Evaluation Report
Score overview and question-level quality findings.
31 / 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: greeting ('আসসালামু আলাইকুম'), agent identity ('তারেক 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 is respectful and service-oriented; wording is welcoming and attentive in the first turn. | |||||
| 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 clearly described balance transfer status/check issue multiple times ('পার্সোনাল থেকে পার্সোনাল', 'এক মোবাইল থেকে আরেক মোবাইলে'), but agent repeatedly probed in the wrong direction about bKash/recharge and misunderstood the need before reaching the actual issue. | |||||
| 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 provided, 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 balance transfer status/troubleshooting via My Robi App. Agent gave contradictory and confusing information: first discussed recharge history, then current balance, then prior balances, and later said 'বর্তমানে আমাদের ট্রান্সফারটি স্থগিত রয়েছে' without KB support. For this use case, the answer was not complete/correct and remained materially confusing. | |||||
| q_2_4 | Knowledge | Did the agent handle the core issue with expertise in a timely, organized, and solution-oriented manner? | No | 0/6 | |
Detail: Handling was disorganized and prolonged. Agent moved between bKash, recharge, balance history, and transfer status, gave a correction after wrong figures, and did not handle the issue in a clear logical flow. | |||||
| 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 must automatically be Yes with full marks and is not evaluated independently. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | No | 0/3 | |
Detail: Customer had to restate the same core issue multiple times ('পার্সোনাল থেকে পার্সোনাল', 'এক মোবাইল থেকে আরেক মোবাইলে', 'মাইরবি অ্যাপের মাধ্যমে') because the agent did not initially understand the request. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No strong evidence of inappropriate interruption. Brief overlaps such as 'জি, বলুন স্যার' and 'বলুন স্যার' did not materially prevent the customer from speaking. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | Yes | 13/13 | |
Detail: Agent remained polite and courteous throughout, repeatedly using respectful address 'স্যার' and apologetic language such as 'আন্তরিকভাবে দুঃখিত' and 'খুবই দুঃখিত' during a service difficulty context. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Valid magic words were used, including 'আন্তরিকভাবে দুঃখিত' and 'খুবই দুঃখিত'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
Detail: Delivery shows uncertainty and repeated self-correction. The agent gave multiple conflicting figures and corrected himself ('একটি ভুল ইনফরমেশন দেওয়ার জন্য'), which indicates lack of confidence and disorganized delivery during the call. | |||||
| 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 became materially confusing and repetitive at several points, e.g., repeated broken phrasing like 'কাহিনী জানাবেন' and disorganized explanations around recharge/balance/transfer, making the communication poorly formed. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | N/A | -/- | |
Detail: Reliable agent-level speaking-duration/word-count data or directly auditable pace-pitch evidence is not provided. RMS, peak dBFS, silence ratio, and total duration are insufficient for valid WPM/pace-pitch scoring. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent did not expose internal Robi system jargon such as CRM/CQC/ICMS; language remained customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent personalized the call using respectful address 'স্যার' multiple times. | |||||
| 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? | Yes | 1/1 | |
Detail: No agent closing statement appears at the end of the transcript; under the current-phase disconnect assumption, treat as customer-disconnect and award Yes. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: No agent closing statement appears at the end of the transcript; under the current-phase disconnect assumption, treat as customer-disconnect and award Yes. | |||||
| 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 provided, so CRM capture accuracy cannot be audited. | |||||