Evaluation Report
Score overview and question-level quality findings.
34 / 86 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the protocol? | No | 0/1 | |
Detail: Opening had salam and assistance offer ('আসসালামু আলাইকুম... আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?') but agent identity/name was missing; 'আমি বলছি' is not a usable identity. | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | Yes | 2/2 | |
Detail: Opening was respectful and service-oriented with salam and a polite assistance offer; no cold or rude wording is evident in the greeting. | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | Yes | 5/5 | |
Detail: The customer clearly reported recharge vs remaining balance, and the agent asked one relevant clarification/checking step ('কোন মাধ্যম থেকে আপনার টাকা চার্জ হয়েছে, চেক করে আপনাকে জানাচ্ছি') then addressed the issue. | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | N/A | -/- | |
Detail: Current phase: no Robi system/API/security-verification metadata supplied, so system/security probing cannot be audited reliably. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: For a recharge-balance deduction complaint, the agent explained deductions but then gave materially incorrect guidance: 'এটাকে বন্ধ করে রাখলে এমবি না থাকলে ডেটা চালু করলে তো আর টাকা চার্জ হবে না' and later 'ডেটা চালু করলে... আপনার আর চার্জ হবে না.' This is misleading because pay-per-use/data charge can still occur when mobile data is used without an active data pack; the explanation conflated VAS deactivation with stopping data usage charges. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | Yes | 6/6 | |
Detail: Handling was organized and timely: the agent checked the cause, broke down the charges (internet and two services), responded to the customer's follow-up, and completed the requested deactivation professionally. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | Yes | 4/4 | |
Detail: Per mandatory anti-double-penalty rule, q_2_3 is No, so q_2_5 is automatically Yes with full marks and is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | Yes | 3/3 | |
Detail: The agent understood the complaint about missing recharge balance and responded to the actual issue; the customer did not need to repeat the same 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 is evident. Short responses like 'জি, ঠিক' and 'ঠিক আছে' did not cut off or prevent the customer from completing the concern. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness (positive tonality/ empathy/ courtesy) during the call? | No | 0/13 | |
Detail: The customer reported an inconvenience/financial deduction after recharge, which is an empathy-trigger situation, but the agent gave no apology or concern acknowledgment before explaining charges and actions. Courtesy was present, but required empathy was missed. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | No | 0/2 | |
Detail: 2 of 4 magic-word opportunities were appropriately covered; a critical opportunity was missed. Covered: polite closing with 'ধন্যবাদ'/'ভালো থাকবেন', and respectful request/response style. Missed critical opportunity: no apology/concern when the customer reported unwanted balance deduction after recharge. | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | Yes | 6/6 | |
Detail: The agent remained responsive, clear, and confident throughout. The brief pause before the detailed explanation followed an announced check ('চেক করে আপনাকে জানাচ্ছি'), so it is not counted as an unexplained delay. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | No | 0/10 | |
Detail: Sentence construction became materially confusing in key guidance, e.g., 'ডেটা চালু করলে বা মেইন ব্যালেন্সে টাকা থাকলে আপনার আর চার্জ হবে না,' which is poorly formed and service-confusing. Transcript also shows awkward/unorganized phrasing such as 'মাই আরেকটা ল্যাব'/'স্টার ৯' guidance. | |||||
| q_3_7 | Soft Skill | Did the agent provide information which is completely understood by customer/ auditor in terms of pace and pitch? | N/A | -/- | |
Detail: Reliable agent-level pace/pitch/WPM evidence is unavailable. Overall call duration, RMS, peak dBFS, and silence ratio cannot be used to calculate agent WPM or judge pace/pitch reliably. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: The agent did not expose internal system/platform jargon such as CRM, CQC, ICMS, or dashboard names; language remained customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: The agent used respectful personalization multiple times, including 'স্যার' in the body and closing of the call. | |||||
| 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 temporarily excluded by Robi. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
Detail: The agent had a normal closing opportunity and closed the call, but did not ask a comprehension or further-assistance question such as 'আর কোনো তথ্য দিয়ে সহযোগিতা করতে পারি?'. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | Yes | 1/1 | |
Detail: The closing was polite and professional: 'ধন্যবাদ স্যার। আপনার সাথে কথা বলে ভালো লাগলো। ভালো থাকবেন স্যার। আসসালামু আলাইকুম।' | |||||
| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | N/A | -/- | |
Detail: Current phase: no CRM/CQC/wrap-up metadata supplied, so CRM capture cannot be audited reliably. | |||||