QA Matrix - Call #37

Detail: Opening includes all 3 required parts: greeting 'আসসালামু আলাইকুম', identity 'তারেক বলছি', and assistance offer 'আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?'

Detail: Opening wording is respectful, welcoming, and service-oriented; no cold or rude language appears in the greeting.

Detail: Probing was needed because the customer asked about balance transfer receipt/status, but the agent repeatedly misframed it as bKash/recharge and failed to establish the issue early, causing misunderstanding and irrelevant responses.

Detail: Current phase: no Robi system/API/security-verification metadata supplied, so system/security probing cannot be audited reliably.

Detail: Actual use case is balance transfer status/troubleshooting via My Robi App. The agent gave contradictory and confusing information: treated transfer as recharge/bKash multiple times, gave wrong balance/history figures ('3,296', '3,096', then corrected to '150' and '220'), and said 'বর্তমানে আমাদের ট্রান্সফারটি স্থগিত রয়েছে' without KB support. Mandatory information was not delivered clearly and correctly.

Detail: Handling was disorganized and prolonged. The agent repeatedly misunderstood the issue, shifted between recharge, bKash, and transfer, provided contradictory figures, and only late in the call moved toward a usable next step.

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.

Detail: The customer had to restate the same core issue multiple times after the original explanation: that money was transferred from one mobile to another and he wanted to know whether it was received. Repetition was caused by agent misunderstanding, not customer behavior.

Detail: No confirmed disruptive interruption is established from the transcript. Short entries like 'জি, বলুন স্যার' and 'বলুন স্যার' do not clearly show the agent cutting off the customer in a disruptive way.

Detail: Despite poor handling, the agent remained polite and respectful throughout, repeatedly using 'স্যার' and apologizing with 'আন্তরিকভাবে দুঃখিত' and 'খুবই দুঃখিত' when giving/correcting information.

Detail: 5 of 7 magic-word opportunities were appropriately covered; no critical opportunity was missed. Covered: apology before inconvenience/confusion, apology when correcting wrong information, and multiple polite request turns. Valid magic words used include 'আন্তরিকভাবে দুঃখিত' and 'খুবই দুঃখিত'.

Detail: Call-wide delivery shows uncertainty and repeated self-correction. The agent gave several contradictory responses and had disorganized, hesitant handling, which reflects lack of confidence even though audibility was generally acceptable.

Detail: Sentence construction became materially confusing and unorganized at several points, e.g., repeated broken phrasing around recharge/bKash/transfer and contradictory balance-history statements. This fails the strict sentence-construction standard.

Detail: Reliable agent-level pace/pitch/WPM evidence is unavailable. Overall duration, RMS, peak dBFS, and silence ratio cannot be used to calculate agent WPM or audit pace/pitch reliably.

Detail: No unexplained internal jargon such as CRM/CQC/ICMS/dCCRM or internal platform names was exposed to the customer.

Detail: The agent appropriately personalized the call by repeatedly addressing the customer as 'স্যার'.

Detail: Current-phase N/A. Hold/transfer protocol is temporarily excluded by Robi.

Detail: No agent closing statement appears; under the current-phase disconnect assumption, treat this as customer-side disconnection/no closing opportunity and award Yes.

Detail: No agent closing statement appears; under the current-phase disconnect assumption, treat this as customer-side disconnection/no closing opportunity and award Yes.

Detail: Current phase: no CRM/CQC/wrap-up metadata supplied, so CRM capture accuracy cannot be audited reliably.