V2 Rubric Detail — e53a2876-6c0f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-19 18:51
Duration
22m 54s
Contact
Sonia Wolshin
Issue Type
Parental Controls
V2 Outcome
Ownership Gap
V2 Band
Needs Improvement

Agent & Case Context

Agent
Maylene Delada
HappyFox Case
—
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: Avoidance/Evasion (B) — agent avoided full troubleshooting by prematurely pushing paid support and supervisor escalation without confirming warranty status or attempting resolution.

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.7/5

V2 Rubric Scores

Resolution0.94/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall0.0% (-34.0)

V2 Grader Summary

The agent correctly identified a product limitation (no whole-network scheduling), but failed to conduct diagnostics, verify facts, or provide accessible support. Instead, they defaulted to paid service and escalation without justification, violating OOW best-effort standards and demonstrating poor ownership. Customer was left confused and unsupported despite clear need for guided assistance.

V1 Case Analysis

Customer unable to configure parental controls for whole-home internet shutdown; agent provided incorrect URLs (my.router.local) and falsely stated Linksys Smart Wi-Fi accounts are discontinued. Issue unresolved; supervisor callback scheduled.

Troubleshooting Steps
  • Advised customer to use web interface instead of app (incorrect URL provided: my.router.local)
  • Explained parental controls limitation (per-device scheduling only, no whole-network shutdown)
  • Attempted to guide customer through web interface access (failed due to incorrect URL and misinformation)
Key Observations
  • Agent provided incorrect URL: 'my.router.local' (02:00, 06:00) instead of correct 'myrouter.local' per KB.
  • Falsely stated 'Linksys Smart Wi-Fi accounts are no longer available' (04:00, 05:00), contradicting KB documentation.
  • Did not collect essential product information (model, serial, firmware) despite troubleshooting a feature-specific limitation.
  • Correctly identified that parental controls only support per-device scheduling (not whole-network shutdown), aligning with KB guidance.
  • Failed to verify customer's ability to access the web interface before proceeding, leading to confusion.
  • Prematurely offered paid support without confirming warranty status or attempting full troubleshooting path.
Positive Highlights
  • Correctly identified that Linksys parental controls only support per-device scheduling, not whole-network shutdown (KB: universal_parental_controls.md).
Agent Errors / Gaps
  • Provided incorrect URL: 'my.router.local' instead of 'myrouter.local' (KB reference: universal_parental_controls.md, velop_router_setup.md).
  • Falsely claimed 'Linksys Smart Wi-Fi accounts are no longer available' (04:00, 05:00), contradicting KB (universal_parental_controls.md, universal_firmware_update.md).
  • Did not clarify that 'myrouter.local' is the correct local access URL for Velop systems (KB: velop_router_setup.md).
  • Failed to direct customer to the correct parental controls setup path per KB (universal_parental_controls.md).
  • Did not address the customer's core request (whole-network shutdown) with available workarounds or third-party solutions (KB: universal_parental_controls.md).

