Evaluation Report
Score overview and question-level quality findings.
30 / 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: salam ('আসসালামু আলাইকুম'), agent identity ('আমি আব্দুল কাদের 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 and service-oriented; greeting is polite and welcoming. | |||||
| 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: Customer described a complex death-case/lost-SIM ownership issue, but the agent asked no clarifying question about heir status, SIM availability, or exact transfer path; this lack of probing led to an incomplete/misguided response. | |||||
| 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 death-case ownership transfer with lost SIM. Agent gave incomplete/partly inaccurate mandatory guidance: mentioned death certificate/NID/heir consent and customer care visit, but missed key mandatory point that only legal heirs may apply and that a lost/unavailable SIM must first be replaced before ownership transfer. The response 'ownership transfer then replace' conflicts with KB lost-SIM rule. | |||||
| q_2_4 | Knowledge | Did the agent handle the core issue with expertise in a timely, organized, and solution-oriented manner? | Yes | 6/6 | |
Detail: Despite factual gaps, the agent understood the broad issue, responded promptly, and handled the call in a logical, concise, professional flow without confusion or delay. | |||||
| 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? | Yes | 3/3 | |
Detail: Agent responded to the customer's stated issue without making the customer repeat the same concern multiple times. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption is evident in the transcript; the agent waited until the customer finished the full explanation. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | No | 0/13 | |
Detail: Empathy trigger existed: customer reported stolen phone/SIM and death of the registered owner. Agent gave information but offered no apology, concern, or empathetic acknowledgment for the loss/bereavement. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | No | 0/2 | |
Detail: 2 total opportunities, 1 covered, critical opportunity missed. Covered: closing courtesy ('ভালো থাকবেন'). Missed critical opportunity: no apology/empathetic magic word for stolen SIM and deceased owner. 'ম্যাম' does not count as a magic word. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: Agent was responsive and confident; response began promptly after the customer's turn, with no unexplained long delay, hold, or evident lethargy from available evidence. | |||||
| 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 is materially broken and repetitive in places, e.g., 'আপনার—হচ্ছে আপনাদের—' and 'আপনি ওনারশিপ ট্রান্সফার করে আপনি সিমটাকে রিপ্লেস করে নিয়ে নিতে পারবেন,' making delivery less disciplined and organized. | |||||
| 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 call duration and generic audio metrics cannot be used to calculate agent WPM reliably. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent did not use unexplained internal system jargon such as CRM/CQC/ICMS; terms used were customer-facing service terms. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent used respectful personalization: 'ওকে ম্যাম.' Under Robi's current definition, this qualifies. | |||||
| 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 from evaluation. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: Agent had a normal closing opportunity and closed the call, but did not ask any comprehension or further-assistance question such as 'আর কিছু জানতে চান?'. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Agent gave a polite professional closing: 'ভালো থাকবেন। আসসালামু আলাইকুম।' | |||||
| 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. | |||||