V2 Rubric Detail — a6636bda-6e58-11f1-9…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-06-22 16:37
Duration
12m 14s
Contact
Colton Reddish
Issue Type
Internet/WAN Setup
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Regin Magnetico
HappyFox Case
#LTS00134290
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Wishes to assign a Static IP address.
⚠ Auto-Zero applied: Agent engaged in Avoidance/Evasion (B) by refusing live support due to warranty status and redirecting to a paid option, despite the OOW best-effort standard requiring genuine troubleshooting for setup and connectivity issues.

V1 Rubric Scores

Resolution1.00/5
Accuracy1.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall1.4/5

V2 Rubric Scores

Resolution0.00/5
Technical0.94/5
Communication0.00/5
Ownership0.00/5
EscalationN/A
Customer Exp0.00/5
Overall0.0% (-28.0)

V2 Grader Summary

The agent failed to resolve the customer’s inability to access the router or configure static WAN IP. Instead of conducting proper diagnostics, they misidentified the issue, cited out-of-warranty status to avoid assistance, and directed the customer to paid support. This constitutes a critical failure due to evasion of support obligations, resulting in no technical progress or customer resolution.

V1 Case Analysis

Customer (Colton Reddish) unable to access EA6100 admin page to configure static WAN IP for fiber (Cox). Agent incorrectly stated default password is 'admin', provided wrong support URL (support.lyncus.com), and did not guide static IP setup. Reset suggested but no resolution.

