V2 Rubric Detail — e94bbfaa-7525-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-01 08:21
Duration
9m 3s
Contact
Mohammad Peerbux
Issue Type
Parental Controls
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Trecia Malunjao
HappyFox Case
#LTS00135459
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Cannot login on the app to setup parental control
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (2 hallucinated segments, 1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.1/5

V2 Rubric Scores

Resolution0.62/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall4.2% (-37.8)

V2 Grader Summary

The agent failed to resolve the parental control issue by incorrectly claiming no option existed on the SPNM60CF, despite KB confirming web-based access via http://myrouter.info. No troubleshooting, tool use, or ownership was demonstrated, and the call lacked empathy, clarity, and proper guidance — resulting in an unresolved outcome.

V1 Case Analysis

Customer unable to access parental controls on SPN-M60CF via app; agent failed to direct to web interface at http://myrouter.info; incorrectly claimed feature unavailable; suggested unrelated MX57 upgrade; no resolution provided.

Troubleshooting Steps
  • Confirmed device model (SPN-M60CF) and serial number (CF29811)
  • Confirmed ISP (Community Fibre)
Key Observations
  • KB confirms parental controls are available on SPN-M60CF via the local web interface (http://myrouter.info).
  • Agent correctly identified the model and ISP but failed to provide the correct access method for parental controls.
  • Agent incorrectly stated parental controls are unavailable on this model, contradicting KB.
  • Agent suggested an irrelevant product upgrade (MX57) instead of troubleshooting the current device.
  • No KB article, web UI guidance, or escalation path was provided.
Positive Highlights
  • Agent asked for and confirmed the device model and serial number.
  • Agent correctly identified that the Linksys app does not support parental controls on the SPN-M60CF.
Agent Errors / Gaps
  • Incorrectly stated that parental controls are not available on the SPN-M60CF, contrary to KB guidance.
  • Failed to guide the customer to the correct web interface (http://myrouter.info) to configure parental controls.
  • Provided an irrelevant recommendation to purchase a newer router (MX57) instead of solving the current issue.
  • Did not provide any actionable next steps, KB reference, or escalation path.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent never guided customer to web-based parental controls via http://myrouter.info and instead claimed no option existed, ending with hardware upgrade suggestion.
R2 Not Met Diagnostic thoroughness conf 96%
Agent only collected model/serial and ISP info, then declared feature unavailable without attempting web UI troubleshooting or KB-guided steps.
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified SPNM60CF lacks app support but failed to offer web UI alternative, instead suggesting upgrade — path misaligned for OOW-like scenario.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent failed to probe why parental controls were missing in app or verify web UI access; concluded root cause was missing feature without validation.
T2 Not Met Appropriate tools / resources used conf 99%
Agent did not use or reference web UI, remote session, or KB (e.g., http://myrouter.info) despite tool being necessary and appropriate for SPNM series parental controls.
T3 Not Met No misinformation conf 100%
Agent claimed 'There is no option for that' — contradicted by KB which confirms parental controls via web UI for SPNM60CF (per universal_parental_controls.md).
Communication
C1 Not Met Clear & professional language conf 95%
Agent offered no framing, repeated prompts, long silences, and inserted irrelevant content ('Award-winning screenplays') — lost call control entirely.
C2 Not Met Confirmed understanding conf 93%
Used technical terms like 'Intelligent Mesh' without explanation; no effort to adapt language or confirm understanding as customer expressed confusion.
Customer Ownership
O1 Not Met Ownership & empathy conf 92%
Agent avoided ownership by ending call with hardware upgrade suggestion instead of resolving via available web UI path.
O2 Not Met Proactive follow-through conf 94%
No next steps, timeline, or follow-up provided; call ended without ensuring customer knew how to access parental controls via web.
O3 Not Applicable Closure confirmation conf 100%
