Evaluation Report
Score overview and question-level quality findings.
61 / 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, self-identification, and assistance offer: “আসসালামু আলাইকুম, সিন 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; the agent greets properly and offers help in a service-oriented manner. | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | Yes | 5/5 | |
Detail: Customer’s need was clear: Airtel SIM 4G upgrade and whether it can be done by phone. The agent understood the issue and answered directly; 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: Current phase requires Robi system/API/security-verification metadata for auditing system/security probing; transcript alone is insufficient. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Use case is 4G SIM upgrade. KB mandatory guidance includes approved channel plus charge BDT 350 and NID/date of birth/biometric where required. Agent only said to visit retailer/Airtel care with NID and fingerprint and that phone processing is not available; mandatory charge and fuller required process were missing. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | Yes | 6/6 | |
Detail: Despite incomplete information, the agent understood the issue, answered promptly, stayed on topic, and handled the call in a logical and professional flow. | |||||
| 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: Agent understood the customer’s issue and responded to it. The customer did not have to repeat the same clear issue twice or more due to agent misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption found. The agent’s brief “জি স্যার, জানাবেন” functions as a listening acknowledgment, not a cut-off. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness (positive tonality/ empathy/ courtesy) during the call? | Yes | 13/13 | |
Detail: Agent remained polite and courteous throughout, using respectful language such as “স্যার” and apologetic wording “আন্তরিকভাবে দুঃখিত” while explaining the limitation. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | Yes | 2/2 | |
Detail: 3 of 4 magic-word opportunities were appropriately covered; no critical opportunity was missed. Covered: apology when refusing phone-based processing (“আন্তরিকভাবে দুঃখিত”), comprehension check, and closing (“ভালো থাকবেন/ধন্যবাদ”). Missed one ordinary request-style politeness opportunity while instructing visit to retailer/care. | |||||
| 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 throughout. Response gaps were short in the timestamps, with no unexplained delay above 8 seconds, and delivery appears attentive and clear from the transcript flow. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | Yes | 10/10 | |
Detail: Sentence construction is generally coherent and understandable. No reliable evidence shows unusable pronunciation, customer repair due to mispronunciation, or broken/incoherent speech. | |||||
| 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 or audit pitch reliably. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: Agent did not use unexplained internal jargon such as CRM/CQC/system codes; wording remained customer-friendly. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: Agent personalized the call with respectful address: “স্যার” was used 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 from evaluation by Robi. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | Yes | 1/1 | |
Detail: Agent performed a clear comprehension check before closing: “আমি কি আপনাকে বিষয়টি বোঝাতে পেরেছি, স্যার?” | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | Yes | 1/1 | |
Detail: Agent closed politely and professionally: “আপনার সাথে কথা বলে ভালো লাগলো। ভালো থাকবেন। ধন্যবাদ, আসসালামু আলাইকুম।” | |||||
| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | N/A | -/- | |
Detail: Current phase requires CRM/CQC/wrap-up metadata to audit this item; no such metadata was supplied. | |||||