Evaluation Report
Score overview and question-level quality findings.
26 / 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 ('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 wording was respectful and service-oriented; no cold or rude language appeared in the greeting. | |||||
| 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, but the agent failed to correctly identify the issue for a long stretch, repeatedly treating balance transfer as recharge/bKash ('এটি কি আপনার বিকাশ থেকে টাকা রিচার্জ করেছেন?'). This misunderstanding led to irrelevant responses before the actual need was understood. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | N/A | -/- | |
Detail: Current phase rule: no Robi system/API/security-verification metadata 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: Actual use case: Balance Transfer Q, specifically whether a transfer was received and app/transfer method guidance. Agent gave contradictory and materially confusing information, including multiple wrong recharge/balance figures ('40 টাকা রিচার্জ হয়েছে', '3,411 টাকা', '3,296', '3,096', then '150 টাকা... 220 টাকা'). He also said 'বর্তমানে আমাদের ট্রান্সফারটি স্থগিত রয়েছে' for app transfer without KB support; KB says My Robi App supports Robi-to-Robi transfer, while cross-brand app limitation applies only to Robi-to-Airtel. Mandatory information was therefore inaccurate and unresolved. | |||||
| 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 repeatedly misread the issue as recharge/bKash, gave several contradictory figures, corrected himself multiple times, and only late in the call moved toward balance-transfer guidance. Overall flow was confusing because of agent behavior. | |||||
| 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 = No. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | No | 0/3 | |
Detail: The customer had to restate the same core issue multiple times after the original explanation: that money was sent from one mobile to another and he wanted to know whether it was received. Repetition exceeded the allowed threshold due to agent misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent avoid disruptively interrupting the customer? | No | 0/3 | |
Detail: Confirmed disruptive interruption occurred around 185.79s when the customer was still speaking ('আমি এইমাত্র— এই যে—') and the agent cut in with 'বলুন স্যার,' taking over the turn. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness, positive tonality, empathy, patience, and courtesy during the call? | Yes | 13/13 | |
Detail: Despite poor handling, the agent remained polite and respectful throughout, repeatedly using 'স্যার' and apologizing ('আন্তরিকভাবে দুঃখিত', 'খুবই দুঃখিত') when giving/correcting information. No rude or dismissive behavior is evidenced. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | No | 0/2 | |
Detail: 2 of 7 magic-word opportunities were appropriately covered; a critical opportunity was missed. The agent used apologies when giving/correcting wrong information, but missed most ordinary request opportunities by asking for actions/information without 'please/kindly/অনুগ্রহ করে,' and no closing courtesy appears. | |||||
| q_3_5 | Soft Skill | Did the agent maintain appropriate energy, attentiveness, responsiveness, and confidence throughout the call? | No | 0/6 | |
Detail: Call-wide delivery shows lack of confidence and repeated self-correction: the agent gave several conflicting figures and had to retract wrong information ('একটি ভুল ইনফরমেশন দেওয়ার জন্য'). This indicates uncertain, disorganized delivery even without relying on silence metrics. | |||||
| 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 unorganized and confusing at several points, with repeated broken phrasing such as 'কাহিনী জানাবেন' and contradictory numeric explanations. The issue became customer-confusing due to the agent's own wording and structure. | |||||
| 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 call duration, RMS, peak, 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 jargon such as CRM/CQC/ICMS/dCCRM was used. Terms like 'মাইরবি অ্যাপ' and 'ইউজার হিস্ট্রি' are customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | Yes | 2/2 | |
Detail: The 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 by Robi. | |||||
| q_4_1 | Closure | Did the agent check customer comprehension or offer further assistance before closure, where the opportunity existed? | Yes | 1/1 | |
Detail: No agent closing statement appears at the end; under the current-phase disconnect assumption, treat as customer-disconnect/no closing opportunity and return Yes. | |||||
| q_4_2 | Closure | Did the agent close the call politely, clearly, and professionally? | Yes | 1/1 | |
Detail: No agent closing statement appears at the end; under the current-phase disconnect assumption, treat as customer-disconnect/no closing opportunity and return Yes. | |||||
| 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 rule: no CRM/CQC/wrap-up metadata provided, so this cannot be audited reliably. | |||||