V2 Rubric Detail — 8b2a9e5e-65c7-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-11 18:58
Duration
13m 51s
Contact
Jeremy Charette
Issue Type
Account/Billing
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#PR00132843
Support Country
Other / Unmapped
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: One LAPAC1300C Device not turning on
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (3 hallucinated segments). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy5.00/5
Communication2.00/5
Protocol3.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution5.00/5
Technical5.00/5
Communication3.75/5
Ownership4.29/5
EscalationN/A
Customer Exp3.93/5
Overall91.1% (+35.1)

V2 Grader Summary

The agent correctly resolved an end-of-life hardware case by offering a pro-rated refund and collecting required documentation. While communication was mostly effective, a brief lapse in call control and lack of empathy acknowledgment prevent a fully strong rating in C1 and X1. No escalation was needed, and the outcome was appropriate and completed.

V1 Case Analysis

Customer requested refund for end-of-life access point. Agent provided prorated refund ($27.65), requested photo of unit (MAC & serial), and collected shipping address. Refund pending receipt of photo.

Troubleshooting Steps
  • Confirmed end-of-life status and ineligibility for replacement
  • Calculated prorated refund amount ($27.65)
  • Requested photo of unit showing MAC address and serial number
  • Collected shipping address for refund processing
Key Observations
  • Agent correctly identified the unit as end-of-life and ineligible for replacement, offering a prorated refund as per policy.
  • Refund calculation was accurate based on the original price and warranty period.
  • Shipping address and photo request were clearly communicated and collected.
  • After 10:00, the call devolved into off-topic personal conversation (e.g., 'Why do you think I like blue?'), background noise (dog barking), and device handling sounds, indicating poor call control.
  • No clear closing statement, recap, or confirmation of next steps was provided, leaving the call operationally unresolved.
  • Transcript suggests the agent may have forgotten to formally end the call.
Positive Highlights
  • Correctly identified out-of-warranty/end-of-life status and offered appropriate prorated refund path (timestamp: [04:00])
  • Accurately calculated and communicated refund amount ($27.65) based on warranty and original price (timestamp: [05:00])
  • Collected complete shipping address and clearly requested photo of MAC and serial for verification (timestamp: [06:00–07:00])
  • No technical inaccuracies or incorrect guidance provided — ACCURACY is strong
Agent Errors / Gaps
  • Allowed call to deviate into off-topic personal conversation after 10:00, violating COMMUNICATION and EFFICIENCY (timestamp: [12:00])
  • Failed to provide a clear closing recap or confirm next steps, leaving the call operationally unresolved (timestamp: [12:00])
  • Permitted excessive background noise and non-call-related activity (dog sounds, phone handling) without addressing it, creating an unprofessional environment (timestamp: [08:00–09:00])
  • Did not confirm receipt of email or set expectation for follow-up timeline, weakening PROTOCOL for pending resolution handling