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 93%
Agent correctly explained that whole-network scheduling is not supported, but did not confirm the actual settings or help reconfigure per-device controls, leaving customer confused and unable to act.
R2 Not Met Diagnostic thoroughness conf 95%
Agent provided no diagnostic steps beyond suggesting web interface access; did not verify model, firmware, time zone, or saved settings, nor check if schedule was applied correctly.
R3 Not Met Correct resolution path conf 94%
Agent assumed device was out-of-warranty without verification and immediately pivoted to paid support, violating OOW best-effort standard requiring troubleshooting before discussing payment.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent failed to identify symptoms systematically, asked no diagnostic questions (e.g., model, schedule details), and did not determine root cause of UI confusion or scheduling mismatch.
T2 Not Met Appropriate tools / resources used conf 92%
No tools used (e.g., remote session, firmware check, or guided navigation) despite customer struggling with UI; agent could have verified settings but did not.
T3 Partially Met No misinformation conf 88%
Correctly stated no whole-network shutdown feature exists, but inaccurately claimed 'Linksys Smart Wi-Fi accounts are no longer available' — outdated info contradicting KBs.
Communication
C1 Not Met Clear & professional language conf 91%
Agent lost control of call flow, offered no structure, and repeatedly defaulted to paid support instead of guiding customer through available options.
C2 Not Met Confirmed understanding conf 93%
Customer disclosed age and disability; agent used technical terms like 'Ethernet', 'devices', and 'edit' without simplification or comprehension checks.
Customer Ownership
O1 Not Met Ownership & empathy conf 95%
Agent transferred responsibility to paid support and supervisor without exhausting L1 options, showing avoidance rather than ownership.
O2 Not Met Proactive follow-through conf 92%
Only next step was 'supervisor will call back' with no timeline, contact info, or confirmation of escalation details.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain.
Escalation Judgment
E1 Not Met Correct escalation decision conf 90%
Escalation to supervisor offered without valid trigger — issue was configuration confusion, resolvable with proper guidance at L1.
E2 Not Met Escalation prep & handoff conf 91%
No details provided about escalation path, team, reason, or expected timeline; customer left uninformed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
Agent offered no empathy for customer’s frustration, disability, or confusion; response was transactional and dismissive.
X2 Not Met Tone & rapport conf 93%
Maintained rigid, technical tone despite customer’s repeated expressions of overwhelm and confusion; no adaptation in pace or style.
X3 Not Met Overall experience conf 92%
Customer repeated same issues multiple times; agent required self-navigation instead of offering step-by-step verbal guidance or remote assistance.
Call Transcript44 turns · 45 lines
Speaker 1
Hello, this is Sonia Wilson. And I left a message for a supervisor to call me back
00:00
Speaker 2
[silence] Welcome to Linksys support. [silence] To ensure quality service, [silence] your call may be monitored. [silence] For in-warranty products, [silence] our support team is available to help with performance and hardware issues. [silence] Register your product by visiting register.linksys.com [silence] Please have your device serial number ready. [silence] For assistance, [silence] press 1 now. [silence] For out of warranty products, [silence] paid support may be available depending on your issue. [silence] Please have your device's serial number and contact information ready. [silence] If unavailable, [silence] kindly call back later. [silence] [silence] For out of warranty product, paid support option may be available depending on the issue. [silence] [silence] Hi, [silence] thank you for calling Linksys. This is Joy. How can I help you today?
00:00
Speaker 1
But I think I fixed it.
01:00
Speaker 2
Parental controls. For parental controls, sometimes the app is not really reliable. For that one, so we suggest you use the web interface to enable or set up your parental controls, the web browser on a computer.
01:00
Speaker 1
Like, I'm setting it up for, like, a week, and it just says Internet? Sorry. Paused all day. So I don't, it doesn't, it just, it's not saying what I just did. So you're saying I need to go onto [silence] Mm-hmm. Was I just talking to you? I think I was just talking to you. [silence] Yes,
02:00
Speaker 2
You need to access the router's settings using a computer to open up a web browser. Then, just access my.router.local to log in, same router password to log in. Then there you can set up your parental controls. Um, this is a different agent. Um, you're... Sonya Wolfson?
02:00
Speaker 1
And I'm having serious issues and I I have a disability and I'm older, 60 in my 60s and my 21-year-old son. I'm trying to put limitations on his internet and I think I shut off the internet for everyone. I don't know what I did. I I scheduled it on my phone and how do I know if it went through or not? I keep I've I keep putting it in Sunday through Saturday, you know, 11:30 p.m. to 4:30 a.m. that there's no internet in the house allowed.
03:00
Speaker 2
Okay. Mm-hmm. If the internet is not working once you like set it up on your phone, that means the parental controls is working but you can reset it anytime if you want. Mm-hmm.
03:00
Speaker 1
Everything's shut off. But it won't do that. It keeps coming back to Friday, 1:00, to 11:00 p.m. I don't understand. So how do you get I I have something that says they emailed me links Linksys Smart Wi-Fi mail terms. You need to reset your links at Linksys Smart Wi-Fi account password. I don't know why I need to reset it. I've already. [silence]
04:00
Speaker 2
