V2 Rubric Detail — e772a2c2-7c85-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-10 17:36
Duration
5m 40s
Contact
269-569-5302
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.3/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication3.75/5
Ownership1.00/5
EscalationN/A
Customer Exp0.00/5
Overall20.0% (-6.0)

V2 Grader Summary

The agent provided materially incorrect technical information by claiming parental controls were unavailable on the EA7450, which is contradicted by the universal_parental_controls.md KB. No troubleshooting was performed, and the agent incorrectly dismissed the feature as unsupported for a legacy device, resulting in an unresolved issue.

V1 Case Analysis

Customer reported Parental Controls not working on EA7450. Agent incorrectly stated device is unsupported and has no firmware, offered no troubleshooting, and recommended purchasing new MX router.

Troubleshooting Steps
  • Collected serial number and confirmed model EA7450.
  • Incorrectly assessed firmware and support status.
  • Did not access or verify Parental Controls settings.
  • Did not check firmware version or auto-update status.
  • Did not suggest local or cloud-based troubleshooting steps.
Key Observations
  • At [00:00], agent provided incorrect support URL (support.links.com) instead of support.linksys.com.
  • At [03:00], agent incorrectly stated EA7450 is no longer supported for phone assistance and has no firmware updates.
  • Agent failed to perform any actual troubleshooting for Parental Controls despite it being a supported feature on EA7450.
  • No verification of current firmware version or auto-update status was attempted.
  • No guidance was provided on accessing Parental Controls via local web interface or cloud account.
Positive Highlights
  • Collected serial number (32Y20M28A08016) from customer at [02:00].
  • Correctly identified product model as EA7450 at [03:00].
Agent Errors / Gaps
  • Provided incorrect support URL: 'support.links.com' at [00:00] instead of 'support.linksys.com'.
  • Falsely claimed EA7450 has no firmware updates — contradicts KB which lists EA7450 as supported with firmware available.
  • Incorrectly stated EA7450 is no longer supported for phone assistance — EA series routers are covered in KB for Parental Controls and firmware updates.
  • Did not verify or troubleshoot actual Parental Controls settings (device selection, schedule, website blocking).
  • Did not check or recommend enabling automatic firmware updates, which are standard on EA series.
  • Failed to guide customer to correct local access URL (http://192.168.1.1 or http://myrouter.local) for Parental Controls setup.
  • Did not mention cloud access via https://linksyssmartwifi.com as an alternative management method.
  • Did not verify warranty status before recommending purchase, nor offered self-help resources.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent stated 'So there's no way that I can do parental controls with this router' and offered no resolution path other than purchasing a new router, leaving the issue unresolved.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were attempted—agent did not guide customer to access router UI, verify settings, or test functionality despite KB guidance for legacy models.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified EA7450 as legacy (per universal_eol_firmware.md), but failed to provide best-effort troubleshooting (e.g., firmware check, admin login steps) expected for OOW devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask diagnostic questions (e.g., has customer tried enabling controls?), skipped symptom verification, and jumped to conclusion without root cause analysis.
T2 Not Met Appropriate tools / resources used conf 95%
No tools used—agent did not direct customer to local web interface (http://192.168.1.1 or http://myrouter.local) or suggest checking firmware, despite KB availability.
T3 Not Met No misinformation conf 100%
Agent claimed 'there's no way that I can do parental controls with this router' for the EA7450. This is contradicted by universal_parental_controls.md, which explicitly states that EA series routers 'offer full parental controls with website blocking, scheduling, and pause features.'
Communication
C1 Partially Met Clear & professional language conf 89%
Call had minimal structure—agent responded to customer but did not set expectations, frame interaction, or manage transitions; silent pauses indicate loss of control.
C2 Met Confirmed understanding conf 92%
Agent used accessible language (e.g., 'look for MX 2000 or MX 6200') and avoided technical jargon, matching customer’s level.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abdicated ownership by immediately directing customer to purchase new hardware instead of attempting any configuration support.
O2 Partially Met Proactive follow-through conf 88%
Agent suggested replacement models (MX2000/MX6200) but provided no follow-up, timeline, or support path for current device.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced or observable; first contact confirmed.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted—issue was within scope but misclassified as unsupportable.
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 96%
Agent showed no empathy—did not acknowledge frustration, apologize for limitations, or express understanding of customer’s need.
X2 Not Met Tone & rapport conf 95%
Agent maintained flat, transactional tone despite customer’s disappointment; no adaptation to emotional state or engagement efforts.
X3 Not Met Overall experience conf 94%
Customer was left to independently research and purchase a new router—no reduction in effort, no self-help guidance provided.
Call Transcript7 turns · 8 lines
Speaker 2
Welcome to Linksys 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.links.com for more information about your product. probably that's an old router but for me to check can I have the serial number that's on the sticker underneath your linked device what's the serial number that's a three two Yankee two zero Mike two eight Alpha zero eight zero one six okay
00:00
Speaker 1
So there's no way that I can do parental controls with this router.
03:00
Speaker 2
what that I was able to pull up here my end model number is EA 7450. Indeed ma'am, that's part of our legacy product, which is no longer being supported in today's technology. I mean, it's support date was the year 2025. For technical assistance via phone, we can no longer um walk you through that. But we have our website linksys.com, we have AI there. It can walk you through or it will give you answers to a troubleshooting instruction pertaining to this EA 7450, on how you can like access parental control. [silence] It's still not working. Uh, okay. [silence] Regarding that one as well, that feature for EA 7450,
03:00
Speaker 1
Okay. Is there some program toulk replace this so that I can access?
04:00
Speaker 2
50, it may or may not work when you block website. So, um and we don't have any new firmware for that router. So it may or may not work if you'll try to enable it. All right. replace that one. Yeah. Uh for that one, you really need to purchase a new one. From our end, we don't sell routers anymore. Therefore, we cannot give discounts or like a leeway or like a perk for you since you've been our loyal customer for for how many years. All our products are already on our um partner stores like Amazon, Best Buy. So, feel free to check routers from their end. They might have it on sale.
04:00
Speaker 1
Okay. Oh, what I, on Amazon would I look for a Lynxis out? Okay. Okay, thank you. Bye.
05:00
Speaker 2
Just look for MX. MX 2000 or MX 6200. Those are our mesh products. So anything that starts with MX, that's also eligible for a three-year warranty. You're welcome. Thank you again for calling. Bye-bye. [silence]
05:00