V2 Rubric Detail — 8cf145da-7f85-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 13:11
Duration
15m 21s
Contact
732-747-6110
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Charmaigne Awitan
HappyFox Case
#TE00137058
Support Country
United States
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LGS116P_PoE is not working

V1 Rubric Scores

Resolution2.00/5
Accuracy1.00/5
Communication3.00/5
Protocol2.00/5
Efficiency1.00/5
Overall1.5/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication3.75/5
Ownership3.50/5
Escalation5.00/5
Customer Exp3.93/5
Overall39.6% (+9.6)

V2 Grader Summary

The agent fundamentally misidentified the LGS310MPC as an unmanaged device, which is directly contradicted by the KB (lgs_switch_poe_management.md). This error led the agent to skip all required technical diagnostics, including web UI access and power budget verification, resulting in an unresolved case that was escalated without any L1 troubleshooting.

V1 Case Analysis

Customer reports PoE ports on LGS116P not powering devices after office relocation. Confirmed data connectivity works and PoE injector functions with same cable/device. Agent incorrectly identified switch as unmanaged, performed no PoE troubleshooting, and escalated to Level 2 with ticket.

Troubleshooting Steps
  • Confirmed data connectivity is functional (system LED on).
  • Customer confirmed PoE injector works with same cable and device.
  • Agent observed PoE LED behavior (amber blink on boot, then off).
Key Observations
  • Agent incorrectly described the LGS116P as an unmanaged device, contradicting KB documentation which confirms it is a managed PoE switch with configurable settings.
  • No PoE-specific troubleshooting was performed (e.g., checking port enable state, power budget, or factory reset) as required by the PoE KB.
  • Extended hold time (4 minutes) with an unrelated comment about 'hacked messages' indicates poor call control and inefficiency.
  • Agent failed to verify firmware version or suggest a factory reset, both standard steps for unresponsive managed switches.
  • Customer provided clear diagnostic evidence (working PoE injector) that was not leveraged to rule out cable/device issues.
Positive Highlights
  • Collected complete customer contact information (name, phone, email) as required for ticket creation.
  • Maintained a polite and professional tone throughout the call.
  • Correctly escalated the case to Level 2 and set expectations for follow-up timing.
Agent Errors / Gaps
  • Misidentified the LGS116P as an unmanaged device (transcript 06:00–08:00); per KB, it is a managed switch with PoE configuration capabilities.
  • Failed to perform any steps from the PoE troubleshooting KB, including checking port enable state or power budget.
  • Did not suggest or guide the customer through a factory reset, which is a standard diagnostic step for unresponsive managed switches.
  • Placed the call on hold for 4 minutes (07:00–11:00) and made an unrelated comment about 'hacked messages', indicating poor focus and inefficiency.
  • Did not verify the switch's firmware version or suggest a firmware update as a potential fix.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
No resolution achieved; issue was escalated without any troubleshooting or confirmation of root cause.
R2 Not Met Diagnostic thoroughness conf 97%
Agent did not perform any diagnostic steps (e.g., check power budget, access web UI, verify PoE settings) despite clear symptoms pointing to a managed switch issue.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly identified the LGS310MPC as an unmanaged plug-and-play device, which is factually wrong per KB; this misclassification led to abandonment of proper troubleshooting path.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to ask relevant diagnostic questions (e.g., about power budget, web UI access, port configuration) and did not follow logical sequence to isolate cause.
T2 Not Met Appropriate tools / resources used conf 94%
No use of required tools (e.g., web interface to check PoE status, power budget, or port settings) even though the device is managed and such tools are necessary per lgs_switch_poe_management.md.
T3 Not Met No misinformation conf 95%
Agent stated 'This router is an unmanaged device' — contradicted by lgs_switch_poe_management.md which explicitly lists LGS310MPC as a 'Managed Switch'.
Communication
C1 Partially Met Clear & professional language conf 90%
Agent introduced themselves and maintained call control but allowed long silences, provided no framing for hold, and failed to guide interaction toward resolution.
C2 Met Confirmed understanding conf 92%
Agent used clear, simple language, confirmed customer details, and adapted communication style to gather necessary information.
Customer Ownership
O1 Partially Met Ownership & empathy conf 90%
Agent stayed on the call and created a ticket but escalated without attempting basic troubleshooting steps available for a managed switch.
O2 Met Proactive follow-through conf 96%
Agent set clear next step: 'expect a call from them... within one to three hours' and collected contact details for follow-up.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior case history to reference or maintain continuity with.
Escalation Judgment
E1 Met Correct escalation decision conf 93%
