V2 Rubric Detail — 7f1321e8-7f5f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-14 08:39
Duration
24m 48s
Contact
+447896301987
Issue Type
Router Setup
V2 Outcome
Partial Resolution
V2 Band
Needs Improvement

Agent & Case Context

Agent
Mikaelh Joshua Anasco
HappyFox Case
#LTS00137033
Support Country
United Kingdom
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: IN_MX6200_Initial Setup

V1 Rubric Scores

Resolution2.00/5
Accuracy4.00/5
Communication3.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.7/5

V2 Rubric Scores

Resolution0.62/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp2.50/5
Overall41.7% (-12.3)

V2 Grader Summary

The agent successfully guided the customer through the physical installation of a new MX6200 parent node and verified its 'ready' state via the solid blue LED. While the call ended before full internet verification, the technical guidance regarding the unmanaged switch and node status was accurate and consistent with the KB. No escalation was warranted, and the agent demonstrated partial ownership and communication efforts, though key troubleshooting and verification steps were missing.

V1 Case Analysis

Customer needs guidance on integrating a new MX6200 parent node and unmanaged Linksys switch into an existing Plusnet fiber setup. Agent advised connecting MX6200 directly to the Plusnet hub and confirmed solid blue LED and Wi-Fi SSID, but did not verify internet access or address ISP-provisioned equipment policy.

