V2 Rubric Detail — dc512e48-6e40-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 13:47
Duration
29m 31s
Contact
Henrietta Amportey
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134235
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Parental Controls.
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication2.50/5
Ownership5.00/5
Escalation0.00/5
Customer Exp3.57/5
Overall42.8% (+6.8)

V2 Grader Summary

The agent failed to recognize that the SPNMX56 is an ISP-provisioned model where parental controls are likely managed by Community Fibre, not locally. Without checking the ISP portal or using diagnostic tools, the agent defaulted to repetitive resets and app reinstalls, which did not resolve the core issue. The case remained unresolved, and escalation to Tier 2 was warranted but not performed.

V1 Case Analysis

Parental controls not saving changes via app on SPNMX56S (Community Fibre). Agent guided factory reset without verifying web UI access or ISP portal. Issue unresolved. Ticket #134-235.

Troubleshooting Steps
  • Confirmed model (SPNMX56S) and ISP (Community Fibre).
  • Attempted login via router password in app — failed multiple times.
  • Guided factory reset of the router without verifying web UI access.
  • Instructed to reconfigure router and retest Parental Controls post-reset.
Key Observations
  • Agent incorrectly stated the router LED would turn 'solid purple' during reset (transcript [14:00], [20:00]) — SPNM series routers do not have a solid purple state (per universal_factory_reset.md).
  • Agent failed to verify access to the local web UI (http://myrouter.info) before recommending a factory reset, missing a critical troubleshooting step for ISP-managed devices.
  • Customer reported password issues both before and after reset, indicating the root cause may be ISP-side credential sync, not router state.
  • Agent did not recognize that SPNM series devices (like SPNMX56S) are ISP-provisioned and may have parental controls managed by the ISP, limiting local configuration (per universal_parental_controls.md).
  • Agent did not suggest checking the ISP portal (Community Fibre) for parental controls, which may be the correct management path.
  • Serial number was partially captured but not confirmed or repeated back for accuracy.
Positive Highlights
  • Collected customer name (Sandra) and attempted to collect contact details.
  • Provided a ticket number (134-235) for follow-up.
  • Acknowledged customer frustration and apologized multiple times.
  • Guided the customer through the factory reset procedure with clear step-by-step instructions.
  • Confirmed the model number (SPNMX56S) early in the call.
Agent Errors / Gaps
  • Incorrectly described router LED behavior: claimed it would turn 'solid purple' during reset, which is not a valid state for SPNM series (transcript [14:00], [20:00]).
  • Failed to verify access to the local web interface (http://myrouter.info) before recommending a factory reset.
  • Did not recognize that SPNM series routers have ISP-managed parental controls and may require ISP portal access for configuration.
  • Did not suggest checking the ISP's (Community Fibre) account portal as an alternative management method for parental controls.
  • Provided vague and incorrect guidance about post-reset setup, including reliance on the app which may not be the primary interface for ISP-provisioned devices.
  • Did not confirm the serial number accurately — only partially captured and did not repeat for verification.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Customer states parental controls still show 'Your changes have not been saved' after reset; no confirmation of working controls post-reset.
R2 Partially Met Diagnostic thoroughness conf 90%
Agent suggested app reinstall and factory reset, but did not verify admin password, check ISP portal, or inspect web UI settings.
R3 Not Met Correct resolution path conf 95%
Agent recommended factory reset without first determining that SPNMX56 is ISP-provisioned and that parental controls may be managed by Community Fibre, not locally.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (parental controls not saving) but did not ask about ISP portal usage or verify if rules were being overridden by external management.
T2 Not Met Appropriate tools / resources used conf 90%
Agent did not attempt remote access to router, check Community Fibre portal, or use admin dashboard to verify settings — tools necessary for this ISP-provisioned model.
T3 Partially Met No misinformation conf 85%
Reset instructions were correct, but agent incorrectly implied the old password would work post-reset and did not clarify default password is on label.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent maintained call control but had multiple silences, repeated unclear instructions, and failed to transition smoothly between steps.
C2 Partially Met Confirmed understanding conf 85%
Agent used empathetic language but gave confusing guidance about login options and password resets, requiring customer repetition.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case throughout, did not transfer, and followed through on troubleshooting steps.
O2 Met Proactive follow-through conf 90%
Agent provided clear next steps: perform reset, observe LED, reconnect via Wi-Fi, and test parental controls.
