V2 Rubric Detail — b04079c6-7f89-11f1-a…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 13:41
Duration
14m 13s
Contact
732-747-6110
Issue Type
Hardware Fault
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
John Clark Labadan
HappyFox Case
#TE00137058
Support Country
Other / Unmapped
Product Family
SMB PRODUCTS
CSAT
—
Sentiment Trajectory
—
Ticket subject: LGS116P_PoE is not working
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 too-garbled-to-score segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution3.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall3.0/5

V2 Rubric Scores

Resolution0.00/5
Technical0.00/5
Communication1.25/5
Ownership0.00/5
EscalationN/A
Customer Exp1.79/5
Overall8.1% (-51.9)

V2 Grader Summary

The agent failed to resolve the issue and provided materially incorrect technical information, claiming the PoE switch was unmanaged and lacked a GUI or reset button, which contradicts the LGS managed switch KB. No meaningful troubleshooting was performed, and the customer was dismissed based on warranty status, violating the best-effort OOW standard.

V1 Case Analysis

PoE switch not powering devices; hardware fault identified, warranty expired, advised replacement. Model/serial not collected.

Troubleshooting Steps
  • Confirmed PoE failure across all ports by observing LED behavior and lack of power to phones.
  • Verified phones work with external PoE injector, isolating the issue to the switch.
  • Performed warranty lookup via serial number, confirming expiration.
  • Confirmed switch is unmanaged with no GUI or reset button.
Key Observations
  • Agent correctly identified PoE behavior and that the switch is likely hardware-failed.
  • Warranty lookup was performed and communicated clearly.
  • Agent did not collect the exact model number or serial number from the customer.
  • Agent did not verify power source or check for overload symptoms (e.g., solid amber LED), which are standard steps per KB.
  • Agent accurately described the unmanaged nature of the switch and lack of GUI/reset capability.
Positive Highlights
  • Correctly explained PoE LED behavior during boot and normal operation.
  • Accurately determined the switch is unmanaged with no GUI or firmware update capability.
  • Honest and straightforward recommendation given the out-of-warranty status.
  • Confirmed the issue is isolated to the switch by verifying phones work with external injector.
Agent Errors / Gaps
  • Did not ask for or record the product model number, which is a protocol gap for hardware fault calls.
  • Did not verify the power adapter or wall outlet, a basic step per universal_hardware_fault.md and lgs_switch_connection_troubleshooting.md.
  • Did not check for overload symptoms such as a solid amber LED, which would indicate PoE budget exceeded (per lgs_switch_poe_management.md and lgs_switch_connection_troubleshooting.md).
  • Repeated filler phrases ('uh', 'mm-hmm', 'yeah') and did not maintain tight call control, leading to lower efficiency.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded with no resolution path, stating device is out of warranty and 'there's not something I can do' — no troubleshooting, RMA, or escalation offered.
R2 Not Met Diagnostic thoroughness conf 96%
Agent performed only a warranty check and stated the switch is unmanaged; no systematic PoE troubleshooting (power budget, port enable, cable test, reset) was done.
R3 Not Met Correct resolution path conf 95%
Agent dismissed case solely due to warranty status without attempting best-effort troubleshooting for an OOW device — violates OOW standard requiring real diagnostic effort.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent failed to identify symptoms systematically; asked only about purchase date and warranty, not power delivery, port status, or configuration.
T2 Not Met Appropriate tools / resources used conf 94%
Agent claimed switch has no GUI or reset button — incorrect per KB; failed to recommend factory reset or web UI access, which are appropriate tools for PoE diagnostics.
T3 Not Met No misinformation conf 97%
Agent incorrectly stated the switch is unmanaged, has no reset button, and no firmware updates — contradicts KB for LGS310MPC and similar PoE+ models which feature a Web UI (192.168.1.251) and physical reset buttons.
Communication
C1 Not Met Clear & professional language conf 93%
Agent provided no structure, agenda, or control; allowed customer to repeat information multiple times without guiding flow or setting expectations.
C2 Partially Met Confirmed understanding conf 85%
Agent used simple confirmations ('uh huh', 'I see sir') but did not adapt explanations or check understanding of technical concepts like PoE isolation.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent abandoned ownership after warranty check — offered no follow-up, alternative solutions, or commitment to assist further.
O2 Not Met Proactive follow-through conf 96%
No clear next steps provided beyond 'you can still use it for data' — no timeline, action plan, or follow-up commitment.
