Evaluation Report
Score overview and question-level quality findings.
39 / 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 ('রিদয় 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 welcoming; the greeting and assistance offer sound service-oriented in wording. | |||||
| 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: The agent asked relevant clarification on budget ('কত টাকায় অফারগুলো নিতে চাচ্ছেন?') and confirmed the 30-day validity need before answering, which was sufficient to understand the request. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Current phase rule: 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: Use case is 30-day offer query within BDT 300. After learning the budget was '৩০০ টাকার ভিতরে,' the agent first suggested 599 and 397 taka offers, then gave 349 taka data offer, which is still above the stated budget. The final recommendation did not match the customer's mandatory price condition, so the information was not complete/correct for the actual need. | |||||
| 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 not timely/organized enough: despite the clear budget cap, the agent repeatedly proposed offers above the customer's stated range (599, 397, 349), creating ineffective handling of the core request. | |||||
| 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: The agent generally followed the customer's issue and adjusted from combo offer to data-only offer after the customer clarified 'মিনিট ছাড়া কোনো অফার নাই?'; the customer did not have to repeat the same core issue twice due to agent misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption is evident. The overlap around 'এছাড়াও শুধু ডেটা নিতে চাইলে—' is not enough by transcript alone to prove a disruptive cut-off by the agent. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | Yes | 13/13 | |
Detail: The agent remained polite and respectful throughout, using courteous wording and respectful address ('ম্যাম'). This was a neutral informational query with no special empathy trigger. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: 4 of 4 magic-word opportunities were appropriately covered; no critical opportunity was missed. Covered examples: polite request/waiting ('সময় দিয়ে সহযোগিতা করবেন'), repeat request support ('আমি আপনাকে কোডটি এসএমএসের মাধ্যমে পাঠিয়ে দিচ্ছি'), further-assistance close, and polite closing ('ভালো থাকবেন'). | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
Detail: There are multiple long response gaps attributable to the agent without a clear hold protocol, e.g. after the customer's first query at 7.65s the next agent response starts at 11.07s and the meaningful follow-up question comes much later; another long gap appears before the offer at 71.73s. This weakens responsiveness and call energy/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: Pronunciation/clarity issue is evidenced when the customer asks for repetition right after the dialing instruction: after 'স্টার ৪ হ্যাশ ডায়াল করে...' the customer says 'জি জি, বলেন আবার।' For this criterion, unclear delivery of a key code/instruction is a fail. | |||||
| 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 duration, RMS, peak dBFS, and silence ratio cannot be used to calculate agent WPM or audit pace/pitch reliably. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: The agent used customer-friendly language and did not expose internal jargon such as CRM/CQC/system names. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: The agent personalized the call by appropriately addressing the customer as 'ম্যাম' 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: The agent offered further assistance at the end: 'আর কোনো সহযোগিতা করতে পারি, ম্যাম?' | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: The closing is polite and professional: 'ভালো থাকবেন। আসসালামু আলাইকুম, ম্যাম।' | |||||
| 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 rule: no CRM/CQC/wrap-up metadata provided, so this cannot be audited. | |||||