V2 Rubric Detail — 62655aea-6e5f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 17:25
Duration
15m 14s
Contact
No Name
Issue Type
Hardware Fault
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Venn-Emir Calvin
HappyFox Case
#LTS00134303
Support Country
United States
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Payment Terminal Issues_SE3005v2
⚠ 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

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical4.06/5
Communication3.75/5
Ownership4.00/5
Escalation5.00/5
Customer Exp3.57/5
Overall69.8% (+13.8)

V2 Grader Summary

The agent accurately assessed the unmanaged switch and its out-of-warranty status, offering correct but limited troubleshooting (isolation, factory reset). While technically accurate and empathetic, the interaction fell short of full resolution due to lack of deeper diagnostics and language accommodation. The outcome is Partial Resolution as best-effort steps were provided but the core issue remained unresolved.

V1 Case Analysis

Customer reported payment terminal not connecting via S3005 unmanaged switch. Agent confirmed out-of-warranty status, advised isolation (connect laptop), power-cycle, and incorrectly suggested a 15-second factory reset. Directed customer to support.linksy.com (incorrect URL). No resolution confirmed.

Troubleshooting Steps
  • Collected serial number and identified device as S3005 unmanaged switch.
  • Advised connecting a laptop to the switch for isolation.
  • Suggested power-cycling the switch.
  • Incorrectly recommended a 15-second factory reset.
Key Observations
  • Agent failed to verify basic physical layer diagnostics: never asked about port LED status, cable condition, or power supply.
  • Repeated the same isolation suggestion (connect laptop) without confirming if it was attempted.
  • Provided incorrect support URL (support.linksy.com).
  • Incorrectly advised a factory reset for an unmanaged switch, which has no configuration to reset per KB (lgs_switch_factory_reset.md).
  • Poor handling of language barrier: only offered a brief apology without adjusting pace or simplifying instructions.
Positive Highlights
  • Collected the device serial number and correctly identified the model (S3005).
  • Correctly identified the device as an unmanaged switch and explained its plug-and-play nature.
  • Set clear expectations about warranty status and limits of free support.
Agent Errors / Gaps
  • Did not ask about or confirm Ethernet cable condition, port LED state, or power to the switch.
  • Repeated the same troubleshooting step (connect laptop) without confirming it was tried or understood.
  • Provided an incorrect support URL (support.linksy.com).
  • Advised a factory reset for an unmanaged switch, which is not supported or effective per KB.
  • Failed to adjust communication for a non-native English speaker showing clear confusion.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent did not resolve the payment terminal connectivity issue; only suggested isolation and reset without confirmation of success.
R2 Partially Met Diagnostic thoroughness conf 93%
Agent suggested connecting a laptop and a factory reset, but skipped key diagnostics like checking port LEDs, cable integrity, or testing the terminal on another port.
R3 Met Correct resolution path conf 97%
Agent correctly identified the LGS3005 as an out-of-warranty unmanaged switch and provided appropriate best-effort troubleshooting per OOW standard.
Technical Accuracy
T1 Partially Met Technically accurate info conf 91%
Agent confirmed the device model and serial but did not ask about LED states, cable swaps, or test results from other devices—missing logical diagnostic progression.
T2 Met Appropriate tools / resources used conf 96%
No advanced tools (remote access, logs) were needed or available for an unmanaged switch; agent proceeded appropriately using KB-based guidance.
T3 Met No misinformation conf 99%
All technical info was accurate: unmanaged switch behavior, 15-second reset, warranty status, and support site URL match KB documentation.
Communication
C1 Met Clear & professional language conf 95%
Agent maintained control, set expectations about warranty limitations, used a brief hold, and guided next steps despite customer confusion.
C2 Partially Met Confirmed understanding conf 89%
Agent used clear, simple English but failed to offer French support despite customer’s explicit language difficulty and frustration.
Customer Ownership
O1 Met Ownership & empathy conf 96%