O3 Not Applicable Closure confirmation conf 90%
No indication of prior contact or case history referenced; appears to be first interaction on this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 92%
No escalation occurred and none was warranted since agent did not identify a valid trigger requiring escalation.
E2 Not Applicable Escalation prep & handoff conf 92%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 88%
Agent was polite but did not acknowledge customer’s frustration over sudden failure or repeated testing efforts — empathy was generic, not specific.
X2 Partially Met Tone & rapport conf 84%
Agent maintained neutral tone but did not adjust pace or depth to customer’s technical probing; missed opportunities to clarify or confirm understanding.
X3 Not Met Overall experience conf 95%
Customer repeated same details about phone functionality and cable tests multiple times due to agent’s lack of synthesis or note-taking.
Call Transcript28 turns · 28 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. Hi. Good morning. Uh, this is Clark from Linksys. I'm calling regarding the ticket that was actually escalated to our department regarding with your Linksys switch. Yeah. Are you available right now to talk regarding on this one? Okay. All right. Thank you so much. So, All right, sure. Sure. Thank you so much for that. That's right.
00:00
Speaker 2
Yes, hello, hello. This is rich. Good morning. Okay. That's, that that's right. It's a POE switch. That's right. Yep, yep, yep, I do. I yep. Of course. Yes, no problem. So I don't know, I don't know, I don't, I don't know, I don't know if you reviewed the notes are in there. I'll I'll but I'll go over with you what it is. So do you want me to? So, so based so, yep, so basically it's it's a 16-port switch, which you, you have the model number, right? And it's an 8-port POE on it. And rough, roughly two weeks ago, uh, we moved our, our
00:00
Speaker 1
Mhm.
01:00
Speaker 2
Office stand. I mean, I don't know if it's relevant or not, but we moved our office and when I brought it back here, when I went to connect it, it didn't work. And I don't know if there's any causal effect. I don't think there should be, but just kind of letting it was working, number one. So when I plug the unit in, the uh oh a LED orange light comes on briefly and all the power over e ports turn green briefly and turn off. So that's that. And then when I plug if I plug in any normal device and any of the 16, I'll get a link light and it works. So as far as that, you know, position is concerned. I'm getting data in and out. I'm just not I'm not getting any power over ethernet output on it. So I went over cuz we're using this for our phones. So what I did here is uh oh, so when I plug the phone into the device, I get nothing. The phone doesn't turn on or anything. So I have another power over ethernet injector, a single device that I use for other
01:00
Speaker 1
uh huh. Um. Uh, no, sir. Because, um, if you're gonna connect a, a non-PoE device to the PoE switch, uh, PoE port, I'm sorry. Uh, only the...
02:00
Speaker 2
um, so I plugged that in, plugged into my phone, and it's no problem. It powers up my my phone. Plus, what I'm talking about on here is I'm using the same thing, same on one of our phones and using that PoE injector in it. So, um so the phone works, the cable works, I tried all the ports, no difference. Um, it's just not. Do do you know if the function normally is that, uh, when you plug it in the ports in the beginning, if you plug any device that is a POE device when you plug it into it, only only that LED will turn on and it'll power the device. It doesn't turn all, it doesn't turn all the port POE lights on, right? They don't they don't go on natively.
02:00
Speaker 1
data will allow for that. that's actually correct. yes yes that's actually right so it will the all the leads will turn on and then after that it will turn off since again that's a Bluetooth process on the switch itself so right now sure none of your telephones is connected to the eight four switch is that correct ok.
03:00
Speaker 2
Yeah. Okay. Okay. So the LED is individual. So the POE led that's on the top, the green one, only comes up if it sees the POE device and it's actually powering it. Right. Normal switch, it won't do it or any other device that won't do it. Okay. So but that's so but is it normal also when you power up the unit that the all the LEDs flash on and then they go off? Is that a normal boot process? Do you know? That's right. Okay. Yeah, that's right. I have it in front of me. It's just the port. There's nothing connected to it. So all I've been doing is testing individual LEDs by connecting up devices, and that particular one for POE power. And occasionally it will flash on when other devices are connected. Does that mean that it's trying to do POE? Yeah.
03:00
Speaker 1