Okay, thanks. So if the app don't really like work on that, yeah, we really suggest doing it on the web interface instead. So reset the parental controls first. Mhm. No need to reset the Lynk Linksys Smart Wi-Fi account passwords since Linksys Smart Wi-Fi accounts are no longer available. So if you want to log in to your router, you just have to use your router password. So no need for the account. [silence] So one moment. Hmm.
04:00
Speaker 1
Well, I already, I already changed that password on the router password. So I'm, I don't know what that means. The latest. Okay, so how do I know if I did it correctly and I put on the parenting controls, because I'm on the app on my phone, it's not letting me see that. Is there a way to see that on the computer?
05:00
Speaker 2
Oh, yeah. For the router password, yep, you can reset. But for email and password for the account itself, the LazySmart Wi-Fi account, that is no longer available. Router password and the account is different. They are different. Yes. Yeah. You can see that on your computer by logging in to the website myrouter.local.
05:00
Speaker 1
I just put in because it says links, I it's right now, I'm at link SS remote management dot com. That's not what I need to be at. My router, my router. Turn R O U T E R dot local it brings me I said not secure. My router dot local, which isn't my router dot local. And
06:00
Speaker 2
So that's the website that you need to open. Yeah, try to access my router.local. Yeah. If you if you receive like a security warning on the page, just [ silence ]
06:00
Speaker 1
it, it says not secure and then it says myrouter.local.ext dash U-I dash with all these numbers dynamic log in, I don't know. Sign in, log in with your router password S S Valp V-A-L-P. Okay, cuz the last person I talked to said I changed my router password, I won't be able to use that anymore cuz I changed it with them on the phone. Is that true? Did I try the one I changed it to? Or [silence] [silence] change it back? That's what [silence] she asked me to do. And [silence] I kept saying no. [silence] So I [silence] I think it's [silence] it still won't work if [silence] I change it [silence] back to the [silence] one that I changed it to. [silence] So [silence] so you're saying that [silence] I am [silence] probably right [silence] to use my [silence] current one. Yes. [silence] Okay, and [silence] and I know what it is. That digital code I did not change [silence] but I did change [silence] from the password to the default password from [silence] that the [silence] thing and [silence] that Kase gave [silence] me, the 13 characters so [silence] I didn't know about the code because you're [silence] supposed to know [silence] that code [silence] first, you know. [silence] Do you know [silence] what I mean? [silence] Because you know [silence] you put that [silence] code in there and that [silence] technically that's what [silence] it's taking me to the [silence] router. [silence] So [silence] log in. [silence] That matter in matter. [silence] The matter of [silence] fact, maybe [silence] I changed [silence] my username. [silence] Was that [silence] correct? [silence] I changed my username. [silence] Was that [silence] correct? [silence]
07:00
Speaker 2
[silence]
07:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] I'm trying to sign in with the one I changed it to. It looks like it'll work. Did I update password on my computer? It says smart Wi-Fi. Linked In smart. Should I update password on my computer? it says update password. It says no, thanks. So I just say no, thanks.
08:00
Speaker 2
Yeah, you can try that one and if it doesn't work, you can reset it anytime and make another one that will work. [silence] You're not on the link. Uh no need. Um no. Uh no either. If it's working, then that's fine.
08:00
Speaker 1
Okay. So, how do I know? It says parent controls are on. But so it it doesn't say what days or what. Just hit view all. It says it it says my router, I it it says linksys smart Wi-Fi. But in the web line it says not secure my router.coaclick local UI dynamic home CA support. I don't know. On the what? It says smart Wi-Fi. On the what page? It says linksys smart Wi-Fi.
09:00
Speaker 2
So you're on a Linksys smart wifi dashboard. [silence] But on the page, entire page what can you see? Are you on the Linksys smart wifi tools page? On the on the screen what can you see?
09:00
Speaker 1
Linksys Smart Wi-Fi app center help node 1 Sign out yes. It says on. Enable parental control is on. For everything turned off. All right. I want everything in the house turned off. Yeah. How do you do that? Yeah.
10:00
Speaker 2
Okay, under smart Wi-Fi Tools, there is parental controls. Can you see that? Yeah. You click on that one and if it's enabled. Then, yup, So you just have to choose devices, what device you wanted to restrict, or you can also schedule on, on never or always. You want everything turned off? Yeah, you can use on the right side, there is a block internet access, right, and then just choose the option specific times for you to edit.
10:00
Speaker 1
it's not letting me. It won't let me click on specific times. I have to I says enable parental controls on. Restrict internet access on. But I have to it looks like I have to click I have to pick something. I have to pick a device. I have to pick a device. I want everything shut off in the house but it's not letting me shut off everything in the house. Can I shut off network device? What if I don't know? How do you shut off everything in the house? [silence]
11:00
Speaker 2
Yeah, you need to pick specific time, so that it will show you the edit option, then there. Um, we don't have that feature. You can only, like, choose specific device for parental controls, but cutting off or scheduling the entire network to shut down.
11:00
Speaker 1
I see. So what's a fire stick? I don't even know. It says "Ben's PC Ethernet". What is that? Ben's PC and it says Ben's switch. I don't know. I don't know what... it says desktop. I don't know desktop 2 & 3 2 CNS. [silence]
12:00
Speaker 2
