V2 Rubric Detail — fc725be0-7b13-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-08 21:28
Duration
6m 51s
Contact
Robbin Cotton
Issue Type
Account/Billing
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Kirby Jason Dona
HappyFox Case
#PR00128785
Support Country
Other / Unmapped
Product Family
ROUTERS
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

Resolution1.00/5
Accuracy4.00/5
Communication2.00/5
Protocol1.00/5
Efficiency2.00/5
Overall1.8/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication0.00/5
Ownership2.50/5
Escalation0.00/5
Customer Exp0.00/5
Overall7.5% (-28.5)

V2 Grader Summary

The agent failed to perform any technical diagnostics or warranty verification, instead providing a resolution based on a claim that Linksys has no US warehouse, which is unsupported by the KB. The agent ignored clear escalation triggers from an angry customer and provided no actionable next steps, leaving the issue unresolved.

V1 Case Analysis

Customer (Robin Cade) requested a refund for defective E8450 router (7 months old). Agent offered $22 gift card without verifying warranty or escalating. Customer declined; no resolution reached.

Troubleshooting Steps

None recorded.

Key Observations
  • Agent did not verify warranty status, purchase date, or serial number despite handling a refund request for a defective product.
  • No escalation or alternative resolution path was offered despite strong customer dissatisfaction.
  • Agent did not explain the basis for the $22 refund amount or Linksys refund policy.
  • Call ended without a concrete resolution, leaving the customer frustrated and disengaged.
  • Agent misidentified the customer's name (Robin as Ryan), which may have contributed to confusion.
Positive Highlights
  • Agent maintained a polite tone and offered repeated apologies.
Agent Errors / Gaps
  • Failed to verify warranty status, purchase details, or serial number for a defective product claim.
  • Did not escalate to a supervisor despite clear customer frustration and intent to escalate externally (BBB complaint).
  • Offered a refund amount without policy justification or eligibility explanation.
  • Did not follow proper entitlement or RMA protocol for hardware fault.
  • No case/ticket number was created or referenced, violating basic support protocol.
  • Misidentified customer name, which may have impacted rapport and clarity.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 99%
Agent offered only a $22 digital gift card despite customer’s demand for a meaningful refund or replacement; no resolution path provided for defective hardware, and the customer explicitly rejected the offer as insufficient.
R2 Not Met Diagnostic thoroughness conf 98%
No troubleshooting steps taken; agent did not verify device status, firmware, connectivity, or configuration issues — conversation focused solely on refund policy without technical investigation.
R3 Not Met Correct resolution path conf 97%
Agent failed to confirm warranty status or eligibility for RMA; instead applied an unsupported policy rationale (‘no warehouse in US’) not found in KB, leading to an inappropriate resolution path.
Technical Accuracy
T1 Not Met Technically accurate info conf 98%
No diagnostic process followed — agent did not identify symptoms, ask relevant questions about device behavior, or determine root cause of defect; jumped directly to financial compensation.
T2 Not Met Appropriate tools / resources used conf 97%
No use of warranty lookup tools, case history beyond date reference, or policy database to validate the $22 offer; relied solely on unverified verbal claims.
T3 Not Met No misinformation conf 96%
Agent stated Linksys ‘no longer have a warehouse in the United States’ to ship replacements — this claim is not supported by any KB documentation and contradicts standard RMA procedures described in universal_support_contacts.md and universal_escalation_guide.md.
Communication
C1 Not Met Clear & professional language conf 97%
Agent provided no structure, roadmap, or expectations; allowed conversation to devolve into repetitive apologies without regaining control or guiding toward resolution.
C2 Not Met Confirmed understanding conf 96%
Used scripted, generic language despite customer’s escalating anger; failed to adapt tone, simplify explanation, or acknowledge emotional state effectively.
Customer Ownership
O1 Partially Met Ownership & empathy conf 94%
Agent remained on the call and did not transfer, showing ownership of the interaction, but failed to deliver promised resolution (refund/gift card) or escalate when blocked.
O2 Not Met Proactive follow-through conf 97%
No clear next steps, timeline, or follow-up commitment provided; call ended without confirming when or how the $22 would be issued.
O3 Met Closure confirmation conf 98%
Agent referenced prior contact: 'I see you already have on your files that you worked on May 21,' indicating use of case history and continuity.
Escalation Judgment
E1 Not Met Correct escalation decision conf 98%
Customer expressed frustration in multiple consecutive messages (e.g., 'absolute insult', 'you're just an unfair business') — per Angry Customer Protocol, escalation should have occurred but was not offered.
E2 Not Met Escalation prep & handoff conf 97%
No escalation executed, so no opportunity to assess correctness of path or details; failure to escalate despite clear triggers renders execution invalid.
Customer Experience
X1 Not Met Customer effort minimised conf 96%
Only generic apologies used (e.g., 'I do apologize') without specific acknowledgment of customer’s history, effort, or emotional experience.
X2 Not Met Tone & rapport conf 95%
Agent maintained flat, passive tone while customer became increasingly angry; failed to match pace or attempt de-escalation techniques.
