V2 Rubric Detail — 111ef00e-64e3-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-10 15:43
Duration
33m 20s
Contact
Jeremy Charette
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Edgar Ian Mark Catulong
HappyFox Case
#PR00132843
Support Country
Other / Unmapped
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
Ticket subject: One LAPAC1300C Device not turning on

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication4.00/5
Protocol3.00/5
Efficiency3.00/5
Overall2.8/5

V2 Rubric Scores

Resolution1.56/5
Technical2.50/5
Communication2.50/5
Ownership5.00/5
Escalation2.50/5
Customer Exp2.50/5
Overall51.9% (-4.1)

V2 Grader Summary

The agent made partial progress by identifying symptoms, asking relevant diagnostic questions, and committing to follow up, but failed to resolve the issue or escalate formally. While ownership and basic communication were maintained, the lack of technical guidance, incomplete troubleshooting, and absence of a clear resolution path result in an unresolved outcome.

V1 Case Analysis

Customer reports LAPAC1300C AP powers on with brief purple LED flash then shuts off; not visible in cloud manager. Tested in alternate environment with same result. Agent confirmed EOL status, requested purchase receipt for warranty eligibility review, and scheduled callback for team recommendation.

Troubleshooting Steps
  • Confirmed AP is connected to a Linksys PoE switch.
  • Verified other APs on the same switch are functioning.
  • Discussed reset procedure while device is plugged in.
  • Confirmed issue persists in alternate environment with known-good unit.
  • Identified model as end-of-life and explained support limitations.
Key Observations
  • Agent correctly identified the product as end-of-life and set appropriate expectations.
  • Customer performed strong external diagnostics (environment swap with known-good unit), which the agent accepted and incorporated.
  • No serial number or warranty lookup was performed, but EOL status reduces urgency.
  • Call concluded with a scheduled callback rather than immediate resolution, but path forward was clear.
Positive Highlights
  • Agent acknowledged EOL status and managed customer expectations appropriately [transcript: 'this model is already or has reached end of life' at 25:00]
  • Accepted customer's cross-environment testing as valid diagnostic evidence [transcript: 04:00-07:00]
  • Set clear next steps by requesting purchase receipt and scheduling callback [transcript: 30:00-32:00]
  • Maintained professional tone and confirmed callback availability window [transcript: 31:00-32:00]
  • Correctly identified cloud manager as management platform and confirmed device absence from portal [transcript: 10:00-11:00]
Agent Errors / Gaps
  • Did not request or capture serial number for warranty verification or RMA eligibility [transcript: no mention of serial]
  • Did not guide customer through full factory reset procedure (e.g., 10-second press) or confirm exact reset method attempted [transcript: 'Have you tried to reset it while it's plugged to the switch?' at 19:00]
  • Did not verify power source with known-good PoE injector or adapter to rule out power delivery issues [transcript: only asked about type, not tested]
  • Did not confirm LED behavior per official documentation or KB for LAPAC1300C fault interpretation

