Evaluation Report
Score overview and question-level quality findings.
49 / 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 meanings: greeting ('আসসালামু আলাইকুম'), agent identity ('আমি মাহিনা বলছি'), and assistance offer ('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 wording is attentive and service-oriented with a polite assistance offer. | |||||
| 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: The customer's need was not understood effectively. After one clarification, the customer again explained wanting contact/connection with the service desk person, but the agent mainly repeated 'গিয়ে যোগাযোগ করতে হবে' without sufficiently probing the actual issue or possible resolution path. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: N/A in current phase because no Robi system/API/security-verification metadata 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: For the actual issue (customer left SIM at a Robi care/service desk and wanted help contacting that point), the agent only said call transfer/contact was not possible and to go there again. The response was incomplete because no meaningful next-step guidance or relevant service channel alternative was provided beyond repeating in-person contact. | |||||
| 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 well organized or effective. The agent showed limited understanding of the core concern, repeated the same direction, and did not move the call toward a practical resolution. | |||||
| 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 under the anti-double-penalty rule because q_2_3 is No. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: There was one initial misunderstanding ('বুঝতে পারিনি স্যার'), but this stayed within the allowed threshold. The agent did engage with the customer's issue afterward. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | Yes | 3/3 | |
Detail: No clear inappropriate interruption is established. Brief interjections like 'জি?' did not materially prevent the customer from speaking. | |||||
| 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 ('স্যার') and empathy/apology phrases such as 'খুবই দুঃখিত স্যার' when the customer described the SIM problem. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | Yes | 2/2 | |
Detail: Valid magic words were used, including 'কাইন্ডলি' and 'খুবই দুঃখিত' and 'ভালো থাকবেন'. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | Yes | 6/6 | |
Detail: The agent was generally responsive and confident in delivery. No reliable evidence of >8 second unexplained response delay, lethargic tone, or major hesitation appears from the transcript/timestamps. | |||||
| 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 understandable and usable for the conversation. No reliable evidence shows a pronunciation failure that made key information unusable. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | N/A | -/- | |
Detail: N/A because reliable agent-level audio evidence or agent-only speaking-duration/word-count data for pace, pitch, and WPM assessment was not provided. Overall call duration/silence ratio cannot be used. | |||||
| 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/system codes; language remained customer-friendly. | |||||
| 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 with respectful address, repeatedly using '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: N/A in the current phase. Hold/transfer protocol is temporarily excluded by Robi. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | No | 0/1 | |
Detail: The agent had a normal opportunity to close and did close, but did not ask any comprehension or further-assistance question such as 'আর কোনো তথ্য দিয়ে সহযোগিতা করতে পারি?'. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: Closing was polite and professional: 'কথা বলে ভালো লাগলো। 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: N/A in current phase because no CRM/CQC/wrap-up metadata was provided. | |||||