Evaluation Report
Score overview and question-level quality findings.
0 / 86 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the protocol? | No | 0/1 | |
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| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | No | 0/2 | |
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| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | No | 0/5 | |
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| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | No | 0/0 | |
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| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
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| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | No | 0/6 | |
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| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | No | 0/4 | |
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| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | No | 0/3 | |
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| q_3_2 | Soft Skill | Did the agent interrupt the caller? | No | 0/3 | |
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| q_3_3 | Soft Skill | Did the agent show friendliness (positive tonality/ empathy/ courtesy) during the call? | No | 0/13 | |
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| q_3_4 | Soft Skill | Did the agent use magic words during the call? | No | 0/2 | |
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| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | No | 0/6 | |
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| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | No | 0/10 | |
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| q_3_7 | Soft Skill | Did the agent provide information which is completely understood by customer/ auditor in terms of pace and pitch? | No | 0/10 | |
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| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | No | 0/2 | |
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| q_3_9 | Soft Skill | Did the agent personalize the call? | No | 0/2 | |
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| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | No | 0/0 | |
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| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
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| q_4_2 | Closure | Did the agent close the call according as per script | No | 0/1 | |
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| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | No | 0/0 | |
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