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Agent did not resolve the issue, offer a replacement, or provide a concrete solution; only requested a receipt and promised a callback with no confirmed outcome.
R2 Partially Met Diagnostic thoroughness conf 85%
Agent asked about power source, PoE setup, other devices on the switch, and cloud manager status — relevant diagnostic questions — but did not guide customer through systematic steps like factory reset, cable swap, or PoE budget check.
R3 Partially Met Correct resolution path conf 80%
Agent identified the device may be end-of-life and suggested providing purchase proof for possible options, indicating awareness of product status; however, did not confirm warranty, offer best-effort troubleshooting, or clarify support limitations clearly.
Technical Accuracy
T1 Partially Met Technically accurate info conf 85%
Agent identified symptom (brief LED flash), asked about power source, isolation, and cloud visibility — logical diagnostic path — but did not determine root cause or narrow possibilities (e.g., faulty AP vs. PoE issue).
T2 Partially Met Appropriate tools / resources used conf 80%
Agent referenced the cloud manager portal (a valid tool) and asked if the device appeared there, showing appropriate use of available resources; however, did not attempt to access logs, verify PoE delivery, or suggest remote diagnostics despite the AP being cloud-managed.
T3 Partially Met No misinformation conf 85%
Agent correctly noted the LAPAC1300C may be end-of-life — factually accurate per product lifecycle — but provided no further technical guidance on troubleshooting or verification steps.
Communication
C1 Partially Met Clear & professional language conf 80%
Agent maintained basic call control by asking follow-up questions and setting a callback time, but failed to frame the interaction, set expectations, or guide the conversation efficiently; customer often led with tangential details.
C2 Partially Met Confirmed understanding conf 75%
Agent used mostly plain language and avoided excessive jargon; however, did not confirm understanding, adapt messaging to customer’s technical depth, or simplify complex concepts like PoE or cloud registration.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent owned the case, did not transfer, and committed to follow up after consulting the team — demonstrating responsibility and continuity.
O2 Met Proactive follow-through conf 95%
Agent established a clear next step (callback the next day around 10 a.m.) and confirmed the customer’s availability, setting realistic expectations.
O3 Not Applicable Closure confirmation conf 100%
This was the first contact on the issue; no prior case history or handoff occurred.
Escalation Judgment
E1 Partially Met Correct escalation decision conf 80%
Agent recognized the severity (non-functional AP) and indicated intent to consult the team for further options, suggesting a potential escalation path; however, did not formally escalate or confirm a valid trigger was met.
E2 Partially Met Escalation prep & handoff conf 75%
Agent communicated intent to seek recommendations and follow up, informing the customer of next steps; but did not specify escalation path, team, or reason, leaving execution incomplete.
Customer Experience
X1 Partially Met Customer effort minimised conf 80%
Agent remained polite and professional throughout, but offered no empathy, acknowledgment of frustration, or recognition of the customer’s effort in testing and troubleshooting.
X2 Partially Met Tone & rapport conf 75%
Agent matched the customer’s pace reasonably well and stayed engaged, but did not adjust tone or check comprehension; customer had to repeat and clarify multiple times.
X3 Partially Met Overall experience conf 75%
Agent avoided unnecessary repetition and allowed customer to provide information at their pace, but asked customer to locate receipt and re-verify environment details instead of offering alternative verification paths.
Call Transcript47 turns · 52 lines
Speaker 2
[slight background music] [silence] [muffled speech] [muffled speech] Welcome to linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. [music continues]
00:00
Speaker 1
[silence] Yes, hello. My name is Jeremy with Public Service Credit Union. I am responding to a call I got last night around 8:30. Um, unfortunately our end of business was uh, close at about 5:30. So I'm just able to get back now. Um, I have a ticket number when you're ready.
01:00
Speaker 2
All right, thank you for calling sinks sis. This is Mark. How can I help you? Yeah, what's the ticket number?
01:00
Speaker 1
Echo 00 132 843. [silence] Yep it is with it sounds like an SHLAC [silence] You are correct. [silence] Even though it is spelled PHLAC that is you are correct. [silence] Um yes that is and it is referring to [silence] this uh [silence] this uh Linksys LAPAC1300C. [silence] Is no longer functioning. [silence] Once it receives an.