Escalation to Level 2 was appropriate given the agent’s inability to proceed, but only after minimal effort — still valid due to technical complexity and misidentification.
E2 Met Escalation prep & handoff conf 96%
Collected full customer info (name, email, phone), explained ticket creation, and gave expected callback window.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent offered brief apologies but did not acknowledge customer's effort in testing cables/devices or frustration over office move impacting operations.
X2 Met Tone & rapport conf 92%
Maintained calm, polite tone throughout and matched customer’s pace without rushing or over-explaining.
X3 Met Overall experience conf 93%
Did not require repetition of information; gathered all needed data in one pass and avoided unnecessary steps for the customer.
Call Transcript24 turns · 26 lines
Speaker 1
uh yes, uh, I have an issue with my uh, lynps, its Poe. Um, it's a it's a router POW, I'm sorry. It's just a switch POE. Um, it worked, but then we moved our office from one place to the other and now it doesn't seem to be outputting any voltage. The link looks like it's okay. I can communicate, but there's no uh voltage coming out. Um, when when I power it up, it does it does blink at me. I give you a model number and a serial number, but it it does blink the uh
00:00
Speaker 2
Welcome to linksys support. To ensure quality service, your call may be monitored. Certain products will be supported, while end of support products will have self-help options available. Please have your serial number ready and stay on the line for assistance. Hello, thanks for calling linksys technical support. This is charm. How can I assist you today? [silence] Hello.
00:00
Speaker 1
The PoE power LED lights, and then it goes out. But when I plug any device into it, it doesn't power anything. I just don't know if there's something I have to check or a firmware update or something like this. So, model number is L G S is SAM 116 P is in PETER. And the serial number is 13 Victor 10 charlie 958 23703. It's a 16, 16 port 8 port PoE. And also just to let you know, I mean I have another, you know, we we have other independents.
01:00
Speaker 2
Oh, I don't. I see, I apologize for that interruption, but yeah, no worries, let me assist you with this concern. Can you provide the model number and the serial number of your Linksys router? Got it. Alright. [silence]
01:00
Speaker 1
Poe injectors, just a little single device one and I plug it into the same thing and it works no problem. So, same cable, same everything, and it just plugs in and it works. So, it's not the cable or the device I'm trying to plug into it. And I tried all the ports and they're all the same. [silence] It seems like there there's a link there. It was working before our phone. I I use this for our phone system. So it injects it sends our data to our P P O uh, uh, voice over IP phones and I was instead of having power supplies, I just put a P O E on here. So we had extensions and it was working. It seemed to be working at least, you know, before we moved our office and now for some reason it's doing this. Now, I don't know. Now, I mean, I'm I'm also a.
02:00
Speaker 2
I, I see. All right. I apologize you're here. So it happens when you relocate your business, right? Uh-huh.
02:00
Speaker 1
I don't have any devices, I have it in front of me. I have no devices plugged into it except for one phone that I'm testing. So there's no other devices connected to it, no over loads, that kind of thing. So, but as I say, I don't know what the normal function is. When it boots, it does blink, you know, come up and and all the lights light up. So, the PoE, uh, it says PoE max LED comes light on and then on each one of the ports blinks and then it goes out when I boot it, when I boot it. But that's the only indicator. Yeah. So right now if I plug it in, the the system blue light comes on, then a an amber uh light with the PoE and all the ports turns on,
03:00
Speaker 2
[silence] Mhm. Right, so when you um, when you plug it in, it turns on [silence] then there are lights um, on the ports, but after that it will just come off. Is that correct? [silence] Mhm.
03:00
Speaker 1
I turn it off and it just sits there like that. So there's no no lights. Now, I don't know, I don't remember in the past if the Poe is always on, those lights are always on or it only turns on when you plug a device into it, like per port. Do you know if uh, you know, the LED for the Poe, it's it's a separate LED for it. If that turns on they're on all the time on all the ports and you just plug something in or when you plug something into it, the LED comes on and says, oh, I'm outputting power to the to that device.
04:00
Speaker 2
mhm. Mhm. I see that. Let me double check the 192 cords, sir, and all right, one moment here. All right, and you already tried to plug in other devices on that PA, but it's not working, or on
04:00
Speaker 1
well I have no output so there's no output to my phone so as I say, I have I've tried multiple phones, I have a phone in front of me. I have I have an independent uh POE injector just a one port one and I plug it in using the same cable, going to the same device and it turns on no problem and the phone I'm talking on I'm actually doing the same thing. So I have another POE uh that I'm using just to power the phone. So so I've tried multiple devices, multiple cables, multiple ports and all have the same same output same, you know, result or error. I just don't know, also I saw in there that when it's maxed out, does it normally say come on the LED comes on and it's maxed or um it won't come on at all? You know what I'm saying? if for some reason
