V2 Rubric Detail — 09a566d4-74a9-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-30 17:27
Duration
12m 0s
Contact
406-315-1799
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
—
HappyFox Case
—
Support Country
United States
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—

V1 Rubric Scores

Resolution2.00/5
Accuracy3.00/5
Communication3.00/5
Protocol2.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution0.62/5
Technical0.94/5
Communication5.00/5
Ownership3.00/5
EscalationN/A
Customer Exp5.00/5
Overall46.1% (-9.9)

V2 Grader Summary

The agent failed to perform any troubleshooting or use diagnostic tools, incorrectly stated the switch was managed when it is unmanaged, and provided no concrete next steps. Although communication was professional and the agent owned the call, the issue remained unresolved due to lack of technical progress and inaccurate guidance.

V1 Case Analysis

Customer reports no connectivity through Linksys switch (model EENGG-008W, version 3); bypassing switch works. Agent confirmed device is end-of-life and unsupported since August 2022. No troubleshooting performed. Advised customer to replace with an unmanaged switch from another brand.

Troubleshooting Steps
  • Agent asked for and confirmed model number (EENGG-008W)
  • Agent confirmed LED behavior (blinking green on all ports)
  • Agent placed customer on hold to research model support status
Key Observations
  • Agent correctly identified the device as end-of-life and unsupported based on model and support cutoff date.
  • No basic troubleshooting steps (reboot, cable swap, factory reset, web UI access) were performed despite the issue being classic for a managed switch misconfiguration or hardware fault.
  • Agent did not verify whether the switch was managed or unmanaged; EENGG-008W is not in the KB, but managed switches require web UI access and may need reset to default IP (192.168.1.251).
  • No self-help resources (KB article, support URL, email with steps) were offered after customer asked how to get a replacement quickly — violates universal_paid_support_workflow.md.
  • Agent concluded the device was defective without attempting to confirm via reset or connectivity test — premature diagnosis without validation.
Positive Highlights
  • Polite and used appropriate address (ma'am) throughout [03:00, 09:00, 11:00].
  • Confirmed model number accurately despite phonetic spelling [01:00–02:00].
  • Identified that the device is end-of-life and no longer supported as of August 2, 2022 [10:00], which aligns with Linksys EOL policy.
  • Provided a technically correct recommendation to use an unmanaged switch for plug-and-play operation [11:00].
Agent Errors / Gaps
  • Failed to perform standard troubleshooting for a non-working switch (reboot, cable swap, factory reset, web UI access) — violates protocol for hardware fault diagnosis per lgs_switch_connection_troubleshooting.md and lgs_switch_factory_reset.md.
  • Did not verify if the switch was managed or unmanaged; managed switches require configuration and may need reset to default IP (192.168.1.251) — skipped diagnostic path.
  • Did not offer any self-help resources (KB article, support URL, email with steps) after customer asked how to get a replacement quickly — violates universal_paid_support_workflow.md which requires offering at least one self-help option when paid support is declined.
  • Concluded the device was defective without attempting to confirm via reset or connectivity test — premature diagnosis without validation.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded the switch is likely defective and recommended replacement without restoring connectivity or providing a fix.
R2 Not Met Diagnostic thoroughness conf 97%
No diagnostic steps were performed — no cable check, reset, power-cycle, or web-UI verification.
R3 Partially Met Correct resolution path conf 92%
Agent identified the device as older and unsupported but did not verify warranty status or attempt basic out-of-warranty troubleshooting before recommending replacement.
Technical Accuracy
T1 Not Met Technically accurate info conf 96%
Agent did not ask targeted diagnostic questions about cable integrity, port LED behavior, or prior configuration; jumped to 'likely defective' without ruling out common causes.
T2 Not Met Appropriate tools / resources used conf 95%
No tools (web UI, reset button, logs) were used despite the issue being within scope for physical diagnostics.
T3 Partially Met No misinformation conf 90%
Agent stated the device is 'managed' and has no configuration, but the E4200G v3 is an unmanaged switch per KB; this inaccuracy affects the conclusion.
Communication
C1 Met Clear & professional language conf 95%
Agent set expectations (hold time), kept the call on track, and provided a closing summary.
C2 Met Confirmed understanding conf 94%
