Evaluation Report
Score overview and question-level quality findings.
29 / 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', identity 'তারেক 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 service-oriented; greeting wording was welcoming and attentive with no rude or cold language. | |||||
| q_2_1 | Knowledge | Did the agent obtain enough relevant information to correctly identify and understand the customer's banking need? | No | 0/5 | |
Detail: Clarification was needed for a balance-transfer receipt issue, but the agent repeatedly probed in the wrong direction ('বিকাশ থেকে', 'রিচার্জ') and did not obtain the exact need early, causing misunderstanding and irrelevant responses. | |||||
| 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 supplied, 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: Actual use case was balance transfer via My Robi App / transfer status. Agent gave contradictory and incorrect handling: repeatedly treated it as recharge/bKash, gave wrong balance/recharge information, and said 'বর্তমানে আমাদের ট্রান্সফারটি স্থগিত রয়েছে' although KB says My Robi App supports Robi-to-Robi balance transfer and cross-brand limitation applies only to Robi-to-Airtel. Mandatory information was therefore inaccurate/misleading. | |||||
| 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 disorganized and inefficient: the agent moved between recharge, bKash, balance history, and transfer status, corrected own information multiple times, and prolonged resolution before reaching a usable next step. | |||||
| q_2_5 | Knowledge | Did the agent provide the necessary additional information, next step, safety guidance, or escalation guidance? | Yes | 4/4 | |
Detail: Automatic Yes by anti-double-penalty rule because q_2_3 is No; additional information is not evaluated separately. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | No | 0/3 | |
Detail: Customer had to restate the same core issue multiple times after the original explanation: that money was transferred from one mobile to another and he wanted to know whether it was received. Repetition crossed the allowed threshold 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 found. Short entries like 'জি, বলুন স্যার' and 'বলুন স্যার' functioned as turn-taking/backchannel rather than clear cut-offs with objection. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | Yes | 13/13 | |
Detail: Despite misunderstanding the issue, the agent remained polite and respectful throughout, repeatedly using 'স্যার' and apologizing ('আন্তরিকভাবে দুঃখিত', 'খুবই দুঃখিত') when giving/correcting information. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | No | 0/2 | |
Detail: 2 of 6 magic-word opportunities were appropriately covered; a critical opportunity was missed. Covered: apology after wrong information and another apology on correction. Missed ordinary opportunities included several action/probing requests and no closing courtesy; critical missed opportunity: after customer reported failed transfer/non-receipt inconvenience, no connected apology/empathy was given. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
Detail: Agent showed repeated uncertainty and self-correction during the call, including multiple wrong-path probes and correction of prior information ('একটি ভুল ইনফরমেশন দেওয়ার জন্য'). Delivery appears responsive, but confidence/clarity across the full call was materially weakened by disorganized uncertain handling. | |||||
| 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 was materially weak at several points, with broken and confusing phrasing such as repeated 'কাহিনী জানাবেন' in unnatural places and contradictory fragmented explanations around recharge/transfer/balance history. This meets the strict sentence-construction failure standard. | |||||
| 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: No unexplained internal Robi jargon such as CRM/CQC/ICMS/dCCRM was used. Terms like 'মাইরবি অ্যাপ' and USSD code are customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: Agent appropriately personalized the call by repeatedly addressing the customer as 'স্যার'. | |||||
| 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: Transcript ends without any agent closing statement; under current-phase assumption, customer is treated as having disconnected first, so the agent had no confirmed opportunity to perform end-of-call comprehension/further-assistance check. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Transcript ends without any agent closing statement; under current-phase disconnect assumption, treat as customer-disconnect first and do not deduct for missing closing. | |||||
| 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 supplied, so CRM capture accuracy cannot be audited. | |||||