V2 Rubric Detail — b4783dee-7fcf-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 22:02
Duration
7m 43s
Contact
416-624-0556
Issue Type
Escalation Request
V2 Outcome
Partial Resolution
V2 Band
Developing

Agent & Case Context

Agent
Regilene Come
HappyFox Case
#PR00136249
Support Country
Other / Unmapped
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: DEVICE WILL NOT RESET.
⚠ 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

Resolution4.00/5
Accuracy5.00/5
Communication4.00/5
Protocol2.00/5
Efficiency4.00/5
Overall4.1/5

V2 Rubric Scores

Resolution2.50/5
Technical5.00/5
Communication3.75/5
Ownership5.00/5
Escalation5.00/5
Customer Exp3.21/5
Overall77.7% (-4.3)

V2 Grader Summary

The agent correctly applied policy by offering a prorated refund for an out-of-stock defective MX42 and handled logistics efficiently, but the resolution was rejected by the customer as unfair ($26 deemed insufficient). While technically accurate and owned, the lack of alternative solutions and insufficient emotional validation resulted in unresolved dissatisfaction. No critical failures (abandonment, discourtesy, etc.) occurred.

V1 Case Analysis

Customer requested replacement for defective MX42; out of stock, offered prorated $26 CAD refund via Tango digital gift card; no return required for Canada; refund processing confirmed.

Troubleshooting Steps
  • Reviewed existing ticket and defect status
  • Checked stock availability
  • Explained Canada-specific return policy
  • Offered prorated refund via digital gift card
Key Observations
  • Agent did not collect or verify the product serial number, which is required for warranty/RMA validation per protocol.
  • Agent correctly identified the defect, explained stock unavailability, and offered a valid alternative resolution aligned with regional policy.
  • Customer accepted the solution, indicating effective communication and resolution path.
Positive Highlights
  • Demonstrated empathy and acknowledged customer frustration effectively throughout the call.
  • Clearly explained the Canada-specific policy regarding returns and refunds, preventing unnecessary return logistics.
  • Successfully de-escalated the situation by offering a concrete, actionable resolution.
  • Collected necessary shipping address and confirmed email for refund delivery.
  • Provided clear next steps and set accurate expectations for gift card delivery timeline.
Agent Errors / Gaps
  • Missing serial number collection — required for device validation and RMA processing.
  • No explicit warranty status verification — agent referenced warranty but did not confirm in-warranty/out-of-warranty status through lookup or documentation.
  • Did not cite or confirm a HappyFox case number, which is standard for case tracking and continuity.

