V2 Rubric Detail — 05121588-5f26-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-03 08:27
Duration
6m 56s
Contact
鄭先生
Issue Type
Account/Billing
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regilene Come
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading. Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication4.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.94/5
Technical1.88/5
Communication3.75/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall54.9% (-1.1)

V2 Grader Summary

The agent demonstrated strong ownership, empathy, and communication by initiating a refund process with clear next steps and a timeline. However, no technical troubleshooting was performed, and the resolution path bypassed warranty verification or diagnostic steps, failing to meet core technical protocols. The outcome is partially resolved as the refund process was started but not confirmed.

V1 Case Analysis

Customer requested refund for FGW 5500 router; agent offered HK$1,790 via Tango Card, collected English name and email, and will process within 24-48 hrs. No case number or purchase verification recorded.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent acknowledged prior handling issues and offered compensation without verifying purchase details or warranty status.
  • No HappyFox case number or ticket was created or referenced during the call.
  • Agent deferred Tango Card process details to an unknown third party, creating uncertainty about redemption options.
  • Customer initiated email follow-up ([05:25]), indicating the agent did not proactively summarize next steps.
Positive Highlights
  • Agent delivered a sincere apology and acknowledged prior service shortcomings, building rapport.
  • Provided a specific monetary value and timeline (24-48 hours) for refund delivery, setting clear expectations.
  • Maintained a calm, professional, and empathetic tone throughout the interaction.
  • Confirmed receipt of prior email communication and validated the customer's patience.
Agent Errors / Gaps
  • Failed to create or cite a HappyFox case number, violating standard protocol.
  • Did not verify purchase details, proof of ownership, or warranty status before committing to a refund.
  • No documentation of eligibility rationale for the HK$1,790 refund amount.
  • Allowed inefficiency by not summarizing next steps clearly and deferring process questions to unknown third parties.
  • Agent admitted lack of familiarity with Tango Card process ([03:30]), undermining confidence in the resolution path.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 96%
Agent initiated a refund process and promised to follow up within 24–48 hours, but did not confirm completion during the call.
R2 Not Met Diagnostic thoroughness conf 99%
No troubleshooting steps or diagnostic questions were asked; the interaction skipped technical resolution entirely.
R3 Not Met Correct resolution path conf 97%
Agent offered a refund without verifying warranty status, purchase date, or product eligibility, violating proper resolution path protocol.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
No symptom identification, root cause analysis, or diagnostic process was conducted.
T2 Not Met Appropriate tools / resources used conf 96%
Agent did not access any internal tools, order systems, or case history to validate the customer’s claim or eligibility.
T3 Met No misinformation conf 94%
Information about TangoCard redemption options (HKTV Mall, Food Panda, 7-Eleven) was factually accurate.
Communication
C1 Partially Met Clear & professional language conf 91%
Agent maintained flow and provided next steps, but failed to set clear expectations at the start of the call.
C2 Met Confirmed understanding conf 96%
Agent used accessible language, repeated key points, and adapted tone to customer’s pace and questions.
Customer Ownership
O1 Met Ownership & empathy conf 97%
Agent took ownership by committing to email the customer and personally follow up on the case.
O2 Met Proactive follow-through conf 96%
Agent provided a specific timeline (24–48 hours) and clearly stated what information was needed from the customer.
O3 Not Applicable Closure confirmation conf 93%
No prior case history was referenced or available; this appears to be the first contact on the issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation occurred and none was warranted for a refund resolution path.
E2 Not Applicable Escalation prep & handoff conf 99%
No escalation was performed.
Customer Experience
X1 Met Customer effort minimised conf 98%
Agent expressed sincere apologies, acknowledged customer’s patience, and remained courteous throughout.
X2 Met Tone & rapport conf 96%
Agent matched customer’s conversational pace, used affirmations, and adjusted based on customer feedback.
X3 Met Overall experience conf 95%
Agent minimized customer effort by offering to handle processing and only requesting essential information once.
Call Transcript70 turns · 82 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance.
00:00
Speaker 2
OK.
00:01
Speaker 1
Please hold as we connect you to a Linksys specialist. Hello. Good afternoon. Is this Alex? Can you hear me okay?
00:05
Speaker 2
Yes, yes, yes, that's fine.
00:24
Speaker 1
Hi, Alex. My name is Ashley from Linksys. How are you doing? Yeah, I sent you an email. So I was actually following up for your response. Yeah. Yes, FGW 5500.
00:24
Speaker 2
You mean for the Linksys router problem? Let me check the email first.
00:39
Speaker 1