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 96%
Agent confirmed end-of-life status and offered a pro-rated refund of $27.65, with clear next steps (photo of MAC/serial, shipping address) to process it.
R2 Not Applicable Diagnostic thoroughness conf 95%
No technical troubleshooting was required; the case involved a policy-based resolution (EOL refund), not a technical issue.
R3 Met Correct resolution path conf 95%
Agent correctly identified the product as end-of-life and selected the appropriate resolution path (pro-rated refund) per policy, rather than offering unsupported repair or replacement.
Technical Accuracy
T1 Not Applicable Technically accurate info conf 95%
No diagnostic process was needed — the issue was administrative (EOL refund), not technical.
T2 Not Applicable Appropriate tools / resources used conf 90%
No tools (e.g., remote access, logs, KB lookup) were required for processing a refund based on warranty status.
T3 Met No misinformation conf 96%
All provided information — refund amount, need for photo of MAC/serial, shipping address collection — was accurate and consistent with EOL policy.
Communication
C1 Partially Met Clear & professional language conf 85%
Agent provided steps but lost control during the call (e.g., 'Why do you think I like blue?' at 12:00), which disrupted focus and introduced irrelevant dialogue.
C2 Met Confirmed understanding conf 92%
Agent used clear, plain language and confirmed details (address, zip) appropriately, adapting to customer's pace.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish, did not transfer, and followed through on initiating the refund process.
O2 Partially Met Proactive follow-through conf 88%
Agent outlined next steps (send photo, provide address) but did not specify a timeline for refund processing, leaving customer uncertain on when to expect resolution.
O3 Met Closure confirmation conf 90%
Agent used information provided (shipping address, email thread) without re-asking confirmed details, maintaining continuity.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 97%
No escalation was performed and none was warranted — the case was resolved administratively at L1.
E2 Not Applicable Escalation prep & handoff conf 97%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 85%
Agent remained professional but did not acknowledge customer frustration or express empathy regarding the EOL limitation or partial refund.
X2 Met Tone & rapport conf 90%
Agent matched customer’s conversational pace, confirmed information, and maintained engagement despite minor distractions.
X3 Met Overall experience conf 93%
Agent collected all necessary information (photo, address) in a single interaction without requiring repetition, minimizing customer effort.
Call Transcript14 turns · 19 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Linksys specialist. Thanks. Thanks. Uh Jeremy. Jeremy spelled J E R E M Y Charter spelled C H A R T E R. Hi, I was trying to reach Jeremy Chavez. [silence]
00:00
Speaker 2
Alrighty, well you have a good day. Okay? Public Service Credit Union. This is Jeremy. Hello. Yeah. Correct.
03:00
Speaker 1
and pretty much it's not responding the way it should be. So we'll have to proceed with the prorated refund since as discussed yesterday, uh we no longer- we no longer provide replacement for this unit since it has reached its end of life. Now, uh, we will uh call this. We'll ask for a photo of the unit, uh showing its MAC address and serial number at the bottom. You can send it through email as well. And once we have that, uh
04:00
Speaker 2
Right. Okay. I mean, I can actually get that to you right now.
04:00
Speaker 1
Okay. Yeah. just wanna mention to you that we Calculated a pro-rated refund. And the result is that It's going to be $27.65. Yes. So as shown on the invoice, one unit of the access point is $135.99 and calculating the pro-rated refund for five years of its hardware warranty, that's the result $27. [silence]
05:00
Speaker 2
and that's, from, the invoice that got sent out. [silence] so,
05:00
Speaker 1
yes, since we can no longer provide replacement. The next option is a pro-rated refund. All right. Awesome. By the way, what do you call this? Your shipping address as well. So.
06:00
Speaker 2
All right. All right. I'm getting ready to send that over to you right now. I believe that is attached to my email, but that is. Um let me one moment for you. Pull that up. 7665 Merriman road.
06:00
Speaker 1
for 874 765 Merriman Road did you say Detroit, Michigan for 8 174? all right, thank you for confirming I to just send the photo of the unit showing its MAC address and serial number then we'll process this pro refund further.
07:00
Speaker 2
Road. Romulus, Michigan, four, eighty, one, seven, four. [silence] One, seven, four is the zip code. [silence] Romulus, Michigan. That is correct. [silence]
07:00
Speaker 1
Well, I can send you another email just to, okay. Awesome. All right.
08:00
Speaker 2
Hmm. Yes, my apologies, I'm trying to find the email. The email thread. There we are. I found it. Right as I mentioned it, of course. [silence] [lock phone into place] Mm. Mm. Push it down. and get it engaged with temple. Is there a little white [silence] [lock phone into place] [silence][dog snoring][dog yelps/barks] picture. All right and I have sent, all right, the email has been sent. [silence]
08:00
Speaker 1
I should receive it. any moment, but, uh, pretty much that's, all that. We want to capture for now, um, you will be on Could you repeat that? Why do you think I like blue? Blue? Do you like blue? Any color? I think I just got it. Yeah. Hey, it went through actually.
10:00
Speaker 2
You feel like a kid in a candy shop. You're like, So you think so. Okay, cuz I'm getting, I still got catch back. It did? Okay. Then you might get two of them. I
12:00