V2 Rubric Detail — 34cd1186-65cc-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 19:31
Duration
5m 13s
Contact
Andy Dixit
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
—
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
⚠ Auto-Zero applied: B — Avoidance/Evasion: Agent avoided technical troubleshooting and proper RMA protocol by immediately deferring to a vague refund process without verifying device, defect, or warranty. This constitutes evasion of standard support responsibilities.

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol1.00/5
Efficiency2.00/5
Overall2.6/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership0.00/5
Escalation2.50/5
Customer Exp0.00/5
Overall0.0% (-52.0)

V2 Grader Summary

The agent bypassed all required triage and RMA verification steps, failed to troubleshoot or confirm the issue, and improperly escalated to a refund process without resolution. Despite some attempt to note customer requests, the lack of technical engagement, inaccurate information, and evasion of protocol constitutes a critical failure. The interaction resulted in no resolution and increased customer effort.

V1 Case Analysis

Customer requested prorated refund for brand-new unit; agent noted receipt and unit return required, shipping cost responsibility unclear, forwarded to CS. No model/serial collected.

Troubleshooting Steps
  • Requested receipt of purchase
  • Informed need to receive unit before processing refund
  • Noted shipping cost responsibility
Key Observations
  • Agent failed to collect product model, serial number, or case number despite handling a refund request that requires device verification.
  • No verification of warranty terms or return-shipping policy was performed, even after customer challenged the shipping cost.
  • Customer’s explicit objection to paying return shipping at [03:00–04:00] was acknowledged but not resolved or escalated with urgency.
  • Agent proceeded with refund process without confirming eligibility or ownership of the device.
Positive Highlights
  • Agent was polite and acknowledged the customer's request.
  • Agent recorded the request and promised to forward it to Customer Service.
  • Agent correctly identified that the receipt is needed to calculate the prorated refund.
Agent Errors / Gaps
  • Failed to confirm warranty status or eligibility for free return shipping.
  • Did not collect product model, serial number, or case/ticket number — a critical protocol failure for a return/refund process.
  • No concrete next-step timeline or escalation path was given despite customer’s urgency.
  • Allowed the customer to define the resolution path (gift card, full refund) without validating policy or process.
  • Did not clarify whether the unit was defective or being returned for other reasons, impacting support eligibility.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution was achieved — customer did not receive refund, gift card, or replacement; issue was passed off without confirmation of outcome.
R2 Not Met Diagnostic thoroughness conf 97%
No troubleshooting steps were performed; agent skipped triage entirely and moved directly to refund discussion without verifying defect or device status.
R3 Not Met Correct resolution path conf 96%
Agent offered a prorated refund path without confirming warranty, model/serial, or defect — violates RMA protocol which requires triage and verification first.
Technical Accuracy
T1 Not Met Technically accurate info conf 97%
Agent did not identify symptoms, ask diagnostic questions, or determine root cause; no technical investigation was initiated.
T2 Not Applicable Appropriate tools / resources used conf 95%
No tools (e.g., warranty lookup, HappyFox, model verification) were needed or used because no troubleshooting occurred and the agent bypassed standard process.
T3 Not Met No misinformation conf 94%
Agent incorrectly stated shipping costs would be the customer’s responsibility for a new defective unit, contradicting standard RMA expectations for in-warranty devices.
Communication
C1 Not Met Clear & professional language conf 95%
Agent failed to set expectations, frame the interaction, or maintain control; responses were vague and reactive (e.g., 'Well, that has me in the processor').
C2 Not Met Confirmed understanding conf 94%
Agent did not adapt to customer’s concerns about shipping costs or urgency; used inconsistent terminology (e.g., 'prorated refund' vs. 'gift card').
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent passed the case to customer service without taking ownership or confirming ability to deliver on the manager’s promise; no accountability established.
O2 Not Met Proactive follow-through conf 95%
No clear timeline or next step was provided; customer was left waiting for unspecified email with no reference number or follow-up commitment.
O3 Not Applicable Closure confirmation conf 99%
This was the first contact; no prior case history existed to reference or maintain.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 91%
Escalation to customer service may be appropriate for refund processing, but agent failed to complete required triage and verification steps before escalation.
E2 Partially Met Escalation prep & handoff conf 90%
Agent noted customer’s request about credit inclusion, but did not confirm what information would be sent, when, or provide tracking details to the customer.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Agent showed no empathy for customer’s frustration over shipping costs or delay; no acknowledgment of inconvenience caused by defective new unit.
X2 Not Met Tone & rapport conf 95%
Agent maintained a detached, transactional tone despite customer expressing urgency and concern; failed to match customer’s emotional state.
X3 Not Met Overall experience conf 95%
Customer was required to provide receipt and potentially ship unit, increasing effort; agent did not streamline process or reduce steps.
Call Transcript10 turns · 10 lines
Speaker 1
This is linksys technical support. This call is recorded for quality assurance. please hold as we connect you to a linksys specialist. Hello? Hello, sir. This is Mark from the linksys level two tech team. so, we get an approval from the team to proceed to the prorated refund for your linksys unit. Now, we'll be asking for your... for the receipt of the units to complete this process. so, we calculate the pro-rated refund based on the date you purchase it.
00:00
Speaker 2
so when when you say pro rated this is a brand new device so what does that
00:00
Speaker 1
unit and then it's warranty period. Yes. Well it should be. But we still calculate. Mae'n bobl yw... The the prorated. Yeah it's going to be. Uh. The term is. Uh. Something like a gift card. Uh.
01:00
Speaker 2
OK, a warranty period is three years right? So we purchased it this month itself. So that should be pretty much like the full warranty period, correct? OK, all right, so go ahead, OK, that's fine. And then they send it as a I think your manager was saying, Kirby, that it is sent like a gift card.
01:00
Speaker 1
Yes, sorry. It's not a chat. So, once we have that information, I'll be forwarding this ticket to the customer service team. Then they'll be the ones to process the prorated further.
02:00
Speaker 2
Okay, it's not a check, but instead it's a gift card. All right. Can you email me and then, uh so basically, you just need the receipt of this and are you going to be doing it or I should be calling your customer service to do this? [silence] [silence] [silence] Ru- okay. All right. So, we can put your notes in there that, uh, as I had spoken with Kirby, it should be for both the, um, for the overall amount, the total amount, which will be not just the cash paid, but also paid from the credits amount. Can you make sure you note that mark so that your customer service team knows what they're doing?
02:00
Speaker 1
up. sure. that's noted and also sure we need to receive the units first before we can process the refine. [silence] receive the units. yes sir. and no sure the shipping costs will be [silence] it will be shouldered by you.
03:00
Speaker 2
You need to. The unit first you you received the defective unit also OK so how is that done do you guys send a shipping label this is a brand new unit so we should not be doing it so please tell your customer service team the customer will not be shipping the unit for the shipping cost it's a brand new unit the
03:00
Speaker 1
Well, that has me in the processor, but, uh, I'll take note of that. Okay.
04:00
Speaker 2
[DOWNWEIGHT] receipt is in the last, you know, basically this month itself, within the last 30 days. So it's a brand new unit. We're not going to be paying the shipping cost to send it just for refund. If they want, I can send them the receipt, but the shipping cost, we're not going to pay for that. Yeah. So just, yeah, send it to your team. Yeah, send it to your team and say, "Hey, this is a brand new unit. It's not a traditional unit that has been used for like, you know, half a year or one year or whatever. This This is a brand new unit. So the customer is not going to be sending the unit with their shipping cost. And I need to know soon from them." Okay. And they can respond over email. All right. Yeah, thank you. Take care. Bye.
04:00