Troubleshooting Steps
  • Collected model and serial numbers for MX6200 and Plusnet hub.
  • Identified free Ethernet ports on the Plusnet hub.
  • Advised connecting MX6200 directly to the Plusnet hub as parent node.
  • Confirmed solid blue LED on MX6200.
  • Guided customer to connect to default Wi-Fi SSID using printed password.
Key Observations
  • Agent correctly advised connecting the MX6200 directly to the Plusnet hub (parent node) and not through the TP-Link switch.
  • Agent failed to verify internet connectivity or PPPoE configuration after setup steps.
  • No discussion of ISP-provisioned device policy — Plusnet hub should be managed by ISP, not customer.
  • Call was inefficient with repeated requests for model/serial and no validation of final connectivity.
Positive Highlights
  • Polite and patient tone throughout the call.
  • Correctly identified the need to set the MX6200 as the parent node connected directly to the modem.
  • Provided accurate instructions on checking the solid blue LED and connecting to the default Wi-Fi SSID using the password on the device label.
  • Correctly treated the unmanaged Linksys switch as plug-and-play with no configuration needed.
  • Technical guidance on wiring and LED interpretation was fully consistent with the KB.
Agent Errors / Gaps
  • Failed to collect full model/serial information for existing WHW01 nodes and unmanaged Linksys switch (LGS3008V2).
  • Did not verify PPPoE credentials or VLAN settings required for Plusnet fiber connection.
  • Did not advise customer to contact Plusnet regarding the ISP-provisioned hub (per KB: 'ISP-provisioned devices → contact your ISP first').
  • Did not confirm that the MX6200 successfully obtained internet access before ending the call.
  • Repeatedly asked for serial number after already stating 'no need for serial' and after customer provided model number.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 95%
Call ends without confirming that the parent node is connected and working; no final verification of internet connectivity.
R2 Not Met Diagnostic thoroughness conf 94%
Agent only asked for model numbers and cable colors; no systematic troubleshooting steps (reboot, firmware check, DHCP reservation, etc.) were performed.
R3 Partially Met Correct resolution path conf 85%
Agent proceeded with best-effort setup of new hardware despite unclear warranty status, guided customer through physical connection, and acknowledged prior support interaction, though did not explicitly confirm warranty or RMA eligibility.
Technical Accuracy
T1 Partially Met Technically accurate info conf 90%
Agent correctly identified the need to establish a working parent node first and mapped the physical topology (Modem -> Parent Node), but did not investigate why the previous setup failed after the ISP change to full fiber.
T2 Partially Met Appropriate tools / resources used conf 85%
Agent used physical LED status (solid blue) to verify the node was ready for setup, which is a valid diagnostic step per universal_mesh_node_management.md. However, no web UI or remote tools were used to verify connectivity.
T3 Met No misinformation conf 95%
Technical claims were accurate: unmanaged switches are plug-and-play (lgs_switch_factory_reset.md), the MX6200 is a valid parent node, and a solid blue light indicates the node is ready for setup (universal_mesh_node_management.md). 'Vellup Setup' is a normalized ASR variant of 'Velop Setup'.
Communication
C1 Partially Met Clear & professional language conf 86%
Agent maintained conversation flow despite customer digressions, set expectation about understanding topology, and redirected back to task, though repeated questions caused some fragmentation.
C2 Partially Met Confirmed understanding conf 84%
Agent used plain language (e.g., 'just plug and play'), acknowledged customer frustration, and repeated key instructions, though could have simplified terms like 'parent node' earlier.
Customer Ownership
O1 Partially Met Ownership & empathy conf 88%
Agent took ownership by guiding setup steps, referencing prior case, and not transferring; however, did not commit to follow-up or document next steps beyond immediate actions.
O2 Partially Met Proactive follow-through conf 83%
Agent outlined next step (connecting MX6200 to Plusnet) and confirmed solid blue status, but did not specify timeline for completion or offer callback if issues arose.
O3 Partially Met Closure confirmation conf 81%
Agent referenced prior conversation with Josh and used existing case number, showing continuity; however, asked for some details already provided in transcript, increasing repetition.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 99%
No escalation was performed and none was warranted at this stage — the agent was actively progressing setup of new hardware with customer cooperation.
E2 Not Applicable Escalation prep & handoff conf 99%
Since no escalation occurred and none was required, execution of escalation is not applicable.
Customer Experience