02:00
Speaker 2
All right. Let me check. I have a ticket for Jeremy Charrett. Uh yeah. So it's just a day that this device is no longer powering on. [silence]
02:00
Speaker 1
There is a literal fraction of a second where it is a flash of the LED of a nondescript color and is immediately back to off and is non-functioning that whole time. It's not broadcasting. It's not anything. It's not visible in the web portal at all. It's completely non-functional. You want to text? Okay. Okay. Okay. [silence] Okay, we're not taking videos. [DOWNWEIGHT] Yes. Yes and we have a number of them, so it's that are in a similar environment. So it's I did test it with one that is currently of the same model and literally just unplugged it and did a swap and it does the same thing. So I did do the testing with a currently functioning model.
03:00
Speaker 2
this access point is or was working before
04:00
Speaker 1
Uh, yes, right, it, it, non disc, with a, with a non-descript and I even whatever it is, is a, so I, with testing it in the environment. Environmentment it was already in, you know, confirming that there was no issue further downwise or gray. I brought it to a separate environment in which we have the an active um an active, active device of the same model. And then I did a this unplugged and the current active working one plug in the one in question. And it is did the it repeated the same thing, a brief flash of a nondescript LED. And that is it. No response after that. It's nondescript. I it's I get if I had to, it's maybe like a whitish purple. But it's it it's closer to like if all of the different colors were broadcasting at the same time. But there's it's not really one particularly.
05:00
Speaker 2
Oh, what's the color of the LED, sir?
06:00
Speaker 1
I did verify and check within the manual to see if it was described accurately or was represented by any of the things in the documentation, and it appeared to be none of those colors. Um, because I went and checked error codes first. I d like I said, I fully I've plugged into a different and completely different environment with an active working of the same model. And the one that is the model that's working, um, when I unplugged it, I plugged in the
07:00
Speaker 2
Oh. Thanks.
07:00
Speaker 1
From the text provided, here is the transcribed audio, splitting between the two speakers:
08:00
Speaker 2
okay uh-huh did it came with the did it came with the power adapters or So, I said from being powered by uh Yeah [silence]
08:00
Speaker 1
It, trying to think if it did, because we've been, because we've used it via um PoE injector among other things to make sure it had adequate power. Um, I think it, I think I have, I think I tested that when we potentially, when I was at the original location, because I think that one is a little different. But I, but I've tested to make sure it had adequate power. And for, it just, is it, it fully turns off. And again, the LED is, well, God wood, could definitely confused me. Ooh, that is a great question. Let me, let me check. I used... This is through, when I log in through the cloud manager portal. That's how we, we'll view our active devices.
09:00
Speaker 2
On which platform did you connect this? Or is it under the Cisco business cloud? Or the linksys one under the cloud manager?
10:00
Speaker 1
TIFE. A device that that I had to go announce that it was no longer functioning properly. [silence]
11:00
Speaker 2
out manager dot linksys.com so on the portal does it show that it's I mean is it still on the list or okay huh sure [silence]
11:00
Speaker 1
Alright, um, it is currently plugged in. I'm currently refreshing to see if you know, anything comes back. But I'm not seeing anything and usually it's pretty, you know, immediate. Oh, and I did take another glance at the LED. The closest I would approximate it to is purple, but it is again there's a single fraction of a second flash. I guess it would be closer to purple. Um, and surely, it might be Netgear or it might be a POW injector. I am unsure, right here. Let me, uh, it is because it is currently in a server room. Let me go do a quick cable trace and I'll be right back to verify.
13:00
Speaker 2
The switch where this access point is plugged into is a link switch as well. [silence]
14:00
Speaker 1
[silence]
15:00
Speaker 2
I'd like to – Okay. And apparently there are other access points plugged into that switch.
15:00
Speaker 1
you know routed either through the building or uh go through a series of patch panels via PoE injectors, but at this current location, I think there we have four access points in particular, but that one is directly is directly into that switch with through a very short cable. I don't know if it I don't I did not see any down there in uh where I currently am, that that is the only one and the only access point coming from there directly.
