Evaluation Report
Score overview and question-level quality findings.
0 / 100 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the BRAC Bank customer-service protocol? | No | 0/1 | |
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| q_1_2 | Greeting | Did the agent greet the customer with a friendly, welcoming, and professional tone? | No | 0/2 | |
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| q_2_1 | Knowledge | Did the agent obtain enough relevant information to correctly identify and understand the customer's banking need? | No | 0/5 | |
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| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | No | 0/5 | |
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| q_2_3 | Knowledge | Did the agent provide complete, correct, current, and safe information for the customer's exact banking use case? | No | 0/15 | |
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| q_2_4 | Knowledge | Did the agent handle the core issue with expertise in a timely, organized, and solution-oriented manner? | No | 0/6 | |
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| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | No | 0/4 | |
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| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | No | 0/3 | |
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| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | No | 0/3 | |
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| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | No | 0/13 | |
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| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | No | 0/2 | |
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| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
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| q_3_6 | Soft Skill | Did the agent demonstrate proper sentence construction and clear pronunciation of banking terms, numbers, amounts, dates, and instructions? | No | 0/10 | |
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| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
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| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | No | 0/2 | |
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| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | No | 0/2 | |
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| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | No | 0/4 | |
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| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
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| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | No | 0/1 | |
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| q_5_1 | Wrap up | Did the agent capture the customer's issue, action taken, and disposition correctly and completely in CRM/wrap-up, where metadata is available? | No | 0/5 | |
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