X1 Partially Met Customer effort minimised conf 90%
Agent apologized for asking many questions and acknowledged complexity, showing empathy; tone remained professional, though more explicit recognition of customer effort could have strengthened rapport.
X2 Partially Met Tone & rapport conf 85%
Agent adjusted pacing to customer’s confusion, repeated instructions, and confirmed understanding of terms like 'parent node'; however, repeated requests for cable color increased friction.
X3 Partially Met Overall experience conf 82%
Agent reduced effort by guiding customer through one change at a time and validating progress (e.g., solid blue light), though repeated requests for model and cable details added redundancy.
Call Transcript42 turns · 45 lines
Speaker 1
It isn't, Larry. I've had extensive conversations with lovely Josh who has been incredibly helpful. Um, but I've now got the kit that he says I should get, um, for my problems, but I don't quite know how to put the first bit together. No, please do, absolutely. Oh, um, hang on. Wait just a second. Um, okay, well, I've got L.
00:00
Speaker 2
to linksys support. To assure quality service, your call may be monitored. Please remain on the line for assistance. Hi, thank you for calling Linksys. This is Larry. Is this your first time calling? Okay. I see. Well, if you already have a record with us, uh mind if I pull up your record, you have any case number or ticket number? Do you have any ticket number with you?
00:00
Speaker 1
07896 301987, you know, you have to sort of say it your way, don't you? Yes. That's correct, Larry, yeah. That's correct, that's me.
01:00
Speaker 2
Okay, let me verify if I got it correctly. LTS 001,35274. Is that right? Okay, allow me to pull up the record. Give me a second here. Uh uh yeah, was able to pull up a record. Account name is under uh Sarah Zinn. Okay, when we also verify the phone number, that's uh 44789630 1987. Yes, I believe that's the correct one.
01:00
Speaker 1
Okay, great, yes. Right. Okay, so I think I just need help with the first bit. So, what Josh told me to buy was a Linksys unmanaged switch. So I now have this item, and I also have some mega Linksys things which arrived, which are I think they're wait a second, I think they're adapter for. They're the Linksys Velop 6E. So I've got them for add to my system because and so Josh walked me through what to The parent and child setup. But now that I've got, so let me tell you what I've got. I've got my Plusnet modem. I've got these really thick walls, which is why I've had all this trouble. You know, it's a modern house and it's big and sprawly and very, very thick walls and floors. So I've had, you know, I cannot get my Wi-Fi and my Wi-Fi is sort of out of the way really. So, I've got a Plusnet modem, I've now got this Linksys unmanaged thingy, and I've got TP-Link, which is a desktop switch. And what Josh's helped me to do was I didn't have a parent set, parent child setup. So he, he told me, he sorted me out with a parent child setup and that didn't do it. So, that's why he said to have the unmanaged switch. But I don't know what I don't know what order to stick them all in. So am I putting you know, where am I putting the parent versus the managed switch and the TP link? That's my question. Right? Okay?
02:00
Speaker 2
Okay. Okay. Alright. Well, uh yeah that that is a great setup that you're planning right there. However, I need to know more about the units that you purchased. I believe you mentioned it, those are Lynx's. I need the model number and serial number and we'll get to work later on and what should be the appropriate uh setup that we got to do. Okay. What model is this?
04:00
Speaker 1
200. 3. I've got three from that, but I had three before, so I've now got 6 units in total. Yeah. Yes. Yeah, yeah, yeah. That is model number S. E. 3008. V for Victor 2. Uh, the serial number is 13, Romeo 20, M for mother, 45 echo 0 2.
05:00
Speaker 2
okay, how many units of of this one we have, six units in total, but the brand new ones are the 62 hundreds, right, okay, I see, and uh let me check here, this is three units, and you mentioned the lynx switch earlier, do we have that handy, can we check the uh model, okay, thank you so much, and the serial number of this switch, please,
05:00
Speaker 1
2, 4, 6, 5. No one, no, they just I've they've just, you know, I've been waiting for the Linksys to arrive, the Linksys unmanaged switch to arrive. The others arrived very quickly, but not this one. Well, it didn't just arrive today, but I'd been away, so. No, I had to buy it online. Yeah, yeah. I basically used the link that Josh sent me the link, and I used that link. I thought it was on Amazon. Plus net, exactly, yes. [silence]
06:00
Speaker 2
Okay. Thank you so much. And you purchased this huh today or a couple of days ago? Mm-hmm. Mm-hmm. Mm-hmm. Mm-hmm. Okay. Let me see here. They just arrived today. Uh, let me see. So current... Okay. Uh, when did you purchase or where did you purchase this from a local store, I suppose? Online. Okay. Online store. All right. Thank you. All right, that's it. Uh, uh, great. Uh-huh. Do we still have Blustnet as your internet provider, internet service provider? Ocean? Okay, got it. And I believe you