O3 Not Applicable Closure confirmation conf 90%
No prior case history referenced; no handoff occurred.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Issue persisted after factory reset and was beyond L1 scope; agent should have escalated to Tier 2 for ISP integration troubleshooting.
E2 Not Met Escalation prep & handoff conf 90%
No escalation occurred, so no details were provided to a higher tier or customer about escalation path.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent repeatedly apologized and acknowledged customer frustration: 'I really apologize... this is very frustrating.'
X2 Met Tone & rapport conf 90%
Agent adapted tone to customer’s emotional state, remained patient, and stayed solution-focused despite repeated failures.
X3 Not Met Overall experience conf 90%
Customer was asked to factory reset multiple times, reinstall app repeatedly, and re-enter passwords — avoidable effort not reduced by agent-side tools.
Call Transcript48 turns · 54 lines
Speaker 1
Hi, good afternoon. I'm having issues managing my router settings using the Linksys app. I've tried the app. It doesn't allow me to make any changes from my parental control tab. I've tried logging in to the web address as well on the computer, the Linksys web address. It shows us not a secure website and wouldn't let me do anything else. So, I'm trying to find out the way around this.
00:00
Speaker 2
Welcome to Lynksys Support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Lynksys. This is Tracy. Gene. I'm gonna help you today. Okay, so I totally understand your concern all about. And your last name? So it's A for alpha, M for Mike, Conde, next to that. And your callback number? Okay, thank you for that and your email. And how many links is it router do you have in Rita? Can you please provide a serial number?
00:00
Speaker 1
I think [silence] zero, M for Mike, two, one, E for Echo, one, six, six, four, four. Correct. Model number let's see here, for a six, drive. [silence] yes, [laughter] I accept that's correct.
03:00
Speaker 2
for November, 10 and for Michael 21, D for Edward 16644. Okay, so the model number for this browser is an SPNMX 56s. And your internet service provider is community fiber. Your internet service provider is community fiber. Okay, so the link is trailer is currently working but what specific website are you trying to block?
03:00
Speaker 1
I'm not trying to block off the website. I'm trying to set parental controls for certain devices so that the internet stops at a certain time. So basically the parental control feature does not work for me. It. It's worked in the past. It doesn't work anymore. [silence] Have I tried to do what? Yeah, I've done it three times. I've done it three times. I've done it on mine. So when you said reinstall, I've deleted the app three times, including with community fiber online. I've reinstalled the app three times, but it does not allow me to use those.
04:00
Speaker 2
And what is the error?
04:00
Speaker 1
Features that I've just mentioned. That's the problem. So there's no problem with uninstalling the app. Putting the app back but when I go to parental control and I try to social internet, it say that your changes cannot be please try again later and that happen for one month continues. So if I cannot manage the parents or the parent section it's quite useless for me because I need to monitor these things. Yeah, I tried that as well. I tried out the community five about 10 minutes ago before yourself but I'll do it again. I just keep doing the same thing over and over again. Is there.
05:00
Speaker 2
Right. Okay, [silence] so I do [silence] really apologize [silence] Hienrita, [silence] but for proper [silence] um, [silence] isolation. [silence] Can you please uninstall and reinstall the lynx app, and let's try to log in locally by router password.
05:00
Speaker 1
That's not working. I've reinstalled this app so many times, done it, try and log in, they've got me to reset my password, I've done so many things. It's very frustrating, but I will delete it again for like the sixth time and reinstall it. But the problem is not the reinstalling of the app. That is not the problem because it's been tried so many times. [noise] I've done that. When I proceeded logging in through with the router password, they asked me, it says our passwords have changed, our password, the email address have changed, set up a new password, which I did this afternoon with community fiber on the phone.
06:00
Speaker 2
Yeah, but an assimilation, so let's check what is the error comes up when we try to use the parental controls and the links app in Rita. So, and let's also proceed to log in using your router password.
06:00
Speaker 1
and let me in there, but then I get the same error when I go to parental control and I try and pause any internet access for any of the devices under parental control. I get that same error. Your details, your changes have not been saved. Try again later. So, I'm going to try and logging again with the router passphrase that I've only just reset. It's now saying password incorrect. I'm not sure what password they want now because when I tried to do it, no, because I thought you said you want me to try and logging with my router password. It that only asks you for password, it doesn't ask you for email. There's two tabs. You either login with your email or router password.
