Evaluation Report
Score overview and question-level quality findings.
71 / 86 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the protocol? | Yes | 1/1 | |
Detail: Opening included salam, identity, and assistance offer: “আসসালামু আলাইকুম, সিন বলছি। আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?” | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | Yes | 2/2 | |
Detail: Greeting was respectful and welcoming; agent used polite salam and a service-oriented opening tone. | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | Yes | 5/5 | |
Detail: Customer clearly stated the need: Airtel SIM 4G upgrade and asked whether it could be done by phone with NID number. Agent understood and answered that exact intent. | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | N/A | -/- | |
Detail: No Robi system/API/security-verification metadata supplied, so system/security probing is not auditable in current phase. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Use case: SIM replacement and biometric verification / 4G upgrade. Agent correctly said phone-based completion is not available and NID plus fingerprint are needed, but gave incomplete/partly inaccurate channel guidance by limiting it to generic retailer point/Airtel care and did not provide the approved service-point guidance from KB (Robi Sheba/biometric retail point for 4G upgrade). Mandatory channel information was not fully correct. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | Yes | 6/6 | |
Detail: Agent understood the issue, answered promptly, repeated the key next step when customer was confused, and clearly stated the limitation that phone-based 4G conversion is not available. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | Yes | 4/4 | |
Detail: Auto-Yes by rule because q_2_3 = No; additional information is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | Yes | 3/3 | |
Detail: Agent listened and responded to the same issue throughout; customer did not need to repeat the core issue twice due to agent misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption. The agent’s “স্যার, ফোনের মাধ্যমে এটার কোনো অপশন বর্তমানে নেই” came as a natural response to the customer’s ongoing clarification about phone-based processing. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness (positive tonality/ empathy/ courtesy) during the call? | Yes | 13/13 | |
Detail: Agent remained polite and courteous throughout, used respectful address “স্যার,” and showed empathy with “আন্তরিকভাবে দুঃখিত” when denying the phone-based option. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | Yes | 2/2 | |
Detail: Total opportunities: 4; covered: 4; critical miss: No. Covered with “আন্তরিকভাবে দুঃখিত” for inconvenience/negative answer, and closing courtesy with “ভালো থাকবেন” and “ধন্যবাদ.” | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | Yes | 6/6 | |
Detail: Agent was responsive and confident with no unexplained delay above 8 seconds. Delivery was clear and attentive across the call. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | Yes | 10/10 | |
Detail: Sentence construction was organized and understandable. No reliable evidence of unclear pronunciation causing repair or unusable instruction. | |||||
| q_3_7 | Soft Skill | Did the agent provide information which is completely understood by customer/ auditor in terms of pace and pitch? | Yes | 10/10 | |
Detail: Agent word count: 83; agent speaking duration: 41.16 seconds; WPM: 121.0; threshold: <=350, so Yes. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: Agent did not use internal jargon such as CRM/CQC/system codes; language remained customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: Agent personalized the call by repeatedly addressing the customer as “স্যার.” | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: Current-phase rule: hold/transfer protocol is always N/A. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | Yes | 1/1 | |
Detail: Agent explicitly checked comprehension: “আমি কি আপনাকে বিষয়টি বোঝাতে পেরেছি, স্যার?” and customer confirmed “জি, জি।” | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | Yes | 1/1 | |
Detail: Professional closing present: “আপনার সাথে কথা বলে ভালো লাগলো। ভালো থাকবেন। ধন্যবাদ, আসসালামু আলাইকুম।” | |||||
| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | N/A | -/- | |
Detail: No CRM/CQC/wrap-up metadata supplied, so this is not auditable in current phase. | |||||