the support lifecycle.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent kept the call moving (asked for serial, then email) but did not set clear expectations or summarize next steps until the very end.
C2 Met Confirmed understanding conf 93%
Agent used plain language, avoided technical jargon, and repeated the email address to confirm it.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent created a ticket, promised to send instructions, and did not transfer the call elsewhere.
O2 Met Proactive follow-through conf 96%
Agent said, 'I'll send the instructions via email, just wait for five minutes max,' giving a concrete next step and timeline.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior case history to reference.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was clearly warranted for this legacy-device query.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered no empathy or acknowledgment of the customer's frustration about the unsupported router.
X2 Not Met Tone & rapport conf 92%
Agent maintained a flat, script-like tone and did not adjust to the customer's concern about parental controls.
X3 Not Met Overall experience conf 93%
Customer had to repeat the serial number and email address; the agent could have captured this information more efficiently.
Call Transcript12 turns · 12 lines
Speaker 1
Hi, how are you today? My name is Sarah. I'm calling regarding the Internet because uh our router, the Wi-Fi router is Linksys and our Internet, the modem is spectrum. I want to set a time limit on the Internet. So them
00:00
Speaker 2
Welcome to linces support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. While waiting, you may also visit support.linksys.com for more information about your product. [silence] Thank you for calling Linksys. This is May. How can I help you? I'm good. Thank you for asking. Hope you too. Amin.
00:00
Speaker 1
I can only access on my phone and my kids, so I, my kids cannot, uh, like, I want to set a time limit for their iPad. So they cannot be for long time on the iPad. How can I do that? Uh, would that be under the, or, will be that under the router? Okay, we'll check. So, there are two numbers. Um, so the serial number is,
01:00
Speaker 2
Okay. For that one, can I have the serial number of your lenses? Serial number. It's on the sticker underneath. Yes, on the sticker underneath.
01:00
Speaker 1
This is 14 White 3 0 Juliet 0 27 0 5 109. Yeah. No, it starts with the 2 7. Yeah. 1 0 9. [silence] Perfect. Uh-huh.
02:00
Speaker 2
Okay, I have here one for yellow three, zero, Jack, zero, two, zero, five, one, zero, nine, two, seven, zero, five. Okay. And then one, zero, nine. Okay, thank you. I already have a, result here on my end and based on the, serial number you provided. The model number of your device is IA6350, which is part of our legacy device. We don't manufacture this router anymore. And when it comes to support of that router, it already ended, ma'am, way back year 2025, around August.
02:00
Speaker 1
Okay. I don't need it all. So there's no way that I can-- Only my husband can do it?
03:00
Speaker 2
So that router has no, no new firmware anymore. And when it comes to technical assistance via phone, it's no longer being supported. We have our website through, it's the, uh, there is still an article about this device and we also have AI there which can answer any questions and it will also provide troubleshooting steps. Right now, no matter how much I want to help you with this router, it's just that we don't have access anymore or a tool for this type of model number to fix it. Uh-huh. It's already an old model. Uh. You can try. Do [silence]
03:00
Speaker 1
Okay. Oh, okay. I'm hoping I'm okay. Okay. You can, can you send your email please? S A K 7 6 5, 7 6 5gmail.com. Okay.
04:00
Speaker 2
If he can follow the instructions given over email, he should be able to do it. [silence] There's really none anymore. It's part of our end of support products. I can send it via email if you want to. [silence] Sure. What's your active email address? Pardon? S-A-K.
04:00
Speaker 1
person, sir, s E I R A. And the last name is KH U R S HVASP, extremely. Okay, thank you for thank you
05:00
Speaker 2
I have your Alpha Kilo 765 at gmail.com like what's your first name, I need my last name. Okay. Thank you, and what was your AS. uh huh. I'll just create the ticket here officer, after this call will end. Just wait for five minutes max. I'll send the instructions very email, okay? Thank you for calling again. Bye for now. Bye bye.
05:00