No light. Also, is that correct? mm-hmm. Um, even though one... Okay. Even though trying only one, um, phone connecting to the PoE ports, right? Still not working. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. That's actually right. So, probably there's really now something's probably wrong with the switch. Uh, may-[be]- I asked her, when did you purchase the switch, by the way?
04:00
Speaker 2
I have a phone here and I just plugged it into it and it doesn't work. And then I same phone I take the Yeah, there's no LED. There's no PoE LED and there's no power to the phone. Okay, and I tried all of them. I tried all of them. That's right. Only one. That's right. That's right. Yeah, yeah. I'm not I'm not overloading it cuz I don't know also what its function when it overloads, will it turn them all off? And it but then the the maximum PoE yellow light should come on, right? Right. Right. So that'll come on and it'll I don't have receipt for this. It's it's been I don't I don't think it's over five years, but uh I was looking at
04:00
Speaker 1
Yeah, because based on our our, based on our system using the serial number on the unit it shows that the device was purchased here 2018. Okay. Yeah. And then the device actually runs a five year hardware warranty. The device approaches on 2018 and since it has a five years hardware warranty so that does warranty of the device already expired? Yeah. So we can no longer Oh no, because it's just like a pass through. So it's an unmanaged. It doesn't have like a GUI that we can access and do some upgrade.
05:00
Speaker 2
get the warranty on it but uh it's not a recent it's not a recent for sure. Yeah. Yeah. 2018. Is that possible? I don't I don't think so. I don't I don't keep track of it. I'm just, you know, an employee here. I don't I don't have. Yeah, that's eight years. Yeah. Okay. Okay. So obviously too, there's obviously, there's no yeah, there's no firmware updates. There's no tools. There's no way to get in there and update any firmware on it. Okay. It's an unmanaged.
05:00
Speaker 1
Yeah, it doesn't have the reset button also. Yeah, probably, sir, since that's actually correct. Since you mentioned already that those phones are working fine on this, and then after like two weeks over, um, when connecting those phones on the POU ports of the switch, those phones are not working. However, when using a POU inject or the phone is working, um, isolation, uh, on the unit, uh, you already isolated the issue, and it's not an issue with the phone since again the phone is working using like a [silence]
06:00
Speaker 2
Hmm. I'm just puzzled why it's not working. That's what I'm saying. It was working two weeks ago, and now it's not working. So there's no way to reset it. That's what's so strange about it. I mean, it's not like it, I was using the phones two weeks ago. Yeah, there's no other, so there has to be some type of internal hardware failure. Is that kind of what it is? Yeah. That's right.
06:00
Speaker 1
We injector and then why it's connected to the POE port of the switch is not. So, it seems that there is like the POE, uh it's not providing a power anymore to any POE devices when you're gonna connect it to the POE uh port. Yeah, there's none.
07:00
Speaker 2
yeah. So obviously there's no internal fuses or anything. I mean, that kind of thing, right? I don't know how that. Normally, it would normally there. Yeah. Normally there'd be some kind of current limiting circuit and so even if a device was that was plugged into it was defective or something. I didn't do that. I mean, I was only using one phone when I got here and uh going from but going from uh you know, uh a drop to my office to plugging it into that and plugging it in uh to a phone into it. I didn't get it right off the bat and was like, it wasn't like I plugged all the phones into it and and tried all of them at one time. It was just one testing one of them when I first
07:00
Speaker 1
I see sir right away mm-hmm mm-hmm there's like a possibility in that one sure mm-hmm mm-hmm mm-hmm that's right
08:00
Speaker 2
[silence] brought it in. So, uh it didn't work right up right immediately. So it's cuz I was the only you know, I mean, let's say hypothetically the drop, uh the network drop was not wired properly. Um could cuz that I mean what I don't know what it would normally do. It couldn't internally damage it, right? I mean, I don't know. Yeah. So I did just letting you know too, as I did a normal network cable test from end to end and it shows all all eight wires are there. It doesn't say it's mismatched or crossed or anything like that. I tested that before even connected anything in the system just to verify my jack was active. So, I mean, I did that initially, right? So just connecting from the the the the rack, the patch panel itself to my office. I did a connect end to end and there was no crossed. There was no missing. There's no, you know, anything like that end in the bit. But but even so, even if it was,
08:00
Speaker 1