16:00
Speaker 2
Or, uh, I think the question is, what other POE devices are plugged into that same switch? Or was it tried to isolate this access point, like it's the only device plugged into it?
16:00
Speaker 1
at the original location it was the only POH device. [silence] Any other POH devices are on a separate switch. [silence] that completely not even connected to the same network. [silence] and again, this all has very adequate power because this that is in our actual server network room. So, No, it's not a it's not on. Uh, like the device does not stay with a constant light. It is again the momentary flash of a per of the of a purple, but immediately is shut off. It does not broadcast any type of signal at all. And I it's I have not unplugged it and it still is not displaying anything.
17:00
Speaker 2
okay
18:00
Speaker 1
yes, that's original, yeah, I had done that at the, initial location as well to try to hit reset. there's no, existing, no reply.
19:00
Speaker 2
Have you tried to reset it while it's plugged to the switch? [silence]
19:00
Speaker 1
Correct. It's not even, right, it's not in the building. It's not detected via the cloud manager or anything.
20:00
Speaker 2
so the the assigned to this access point, it's no longer being detected by any of the devices in this building. Okay. [silence]
20:00
Speaker 1
Uh, that's a great question. This one was potentially through Dell. Potentially. Uh, potentially. We've had, we have several of these devices. Um. Yes, it is.
21:00
Speaker 2
Okay. Where did you get or where did you buy this Axis pointer? Gil.
21:00
Speaker 1
it, yeah, we have it is through Dell. I have the purchase date and the purchase order number, it appears. and the Dell purchase ID. last night. um, I got the one that was sent. I received an email at 824. [silence]
22:00
Speaker 2
OK. Did you receive the email that was sent to you by the technician who initially claimed the ticket the email?
22:00
Speaker 1
in regards Hall. Okay, let me, I can do that. All right, I did. I just pasted those details in her email. responding to that
23:00
Speaker 2
Yeah, that one. Yes. So, soon you receive that, uh, respond to that email with the receipt or the order details.
23:00
Speaker 1
was purchased through Dell, or I believe they. are the one who placed the potentially the order on our behalf.
24:00
Speaker 2
I think I just got it. Order number. Okay. So it's not from? I see. I thought it's a copy of, I see. You don't have the, what do you call this?
24:00
Speaker 1
dot purchase agreement, er, or like a receipt. Let me see if I can find that anywhere. Uh, let me see if I can find that. Hold on. one moment, Please.
25:00
Speaker 2
what about the summary here I see that this this model is already or has reached end of life we no longer manufacture this one and so if this unit is really defective we can no longer provide a replacement for it
25:00
Speaker 1
My apologies. Uh, it's with - obviously long as it go, I, I have to - we have to do some digging, but, uh, I'm still looking into it. Okay. [silence] [background conversation]
30:00
Speaker 2
Okay. Well, actually, sir, with this kind of issue, I may have to ask for the recommendation from the team on what we can further do with the situation while I'm taking my time. You can also take your time to look for the receipt, which would show the amount you paid for this unit, so that we can
30:00
Speaker 1
Okay. Okay, um, yeah, because right now I, I think I just got forwarded some of this but I will look through and see what, I can find. I'm typically out of the, uh, usually leaving the office, um, by 6: 00 PM, uh, Eastern. is typically the, uh, time when I'm no longer in office. [silence]
31:00
Speaker 2
the next time we call you back, we can discuss other options. except from replacement. all right, all right, all right, Sir. Well, uh that's all I need for now. Um, by the way. can we call you anytime or is there a certain time that Yeah.
31:00
Speaker 1
but I'm here, uh, each weekday. And then, uh, I will be in the office typically, uh, around 9:00 a.m. is when I am back in the office. Monday through Friday. Right now it is, uh, 12:15. Awesome. Uh, you said 10:00 a.m.? Uh, okay, that's I or, no, 9:00 a.m. of my time is also fine. But either one works. Yeah.
32:00
Speaker 2
What time is it? Got it, but what, what time is it exactly right now? On your end? 1250. That is noted, sir. So, the earliest time we can call you is maybe 10am 10.00 AM on your time. Okay. Alright. Okay, sure. I'll ask for recommendations first.
32:00
Speaker 1
amazing thank you very much bye bye
33:00
Speaker 2
then I call you back. You're very much welcome. Bye for now, sir. All right.
33:00