Evaluation Report
Score overview and question-level quality findings.
47 / 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 all 3 required parts: salam ('আসসালামু আলাইকুম'), agent identity ('শারমিন 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 wording is respectful, welcoming, and service-oriented; no cold or rude language appears 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: Customer clearly explained the need: unused Airtel SIM on own NID, number not remembered, wants to close it. Agent understood and answered the exact issue without needing extra probing. | |||||
| 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: no Robi system/API/security-verification metadata provided. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Use case: SIM Deregistration Q for an unused SIM whose number is not remembered. Agent correctly mentioned visiting care point and NID/fingerprint, but missed mandatory information that deregistration has no charge and did not mention relevant dues clearance condition (postpaid bill / prepaid Jhotpot) for deregistration guidance. | |||||
| 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 concern, explained the visit-and-check process logically, and answered the follow-up question clearly without confusion or unnecessary delay. | |||||
| 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 responded to the actual issue and the customer did not need to repeat the same clear issue twice or more because of agent misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | No | 0/3 | |
Detail: Confirmed disruptive interruption: agent started 'জি, সিমটা—' at 14550 ms before the customer had finished and the customer immediately continued explaining from 15090 ms. | |||||
| 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 respectful throughout, used courteous language, and there was no empathy-trigger situation requiring apology beyond normal courtesy. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | Yes | 2/2 | |
Detail: 2 of 3 magic-word opportunities were appropriately covered; no critical opportunity was missed. Covered: acknowledgment/closing courtesy through 'ওয়েলকাম' and 'ভালো থাকবেন'; request-stage courtesy opportunity was not covered by the agent. | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | Yes | 6/6 | |
Detail: Agent appears responsive and confident in the transcript, with no announced-hold issue and no reliable evidence of >8 second unexplained delay, lethargy, or repeated hesitation. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | No | 0/10 | |
Detail: Sentence construction is materially broken/confusing in places, e.g. 'সিম রিকোয়েস্ট ও কেআর ভিজিট করে' and the long repeated line about NID/fingerprint and number display is poorly formed and unorganized. | |||||
| 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 pace/pitch or agent-level WPM evidence is unavailable. Overall duration, RMS, peak dBFS, and silence ratio cannot be used to calculate agent WPM. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: No clear unexplained internal system/platform jargon such as dCCRM, ICMS, or CQC was used. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: Agent used respectful personalization: 'স্যার'. | |||||
| 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? | No | 0/1 | |
Detail: Agent gave a normal closing but did not ask any comprehension or further-assistance question such as 'আর কোনো তথ্য দিয়ে সহযোগিতা করতে পারি?'. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | Yes | 1/1 | |
Detail: Professional closing was provided: 'ওয়েলকাম, স্যার... আপনার সাথে কথা বলে ভালো লাগলো। 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: no CRM/CQC/wrap-up metadata provided. | |||||