yes sir that's actually correct. I'm sorry sir? uh-huh. yeah. uh-huh. I think I think it would not work because uh if you're gonna connect like a P-huh uh if you're gonna connect like a P-uh injector it won't work because the P-uh injector needs still to be powered on right in order for like you need to plug that one in a socket in order for the P-uh to provide like a power. but if you're gonna connect it to like a P-uh switch which is
09:00
Speaker 2
But what happens, I mean, and I didn't do this, but what happens if you put a POE into a POE? So if you plugged up, if you put it, you know, like I had the injector, right? So if you put the output of the injector into your your POE, what would happen there? Would it not work? What would it, what would happen? [silence]
09:00
Speaker 1
It's still the same, it won't provide power to the injector uh to the injector at all. Because the other and um I think it won't work still there. if you're gonna connect like injector. Mhm. Mhm. Mhm. Yeah, I see. I think it won't if if you're gonna do that, if you try that or something like that, I think it won't. I think it won't damage tail. It won't damage if that kind of setup was done. Um I'm curios if you're gonna try that, like mixing the power and ground to see if like doing that in the common setup.
10:00
Speaker 2
No, but I'm saying, what, but what happens if they're both powered? So it's, so, so the, yeah, I mean, accidentally if you do that, you know, kind of thing, you didn't realize that this device, uh, was another power equipment, uh, the power equipment on our network, and we accidentally plugged it into your switch, right? To manage using everything under one switch. I'm just trying to think here, uh, what else could cause the the all the ports to fail? It's not even just one they all failed. Right? So it was which is just so I'm not, I'm not, I'm not, I'm not, I'm not gonna try it. I'm just trying to envision something that
10:00
Speaker 1
like connecting like a POE to the POE. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. alright Mm-hmm. yeah. there's no. It's just really like a pass through, like an unmanaged switch, it doesn't have any. [silence]
11:00
Speaker 2
[KEEP_UNCERTAIN] Yeah, so the only thing I'm probably, yeah, so I think my next test right now, which I was thinking about is I might put the injector, just to test it from the injector from our patch panel to my office here, to simulate the whole thing. I I'm not doing that. I'm doing the injector right here at the end, right? So I'm doing it right in my office. So out of my office into the injector and the injector into the phone. I'm not doing it, you know, from our patch panel into there and all the way over to here. So, I mean, it's only a 15 watt anyway. I'm not even sure. I'm assuming it could handle one device, but I mean, this your device is is an 80 watt device. So. But mine is uh, it's only a 15 watt injector for like a single device. So anyway, but the only thing you're saying is there's no real, there's no checking, there's no damage, there's no fuses. Uh, there's no firmware, there's nothing. And it's right and there's no fuse and it's.
11:00
Speaker 1
[KEEP_UNCERTAIN] Yeah. Special configuration on it? Yeah. Um, yeah, it doesn't have like a rack, just a wall. Yeah. Yep. That's actually correct. Yeah, it doesn't have it doesn't have one. Yeah. This unit is only for wall, um, sir, uh, sir, uh, we. Yep.
12:00
Speaker 2
okay okay and then uh... I'm also curious I don't remember we didn't use a rack mounted but do you know if this device if I buy does it come with a rack mount uh bracket or is it only a wall mount bracket Well some of them have the extra little they put to the side you know you add little little little metal brackets to the left and the right and then you can mount it but it does this one does not come with that yeah for some reason I thought I thought I saw that originally when I looked at the the product when I looked it up previously and I thought it said includes you know um rack mount bracket I just uh uh or on a shelf or or on or on a little or on a little
12:00
Speaker 1
enter in a shall, yes. Yep, that's right. All right. That's right. All right. All right, thank you. That's right. That's right. As long as as long as the data is say is still coming. So you can still use that one. All right. Thank you so much for answering this call. Um, Sharie. Again, this is Quark from linksys. Have a good one. Take care and goodbye. Bye-bye.
13:00
Speaker 2
[HUMAN_REVIEW] oh, yeah. A little aromatic, on a little shelf. I got it. Okay. All right. So, you're, it's outside of warranty. There's not something I can do to get it repaired. It's probably not worth getting repaired anyway. I mean, the price, I'm looking at some of the prices right now, it's only like $80, I think, for the, I'm seeing retail. So, it's not, it's not worth attempting to do that. Okay. All right. Well, I appreciate your time. There's not really much I can still use it as a, yeah, rock mount, a shelf, a little rock mount, an aroma-shelf, an aroma, right, is it. Rock mount, it should be possible. Okay. Okay. All right. Okay. Okay. You too. Thank you. You too. All right. Bye bye. Bye bye.
13:00