Evaluation Report
Score overview and question-level quality findings.
45 / 86 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the protocol? | Yes | 1/1 | |
Detail: Opening included all 3 required elements: salam ('আসসালামু আলাইকুম'), agent identity ('শিফাত বলছি'), and assistance offer ('আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?'). | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | Yes | 2/2 | |
Detail: Opening was respectful, welcoming, and service-oriented; no cold or rude wording appeared in the greeting. | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | Yes | 5/5 | |
Detail: The agent confirmed the issue ('আপনার অ্যাকাউন্ট থেকে টাকা কেটে নেওয়া হচ্ছে, তাই তো?') and then checked the account; this was sufficient to understand the complaint and proceed. | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | N/A | -/- | |
Detail: Current-phase N/A because no Robi system/API/security-verification metadata was supplied; transcript alone cannot audit system/security probing. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: For a balance-deduction complaint, the agent gave incomplete/unclear resolution: mentioned a 'দিন ডিলি' service and call charges, but did not clearly reconcile the customer's stated deducted amount or explain the full charge breakdown consistently; later gave unsupported self-care instruction 'স্টার 9 হ্যাশ' for stopping all money-cutting services without KB support. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | No | 0/6 | |
Detail: Handling became confusing and repetitive: the agent repeated that services and call charges caused deduction, but did not organize the explanation clearly around the customer's main concern of where the money went; the customer still sounded unconvinced at the end. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | 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 caller? | Yes | 3/3 | |
Detail: The agent generally followed the customer's issue about deducted balance, checked the account, and responded on active services and usage; the customer did not have to repeat the same clear issue twice due to agent misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption by the agent is evident from the transcript/timestamps; overlaps shown are not enough to prove cut-off behavior. | |||||
| 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 empathetic throughout, using apologies such as 'খুবই দুঃখিত বিষয়টির জন্য' for the balance-deduction complaint and maintaining respectful language. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | Yes | 2/2 | |
Detail: 6 of 6 magic-word opportunities were appropriately covered; no critical opportunity was missed. Covered examples include apology for financial/service issue, thanks after waiting ('মূল্যবান সময় দিয়ে সাথে থাকার জন্য ধন্যবাদ'), polite request ('অনুরোধ করব', 'কাইন্ডলি'), and closing thanks/well-wish ('ধন্যবাদ', 'ভালো থাকবেন'). | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | Yes | 6/6 | |
Detail: The agent sounded responsive and confident in transcript flow, announced checking before delay, and returned with a response after IVR/promotional audio; no auditable unexplained >8 second agent-caused silence is established from the provided evidence. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | No | 0/10 | |
Detail: Sentence construction was materially weak at several points, e.g. 'স্যার, সেক্ষেত্রে আপনার অনুমতি কমে আমি সার্ভিসটি বন্ধ করে দিয়েছি' and repeated disorganized phrasing around charges/services; this created confusing delivery. | |||||
| 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 pace/pitch/WPM evidence is unavailable. Overall duration, RMS, peak dBFS, and silence ratio cannot be used to calculate agent WPM reliably. | |||||
| 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/ICMS; terms used were customer-facing, e.g. service name, app, and usage history. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: The agent used respectful personalization with 'স্যার' multiple times. | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: Current-phase N/A. Hold/transfer protocol is temporarily excluded by Robi. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | Yes | 1/1 | |
Detail: The agent performed a comprehension check: 'আমি কি আপনাকে বিষয়টি বুঝাতে পেরেছি?' | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | Yes | 1/1 | |
Detail: The agent gave a clear professional closing: 'আপনার সাথে কথা বলে ভালো লাগল। ধন্যবাদ। ভালো থাকবেন। আসসালামু আলাইকুম।' | |||||
| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | N/A | -/- | |
Detail: Current-phase N/A because no CRM/CQC/wrap-up metadata was supplied. | |||||