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 includes salam, agent name, and assistance offer: “আসসালামু আলাইকুম, প্রভা বলছি। আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?” | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | Yes | 2/2 | |
Detail: Greeting is respectful, welcoming, and service-oriented in wording and flow. | |||||
| 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 explained he wants to transfer SIM ownership from father’s NID to his own and asked whether both must visit; agent understood the intent immediately. | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | N/A | -/- | |
Detail: N/A because no Robi system/API/security-verification metadata was supplied. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Use case is ownership transfer. Agent correctly said both parties’ NID and fingerprints are needed, but missed mandatory channel/where to go and key process guidance; for this question the customer asked about visiting customer care and whether both need to go, but the answer did not clarify approved service point or different-location/24-hour process. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | Yes | 6/6 | |
Detail: Agent understood the issue quickly, answered directly that both parties are required, and handled the call in a short, organized, professional manner without confusion. | |||||
| 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: Customer did not need to repeat the same issue due to agent misunderstanding; agent responded to the stated concern on the first answer. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption; turn changes occur after completed customer thoughts. | |||||
| 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, using respectful address like “স্যার” and a professional helpful tone. No special empathy trigger was present. | |||||
| 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 “কাইন্ডলি,” “দয়া করে,” “ধন্যবাদ,” and “ভালো থাকবেন” during further-assistance request, feedback request, and closing. | |||||
| 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; no unexplained response delay above 8 seconds from customer turn end to agent reply, and delivery appears clear and attentive from transcript timing. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | Yes | 10/10 | |
Detail: Sentence construction is organized and understandable; no clear evidence of unusable pronunciation or customer repair caused by pronunciation. | |||||
| 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: 48; agent speaking duration: 24.96s; WPM: 115.38; 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 unexplained internal jargon; “ওনারশিপ ট্রান্সফার” is customer-facing service language, not internal jargon. | |||||
| 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 N/A; hold/transfer protocol is excluded. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | Yes | 1/1 | |
Detail: Agent checked for further assistance: “আর কোনো তথ্য জানার আছে?” which satisfies comprehension/further-help check. | |||||
| 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 লাগল স্যার। ধন্যবাদ, ভালো থাকবেন। আসসালামু আলাইকুম।” | |||||
| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | N/A | -/- | |
Detail: N/A because no CRM/CQC/wrap-up metadata was supplied. | |||||