V2 Indicator Ratings

Resolution
R1 Partially Met Issue actually resolved conf 95%
Agent offered a prorated $26 refund via Tango gift card for a defective MX42, which was policy-compliant but explicitly rejected by the customer as unfair and insufficient ('that just doesn't seem reasonable... $26 is not fair')
R2 Not Applicable Diagnostic thoroughness conf 90%
This was a warranty/replacement inquiry for a defective device, not a technical support issue requiring troubleshooting steps
R3 Partially Met Correct resolution path conf 90%
Agent correctly identified the MX42 as defective and out of stock, but failed to explore or offer alternative solutions (e.g., upgraded replacement, voucher toward newer model) despite customer's clear dissatisfaction and request for equitable resolution
Technical Accuracy
T1 Not Applicable Technically accurate info conf 80%
No technical diagnosis was required; the issue was purely about warranty fulfillment and replacement options
T2 Not Applicable Appropriate tools / resources used conf 80%
No tools or technical resources were required or used; resolution relied on policy knowledge and case review
T3 Met No misinformation conf 95%
All information about the refund process (Tango gift card, USD conversion, merchant usability, email timeline) was factually accurate and consistent with policy; no KB contradictions found in refund calculations or process
Communication
C1 Met Clear & professional language conf 90%
Agent framed the interaction ('reviewed your ticket'), maintained control throughout, collected necessary details (shipping address), and provided clear next steps with timeline ('expect the email within X to Y hours')
C2 Partially Met Confirmed understanding conf 85%
Agent used accessible language and confirmed understanding of email/details, but did not adequately adapt communication to customer's growing frustration or validate their sense of inequity beyond generic acknowledgments ('Totally understand')
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case from start to finish without transfers, followed through on processing the refund, and handled all resolution steps internally
O2 Met Proactive follow-through conf 90%
Agent provided a specific timeline ('within X to Y hours'), confirmed recipient email (cecile@frenandes.com), and clearly explained follow-up process for the Tango gift card
O3 Met Closure confirmation conf 85%
Agent referenced prior ticket and assistance history, avoided re-asking basic questions, and provided context about prior interaction ('when I spoke to the agent originally, they assured me...')
Escalation Judgment
E1 Met Correct escalation decision conf 90%
No escalation was warranted; agent had authority to resolve within policy, reviewed case history, and made a final decision consistent with available options (refund vs. unavailable replacement)
E2 Not Applicable Escalation prep & handoff conf 95%
No escalation occurred and none was warranted; agent resolved the matter within their scope
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent acknowledged frustration ('Totally understand') but empathy was somewhat scripted and failed to de-escalate customer's expressed sense of inequity; did not validate the customer's perception of unfairness beyond surface-level acknowledgment
X2 Partially Met Tone & rapport conf 85%
Agent maintained professional tone but did not adjust communication style to customer's frustration; continued with process despite clear dissatisfaction, missing opportunity to reframe or offer goodwill gesture to rebuild trust
X3 Met Overall experience conf 90%
Agent minimized customer effort by handling everything in one call — no holds, repeats, or transfers — and confirmed all details efficiently before closing
Call Transcript14 turns · 15 lines
Speaker 1
This is Linksys technical support calling. This call is recorded for quality assurance. Please hold as we connect you to a Lynksys specialist. [silence] Hello. [silence] Hi, this is Reg. One of the Mediate supervisors here at Linksys Customer Support. I'm calling for Cecil Fernandez. [silence] Yeah, hi, there Cecil. Uhm, we've actually received your request to speak to a supervisor. I believe this is about the replacement. Um, is there anything that I can do for you?
00:00
Speaker 2
Record your name and reason for calling. I'll see if this person is available. Please. Stay on the line. [silence] Hello? [silence] Uh [silence] Yeah, uh you're speaking to him. Yes, uh when I spoke to the agent originally, they assured me that they would be able to provide me with a replacement
00:00
Speaker 1
OK. Totally understand. Well, I've actually reviewed your ticket and it shows that you had the MX 42 and it- you were assisted by our technical support team, and they have deemed this device defective. But, yeah, this is actually correct. MX 42 is actually already out of stock and we don't have any available product that we can process for replacement. So, that's why that we are offering the pro-rated refund. Calculation is actually depending on the receipts provided. So, this is the actually the options that we have to offer since the
01:00
Speaker 2
um, so it's just a bit frustrating now that I've kind of gone back and forth, and I'm all being told that the only thing they can do is give me a $26 credit, which obviously doesn't help me. And so I'm I'm just trying to get some sort of resolution that that's fair and equitable.
01:00
Speaker 1
Like it's not, totally understood, the service and access the rating cost for return the unit since it's system also part of the policy, what I can do here is that I can provide a UPS prepaid label that you can use in sending the unit. But um yeah, again, the amount would still be U$[REDACTED_PAYMENT_DIGITS] um through a digital gift card. No, um we don't have, that's why we have ended up providing the prorated um any, if we have an available stocks we could have offered that one, but um we don't have. So this is the the option that we have.
02:00
Speaker 2
[silence] Uh, yeah, again that doesn't, I mean, that just doesn't seem reasonable because what can I buy with $26 to replace a unit? Do you do you guys have any any other comparable model or comparable unit that would work?
02:00
Speaker 1
Oh, it's going to be through a digital gift card. You will be receiving an email which is from Tango Support and they will be providing you instructions on how you can use the Tango digital gift card. So, there will be a partnered merchant, I'm sorry, go ahead. [silence] Oh, I'm sorry, I switched my email. No, it's still Okay. [silence] Okay. Thank you, Leo. No, we don't have calculation is being computed based on the the the calculated loss calculation. So, that's the portion of the products warranty or the service period that has been used.
03:00
Speaker 2
And is that refund for a credit for lynxus or is it is it a, like a, a cash check or something? Okay, I think you I mean, I I it is really frustrating and I'm going to have to go out and buy a whole nother system now. If if I would, I would consider it, if we could do more than $26, I I don't think $26 is fair, is is there a a higher amount you can offer and we can just put this behind us? Any.
03:00
Speaker 1
So, we're basing it on the receipt provided and on the warranty of the product. No, we don't have. The the only one that I can do is provide you the prepaid label, so that you won't when you pay any shipping fee on sending the defective unit. Mhm. Okay. Um, I'll just be needing your shipping address. Mhm. Mhm.
04:00
Speaker 2
And there's no further, uh, compensation you can provide on top of that? Okay, well, let's let's proceed with that then, um, if you can if you can send a prepaid label, um, I'll send it back and then we'll go from there. Yeah. 170 Hamilton Street Toronto, Ontario, Canada. And the postal code is M, as in Mother, 4, M, as in Mother, 2.
04:00
Speaker 1
Oh, okay. Let me just check here first. So, you're in Canada, right? Oh, okay. Got it. We actually have a different policy for Canada customers. So we'll not gonna ask you when returning the unit because we only have a US warehouse. What we can do is that we'll proceed on processing the prorated refund on this one. I'll discuss it with the shipping department and explain to them that this is not required to be returned. And the calculations that was provided, this is actually in Canadian. So, we will be converting it in a US dollar, but that's actually on the Tango support. You'll just be receiving an email about this. When do you get it? Okay, it's a separate email. 26 Canadian dollars is the receipt, is in Canadian, so we will be, cause the Tangoad will actually be providing it in USD, so this will be converted to USD. You might be noticing that you'll be receiving an email in a different amount, but you can use it in Canadian merchants, you will be receiving a list of merchants in Canada, you can use it, but you will just notice it's in USD, but still you can use it in different merchants. Okay, that's great. So, yeah, I think, um, yeah, no need, um, since we will not be asking you to return the unit, we can proceed and go ahead.
05:00
Speaker 2
Okay, so it's, but will it be 26 Canadian dollars, Okay. Okay. So I, do I need to do anything or they'll reach out to me. I don't need to do anything else.
06:00
Speaker 1
forward this for processing the Tango gift card just expect for the email within um [REDACTED_PAYMENT_DIGITS] to [REDACTED_PAYMENT_DIGITS] hours okay got it. So um just want to make sure we will be sending the Tango gift card to cecil@frenandes.com okay. Okay got it. Thank you so much for your time Cecil and this has been Reg. Have a great day. Bye bye. Goodbye.
07:00
Speaker 2
Okay. Okay, thank you. Yes. Talk. Thanks. Bye. [silence] [silence]
07:00