05:00
Speaker 2
All right.
05:00
Speaker 1
um, it didn't like the the device. I don't know I don't know the actual function of it if if like I said, if it's a non PoE device and you plug it into that part of the switch will it the LED for PoE does not come on. I don't know if that's the normal function. Or or when you plug a device in, that it's a PoE device, it'll turn LED on for that port. Only. The it's um. But you're saying only that one single port that I plugged it into the LED for the PoE will come on for only that that port. Not for all of them. like the not all all let.
06:00
Speaker 2
It will turn the LED sir and also this switch that you have. It's just a plug and play. When you plug it in then it will automatically access or the switch will go find or will work. I see it.
06:00
Speaker 1
No, no, I'm not saying any of them. They're not working. I'm saying that should it should should I be seeing when I powered up all the ports that are uh POE ports light up sitting there saying I'm available to use or it only should light up when I plug in a POE device into it and that port will turn green. Okay. Yeah, yeah, yeah. And do you know if there's any way to update firm in these? I'm just just as there a tool or anything to to check the firmware and uh or anything like that. Do you know if there is? Or it's all built in the device and you can't you don't have access to it on the firmware.
07:00
Speaker 2
All right, so only the port number four is working. Okay. Mm-hmm. Oh, I see. Mm-hm. Yeah, it should uh... it should turn on when you plug in um... any device. But let me take a look at here, sir. um... Is it okay, sir, if I put this on the for about three to five minutes? I just need to pull up some resources. Mm. Hm. Mhm. um... For this one, This router is an unmanaged device. It means that it's just plug-and-play switch, but let me double check, okay? So, I will put this on hold, and let me double-check the details here. All right. [silence]
07:00
Speaker 1
Yes hello okay no no that's okay [ silence ] Yep, when they're available and another note you can put in there. I just want to make sure that I when I plug in uh actual uh data, uh either a PC or another router when I plug it in, I'm getting act-- I get the LED to come on. So, not a PoE but it's a data link, right? So, I'm getting a data link on all of them no problem with that, right? So, the the switching, it looks like the switching part, the data in, data out, that kind of thing is all functioning properly and and I get the blue power light on here. So, the only function I'm not getting correctly is the PoE to-- oh, there's no output, right? So, I don't know if that would be helpful. And plus, like I mentioned, if you you note in there that when I powered up it will blink uh a yellow on the PoE. I think-- I don't know if the yellow means I think that it's maxed or that's a uh a normal function color. Do you know if the-- the
11:00
Speaker 2
so it looks like some of the comments getting sent to the clerk already yeah we're getting like hacked or something I don't know all right Move on to the next one.
12:00
Speaker 1
the P, O. E. light on the left. uh, only comes on when it's maxed or it comes on when any port is lit, any any port is being used if you know what I'm saying so I don't know maybe maybe it maybe it's just checking the L. E. D. function, it's not actually checking the the actual P. O. E. function. It's just blinking it to say all the L. E. D. is are good. Uh, maybe. Um, you know it's kind of checking itself when you boot it when you when you plug it in and it boots up. So, okay, all right. I'll yeah, yeah. So, uh, it's Rich, R I C H. Last name's Bouton, B O U T O N.
13:00
Speaker 2
Okay. Okay. I see. All right. So, yes, I take now all of that information that you provided to me so that our level two team will track the details with the ticket. And also, sir, can you provide your first and last name and also your email address for me to create a record for you?
13:00
Speaker 1
and the email address is rich at pou SCH LLC.com. So puscharlieharryLLC.com. And obviously you'll send me maybe a confirmation email saying we've opened a ticket. Is that what I'll see? Okay. Seven six, one, one, one, zero. That's a good number. Yes, that's a good number. So right now I won't get an email saying, hey, you know, I've contacted you, we've opened a ticket. And we'll get back to you or it's only I'll hear if they can't contact me for some reason. They'll send me.
14:00
Speaker 2
But yeah, what that means. If they cannot contact you then they will send you an email with your preferred call back time. So your best phone number is 7327476110. Is that correct?
14:00
Speaker 1
Okay. All right. Sounds good. All right. Appreciate it. All right. Thank you. Okay. Um, okay. No problem. Okay. No problem. Thank you. Appreciate it. All right. Bye.
15:00
Speaker 2
I will send you an email. All right. Okay. So expect a call from them. All right. It's an hour to two, up to three hours. Okay. Thank you so much also, sir. Have a good one. Bye.
15:00