Evaluation Report
Score overview and question-level quality findings.
56 / 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 included salam, self-identification, and assistance offer: 'আসসালামু আলাইকুম, রবিন বলছি... 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 was polite, welcoming, and service-oriented. | |||||
| q_2_1 | Knowledge | Did the agent obtain enough relevant information to correctly identify and understand the customer's banking need? | Yes | 5/5 | |
Detail: Agent used relevant clarification to confirm the exact location: '১২ নাম্বার সেক্টর, তাই তো স্যার?'. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: No verifiable system/security probing metadata was provided; transcript alone cannot confirm required system validation. | |||||
| q_2_3 | Knowledge | Did the agent provide complete, correct, current, and safe information for the customer's exact banking use case? | Yes | 15/15 | |
Detail: Customer asked service-center opening time; agent checked and provided the branch location and today's timing clearly: Ramadan schedule 'সকাল দশটা থেকে... চারটা ত্রিশ পর্যন্ত'. | |||||
| 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: Call was handled in an organized way; agent confirmed location, checked, and answered the core query within the call. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Agent provided useful additional information by sharing the full service-center address along with the opening hours. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent understood the customer's need and responded to the correct issue without making the customer repeat it unnecessarily. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear interruption or overlap is visible in the transcript. | |||||
| 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 courteous throughout, using respectful language like 'স্যার', 'দুঃখিত', and a polite closing. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Used magic words such as 'দুঃখিত' and 'Most welcome'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
Detail: Transcript shows some visible uncertainty/repetition while giving the timing: 'সন্ধ্যা... দুপুর সন্ধ্যা চারটা ত্রিশ', which weakens confidence. | |||||
| 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 somewhat disorganized during the timing explanation, e.g., 'সন্ধ্যা। দুপুর সন্ধ্যা চারটা ত্রিশ', which is not fully clean or structured. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | No | 0/10 | |
Detail: Customer had to reconfirm the key information: 'কয়টা? চারটা ত্রিশ?' after the agent's somewhat confusing timing statement. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | No | 0/2 | |
Detail: Agent used internal-style term 'সিস্টেম দেখতে পাচ্ছি' in customer-facing explanation instead of simple customer-friendly wording. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent personalized the call by addressing the customer respectfully and tailoring the response to the specific Uttara 12 sector location. | |||||
| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | N/A | -/- | |
Detail: No hold or transfer was detected in metadata; score as compliant. | |||||
| 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 did not check understanding or ask if any further help was needed before closing. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | No | 0/1 | |
Detail: Closing had good wishes and salam, but no explicit thanks from the agent, so full professional close standard was not fully met. | |||||
| 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: No CRM/CQC/wrap-up metadata was provided, so capture accuracy cannot be verified. | |||||