06:00
Speaker 1
[ 0m2s339ms ] all of the above. Yes. [ 0m19s149ms ] Yes, but it's not working. [ 0m24s689ms ] Yeah. [ 0m41s139ms ] Well, basically, I had to because I was using the pair I need in my upstairs, I've got a downstairs and an upstairs. I don't really use the downstairs, but that's where my coms cupboard is where I keep all the that where the plus net, that's where the internet comes in. So I need
07:00
Speaker 2
Carling from the UK, right? okay, thank you. And uh, yeah, I think I have all the information here. One thing I would like to ask you is the current, the current setup that we have right now since you mentioned that you had an oldlinksys. Is it still connected? Is it still setup and online at this point? Yesbut it's not working. okay. Um, let me see. You, you, uhmentioned earlier that uhJosh, you were, you had a conversation with Josh about uh, the linksys system. And I believe you wanted an upgrade because uh, the MX 6200 is is basically an upgrade from what you had before, I suppose, right? Yeah. Is it still online?
07:00
Speaker 1
Three upstairs. And with the parent-child, when I set up the... and it used to work just fine but then when I set up the... when I've changed provider and I've sort of changed the setup. I don't quite know how. Oh wait, no. I know. I've gone to full fiber. Um and so, and then it stopped working. So, I need three, at least, um um things upstairs. So, when I changed the parent-child set to the parent-child, I didn't have enough upstairs. So, I had to buy some more and I thought, well, I might as well upgrade. But I might... I will still need one of the old setup. One of the old modems. Did you call them a modem? Do you call each, each unit a modem? Do you call it... no, each, each unit? I... I'd need more children, basically. I need... I need a parent and I need like least three children, so I'm gonna have to use one of my old Linksys, children, nodes, okay? A node. Okay. Yeah, okay, yeah. Yeah, yeah. Well I you know when I was with Josh I set up the the the you know the previous Linksys as the parent but I think I think Josh said to me that I would be better to set up the better you know the new
08:00
Speaker 2
Mhm, that's an addition. All right. Well, yeah, we, we call them nodes, actually, for each of the models. Uh, it doesn't matter what model, but, uh, they're called nodes. Uh, the only difference from parent to child is that we could only have one parent. And that is, uh, the one connected straight to your modem. Which is, uh, the usually the box, uh, provided by your internet service provider, right? Um, not all the time, but, uh, yeah. So we need to locate that. Uh, we need to locate the parent node and we need to check what model, uh, is the parent node. [silence]
09:00
Speaker 1
models, which are more powerful as the parent, and and that's a but I don't know where, you know, so now I but I don't know what to do with this unmanaged box. So that's my thing. All right. Okay. Okay. right. I'm here. Okay. Yeah, that's the one I've given you. That's the one I've given you. The new that's that's the one I'm going to use as the new parent.
10:00
Speaker 2
Mhm. exactly. exactly. I think. Yeah, that's the first thing that we needed to do. Yeah, we'll take care of that later because this unmanaged switch is just very simple to set up. It's just plug and play, plug it into the outlet, plug it into the node and it's just going to work. Nothing else that you need to do. So, I think it's the last one that we got to take care of. Mhm. So, yeah, we need to go to the location of the parent node and bring the 62. You're there. Okay. Please find or please locate the model and the serial number of that parent node, the current one that is connected to the modem. I think the one that you've given me is.
10:00
Speaker 1
No. No. No. No. Yes. No, it doesn't work. It's in, but it's not working. Can I check the light? Hold on. I've just unplugged it. Wait a second. Um. Yeah. I've unplugged it. I've unplugged it from the mains. From the mains. Sure. Okay. So the moudle is WHW0126S from Freddy.
11:00
Speaker 2
Yes. This is the one that you're going you you're going to install as a new parent. Um, is this plugged in? Is this plugged into the modem? Not yet, right? Okay. So are we in the location where you still have the old parent node plugged in and working? Yes. No. Can you check the lights? Oh, that already unplugged from the modem? Okay. Okay. So if you unplug it already, we no uh, I don't think we need to check the lights. I just need the model and the serial number of this old one. Uh, serial.
11:00
Speaker 1
One zero six zero one alpha 400148 Right? Yes. Yeah so it's plusnet and it doesn't say what the model is. It's plusnet that's all it says. It doesn't say anything useful. Oh pull out. Hang on pull out for use wait a minute pull out for useful information. Okay so what what do you want? Serial number? [silence]
