Evaluation Report
Score overview and question-level quality findings.
62 / 86 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the protocol? | N/A | -/- | |
Detail: Opening includes all 3 required elements: salam ('আসসালামু আলাইকুম'), agent identity ('পলি বলছি'), and assistance offer ('আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?'). | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | N/A | -/- | |
Detail: Opening is respectful and welcoming; the greeting and assistance offer sound service-oriented in the transcript. | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | Yes | 5/5 | |
Detail: Relevant probing was used for this re-registration-after-deregistration case: the agent confirmed deregistration status and asked 'কতদিন আগে ডিরেজিস্ট্রেশন হয়েছিল?' to determine the 7-day condition. | |||||
| 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 was provided, so system/security probing cannot be audited reliably in the current phase. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | Yes | 15/15 | |
Detail: Actual use case is SIM reactivation/re-registration after deregistration. Agent correctly stated the 7-day window, advised visiting Robi Sheba before 7 days, mentioned NID and biometric verification for full-number viewing, clarified no charge for checking/viewing, and correctly separated the BDT 350 re-registration charge. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | Yes | 6/6 | |
Detail: The agent understood the issue, asked the key timeline question, gave a logical next step, answered the follow-up about viewing the full number, and handled the call in an organized and professional manner. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | Yes | 4/4 | |
Detail: After giving the core answer, the agent also provided useful additional guidance: full number can be checked at Robi Sheba through NID information and biometric verification. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | Yes | 3/3 | |
Detail: The agent understood and responded to the customer's actual issue. One brief clarification ('বুঝতে পারিনি, স্যার') occurred on a follow-up point only and does not show repeated misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No clear inappropriate interruption is established from the transcript. Brief acknowledgements like 'জি' did not stop the customer from completing the concern. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness (positive tonality/ empathy/ courtesy) during the call? | Yes | 13/13 | |
Detail: The agent remained polite and courteous throughout, used respectful address ('স্যার'), and showed empathy with 'দুঃখিত বিষয়টির জন্য, স্যার' when the customer described the inconvenience. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | Yes | 2/2 | |
Detail: Valid magic/courtesy words were used, including 'দুঃখিত', 'ধন্যবাদ', and 'ভালো থাকবেন'. | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | Yes | 6/6 | |
Detail: The agent appears responsive and confident throughout the call, with no evidence of unexplained 8+ second response delay, lethargic handling, or uncertain delivery. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | No | 0/10 | |
Detail: Sentence construction becomes materially broken/confusing at points, e.g. 'আপনার নাম্বার, আপনার কল নম্বর—আপনার একটি নাম্বার আপনার নামে ছিল' and 'তা সেক্ষেত্রে আপনি কি যদি নাম্বারটি আবার পুনরায় নিতে চান', which are unorganized and awkward under Robi's strict standard. | |||||
| 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 WPM or directly auditable pace/pitch evidence is not available here; overall duration, RMS, peak, and silence ratio are insufficient for q_3_7. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: The agent did not expose internal jargon such as CRM/CQC/system names; language remained customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: The agent personalized the call by appropriately addressing the customer as 'স্যার' multiple times. | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: Current-phase rule: hold/transfer protocol is temporarily excluded and must be marked N/A. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
Detail: The agent gave a normal closing but did not ask a comprehension or further-assistance question such as 'আর কোনো তথ্য দিয়ে সহযোগিতা করতে পারি?' or equivalent. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | Yes | 1/1 | |
Detail: Professional closing was provided: 'আপনাকে অনেক ধন্যবাদ স্যার। আপনার সঙ্গে 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: No CRM/CQC/wrap-up metadata was provided, so this criterion cannot be audited in the current phase. | |||||