Troubleshooting Steps
  • Agent asked for model/serial (serial captured incorrectly).
  • Agent suggested using default password 'admin' (incorrect for EA6100).
  • Agent advised a 20-30 second reset and reconnecting to default Wi-Fi.
  • Agent provided incorrect support URL (support.lyncus.com).
Key Observations
  • Agent provided incorrect default password ('admin' is not valid for EA6100).
  • Agent gave wrong support URL (support.lyncus.com).
  • Agent did not guide the customer through static WAN IP configuration (core issue).
  • Agent incorrectly stated the router was out of warranty without verification.
  • Call ended without confirming if the reset resolved access issues.
Positive Highlights
  • Agent attempted to gather device information (model/serial).
  • Agent suggested a reset as a potential solution for access issues.
Agent Errors / Gaps
  • Incorrect default password guidance ('admin' is not valid for EA6100).
  • Wrong support URL (support.lyncus.com).
  • Failed to address the core issue (static WAN IP setup).
  • Unverified warranty claim (router may still be under warranty).
  • No validation of reset success or admin access post-reset.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Customer still cannot access router or configure static IP; agent did not resolve the issue and closed the call without achieving any outcome.
R2 Not Met Diagnostic thoroughness conf 97%
Agent skipped diagnostic steps like verifying IP connectivity, checking WAN status, or gathering ISP configuration details; jumped straight to reset and paid support.
R3 Not Met Correct resolution path conf 96%
Agent incorrectly used warranty status as a reason to deny free support and pushed a paid option, violating the OOW best-effort standard which requires troubleshooting even for out-of-warranty devices.
Technical Accuracy
T1 Not Met Technically accurate info conf 95%
Agent confused local IP with WAN IP, failed to identify symptoms correctly, and did not ask relevant questions about ISP setup (e.g., PPPoE, VLAN, gateway), leading to misdiagnosis.
T2 Not Met Appropriate tools / resources used conf 94%
No tools were used—no remote session, no guidance to check IP via command line, no verification of modem status—despite clear need for evidence-based troubleshooting.
T3 Partially Met No misinformation conf 90%
Correctly stated default admin password 'admin' and reset procedure, but incorrectly framed the solution as setting a 'local static IP' when customer needed static WAN configuration.
Communication
C1 Not Met Clear & professional language conf 93%
Agent failed to set expectations, lost control of the call flow, and ended abruptly without confirming understanding or next steps.
C2 Not Met Confirmed understanding conf 92%
Used technical terms without clarification, did not adapt to customer’s confusion, and provided no comprehension checks despite repeated login issues.
Customer Ownership
O1 Not Met Ownership & empathy conf 97%
Agent avoided responsibility by citing warranty status and directing to paid support instead of owning the troubleshooting process.
O2 Not Met Proactive follow-through conf 95%
No clear next steps or timeline provided; only suggestion was factory reset and paid support, with no follow-up commitment.
O3 Not Applicable Closure confirmation conf 100%
First contact; no prior history to reference or maintain.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation performed and none was warranted independently of agent’s refusal to assist.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred, so execution cannot be assessed.
Customer Experience
X1 Not Met Customer effort minimised conf 94%
No empathy shown; responded with policy and sales pitch rather than acknowledging frustration or difficulty with transition to fiber.
X2 Not Met Tone & rapport conf 93%
Tone remained rigid and scripted; failed to adjust pace or style despite customer’s repeated attempts to clarify and seek help.
X3 Not Met Overall experience conf 96%
Customer repeated serial number, email, and issue description multiple times; agent added unnecessary friction by introducing paid support and reset without prior diagnostics.
Call Transcript22 turns · 24 lines
Speaker 1
yeah I'm wondering how to um set up our router with uh static IP for fiber wondering if you could help me
00:00
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 the issue. Please have your device's serial number and contact information ready. If unreachable, 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. This is Jean. How to help you today. Are you referring to a local IP address or the IP address?
00:00
Speaker 1
I'm sorry, say that one more time. Uh I'm not sure they they came and um had it gave us a fiber connection. Um but they said that we need to update the static IP on our router and I'm trying to figure out how to do that. Um they said that the way the router is set up currently it's not connecting with the fiber cable. It was working fine before with Coax and then we upgraded the fiber and now it's not.
01:00
Speaker 2
I'm assuming your are referring to the local- local IP address or the internet IP address.
01:00
Speaker 1
I'm trying to go through into my, I'm going into my router and trying to update it with a new gateway, subnet and IP address so that it can, it can connect, but I'm unable to get into my router and update those configurations. Okay. So we have a Linksys right now. We have a Linksys EA6100. That's our modem, correct? Okay. So, [silence].
02:00
Speaker 2
Let's just try. So your modem or your gateway is set into static IP address, or configured into static IP address. Now I'm asking sir if your modem or gateway is configured into static IP? No, it's your router. Who is your internet service provider?
02:00
Speaker 1
uh yes yes um I'm not sure um so I believe it's a uh uh local one then uh yes are you ready it's 14X 10 6 8 5 1
03:00
Speaker 2
Okay. Comm Cox Internet. So they also, they provided a modem, right? Black box. Or a gateway. Is it set into static IP address? Yeah, because we can actually change or we can set the local IP address of the router. Sir, but if you're referring to the Internet IP address, so you really need to call Cox to configure your modem. But, can you please provide the serial number of your linker system roeper?
03:00
Speaker 1
14758 There was an 8 at the end. I think you might have cut out. Hello? Yes . Correct. Yeah, my name is Colton Reddish. Yes, and Reddish,
04:00
Speaker 2
Okay, so it's one, four, X-ray, one, zero, six, zero, eight, five. One, four, seven, five. Okay, yeah. One, four, X-ray, one, zero, six, zero, eight, five. One, four, seven, five, eight. Okay, so can I know your first name and last name? Colton C-O-L-T-O-N [silence]
04:00
Speaker 1
R E D D I S H [silence] 9 5 1 9 7 0 4 7 2 9. [silence] It's Colton@mcookindustries.com. [silence] Um, no, we're using this same one. They they did provide us a new modem when they installed the fiber.
05:00
Speaker 2
and your callback number called and and your email. again, you have one linksys router, okay... this is actually the explanation. Do you have a new modem, sir? okay, so let me just explain you why you need to set the, local IP address into static. You can actually we do that if you have devices and because if you're going to use a public IP address of the router sir, it automatically change after a restart or reboot, particularly after reset. So, there are some devices that all the IP address of your devices that are connected to the router will change from time to time. That's why you need to set the local IP address because you don't want your devices to use a different IP address every time it was, it will reboot or restart. That's the purpose of the local IP address. But for the internet IP address, that's the router itself or the modem itself. You need to set the modem into static IP address and then set the router into static IP address to work together. That's why I'm asking if you're referring to the internet IP address, what is your IP address? Is it public or static and your modem?
05:00
Speaker 1
Um, how can I tell? Uh, yes they did. So, I, I, I tried to do that, um, but none of, like, when I go to, like, the linksys 192.168.1.1. Like, and try to log in. [silence]
07:00
Speaker 2
the router dot yeah, but then, when I tried also to verify, um, it shows that your Lincus, um, router is already out of warranty, sir. for out of warranty devices, we are no longer offer live support for this one. but then we have a page support. so I can still assist you on how to access the web interface of the router, where you can type all the credentials that it needs, but you need to pay 15 dollars and it's good for
07:00
Speaker 1
It doesn't accept any of the information. And so I tried to do it online and walk through that process, but it's asking for a password and the password doesn't work. Okay. I tried both of those um and neither of those allowed me to enter your linksys smart wifi. Okay. Okay. So what do you what do you suggest I do?
08:00
Speaker 2
that you can try you can try to reset your lynx system router and use the admin the default admin password or lowercase a d m i n or the password labeled underneath of the router yeah but that's the only thing that's the only password that you're going to use to access the web interface for this device so either you're going to reset your lynx system router or use myrouter.local to access its settings [silence]
08:00
Speaker 1
Okay. So when I type in admin, when I press enter, it says invalid router password. Please try again. The password underneath the router is SR0XE0Y. I type that in.
09:00
Speaker 2
it is actually let you insert, as what I mentioned earlier, reset the router. Try to use 192.168.1. 1 or myrouter.local to access the web interface and for the router password, is only thing that you're going to use admin or lowercase admin or the password label underneath it will work. How about the password underneath of the router?
09:00
Speaker 1
And it also says, invalid router password, please try again.
10:00
Speaker 2
that's why you need to reset your link this router for both password so it will work in accessing the web interface press and hold the reset button for just 20 to 30 seconds sir for the reset process. yeah there's a label reset on it. Of course you need to reconnect to reconnect to the computer so your link is default Wi-Fi name and enter the default Wi-Fi password connect with your links router first and access the web interface. Okay, so thank you so much sir and have a great day. Bye for now.
10:00
Speaker 1
That'll poll cost money, right? Okay. Yeah, I want you to come to the show. Okay. Sounds good. Well, thank you. All. Thanks. Bye.
11:00
Speaker 2
So support volume lyncus.com. Okay you're welcome and have a great day, bye.
12:00