12:00
Speaker 2
Okay. Thank you so much. That's the thing that I only need from that original or old, uh, parent node. Now I need to check, or we need to check your modem. Is, is, is there a modem box here? [silence] Okay. Mind if we check also the model and the brand? [silence] Okay. [silence] Plusnet modem. [silence] Uh, model and brand. [silence] No need for
12:00
Speaker 1
so it's plusnet hub two. And the model number is G-R-V 9517 UW8434-A. That's correct. But I've also got a TP-Link. TP-Link's got 16 ports.
13:00
Speaker 2
Serial, serial number. I just need the model and brand so I can search and... Oh, that's quite a long model number, but let me check here. Uh, okay. So, with this particular box or unit or modem, I believe there are one, two, three, four ethernet ports, correct? Is that? Mhm. TP Link. Is that newly packaged for transcribing? [silence] Serial, serial number. I just need the model and brand so I can search and... Oh, that's quite a long model number, but let me check here. Uh, okay. So, with this particular box or unit or modem, I believe there are one, two, three, four ethernet ports, correct? Is that? Mhm. TP Link. Is that newly packaged for transcribing? [silence] Serial, serial number. I just need the model and brand so I can search and... Oh, that's quite a long model number, but let me check here. Uh, okay. So, with this particular box or unit or modem, I believe there are one, two, three, four ethernet ports, correct? Is that? Mhm. TP Link. Is that newly packaged for transcribing? [silence] Serial, serial number. I just need the model and brand so I can search and... Oh, that's quite a long model number, but let me check here. Uh, okay. So, with this particular box or unit or modem, I believe there are one, two, three, four ethernet ports, correct? Is that? Mhm. TP Link. Is that newly packaged for transcribing? [silence] Serial, serial number. I just need the model and brand so I can search and... Oh, that's quite a long model number, but let me check here. Uh, okay. So, with this particular box or unit or modem, I believe there are one, two, three, four ethernet ports, correct? Is that? Mhm. TP Link. Is that newly packaged for transcribing? [silence]
13:00
Speaker 1
No, no, I've had that always, I've always had that. Yes. That's why, it's because of that, that I'm confused about what to do, Larry. Because, you know, I don't know what to do with it. Because when I talk to Josh, we put the parent into the TT, TT link. Sure. Um, it is. I've got very, I've got to read it upside down because I can't put it the right way up because I've got so many things plugged into it. TL, SS, 1016D for the dog. [dog barking] [beep] [beep] UN. [silence]
14:00
Speaker 2
Okay. Uh that TP link, is that connected to the plus net? Okay. So, is that connected to one of the four ports? [silence] Okay. [silence] May I know uh the model number of that TP-Link?
14:00
Speaker 1
Yes, did you get that? Oh hang on, wait a minute. I'm trying to read it upside down, that's the trouble. T, L, Tomy Lima, Sierra, Foxtrot, 1 0 1 6 D for dog (U) N. Oh no, sorry, that's the model number. Do you want the serial number? Okay, well the model's what I've just given. Yeah, because I'm hardwired.
15:00
Speaker 2
Hello? Yeah, what I have here is S.&S.ing, S.&S.ing, I'm not sure if that's correct. No need for the serial. I just need the model number. uh it says here it's a uh tp-link 16 port switch it's a desktop switch okay interesting. Well, you mentioned that you have this uh for for quite a while, right?
15:00
Speaker 1
Yes. You are. [silence] Ok. Right. Yep. Hang on, hang on.
16:00
Speaker 2
mm, whole house hardwired for internet. Um this one here is connected to the Plusnet, right? Okay, if the Plusnet has four ethernet ports, one of them is occupied by the TP link. Am I correct? Okay, um I just wanna set your expectation. Uh I apologize for asking you too many questions, but this is really important for me and and for us, actually to really understand what's your network topology is. Okay? So, we're we're trying to check the physical uh connection before we get into the linksys. All right? Since one of the ethernet ports on the Plusnet is occupied, I need to know what's the color of the cable connecting your TP link to the Plusnet. The just the color of the ethernet cable. [silence]
16:00
Speaker 1
Yeah, yeah, wait a second. Got so many wires, it's driving me a tad mad. Um, it's black with a, it's black with a green end. Yeah. With a, with a green end. It's got a green, uh, yes.
17:00
Speaker 2
Yellow. Blue, gray, white. Sure. Okay, black cable. So TP link directly to the plus net with the black ethernet cable. Now if we have... Okay, it doesn't matter where the end, but just a I just need to know, just the black cable. That's the most important thing to me. Okay. Yeah. If we have four ports on the plus net, we have the black cable being occupied by the the TP link. The rest of the three ethernet ports, are they also occupied on the plus net?
