Evaluation Report
Score overview and question-level quality findings.
31 / 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? | Yes | 1/1 | |
Detail: Opening includes all 3 required parts: greeting 'আসসালামু আলাইকুম', identity 'তারেক বলছি', and assistance offer 'আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?' | |||||
| q_1_2 | Greeting | Did the agent greet the customer with a friendly, welcoming, and professional tone? | Yes | 2/2 | |
Detail: Opening wording is respectful, welcoming, and service-oriented; no cold or rude language appears in the greeting. | |||||
| q_2_1 | Knowledge | Did the agent obtain enough relevant information to correctly identify and understand the customer's banking need? | No | 0/5 | |
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. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | 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, correct, current, and safe information for the customer's exact banking use case? | No | 0/15 | |
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. | |||||
| q_2_4 | Knowledge | Did the agent handle the core issue with expertise in a timely, organized, and solution-oriented manner? | No | 0/6 | |
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. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | 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 customer? | No | 0/3 | |
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. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
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. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | Yes | 13/13 | |
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. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
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'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
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. | |||||
| 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 | |
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. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | N/A | -/- | |
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. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: No unexplained internal jargon such as CRM/CQC/ICMS/dCCRM or internal platform names was exposed to the customer. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: The agent appropriately personalized the call by repeatedly addressing the customer as 'স্যার'. | |||||
| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | N/A | -/- | |
Detail: Current-phase N/A. Hold/transfer protocol is temporarily excluded by Robi. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | Yes | 1/1 | |
Detail: No agent closing statement appears; under the current-phase disconnect assumption, treat this as customer-side disconnection/no closing opportunity and award Yes. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: No agent closing statement appears; under the current-phase disconnect assumption, treat this as customer-side disconnection/no closing opportunity and award Yes. | |||||
| 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? | N/A | -/- | |
Detail: Current phase: no CRM/CQC/wrap-up metadata supplied, so CRM capture accuracy cannot be audited reliably. | |||||