07:00
Speaker 2
Is it asking for an email, email and password? Okay.
08:00
Speaker 1
which one do you want me to log in as? Yeah, that doesn't ask for email. It just ask you for passwords. Yes, that's what I'm saying. It says password incorrect. That's what I've just done. So I created a new one. That's what I was saying earlier on, ma'am. I created a new one. That new one doesn't work. The old one doesn't work. So do I just keep creating passwords? So, if I created a new one just before I called you? It's so frustrating. It's just everyone keeps telling me to do the same thing over and over again and it does not yield any result.
09:00
Speaker 2
router and can we try to type your router password? okay reset, create a new one. Yeah, I'd really apologize. That's why we're trying to figure out what's really going on.
09:00
Speaker 1
So what do you want me to do? Because then the only option is not to create a new one because I've already done that. It gives me the option of just reset password. Yeah. I tried that, man. That's why it said wrong password and then you're saying I should create a new one. So if I use the same one that I just use, wouldn't it say the same error? I've already done this. [silence] Thank you.
10:00
Speaker 2
Yeah, click reset or forgot password but you can create the same router password that you used earlier. Yeah, just try to forgot a recent password, enter the recovery key labeled on the bottom of your router and then make sure to follow the rules on creating an admin or router password. Okay, go to the parental controls. And then try to check or verify if it is working. The parental controls.
10:00
Speaker 1
Yeah, what do you want me to do to check that it's working? just click any device and pause it all. Okay. I've tried to remove one of the devices. I guess removing something from parent control and then I get the, the banner. Um, something is happening. I'm just waiting and maybe save which is what I've been getting for one month. Your data has not been saved. Please try again later. Your data has not been saved. Please try again later.
12:00
Speaker 2
There's an error in your data.
12:00
Speaker 1
Yeah, it hasn't worked for about a month. I just keep taking the removing the app, reinstalling it, trying to login online, trying different things, but it hasn't worked for over a month now. So, I'm not sure what else to do, but the the reason why I got this router is because of parental control for my children, and without that, it's it's it's of no use to me, so it's very frustrating. [silence] Okay, how do I do that? That's something I'll try.
13:00
Speaker 2
Okay, so you mentioned earlier that you already tried everything and the issue still continues for a month. Would you like to reset and reconfigure your linksys router, Sandra? Okay, can you press and hold the reset button of the router for let's just say 20 seconds.
13:00
Speaker 1
I'll do it again. Mm-hmm. Yeah, it's just done that. [ Silence ] What would you like me to do after that action? Pull it careful. Is that after the blue? [ Silence ]
14:00
Speaker 2
Make sure the light indicator will blink red, then the light goes off, then turn the solid blue, let go reset. Okay. Wait for the light to turn solid purple so that we can proceed to set up the router again. When it turns to solid blue, release the reset button, then it will blink blue and turn the solid purple. That will takes 1 to 2 minutes.
14:00
Speaker 1
And it's still blue at the moment, it hasn't changed. So um did. It did. Yeah. It turned and it went red. It went off and then the blue came. Um is now like oh it's just blink. but it's not turning purple. I've never seen it turn purple before. Is that expected of this particular router? [silence]
15:00
Speaker 2
Yeah, but when you press and hold the reset button earlier, the light blink red, then it went off. Okay. Yes, and of course, it will automatically set up this router since it's bundled from your [silence]
15:00
Speaker 1
No, it's not blinking at all. It's just blue. And if you want me to do the reset again. It's just blue, it never changed purple. just went up to blue. Yeah, my phone device is connected to the internet, so it's connected to the Wi-Fi. So I will just need,
16:00
Speaker 2
it will automatic it son kind of set up in year the it was doing tie will turn to solid for a few seconds and then it will blink blue yeah honestly with three to five minutes exactly with that the light indicator of the router is it blinking blue weapon can detect if you can you have access to the internet now maybe it's already set up but okay so Leib will just try to research this one and while performing the research process kindly describe the light.
16:00
Speaker 1
It's blue, so if it's still blue, nothing's changed. So is there anything else you want me to do? For how long? [silence] It's off now. It's red now, blinking red. Red again, then all complete black. Should I release it? Okay.
17:00
Speaker 2
Okay. Can I use a pin or a sharp object to press and hold the reset button? Pressing. For, let's just say, 20 seconds. But describe the light indicator. Okay, keep keep pressing. Not yet. Wait for the light to turn solid blue.