17:00
Speaker 1
Because one is occupied by by the by the internet coming in. Yeah. Right. Yeah. They're they're free. Yeah. It it is. Yes. Yes it is. Yes one. Exactly. Exactly. Now I get that.
18:00
Speaker 2
Internet coming in. May I know what's the color of that cable? White. Okay. Internet is white. Black is TP Link. How about the other two? They're free? Okay. I would guess that that white cable, okay, uh is connected into the I'm not sure what orientation you're looking at. The the Plus net. I believe it's located into the WAN port. Is it labeled WAN? W-A-N? Okay. That's where the white cable's coming into right? Okay. All right. Uh one rule that we have to understand here, never to unplug this cable because this is the source of your internet. Without this white cable, we will never get online. Okay. So not
18:00
Speaker 1
Hang on. So that, this is this links. What are you calling this thing? This, this links, this is the links. It's unmanaged thingy. What are you calling it? What are you calling it, Larry? Okay. I see. Okay, right. Okay. So, switch, um, Linksys. So I'm gonna connect that to one of the Wi-Fi ports, yes? [silence] Correct. Correct. [silence] Hang on. So that, this is this links. What are you calling this thing? This, this links, this is the links. It's unmanaged thingy. What are you calling it? What are you calling it, Larry? Okay. I see. Okay, right. Okay. So, switch, um, Linksys. So I'm gonna connect that to one of the Wi-Fi ports, yes?
19:00
Speaker 2
All right, no touching this cable. All right, we got two Ethernet ports that are not occupied or that are empty. Okay. So this is where we connect your brand new parent node, which I believe the one that you provided me earlier, the M, MX-6200. So either of the ports we can connect. All right. And manage switch. Yes, that is an manage switch. Just a switch. Simple as a switch. It has the same category. It has the same function as your TPL.
19:00
Speaker 1
one of in the plus net. And where am I, am I putting it in the blue one or the black ones? I've got eight ports but one is sort of blue which says system, number one. And the rest are free. Yes. Okay, right. all the or the link is this switch. We're just going to connect it straight to the plus net. Okay. Okay. Okay. Okay.
20:00
Speaker 2
yes. okay, here's what we're going to do, all right? not the links to switch that we're going to configure, all right? never the links to switch. We are going to configure as a parent node the MX6200. I hope that's clear. okay, so we are going to open that up, one of the nodes, and then connect it straight to the plus net. We are not going to connect it to the TP link. TP link runs on its own. the links to switch, we are going to deal with that later on. I'm not even sure why the previous technician advised you.
20:00
Speaker 1
Right. So the parent, the parent goes to OK. That's in, so parent is now attached to plus a net. Correct. Yes, that's in already that's already plugged into an outlet. It's blue. Solid blue. Yes. Okay. [silence]
21:00
Speaker 2
you to Kuch Pairt. Makes sense. [silence] Eh, the computer went down. model number MX6200. The last five digits of the serial number is 00610. Yeah. Okay. Lastly, we also need that to be plugged into an outlet, of course. Then I'm going to begin to feel uncomfortable. [silence] once also then tick [silence] [laughter] Okay. All right. Very good. Thank you so much. And we got to check the light. Of course, it's going to reboot blue. Is it solid blue? Very good. Now it means that it's ready to for setup. Okay. And uh, let me check here. I'll be patient and I'll be like, uh, [silence] [laughter] on. Welcome. [silence]
21:00
Speaker 1
right well I'm on my on my phone but I mean I'm in on my iPad with you but I can presumably look at the links is thing as well can I at the same time yeah and so where am I looking in my in my settings correct is links is I've got on the networks
22:00
Speaker 2
If it's solid blue, now we are going to check if we can connect to the default Wi-Fi name. Normally, we have we can use any device that is capable of Wi-Fi, but if there is a computer, we'd love to use a computer. Yes, if you have an iPad with you, I would like to check if you can detect the Wi-Fi name of the Linksys. It's usually a default Wi-Fi name. Yes, settings go to Wi-Fi. Make sure your Wi-Fi is on. All right, look for the Linksys name. Usually says Vellup Setup. [silence]
22:00
Speaker 1
links is 0 0 6 1 zero. Okay. So join. Um so I need the password. I think I know I think I know my password. Um. Oh, I see. Okay. Okay. Okay. Yeah here we go. Yeah all right. Okay. So it is oh um go away password um.
23:00
Speaker 2
Yes, definitely. That's what we're looking for. We need to tap on that name and, uh, we'll hit connect. [silence] Uh, the password usually for this new one is located underneath the node itself. It is the default password for the link(sys uh [silence] 00 [silence] Yep. [silence] 610. [silence]
23:00