V2 Rubric Detail — 8b67f1ec-808d-11f1-b…

Generated 2026-07-18 01:05 UTC

← Back to comparison table
✓ Feedback submitted — thank you!
Call Start
2026-07-15 20:41
Duration
22m 57s
Contact
973-218-0107
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#GI00137350
Support Country
United States
Product Family
OTHERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: other cs related concern
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). 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
Technical1.88/5
Communication0.00/5
Ownership1.00/5
Escalation0.00/5
Customer Exp0.00/5
Overall10.5% (-45.5)

V2 Grader Summary

The agent failed to address the customer's billing complaint, misdiagnosing it as a technical support issue and focusing on irrelevant hardware verification. No troubleshooting, escalation, or ownership was demonstrated, and communication was ineffective for the frustrated customer. The outcome remains unresolved due to fundamental misdiagnosis and failure to escalate a clear billing/fraud concern.

V1 Case Analysis

Customer Alex Frankel reported $350 charge for a Linksys router. Agent confirmed Linksys does not charge for support, requested serial number (unavailable), sent email for router label pictures. No case created. Follow-up required.

Troubleshooting Steps
  • Clarified Linksys technical support does not charge for assistance
  • Requested router serial number for product verification
  • Requested customer email address
  • Sent email with instructions to reply with pictures of router label
Key Observations
  • Agent correctly stated Linksys technical support does not charge customers for assistance (KB-accurate policy).
  • Failed to create a support case/ticket for a billing inquiry, violating protocol.
  • No escalation to billing/finance team was offered despite the nature of the charge dispute.
  • Communication suffered from repeated 'you're breaking up' comments and lack of empathy, degrading call control.
  • Call ended with incomplete next steps (email reply required) and no confirmation of customer understanding.
Positive Highlights
  • Correctly stated that Linksys technical support does not charge customers for assistance, aligning with KB policy (universal_support_contacts.md).
  • Proactively offered to send an email requesting pictures of the router label as a workaround when the serial number could not be provided.
  • Attempted to verify account registration using the customer's email address, showing initiative in validation efforts.
Agent Errors / Gaps
  • Failed to create a support case/ticket for a billing-related inquiry.
  • Did not escalate the charge dispute to an appropriate team (billing, finance, or account management).
  • Poor communication: repeatedly claimed 'you're breaking up' despite no clear audio issues in transcript, reducing call control and customer trust.
  • Did not offer alternative verification methods (e.g., model number from web interface) when serial number was unavailable.
  • Allowed the call to end without confirming the customer understood next steps or offering a callback option.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent failed to resolve the customer's billing complaint; only requested serial number and email without addressing the unauthorized charge or escalating to billing team.
R2 Not Met Diagnostic thoroughness conf 97%
No meaningful troubleshooting performed for the billing issue; agent focused solely on verifying hardware (serial number) instead of investigating the charge or using account/billing tools.
R3 Not Met Correct resolution path conf 96%
Agent pursued an irrelevant path (hardware verification) for a billing/fraud issue, failing to select the appropriate resolution path (escalation to billing/fraud team).
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent did not identify the core symptom (unauthorized charge) nor ask relevant diagnostic questions about the transaction; focused on serial number instead of billing details.
T2 Not Met Appropriate tools / resources used conf 94%
No billing or account verification tools were used; agent relied on customer-provided information without validating claims through internal systems.
T3 Met No misinformation conf 97%
Agent correctly stated that Linksys technical support does not charge for service and accurately described where to find the serial number on routers.
Communication
C1 Not Met Clear & professional language conf 95%
Call lacked clear framing, expectations, and control; agent lost direction during the circular conversation and allowed customer to dominate the interaction without guiding it productively.
C2 Not Met Confirmed understanding conf 94%
Agent used technical language without adaptation, failed to confirm understanding, and did not adjust communication for the frustrated, confused customer (e.g., continued scripted prompts despite customer requests to speak slowly).
Customer Ownership
O1 Not Met Ownership & empathy conf 96%
Agent did not take ownership of the billing complaint; shifted responsibility to the customer to send an email and provided no internal documentation or escalation commitment.
O2 Partially Met Proactive follow-through conf 90%
Agent set a next step (email a picture and reply) but provided no realistic timeline, guarantee of follow-up, or clear ownership for resolution.
O3 Not Applicable Closure confirmation conf 100%
This was confirmed as the first contact with no prior case history to maintain continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 95%