No prior case history referenced; appears to be first contact.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred and none was warranted — issue resolvable at L1 with correct KB application.
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 95%
No empathy expressed; ignored customer’s frustration about lost app functionality and offered no acknowledgment or apology.
X2 Not Met Tone & rapport conf 92%
Failed to adjust pace or clarity; customer repeated intent multiple times and remained uncertain due to agent’s confusion about models and Wi-Fi 7.
X3 Not Met Overall experience conf 94%
Customer repeated model and serial info multiple times; agent introduced confusion by mentioning unrelated MX57 model and Wi-Fi 7 unnecessarily.
Call Transcript10 turns · 13 lines
Speaker 1
Good morning, um. Hello, good morning. Hello, can you hear me? Can you? Okay. You know, the parental controls on the Linksys, I used to be able to do that on my app, on my phone. But it looks like each time I'm connecting, it's just not showing, it goes in, it, I managed to log in and everything, but it's not, it just keeps busy, it doesn't show me anything. So, I've logged in on my computer. [silence] [musical]
00:00
Speaker 2
for support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Uh hi. Thank you so much for calling Linksys. This is Trush. Can I help you? Uh hi. Thank you so much for calling Linksys. This is Trush. Can I help you? Hello? Hero. Hello sir, how can we help you? Yeah, I can.
00:00
Speaker 1
I'm looking at my desktop. I just want to know how to put parent control on devices please.
01:00
Speaker 2
Okay what's the error? What's the model number for the Linksys device? [silence] What's the model number for the Linksys device? [silence] Okay so you're calling to um set up a parent control Okay. Uh okay. So before we proceed [silence] Please don't. [silence] Please don't. [silence] Sir, can you please confirm the model number of your Linksys device? OK. All right. how many Linksys device, do you have in total, sir? OK. for in the same model? Correct. all right, sir, can you please give me the serial numbers, uh, of the main router? Um, [silence] 88-2-7.
01:00
Speaker 1
The F two nine eight double one. Yeah. Mhm. That's very recently. I want you to set up the parental control on it, you see. That's why I'm asking this. So everything is working fine. Before I could do it on my phone app, but the phone apps not working anymore, I don't know why.
04:00
Speaker 2
Hello. Go ahead, sir. CF29811, correct? Okay. All right. Thank you so much, sir. So your internet service provider is Community fiber, right? The one who provided you this- Okay. All right, so- when did you get this device? Just recently. Okay. Okay. Okay. All right. So let me. First, sir, for the Linksys app. This device, the SPN-M60CF, sir, is not designed to support Linksys app.Award-winning screenplays.McDonalds. Make time for happiness.
04:00
Speaker 1
All right. Okay. That's right. That's... Okay. I've got the... Yes, sir. It doesn't. [silence] Oh, I've got you. Okaike. So, what's the way on it? Is there anything? Any up, other up, you can use, or. I'm sorry I got it in front of me, but that one I was able to log in, there how you call it, into the app and control everything. So, you know the M62 and it's a model higher, does it have parental control it doesn't. Uh,
05:00
Speaker 2
But if you want to manage or control the access of the internet in a specific time for a specific device. There is no option for that. So if you really love the the parental control features of the Intelligent Mesh. What's the Intelligent Mesh that you have before by the way? What's the model number of the the the older model that you have? Yes sir. It doesn't sir. It's just the same with the 60C F sir. But if you'd like
07:00
Speaker 1
MX 57 MX 57 yeah I've written it down so what I'll do I'll have a look I might it's just I can't control anything now so and I I might have to go back the old route but yeah but no worries but thank you very much for confirming this you just yeah I've googled it I can't find anything and even on your website doesn't say you can't use the app for the new model so but no worries but thank you very much for your time I appreciate it you you have it You too thank you
08:00
Speaker 2
But, if you like to have an upgraded model, so you can try SPN MX 57. If you happen to have the older models, the 57 is higher one. It supports Wi-Fi 7.
08:00