Evaluation Report
Score overview and question-level quality findings.
69 / 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 contains all 3 required parts: salam ('আসসালামু আলাইকুম'), identity ('নোভা 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 was respectful and welcoming, with polite salam and a service-oriented assistance offer. | |||||
| 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: Customer clearly explained the need: ownership transfer of 3 SIMs and later asked about different locations. Agent understood the intent and asked a relevant clarification/check on the 2-location process. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: No Robi system/API/security-verification metadata supplied, so system/security probing is not auditable in current phase. | |||||
| 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: ownership transfer with different-location process. Agent correctly mentioned Robi Sheba and 24-hour second-party visit, but gave incomplete mandatory information: did not state no ownership-transfer service charge, did not mention both parties' biometric/NID requirement in the final process answer, and said only 'রবি সেবা কেন্দ্র' after initially saying 'রিটেলার পয়েন্ট' without clearly aligning approved touchpoints. Also for documents, agent answered only 'এনআইডি' and omitted fingerprint/biometric requirement. | |||||
| 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: Handling was organized and professional: agent identified ownership transfer, checked the special 2-location scenario, returned with a logical step-by-step answer, and addressed follow-up questions about location, timing, and office availability. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Auto-Yes by rule because q_2_3 is No; additional-information criterion is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: Agent listened and responded to the actual issue. 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. Turn transitions were natural, and there is no evidence the agent cut off an unfinished customer thought. | |||||
| 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, used respectful language, thanked the customer, apologized after the wait, and maintained a helpful tone. No special empathy trigger beyond hold inconvenience was missed. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Total opportunities: 5; covered: 5; critical miss: No. Covered with 'ধন্যবাদ' before hold, 'ধন্যবাদ সময় দিয়ে সহযোগিতা করার জন্য' and 'দুঃখিত' after waiting, 'মোস্ট ওয়েলকাম' after thanks, and 'ধন্যবাদ, ভালো থাকবেন' in closing. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: Agent sounded responsive and confident in transcript flow. The long gap was explained by announced checking/hold, so it does not count as negative latency. No evidence of lethargic or unclear handling. | |||||
| q_3_6 | Soft Skill | Did the agent demonstrate proper sentence construction and clear pronunciation of banking terms, numbers, amounts, dates, and instructions? | Yes | 10/10 | |
Detail: Sentence construction was generally clear and usable. No reliable evidence of mispronunciation causing repair, repetition request, or unusable instruction. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | Yes | 10/10 | |
Detail: Agent word count: 95; agent speaking duration: 54.96 seconds; WPM: 103.71; threshold: <=350, so pass. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: Agent avoided internal jargon; terms used were customer-facing and understandable, such as Robi Sheba, verification, and OTP. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | No | 0/2 | |
Detail: Agent did not address the customer as Sir/Madam/স্যার/ম্যাডাম at any point. | |||||
| 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 rule: hold/transfer protocol is always N/A. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | Yes | 1/1 | |
Detail: Customer explicitly confirmed understanding: 'আচ্ছা, বুঝতে পেরেছি।' This satisfies comprehension confirmation without needing a redundant agent check. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Agent gave a professional closing: 'মোস্ট ওয়েলকাম... ধন্যবাদ, ভালো থাকবেন। আসসালামু আলাইকুম।' | |||||
| 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 supplied, so this is not auditable in current phase. | |||||