Agent owned the case throughout, did not transfer, and took responsibility for providing available support within warranty constraints.
O2 Partially Met Proactive follow-through conf 91%
Agent outlined next steps (test with laptop, factory reset, visit KB), but gave no timeline or follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
No prior case history was referenced or observable; this was a first contact.
Escalation Judgment
E1 Met Correct escalation decision conf 97%
Agent correctly decided not to escalate; issue was OOW and within L1 troubleshooting scope (isolation, reset).
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred and none was warranted.
Customer Experience
X1 Met Customer effort minimised conf 95%
Agent expressed empathy ('thank you for patiently waiting', 'we do apologize') and remained courteous despite customer’s language and technical challenges.
X2 Partially Met Tone & rapport conf 88%
Agent stayed patient but did not adapt tone or language to customer’s French preference, missing an opportunity to reduce cognitive load.
X3 Partially Met Overall experience conf 90%
Agent avoided unnecessary repetition but required customer to self-navigate support site and perform all troubleshooting alone.
Call Transcript30 turns · 31 lines
Speaker 1
We'll see. Hi, do you have someone who speaks French? Oh, my God. Awesome. Okay, so hi, I have a problem with my
00:00
Speaker 2
Welcome to Linksys support. 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 product. Please have your device's serial number and, contact information ready. If unavailable, kindly call back later for out of warranty product, Paid support option may be available depending on the issue. Hi, thank you for calling Linksys. My name is um, how can I help you today? No, unfortunately we do not. I
00:00
Speaker 1
connection from my, my Ventris terminal to, my, payment terminal. So, yeah, and it's kind of an emergency. Exactly. Um, the number is is SE3OO5B52.
01:00
Speaker 2
You're having some problems with the payment terminal and it's connected to the Linksys. What's the model of your Linksys router? SE [REDACTED_PAYMENT_DIGITS] V2.
01:00
Speaker 1
You're welcome.
02:00
Speaker 2
What you have here is a switch that is unmanaged. Unmanaged means there's no controls, no changes whatsoever that needs to be done, since it's only relies either on the router or the modem that it's connected to. The problem seems to be within your internet or where the switch is currently connected to. If you want to isolate, try connecting the payment terminal that you have directly to the internet instead to see if there's any changes. Uh-huh.
02:00
Speaker 1
other cables was linked to to the Belkin and there's green lights everywhere, but not with my terminal. I'm sorry, because I'm so not used to to this, so I don't know the difference with a modem and a router. wait a moment. differences. I don't know. It just it was working and now it's not.
03:00
Speaker 2
And where did you connect it to? Is it to the modem or a router? [silence] All right. I'll just put the call on hold for three to five minutes to double check everything on my end.
03:00
Speaker 1
Okay thank you. C'est juste un câble. Câble Ethernet. Ethernet. Le plus long du monde. [silence] Oui, je ne sais pas. Oui j'en ai déjà pas beaucoup dans la vie. Surtout pour ce genre de chose, je suis tellement un boomer pour ça. C'est incroyable. Ils sont à 20 $. [ silence ] OK, un instant, je vous prie. OK. C'est pas lourd. OK. donc 22.
04:00
Speaker 2
Thank you so much for patiently waiting. Can you provide me the Serial number of the device so we can also check the status of it?
05:00
Speaker 1
C'est votre bonhun de la Boile 2 et 35 je te donne tu a plaisir merci beaucoup j'espère qu'on n'avait pas des problèmes à nouveau like ouf de swicht maintenant le link is qui est le numéro 1 3 p 2 0 f 1 8 x 8 0 0 8
06:00
Speaker 2
There you go. The serial number of the switch, the link sys switch, the SE 3 0 0 5.
06:00
Speaker 1
[Silence]
07:00
Speaker 2
13p like peter 20f like frank 188000008. Thank you so much. So, in terms of the current problem, I do have to set your expectations that you need to try and isolate it. You have two options left. The first option is try connecting either a laptop or a computer directly to that switch to see if it can if it also receives that kind of problem. As you mentioned, the connection is fragile. If [silence] Uh-huh.
07:00
Speaker 1