A billing dispute involving unauthorized charges is a warranted escalation; agent failed to escalate to a specialized billing/fraud team despite lacking resolution authority.
E2 Not Met Escalation prep & handoff conf 94%
No escalation was performed, so criteria for correct team, complete details, and customer notification were not met.
Customer Experience
X1 Not Met Customer effort minimised conf 93%
Agent offered only a brief apology without meaningfully acknowledging the customer's frustration, repeated complaints, or distress over the charge.
X2 Not Met Tone & rapport conf 92%
Agent maintained a calm tone but did not adjust pace, simplify communication, or check comprehension for the clearly frustrated and confused customer.
X3 Not Met Overall experience conf 94%
Customer was asked to repeat information, take pictures, send emails, and wait without assurance—adding unnecessary friction and effort.
Call Transcript36 turns · 38 lines
Speaker 1
Yeah, can you look me up on my phone number? [silence] Well, you charged me $300.
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Thank you for calling linksys. This is ice. How can I help you? Yeah, sure. Let me check. Hold on. Hello, sir, there is no ticket with the phone number that you're using right now. May I have your name?
00:00
Speaker 1
Alex Frankel. And you charge me $300, and you charge me $350 for what? Yeah, link's. Yes. You got a whole bunch of, I'll send you, got a whole bunch of calls, like 20, 25 of them. One after another. So, I don't know if it's a coil, not a call. Yes. Do I have what? Yeah. Yes. Where do you find it? Alright. Hope.
01:00
Speaker 2
Yes. Alex. Um Annex are you sure you're calling links is technical support? Oh because. Um Alex do you have a linksys router? router. A linksys router. What's the serial number? At the bottom of the router there's a product label stick at the bottom. The serial number is indicated there.
01:00
Speaker 1
Yeah, hold on yes. Wait a minute. I'm taking a picture of it.
03:00
Speaker 2
Alex, are you still there? Can you see the serial number? Maybe it's too small, or better take a picture? Okay.
03:00
Speaker 1
All right, let's do, does CMAC, WAN math? Is that what you want it? M-M. Maybe 2 2 0 7 1 o. I can't read it. Let me try to, I didn't see a number. Number. Hold on. [silence]
04:00
Speaker 2
no the serial number not the MAC address the serial number SNN
04:00
Speaker 1
I don't see a serial number. and on the bottom. not there. I don't understand what you're saying. You speak slowly. All right. Let me ask you a question. The router has a light on the top. Right? It's either white or red. that correct? All right, then. Old man. Old man.
06:00
Speaker 2
At the bottom of the Linksys router, there's a product label sticker. You will see your Wi-Fi name, your Wi-Fi password, the recovery key, and then the serial number and the MAC address. So, if you can see the MAC, if you can see the MAC address, it's usually above the MAC address. Okay. your. Mhm. Yeah, it's either white or red or blue, depending on the model of your router. That's why we need the serial number. So we will, we can check what's the model of your Linksys router, what's its light behavior?
06:00
Speaker 1
You You want my email address? All right. Yeah. You ready? A All right. The first A-L-E-X F, like Frank, R-A-E-N-K-E-L-7 at A-O-L.com. [silence] [silence]
07:00
Speaker 2
Or better yet, provide me your email address, maybe we can check if you have registered your account. We can check, yeah, so we can check if it's in our system. Yes. So I'll just spell your email address phonetically, so that we don't get it incorrectly. It's [silence] alex@foxrose.co.nk. for lion. and then number seven. let me check if you have uh your account here. okay. our system doesn't see any account with your email address AlexaFrankel7@aol.com. Maybe this is your first time calling linksys technical support because mm-hmm. or gmail. Right. Still nothing shows on our system. I think this is your first time
07:00
Speaker 1
Yes, because I got charged $350 from you guys, for the most expensive version. I've been in business for five years. Have I got a whole bunch of you got a whole bunch of hold on a minute. Oh, boy. Hold on. I will hear like, for example, on on July 9th, 6:50 AM, Lentriskies rat control, eh, resumption, Schedule, estimate service request, client most expensive version to have happened in the client status. $350 service charge.[silence]
09:00
Speaker 2
Alex, are you still there Alex, and that's what I want to clarify Alex because Linksys technical support doesn't charge any payment or price for providing technical support, are you sure you called Linksys technical support, maybe you called other uh support line. because And what's the reason why you were charged. [silence] Do you know the reason? [silence]
09:00
Speaker 1
risk says sys router and it says c e d F H E G dot a whole bunch of stuff then the next one up is also 7 9 but at 9 13 p.m and it says iPhone dash 155 this is all links links scans all under that hold on one for 0 hold on uh it says No, I've had it a long I've had it a long time. It says links and yeah. It says links his radar on all the different all of them on the top. Every one of them it says links his radar July 4th July 6th
10:00
Speaker 2
Did you did you purchase links its router did you order router because if you order yes go up yes.
10:00
Speaker 1
