Evaluation Report
Score overview and question-level quality findings.
61 / 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 all 3 required parts: greeting 'আসসালামু আলাইকুম', agent identity 'প্রভা 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 was respectful, welcoming, and service-oriented; no cold or rude language appears in the greeting. | |||||
| 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: transfer SIM ownership from father's NID to own NID and asked whether both must visit. The agent understood and answered directly; extra probing was not necessary. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Current phase requires Robi system/API/security-verification metadata for auditing system/security probing; none was provided. | |||||
| 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 ownership transfer. Agent correctly said both parties' NID and fingerprints are needed, but missed mandatory channel/process information such as approved service point and that ownership transfer has no service charge except Doorstep. For this question, mandatory information was incomplete. | |||||
| 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: The agent understood the main issue immediately, answered the core question efficiently, and handled the short call in a logical and professional flow without confusion. | |||||
| 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 understood the customer's issue on the first explanation and responded accordingly; the customer did not need to repeat the same issue multiple times 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 from the transcript/timestamps; the agent waited for the customer to finish before responding. | |||||
| 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 language such as 'স্যার', 'জি স্যার', and a polite closing. No empathy trigger requiring apology was present. | |||||
| 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/assistance opening, further-assistance prompt with 'কাইন্ডলি', survey request with 'দয়া করে', and closing with 'ধন্যবাদ, ভালো থাকবেন'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: Agent responses were prompt and confident; no unexplained delay above 8 seconds, no hesitation, and no lethargic or unclear delivery is evident from the available transcript/timing. | |||||
| 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 understandable and organized enough to convey the process. No clear pronunciation failure caused customer repair or unusable instruction in the transcript. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | N/A | -/- | |
Detail: Reliable pace/pitch or agent-level WPM evidence is unavailable. Overall call duration, RMS, peak dBFS, and silence ratio cannot be used to audit q_3_7. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: The agent did not use unexplained internal jargon such as CRM/CQC/ICMS; 'ownership transfer' is a customer-facing service term. | |||||
| 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 '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: The agent checked for further assistance: 'আর কোনো তথ্য জানার আছে?' | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: The agent gave a clear professional closing: 'আপনার সাথে কথা বলে ভালো লাগল স্যার। 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: Current phase requires CRM/CQC/wrap-up metadata to audit this item; no such metadata was provided. | |||||