Evaluation Report
Score overview and question-level quality findings.
45 / 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 ('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 wording is respectful and service-oriented, with a standard salam, self-introduction, and help offer; no cold or rude wording appears in the opening. | |||||
| 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 used relevant clarification to narrow the need: asked budget ('কত টাকায় অফারগুলো নিতে চাচ্ছেন?') and reconfirmed 30-day validity. Probing was relevant to the customer's offer query. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Current-phase N/A: no Robi system/API/security-verification metadata was 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: Customer asked for a 30-day offer within BDT 300, but the agent mainly offered BDT 599, BDT 397, and BDT 349 options, all above the stated budget. The final answer did not provide a complete and correct response to the exact requested price range. | |||||
| 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: Despite the incorrect fit to the requested budget, the agent generally handled the call in an organized way: clarified budget, checked information, answered follow-up about data-only option, and closed professionally. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Per 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? | Yes | 3/3 | |
Detail: The agent generally followed the customer's topic and responded to the request for 30-day offers and then data-only options. One clarification/repetition occurred but did not cross the failure threshold. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear evidence of inappropriate interruption appears in the transcript. The brief overlap around 'মিনিট?' does not show the agent cutting off the customer. | |||||
| 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 courteous throughout, using respectful address ('ম্যাম') and calm service language. This was a neutral informational call, so no special empathy trigger was required. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Valid magic/courtesy words were used, including 'আন্তরিকভাবে দুঃখিত' and '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 without a clear hold announcement or active explanation, e.g. after the customer's first query (~7.65s to ~11.07s) and especially before the budget question (~12.33s to ~18.69s), and again before the next clarification/checking response. This weakens responsiveness and liveliness. | |||||
| 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: A key instruction had to be repeated after the customer said 'জি জি, বলেন আবার' following 'স্টার ৪ হ্যাশ'. That customer repair behavior is reliable evidence that the code/instruction was not clearly delivered the first time. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | N/A | -/- | |
Detail: Pace/pitch and agent-level WPM cannot be reliably audited from the provided inputs. Total duration, RMS, peak, and silence ratio are insufficient, and no agent-level speaking-duration/WPM data or direct audio assessment is available here. | |||||
| 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 or internal process codes. | |||||
| 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 addressing the customer respectfully 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 was 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 N/A: no CRM/CQC/wrap-up metadata was provided, so CRM capture accuracy cannot be audited. | |||||