V2 Rubric Detail — 23375594-7a44-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-07 20:40
Duration
6m 32s
Contact
Robbin Cotton
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regilene Come
HappyFox Case
#PR00128785
Support Country
Other / Unmapped
Product Family
Unclassified
CSAT
—
Sentiment Trajectory
—
Ticket subject: Supcall_No internet connection
⚠ 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

Resolution2.00/5
Accuracy5.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership1.00/5
Escalation4.00/5
Customer Exp1.07/5
Overall16.9% (-39.1)

V2 Grader Summary

The agent failed to perform any diagnostic or fact-finding steps and did not use tools to verify warranty status. The agent quoted a reimbursement policy for discontinued products that is unsupported by the provided KB. No resolution was achieved, and the customer remained highly dissatisfied.

V1 Case Analysis

Customer (Robin) dissatisfied with $22.76 gift card for product failure after 8 months; requested full refund and US-based support. Agent agreed to cancel gift card and escalate to upper management but provided no case reference or timeline.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent failed to collect any product details (model, serial) or verify warranty status, a critical protocol miss for a warranty-related claim.
  • Escalation was offered without providing a case number, expected response time, or confirmation of receipt, leaving the customer without a clear path forward.
  • Agent did not acknowledge or address the customer's request for US-based support beyond stating it was not available, contributing to frustration.
  • No alternative self-help, compensation options, or next steps were offered after the customer rejected the gift card.
  • Agent repeated policy statements without adapting communication to the customer's escalating frustration, particularly at [04:00] and [05:00].
Positive Highlights
  • Remained calm and professional despite the customer's anger and accusations.
  • Correctly offered to cancel the digital gift card upon customer request at [05:00].
  • Accurately described the reimbursement policy based on product usage, even if poorly received.
Agent Errors / Gaps
  • Failed to collect product model, serial number, or verify warranty status despite the issue being directly related to a product failure and warranty claim.
  • Did not provide a case number, escalation reference, or expected timeline for follow-up, violating standard escalation protocol.
  • Offered no alternative resolution or self-help path after the customer explicitly rejected the gift card compensation.
  • Repeated policy language without empathy or acknowledgment of the customer's frustration, particularly at [02:00] and [04:00], worsening the interaction.
  • Did not explain why a US-based agent could not be provided or offer any compromise, leaving the request unaddressed.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 96%
Customer demanded refund or US-based escalation; agent only offered a $22.76 gift card and promised escalation without confirming resolution. No outcome was achieved during the call.
R2 Not Met Diagnostic thoroughness conf 95%
No troubleshooting or diagnostic steps were taken. Agent did not ask for product model, serial number, purchase date, or warranty status — all critical for validating the claim.
R3 Not Met Correct resolution path conf 93%
Agent failed to verify if the product was in or out of warranty, did not confirm discontinuation status, and offered a compensation path without establishing eligibility — misapplying policy instead of following correct resolution paths (RMA, refund, or best-effort OOW).
Technical Accuracy
T1 Not Met Technically accurate info conf 94%
No root cause analysis performed. Agent skipped diagnostic questions about device failure, usage, or symptoms and proceeded directly to policy explanation without establishing facts.
T2 Not Met Appropriate tools / resources used conf 90%
The agent failed to use any available tools (warranty lookup, CRM, or KB) to verify the product's warranty status or discontinuation status before quoting a specific reimbursement amount. This is a critical gap in tool use for a warranty/refund dispute.
T3 Partially Met No misinformation conf 85%
Agent correctly mentioned USD conversion and gift card issuance, but the KB provides no guidance on 'reimbursing remaining usage' or prorated gift cards for discontinued products. This policy is unsupported by the provided KB.
Communication
C1 Not Met Clear & professional language conf 95%
Agent provided no structure, agenda, or expectations. Allowed conversation to be dominated by customer anger without regaining control or guiding toward a process.
C2 Not Met Confirmed understanding conf 94%
Used generic responses like 'Totally understand' without adapting to customer’s escalating emotional state. Failed to de-escalate or adjust tone despite clear frustration and repeated demands.
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent immediately deferred to 'upper management' without attempting to resolve or investigate. No ownership demonstrated — treated escalation as exit rather than follow-through.
O2 Partially Met Proactive follow-through conf 88%