Agent used clear, polite language and confirmed the model number, matching the customer's level.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent handled the entire interaction without unnecessary transfers and gave a recommendation.
O2 Not Met Proactive follow-through conf 92%
No concrete next steps, timeline, or follow-up commitment was given beyond a vague suggestion to buy a new switch.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact; no prior history to maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was performed and none was warranted for a hardware-defect, out-of-warranty case.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent thanked the customer for waiting, used polite language, and remained professional throughout.
X2 Met Tone & rapport conf 94%
Agent maintained a steady, courteous tone and responded appropriately to the customer's statements.
X3 Met Overall experience conf 93%
Agent did not require the customer to repeat information and gave a concise recommendation, avoiding unnecessary steps.
Call Transcript9 turns · 11 lines
Speaker 2
Welcome to Linksys support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.linksys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products, paid support may be available depending on your issue. To hear more about your service options, press two. Please select from the following options. For in warranty products, our support team is available to help with performance and hardware issues. Please have your device serial number ready. For assistance, press one now. For out of warranty. Please have your device serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product paid support.
00:00
Speaker 1
Hi, I have a Spectrum set up with a switch from you, and the switch is not currently working when I connect it with the Ethernet. If I bypass the switch directly from Ethernet to the computer, it is working. It is kind of worn off, so I can provide you part of the number. Model number E-E-N-G-G-008-[silence]
01:00
Speaker 2
thank you for calling links ease this is Al can I help um okay can you provide me um the model number of the switch let me double check what's the model number?
01:00
Speaker 1
W as in water version 3 correct
02:00
Speaker 2
Okay. Now, let me just double check this one. So, that's E4 Echo, G4 George, zero zero eight, W thought for whiskey, version three. Okay. Let me just double check that one here. So, when your computer is connected to this switch, um, I'm
02:00
Speaker 1
Correct. [silence] And the, the switch blinking the lights are blinking. [silence] green every now. Now. So, like, and it's all of the lights, not just one of them. Okay. Yes. Okay.
03:00
Speaker 2
It's not working. But if you bypass, connect it directly to your gateway, you have internet with your computer? Okay. Let me just double check this. Ah yes, sorry. What color? Blinking green. Okay. Okay. Let me just double check this one here ma'am for a while. If it's fine with you, I'll put you on hold for two to three minutes maxim of five, then I'll be back with you real quick, okay? All right. This is the best callback number in case the call gets disconnected while the call is on hold. The one that ends in one seven nine nine. Thank you so much. Stay on the line, okay? Hello, ma'am. Ma'am. Hi, ma'm. Thank you so much for patient. Ma'am, thank you so much for patiently waiting on the line. So, we have to double check in there, flip exactly that you have the egg 008W. So, based here on our system, I since this one is an managed. So there is no configuration that's supposedly should be configured on the switch. So regarding with your issue, since it doesn't have any connection, whenever you're trying to connect it to your desktop, connected through your spectrum unit. But if you bypass, you have internet. So more likely for this one, possible it has it's already defective. So it's either a software or hardware issues. Since this one is actually part of our first generation devices and I've double check it. we actually no longer supported this unit since August 2, of 2022. So possible that's the reason it's software.
03:00
Speaker 1
Okay. Okay. Do you have any recommendations on how I can get one quickly? Okay. Okay. No, that's it. Thank you. Bye. [silence]
11:00
Speaker 2
all hardware already so you might so you might need to consider getting a new one that is much more updated. Mhmm. Well, as of now, we don't do direct sales on our end and we don't have any switch available yet. So, you can try other brands instead for switch. But as long as but as long as you can get um, unmanaged switch, so it will be just plug and play. So, that will be much more easier. All right. Okay. Anything else, ma'am? Okay. But thank you. You're welcome. Thank you as well for taking the time calling link uh links. Have a great day. Take care. Bye-bye.
11:00