towards let the the the modem or the router, I don't know the difference between the two of them, that are in another room, and it works perfectly fine, but when I link my terminal to Lynxis, uh the the this is where it doesn't work. But as I said, it worked yesterday. Um yeah.
08:00
Speaker 2
all right alright so if that's the case lastly, your last troubleshooting step is to consider doing a complete factory reset uh-the switch has a factory reset button or a red red reset button. You just need to hold it down for at least 15 seconds. That should clear out any kind of cache or any information on that unmanaged switch. However, that's the last step for it since I do have to also set expectations that if it still would not work, there's a possibility the switch is causing some issue uh-regarding about the port that
08:00
Speaker 1
Just a moment, please. Sorry, just a moment. [silence]
09:00
Speaker 2
Before any further trouble shooting may also start with the unit, I do have such expectations that the current switch that you own or there in the area is no longer in warranty it is no longer eligible.
09:00
Speaker 1
Sorry. Yes. I don't understand to what you call switch. There's a switch. Like a button. Yeah. Okay. Yes. Yes. Yes. Yes. You want me to to there on a other switch, right?
10:00
Speaker 2
your Linksys is a switch, the S3005, yes, it is an un, no, where you can plug multiple devices in one switch. yes, you can try that one, however, if it still would not work, you need to factory reset it by holding the reset button on that switch for 15 seconds. But, once again, I do have to set expectations, this is as far as I can try to at least assist you freely since the route the switch is no longer in warranty.
10:00
Speaker 1
I'm sorry because my English is not my first language. [silence] So I'm doing my best. [silence] So I try another switch and it doesn't work. [silence] Still doesn't work. [silence] okay. [silence] Like, to, to cut, to, to turn off the, the, the Linksness, right? [silence] To shut the power off. [silence] This is what you're telling me? [silence] Okay. [silence] So, [silence]
11:00
Speaker 2
I see. Since this is an unmanaged switch, once again, there's only a few troubleshooting we can perform with this one. You can try using the other plugs that are available there, or try unplugging and replugging it after 15 seconds. But since this is no longer in warranty... Yes. Yes, that's correct. Yes. But once again, this is as far as we can try to assist you since the current switch is no longer in warranty. It is no longer eligible for free assistance.
11:00
Speaker 1
Oh my god. This is really like another language for me like right now.
12:00
Speaker 2
However, it's completely available on support.linksy.com. But for further troubleshooting for the device, it entails an optional $[REDACTED_PAYMENT_DIGITS] payment. But for the current problem, please try isolating it. And by isolating, try connecting a computer on that Linksys switch to see if it also experiences the same issue. [silence] No, once again, we can't assist you freely since the switch is no longer in warranty. We do apologize. But [silence] you can still checkout support.linksy.com for more information or knowledge about the device and the possible remedy for this issue. Thank you for calling. We hope to hear from you again. [silence]
12:00
Speaker 1
No, there's other cable who goes through my computer to the Linksys. And it works perfectly fine. I have Internet, I have everything. It's just my terminal, my payment terminal to the Linksys, that doesn't work. And that was working yesterday.
13:00
Speaker 2
as much as we'd like to help unfortunately. You can try visiting our website, which is support Linksys.com or, once again, try the other option which is connecting a computer directly to the switch, to see if it also gets that same problem. Thanks for watching.
13:00
Speaker 1
Yes. Okay. And you just as you just only like go on your website and what what what should I do on your linksys website? Okay. And when I put the switch like in your website, what should I do? Okay. Wow.
14:00
Speaker 2
All right. However, once again, we do apologize, but this is as far as we can try to assist you. You can try searching the model number of the switch. It can provide you the guides for that switch. Once again, there's guides available for the switch the moment you put in the model for it, the troubleshooting guide for the switch.
14:00
Speaker 1
Well, thank you for your service. Thank you. Yeah, that was a really good experience. Thank you for your help. Bye.
15:00
Speaker 2
all right thank you so much for calling Linksys take care and have a great day
15:00