Mentioned sending an email and possible callback, but gave no timeline, no named contact, and no confirmation of logging the escalation — incomplete next steps.
O3 Not Applicable Closure confirmation conf 85%
No prior case history was referenced or observable; this appears to be the first interaction on the issue.
Escalation Judgment
E1 Met Correct escalation decision conf 95%
Customer explicitly requested escalation after expressing dissatisfaction with service and policy. Agent agreed to escalate to upper management — valid trigger based on customer demand and complaint severity.
E2 Partially Met Escalation prep & handoff conf 87%
Agent stated they would email upper management and possibly call back, but did not specify team, process, expected response time, or confirm case logging — incomplete escalation execution.
Customer Experience
X1 Partially Met Customer effort minimised conf 86%
Used phrases like 'Totally understand' and 'respect your decision,' showing minimal empathy, but failed to acknowledge the customer’s history with BBB or validate their frustration meaningfully.
X2 Not Met Tone & rapport conf 95%
Maintained robotic, scripted tone throughout. Did not adapt pace, style, or emotional responsiveness despite customer’s anger, repetition, and explicit request for a different agent.
X3 Not Met Overall experience conf 96%
Customer repeated escalation request multiple times. Agent did not reduce effort by proactively confirming details, documenting clearly, or streamlining the handoff process.
Call Transcript10 turns · 11 lines
Speaker 2
Yes. Yes you are. Yes. Well, the issue is uh. Your offer of $22 and 76 cents.
00:00
Speaker 1
yeah. if that's the policy that the company has and it has already had like the you know the way we've mentioned is that the portion of the product's warranty like
01:00
Speaker 2
After eight months of ownership of a item I paid $114 for, because you won't replace it, is terrible. I've complained to the Better Business Bureau and your policy is terrible. I mean, you have a 1-year warranty. Uh, one would expect the item to last more than a year typically. I mean, you wouldn't expect to buy something and and just throw it away after one year. So, why on earth you can't replace it because you say it's discontinued, like what $22.76? Ridiculous, wouldn't you think? Would you accept that if you were a customer?
01:00
Speaker 1
Like we "reimburse" the remaining or the usage left of the product. So, that's really the basis of the amount you have received. I'm sorry. Please proceed on that. No. Please proceed on that. No. We have a product, depending on the mute. Product. Depending on the mute. Oh, that's in US dollar since we can't, actually provide in a Canadian dollar. So the receipt was actually in Canadian. We converted it in in US dollar. The one that you received is in US dollar. [silence] Um you can actually uncheck the email from the Tango support. They have provided you a link where you can visit their website and then
02:00
Speaker 2
Well here is what I did. So plain to the the better business bureau if you know, for what it's worth. But if if you seem to think that I guarantee wherever you're at in the Philippines you wouldn't accept this. You know, it's a bad product. You should replace it or refund the money or make an effort to refund. And then of course, I got a digital gift card, bad enough it said $[REDACTED_PAYMENT_DIGITS], what you sent me was $[REDACTED_PAYMENT_DIGITS] digital gift card. [ silence]
03:00
Speaker 1
There are actually some instructions there and how you can use it. Totally understand, we respect your decision on that. We actually don't have a specific American English, that you can talk to. Again, this is actually the policy that we have and the protocol that we actually follow. So, if you talk to the different supervisor and manager, it's going to be the same thing. [silence]
04:00
Speaker 2
Yeah. Anyway, you're no help whatsoever. So, uh, if I can't escalate this any higher, I guess I'll deal with the Better Business Bureau. Did, did, did, Yeah, well, you know, if there's somebody beyond you, I'd prefer to speak to somebody in the US, not in the Philippine call center, because I have a legit complaint, and I'm getting ripped off by Linksys. So, who can I speak to? Because you're, you're no different than the last agent. So, I want a US-based agent to call me back, please.
04:00
Speaker 1
uh have this escalated and sent an email to our upper management team i'll let you know once we have received an update then and give you a call but i can't guarantee you it's going to be from you us but i'll make sure this would be escalated okay and um just wanted to make sure you want do you want us to cancel the um gift card that we've sent you or just um okay well we'll just cancel it then and yeah we'll just provide you an update if someone is actually available and contact you from one of the upper management team then
05:00
Speaker 2
[audio starts] I don't want to hear that. I want to speak to a different person. I want this uh escalated to the to the US please. [silence] Thank you. [silence] Okay. I don't care what you do. It's unacceptable. I want a proper refund, proper compensation. I don't accept your gift card, no. sure.
05:00
Speaker 1
Okay, thank you so much for answering the call Robin and have a great day.
06:00