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 includes salam, agent name, and assistance offer: “আসসালামু আলাইকুম, আমি আব্দুল কাদের বলছি। আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?” | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | Yes | 2/2 | |
Detail: Opening is respectful and welcoming with proper salam and service-oriented assistance offer. | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | Yes | 5/5 | |
Detail: Customer clearly explained the issue: stolen Airtel SIM, registered owner deceased, wants to re-register in own name. Agent understood it as a death-case ownership transfer request; extra probing was not necessary. | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | N/A | -/- | |
Detail: N/A in current phase because no Robi system/API/security-verification metadata was supplied. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Use case is death-case ownership transfer with lost SIM. Agent correctly mentioned death certificate, deceased owner’s NID info, heirs’ consent/signature, and customer care visit, but missed mandatory KB points: legal heirs only, Robi Sheba specifically, biometric verification, and GD if SIM is lost/inactive. Agent also did not mention no ownership-transfer service charge. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | Yes | 6/6 | |
Detail: Handling was organized and timely. Agent understood the main issue quickly, gave a logical next step, listed required documents, and advised visiting customer care without unnecessary delay. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | Yes | 4/4 | |
Detail: Auto-Yes by rule because q_2_3 = No; additional information is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | Yes | 3/3 | |
Detail: Customer did not need to repeat the same issue due to agent misunderstanding; agent responded directly to the stated concern. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption. Turn-taking appears natural, with agent speaking after the customer completed the question. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness (positive tonality/ empathy/ courtesy) during the call? | No | 0/13 | |
Detail: There were clear empathy triggers: SIM stolen and registered owner deceased. Agent stayed polite but gave no apology, concern, or empathetic acknowledgment for the loss/bereavement situation. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | No | 0/2 | |
Detail: Total opportunities: 2; covered: 1; critical miss: Yes. Critical opportunity for stolen SIM/deceased-owner situation was missed with no valid empathy magic word such as sorry/দুঃখিত. Only closing phrase “ভালো থাকবেন” covered 1 ordinary closing opportunity. | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | Yes | 6/6 | |
Detail: Agent was responsive and confident. Main response started about 0.6 seconds after the customer’s completed turn, with no unexplained delay above 8 seconds and no sign of lethargic delivery. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | No | 0/10 | |
Detail: Sentence construction is materially broken and repetitive in places, e.g., “আপনার—হচ্ছে আপনাদের—ওয়ারিশনামা প্রয়োজন হবে” and “আপনি ওনারশিপ ট্রান্সফার করে আপনি সিমটাকে রিপ্লেস করে নিয়ে নিতে পারবেন,” which is unpolished and disorganized under the strict standard. | |||||
| q_3_7 | Soft Skill | Did the agent provide information which is completely understood by customer/ auditor in terms of pace and pitch? | Yes | 10/10 | |
Detail: Agent word count: 53; agent speaking duration: 24.54 seconds; WPM: 129.58; threshold: <=350, so Yes. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: Agent did not use internal system jargon such as CRM/CQC/ICMS; terms used were customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: Agent used respectful personalization at closing: “ওকে ম্যাম।” | |||||
| 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 excluded, and no auditable hold/transfer metadata is provided. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
Detail: Agent closed the call without checking understanding or offering further help. Customer said “আচ্ছা, ঠিক আছে। ওকে,” but did not explicitly confirm understanding strongly enough to replace the agent check. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | Yes | 1/1 | |
Detail: Agent gave a polite professional closing: “ওকে ম্যাম। ভালো থাকবেন। আসসালামু আলাইকুম।” | |||||
| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | N/A | -/- | |
Detail: N/A in current phase because no CRM/CQC/wrap-up metadata was supplied. | |||||