X3 Not Met Overall experience conf 97%
Customer had to repeat complaint and justification multiple times; agent provided no actionable path forward, increasing perceived effort.
Call Transcript12 turns · 13 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. Hello. Yes, hi, hello. This is Kirby from Linksys Technical Support and I'm looking for Robin Cade. Yeah. So, by the way, Robin, um, uh we received this, um, call request regarding your concern about the refund policy for Linksys. Okay. So, let me just uh verify if we did get your concern correctly. So, basically, your device, your E8450 has been deemed defective and uh basically, you were offered a uh uh 22.57 uh Canadian dollar. Right. And um, may I know? [music] Okay, hey, I'm Ryan, happy to help today on the phones. Just to get us started, I see you already have on your files that you worked on May 21. You purchased an LG U, correct? And this is where you're getting Kyle. It's for a motion-sensing video. So, uh, you know, um, how may I help you with your concern? Okay. Okay. I do understand where you're coming from. Um, Robin. And I hope our representative was able to, you know, also share to you that the reason why we can no longer provide you a replacement is because this is due to that we no longer have a warehouse in the United States, uh, that can send you a replacement unit. So basically, we have transitioned from uh,
00:00
Speaker 2
Well, Kirby, if you went to the store in Manila somewhere and spent $1210 on a device, a router that typically should last three or four years, and it failed after 7 months and the company said, yeah, we can't fix it. We're not going to send you a replacement. Here's a refund of $22. I think you might feel ripped off.
01:00
Speaker 1
you know, from our warehouse and distributors, which means that we can no longer, you know, ship products, any of our replacement unit for our defective device. So, this is the reason why that, you know, to continue to support our customers, we are introducing a new solution, which is issuing a digital gift card through Tango and I do apologize. Thank you. [silence]
02:00
Speaker 2
Yes, but as I'm sure you can understand, it's not really a solution when you take $114 from somebody and seven months later, you give them back $22. That's that that's an insult. It's an absolute insult. Nobody can tell me that a policy written for a customer would say that the life of this thing should be one year. Had I known that, I never would have bought it. And believe me, you don't need to worry about
02:00
Speaker 1
Yeah. I see.
03:00
Speaker 2
What it? I won't buy a Linksys router again. you're just an unfair business. I mean, $[REDACTED_PAYMENT_DIGITS], and it's not even money. it's some gift card that I had to go through a hassle to get. So I mean, you know, the very least you guys could do is just give me a refund, or something close to it. I did get some use out of the machine. but you know, to give me back [REDACTED_PAYMENT_DIGITS]% of what I paid for it? How you can justify that, you can't. You can't justify it. So if you guys want to keep screwing customers, that's fine. I'm sure many will be happy. I've put in a complaint with the Better Business Bureau. So, uh, you know, not that it matters because you guys don't care. but I mean, $[REDACTED_PAYMENT_DIGITS], just stop it, right? Give me a reasonable refund and I'll be happy with it.
03:00
Speaker 1
we we we have this you know come up with the amount to provide you as the refund for the you know for the device so I do apologize and and no. and Yeah. So um, [silence]
04:00
Speaker 2
Yeah, but but but how is it pro but but but the thing is, you know, so you're saying your Linksys routers are good for one year only. And then they're no good. That's what you're saying. You're giving me back your pro rating this based on one year. Well, how how come I'm only getting $22 back, I paid $114 for the thing. If you said to me, Robin, you know what, these are good for five years. Uh you've used it for seven months, I'm going to give you back 80% of your money. Here's $85, fine. I still don't think that's a really good offer, but at least you could justify it. $22. I mean, you're basically stealing from me. You took $114, you and Walmart from me. And uh, you know, I have no router. It doesn't work.
04:00
Speaker 1
Yeah. And then we respect – I do apologize, Robin. I know we do respect your, um, complaint regarding this matter. But, um, I'm really very sorry, for this one. Um, however, we have um confirmed that uh based on our per rate at um offering this uh this amount is actually what we can offer you. Yes, um, Robin.
05:00
Speaker 2
Two bucks. So it's crazy. It's a ridiculous policy. So that's why I want to, you know, and I'm sure you're just another one of the people in the call center. I mean, you know, you can't talk to any real people with Linksys, but the policy is ridiculous. So you know, people do have memories and I'm sure this will start, you know, $22. Anyway, it's fine. Terrible service. Send me my $22. You've wasted my time. I'm sorry. Okay, will you do me proud today or what? I'll do you proud today, as I always have. Okay. All right, sir. Have a good one. You too.
05:00
Speaker 1
And I'm truly sorry about that, Robin. That's noted, Robin. And thank you so much for your time and have a great day, Robin. Bye-bye.
06:00
Speaker 2
enough of my time. yeah well save it try to talk to your boss and tell him you know, you're screwing customers, so anyway, send me my $22, the lady yesterday cancelled it, because I was putting this complaint in, so fix it send me a $22 and it'll be my last purchase from you guys. [silence] yeah, sure [silence] bye.
06:00