all different days how come you don't have it it's Link's router that's what it says so that's not you for what all right all right no way stop stop stop you provide technical support for Link's are Link's router which one all right well that's what these are that's what it says well so maybe maybe ah
11:00
Speaker 2
we don't have it. Are you sure it's a links or a T-Link router. No, because our technical support us what are it says technical support. We only provide technical support troubleshooting steps. We don't we don't charge our customers for router only. And we don't charge for for troubleshooting our the links. We don't charge. There is no payment. So I think you
11:00
Speaker 1
Like, no, you wanna see the pictures of it? How do I, uh, uh, show you the pictures? I show you? Uh, all the, all the links just, all the links just, uh, things. You know, whatever you call them, they're contact. It is not. Will you listen to me? Um, how can I, can I email you these? To redo that? You're not listening to what I'm saying. It says on the top. There's, there's probably 30 of them. On the top, it says, it gives a date and then it says links. This router. Every one of them. There's probably 30 of them. Now, I got charged, um.
12:00
Speaker 2
called another line a different line fingers. from what picture there is no okay I think you you have to check on that picture maybe there is an invoice so you check on that maybe it is.
12:00
Speaker 1
$s 350. I don't know from this or but it's something else involved with Linksys charging me. Now, I I can I send you these pictures so you can see all the different you got an email? Is that a neat? All right, I I get the eye and five times. You told me. I don't want to hear it anymore. Just send me the email and I'll reply. All right, so just look at what I'm sending you and we'll go from there. Okay, will you please
13:00
Speaker 2
Or. . .uh. I can send you, uh, an email and then you can reply to that email. But I have to reiterate again, Alex, we don't charge any payment. And we cannot. yeah, sure. But you have to provide me the serial number because we don't know yet if that router is ours. Sure. Uh, who's your internet service provider? [silence]
13:00
Speaker 1
[silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence] [silence]
14:00
Speaker 2
Comcast. So you're only calling because someone charged you for those routers? Hmm.
14:00
Speaker 1
[silence] You're breaking up. [silence] I didn't understand what you said, but I'm going to check my email. Hold on.
15:00
Speaker 2
All right, Alex. Just check your email and take a picture of the piece of paper you have and reply to the email I've sent to you, okay? Yeah.
15:00
Speaker 1
I didn't get it yet. Alex Frankel 7 at A, the one at AOL, correct? Not Gmail. No, just a, all right, yeah. As long as you sent it to AOL, I didn't get it. Yeah. Uh.
16:00
Speaker 2
Alex Frankel7@aol.com and at gmail.com [silence] Alright Alex, maybe because of the different time zone.
16:00
Speaker 1
you're breaking up. Maybe what? Speak slower. I don't know what you're saying. You're breaking up terribly. Speak slower. Speak slowly. Yeah. All right. My what?
17:00
Speaker 2
delayed in your... Maybe because of the different time zones, it's delayed. But just log out from your email and log back in and then refresh. Check also the spam box. I'm sorry, okay, Alex. I've sent you the email. And reply to that once you get the email. Maybe the email hasn't arrived in your inbox because of the different time zone. Or you may need to log out from your email. Refresh your email and then log back into it. Check also your spam or junk box folder. And check your spam.
17:00
Speaker 1
All I heard was reply to my email, once I get the email, do you wanna try it again because I didn't get it. It should be here by now. Call you back, did you say? Okay. Yeah, all I heard was today. I don't see it on the bottom. There's no serial number.
19:00
Speaker 2
Then once you have sent a reply to our email, yes. once you receive our email, reply to it and call us back, contact us again if you've already replied to our email, okay? Yes. Because we cannot wait or your reply. Or better yet, if you can get the serial number of your router, just at least one of your router, we can verify in our system if it's our product.
19:00
Speaker 1
Let me look more. It's always on the bottom. It's net on the side. Go ahead. I don't know what you're saying, you're breaking up.
20:00
Speaker 2
So, that may be not, that router may not be a product because usually all our routers have a serial number at the bottom of their, [silence] No, it's always at the bottom of the router. Where you can see the Wi-Fi name, Wi-Fi password. [silence] Is someone with you Alex so they could help you, assist you? [silence] Yeah.
20:00
Speaker 1
I don't know. there's a password garden. I told you that before 582. that's not it. There's an XF setup 6124 network name. No, it's not there. I mean, it is all different stuff and not a serious number.
21:00
Speaker 2
so I think that or router you have is not our own product I suggest Alex you call back the number you thatcharge you with the price because as I've mentioned a while ago we never take any payment from our customers we don't charge them for assisting them with our issues with our router we provide free technical assistance to all our customers we don't charge them and usually we have a record in our system with regards to the router serial number and the model number of your router. And since we don't have
22:00