Oh, we do apologize for that because all our 5G routers are actually end of life already. So and since the, yeah, and we had some transitions from Belkin to, I mean, from Foxconn to Fortinet. So our process was actually like not really that smooth when we, you know, the first time we handled your case. So I would love to, I would like to apologize in behalf of Linksys.
00:48
Speaker 2
Yes, it's near six months, five to six months already. That's great.
01:14
Speaker 1
But then I have a good offer for you if you want. If you go for the refund tango, we'll revert back to the original amount that we offer, which is HK$1,790.
01:20
Speaker 2
That's great.
01:41
Speaker 1
So what I'm going to, so Alex,
01:41
Speaker 2
Do I need to do some registration on the website?
01:42
Speaker 1
what I'm going to do is, that I will be asking, I will be sending you an email because I think we will be needing your full name in English and then your email address so that I can actually ask one of our customer service to actually process this right away within [REDACTED_PAYMENT_DIGITS] to [REDACTED_PAYMENT_DIGITS] hours. So you can use the tango card right away. Okay. No, no, no, no.
01:44
Speaker 2
No, I see there's tangocard.com.
02:15
Speaker 1
You didn't have to. Yeah.
02:17
Speaker 2
OK.
02:20
Speaker 1
So, so what we're going to do is that I will be needing some information like your full name in English and then your email address and then I will forward it to our customer service and then within [REDACTED_PAYMENT_DIGITS] hours or [REDACTED_PAYMENT_DIGITS] hours I will be personally looking in this case for you so you will be receiving a link and then you don't have to do anything you just click on the link and then boom you can use the tango card.
02:20
Speaker 2
Mm-hmm. OK. Mm-hmm. OK. OK. That's great. So after log in to TangoCard, I can select the coupon type to redeem, because I see
02:27
Speaker 1
Alright.
02:51
Speaker 2
the TangoCard have many different sorts of coupons.
02:58
Speaker 1
You can actually use it to, it says you can use the, in Hong Kong platforms, you can use it in HKTV Mall,
03:04
Speaker 2
Mm-hmm.
03:12
Speaker 1
Food Panda and 7-Eleven.
03:14
Speaker 2
Mm-hmm. OK. So this one, two, three.
03:15
Speaker 1
Yeah.
03:20
Speaker 2
This three, is there only choice? Or I don't know. I still have other choice, because I've never used TangoCard before.
03:21
Speaker 1
You never tried.
03:27
Speaker 2
So that's fine.
03:28
Speaker 1
Well, what I'm going to do is that, because I am the, I'm not really familiar with the process with tango card. But what is the preferred time?
03:30
Speaker 2
That's fine. OK.
03:40
Speaker 1
Is it the same time? Because I can ask a customer service specialist to explain about a tango card once it's actually sent to you. Do you want to call back?
03:42
Speaker 2
That would be great. That would be great. If you can let me know.
03:56
Speaker 1
Okay.
03:59
Speaker 2
Because F3, I seldom use. Hong Kong TV Mall, the Food Panda. Maybe 7-Eleven is a good choice, but it's just a convenience store. I'm afraid for $1,000 something.
04:00
Speaker 1
I understand.
04:14
Speaker 2
I don't know what to buy. Yeah. Yeah.
04:15
Speaker 1
How about this?
04:18
Speaker 2
If it's a supermarket coupon or other things, it will be much better. Yeah. Yeah. Yeah.
04:19
Speaker 1
How about this? Because I'm not. I'm. What I'm going to do is that I'll talk to the customer service specialist because I think there are more options that you can actually use where you can redeem your card. But what do you call this?
04:25
Speaker 2
I got the email yesterday.
04:42
Speaker 1
As far as I know, you only. Yeah, yeah, yeah.
04:42
Speaker 2
Yeah. Yesterday. Hong Kong time.
04:45
Speaker 1
Okay. It was me, by the way.
04:46
Speaker 2
Yeah. Yeah. Oh. It's HD.
04:48
Speaker 1
And thank you so much for your patience. Yes. My name is Ashley.
04:51
Speaker 2
OK. Thank you. OK. That's great.
04:55
Speaker 1
And Alex. In behalf of Linksys. We do apologize for the inconvenience and thank you so much for your patience. So I'll let you know once it's being processed.
04:58
Speaker 2
Oh. You're welcome.
05:06
Speaker 1
Okay.
05:10
Speaker 2
Mm-hmm.
05:11
Speaker 1
Just give me 24 to 48 hours.
05:12
Speaker 2
OK.
05:13
Speaker 1
You should be able to get it right away.
05:14
Speaker 2
So. Just let someone give me a list, which in Hong Kong we can select.
05:18
Speaker 1
Okay.
05:25
Speaker 2
And then, by the way, I will send you my email. Just the English name and the other three.
05:25
Speaker 1
Full name. I mean, English name.
05:33
Speaker 2
Yeah. OK.
05:35
Speaker 1
And then I already have your email address. So just reply to me your English name or what I'm going to do is that I'll ask first.
05:36
Speaker 2
Yeah.
05:39
Speaker 1
What are the details that I need, but as far as I know, it's just an English name and the email address. So, but I'll, I'll email you first and then you can reply to me what are the needed information. So we can process it right away. Okay. All right.
05:44
Speaker 2
Let me send you email for my full name first. And later on, when you get the list for the coupons, just let me know to select the appropriate one.
06:02
Speaker 1
Okay. All right. Awesome. Nice talking to you, Alex. You have a great, a great day. You take care. Okay.
06:12
Speaker 2
Good. Thank you, Hmmm. In Youtube?
06:21
Speaker 1
You take care, Alex. Thank you so much.
06:24
Speaker 2
OK.
06:25
Speaker 1
Bye bye.
06:26
Speaker 2
Oh, bye.
06:26
Speaker 1
Bye bye. Bye bye.
06:26
Speaker 2
Bye-bye. Thanks very much, Huong.
06:28