17:00
Speaker 1
okay. black. it's blue now. yep, done that. [silence] it's blinking blue. sorry? okay. The other device I have is a laptop.
18:00
Speaker 2
Okay, release. And keep on observing it. Since it is it is bundled by community fibers, it will automatically set up. So wait for the light to turn solid blue in RIRR. Okay, it's setting up. But while wait, it's setting up now. So keep on observing it until it turns solid blue. And do you have a different phone or an iPad or tablet, which we can use to access the Linksys app, Linrit? [silence] Okay, so right now, it's blue.
18:00
Speaker 1
Yeah, I have the phone that I'm using to call you which is a mobile phone. But the, the phone now hasn't got a Wi-Fi. So do you want me to access it, the app with my, my normal, um data? Okay. I can't do that because I'm on a call with you. So restarting the phone means terminating the call. Sorry. It's an iPhone. [silence]
19:00
Speaker 2
Okay yeah but then link S is not actually designed for the laptop, but if you have a one phone which we can use to use the link S up, let's just proceed to do that. Okay so mhm no do that use your data. Okay can we try to restart restart your phone? Is that is that a Samsung or an iPhone? Is that an iPhone Samsung?
19:00
Speaker 1
Yes. and continuously It's purple. Blinking purple. Okay. Okay. I'm still watching it.
20:00
Speaker 2
So let me know once the router turns to solid blue. Okay, it's set up now. That's setting up. Turn to solid purple, which means set up, and automatically set up in Vita. So keep observing the router for about 3 to 5 minutes for the setup process. Thank you.
20:00
Speaker 1
Okay, it's still blinking. [silence] [silence] It's a solid blue now. Yeah. Okay. Okay. I'm doing that more.
21:00
Speaker 2
Make sure your mobile data and hotspot are turned off and then you can connect your iPhone to the Wi-Fi name and password of the router, labeled down below. [silence]
22:00
Speaker 1
It's connected to the Wi-Fi now. Yeah, there's no mobile data or hotspot. They're both off. Yeah, it takes me straight to. Oh, okay, it's initial. I'll set my settings already up. You want me to, great. You're now connected to Wi-Fi. Okay, put in my software that I sat back, right?
23:00
Speaker 2
okay so your mobile data on hotspot are turned off okay so open the linksys app Yes try to use the password labeled on the bottom of the parent
23:00
Speaker 1
Oh, okay. Okay. I need to. I need to do that then. It says, sorry, this is incorrect password. [silence]
24:00
Speaker 2
Node was reset or the main router, so all the configuration erased. [silence] Okay, this time proceed with your request. that, you can use the same password as it was. Yeah.
24:00
Speaker 1
So it's locked in now. Parental control. Okay. So because it's reset everything, all the parental controls that I set is now obviously deleted. So try and set one up. I think our you
26:00
Speaker 2
Try to use the parental control if the issue still appears or shows. Yeah.
26:00
Speaker 1
I used my own laptop and also internet and see if that was has use my laptop, so I'm gonna try and see if it would let me connect. Okay, it's worked for my laptop.
27:00
Speaker 2
Okay, so that's good. So it might be that your router needs to be reset and reconfigure for the one for this issue to be resolved. So, did you use or use the device for a couple of years already, right?
27:00
Speaker 1
Yes, definitely. It would be. Yes. Okay. Okay. There's no more devices at the moment, but, yeah, I'll try it with other ones when when people come into the house in the evening, there'll be other devices. So I'll try and test it with my kids once and see what happens. Okay. Okay. Okay. Okay. And is that something that will be sent to me by email or I need to I make a note of it now. Should I make okay. Should I make
28:00
Speaker 2
okay, but you can try to check other devices if it works now. okay. okay. So for the meantime on, HENRETA, please observe and monitor your Linksys router, particularly your parental controls. And please don't hesitate to call us back if you need further assistance. Just use your ticket number 134235. Okay. Sure. So after this call, let me send your ticket number. Go ahead.
28:00
Speaker 1
Yeah, okay, thank you. No, that's fine, that's okay, nothing else. Thank you. Thank you. Bye. Bye.
29:00
Speaker 2
sure, so it's 134-235. okay, you're welcome and is there anything else that we can help you with? okay, so thank you for your time and Rita and you're welcome. Have a great day. Take care and bye for now. Bye.
29:00