down on that specific day and time. We don't have that feature. devices that are connected to your network. the device name or the gadgets that are connected to your network that you can choose if you want to restrict that specific device on using your internet. That's your computers. That's your computers or
12:00
Speaker 1
uh this is a lot of work i don't uh there's no way just to shut everything off huh um [silence] i have to click on each one of them uh oh my god and look at
13:00
Speaker 2
Yeah, that's all the all of those listed there are, the devices that are connected to your network. So you just have to identify them. Now, we don't have that feature, right? It is our features for specific devices only, or you want to block specific websites for that specific device. We don't have a control for the entire network to be shut off on specific time or day. Yeah. Mhm. To assign.
13:00
Speaker 1
block internet access blocked don't So it looks like it's blocked. It looks like I did do it because it looks like it's blocked from 12 to 7:00 a.m. blocked. Are they just doing that as an example for me or I don't know what that means. [silence] okay. No, it's it's saying it's saying 9:49:00 router time edit. block. I don't know how to read this.
14:00
Speaker 2
ُSinces you already scheduled or since you already use the lynx[silence] Yes app to manage or set it up, it also reflect on the web interface so it s already setup. So that is not an example.
14:00
Speaker 1
time daytime so from nine p.m. to 7:00 a.m. it's saying block internet access but I didn't put that in there. oh my god. on the browser so oh god help me. This is I just hit connectivity view and change router settings that is that wrong? I don't know what that means. I think that's the router that I'm trying to change.
15:00
Speaker 2
Yeah, that's the time and date that you've set up on the linksys app it it will also show there but if you wanted to change it you can change it anytime on the browser and yeah, if you will change it, everything will be disconnected so do not change anything on the settings unless you really want to change something.
15:00
Speaker 1
I don't know what's going on anymore. So I'm at parent rental controls, and it says desktop, WN32, CNS. I don't know what that means. Okay.
16:00
Speaker 2
That's your devices, ma'am. That's the name of your devices that are connected to your network, so I cannot tell you what device is that because you really have to identify them because I don't know what devices are connected to your network. Only you can identify them, but that is the list of the devices that are connected to your network.
16:00
Speaker 1
This is really difficult. It's not, it's not, it's not letting me edit. I go into edit and it's not letting me edit the time. I did. I picked this, specific device. I put parental controls and then it screens me to a connectivity screen. I don't know what's going on anymore. It says basic administrative password, firmware update, nodes are up to date, automatic. I don't know. I didn't click on this, so I don't know what all this is. [silence]
17:00
Speaker 2
because you need to pick a specific device. You need to manually edit everything.
17:00
Speaker 1
it says connect to how do I do that hit okay for an hour I just don't have any money. the man the supervisor is going to call me back.
18:00
Speaker 2
Just exit from that page, ma'am. just click OK. And by the way, ma'am, um, I cannot longer walk you through the entire process, but if you want me to assist you through phone for a longer period of time. You need to avail our paid service. That's $15 per an hour. I mean, I just have to check if they already escalated this case. Because right now, we don't have available supervisors on the office as of this moment since it's already weekend here and our it ends.
18:00
Speaker 1
Yes. Is there a way just to shut off the links in, the links staying from 12:00 midnight to 5:30 AM. Is there a way just to shut it off so there's no phone, there's nothing in the house between 12:00 and 5:00? Nothing. Okay. [silence] [ - ] It does say network device. That's not it. [ - ] Right. What's, I'm sorry, what's an ethernet? [ - ]
19:00
Speaker 2
But uh I can send you an email instruction [silence] Unfortunately for your unit we don't have that feature [silence] We only have the parental controls for individual devices that you wanted to schedule time. But for the whole or entire service or network to be shut off for specific time there's no feature on your unit. Now it's just a device list [silence] Ethernet that's the cable
19:00
Speaker 1
It's under Restricted Internet access. And then it says Saxon's Fire TV stick, Ben's PC, Ethernet, Ben's PC. I don't know what that means. Okay, I'll just I'll just edit this PC. But um It's not it's not
20:00
Speaker 2
t all that you can see at the back of the router is that the ethernet cable and then the ethernet ports. But if you are referring to the screen on settings, where did you find that one? Ah, yeah, that's ethernet is wired connection. Like if your computer is wired. Okay.
20:00
Speaker 1
telling me how to change it but I don't know. edit it's not it doesn't let me change it. Okay. Well when I go to edit it automatically adjust to daylight time. It doesn't it doesn't let me edit the times that are already on there so I don't know what's going on. Okay. Um I'm overwhelmed. but I haven't changed anything, huh? Okay. Um so the supervisor's gonna call me back. Hello? I guess she hung up. hello cannot hear you anymore Oh Oh my god What do you think I should do Most people have to pay is just too hard. Right Yeah Okay thank you Okay bye bye
21:00
Speaker 2
yes, ma'am, I can no longer walk you through with the entire process, ma'am, since you're out of warranty. If you want me to walk you through, you need to pay uh for our paid support. I'm so sorry, ma'am, we're just following the process. But if you don't want to pay, um it's okay, you want to talk to a supervisor, right? So, yeah, our supervisor will going to call you back right now. So, we can end the call. Okay, you're welcome, ma'am. Bye.
22:00