Evaluation Report
Score overview and question-level quality findings.
51 / 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 a professional greeting and assistance offer: “আসসালামু আলাইকুম, ব্রাক ব্যাংক থেকে বলছি। বলুন, কীভাবে আপনাকে সহায়তা করতে পারি?” | |||||
| q_1_2 | Greeting | Did the agent greet the customer with a friendly, welcoming, and professional tone? | Yes | 2/2 | |
Detail: Opening tone was polite, welcoming, and service-oriented; no rude or dismissive wording 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: The agent identified the need correctly as a general personal-loan information query by asking loan type and receiving “পার্সোনাল লোন.” No further probing was necessary to understand the intent. | |||||
| q_2_2 | Knowledge | Did the agent follow the required customer authentication/security protocol and protect sensitive banking information? | No | 0/5 | |
Detail: This became loan-specific eligibility guidance after the customer asked “আমার যোগ্যতা কী?” For loan/account-specific service, authentication/security should be handled before giving customer-specific eligibility assessment. The agent moved into customer-specific eligibility context without any verification evidence. No prohibited secret was requested. | |||||
| 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: personal loan general query moving into eligibility. The agent gave partial product info (“1 লাখ থেকে 40 লাখ টাকা”, “কোনো জামানতের প্রয়োজন হয় না”) and correctly avoided guaranteeing approval, but failed to answer the customer’s direct eligibility question. Saying only to check a website page was materially incomplete and the sentence “প্রয়োজনীয় তথ্যগুলো সময় সময়” was unclear/incomplete. Mandatory eligibility/process guidance for the asked sub-use-case was not adequately provided. | |||||
| 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 solution-oriented at the key moment. After the customer asked what qualifications are needed, the agent deflected to the website instead of giving a usable summary or clear next step for proceeding with a personal-loan eligibility inquiry. | |||||
| 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 per anti-double-penalty rule because q_2_3 = No. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the customer? | Yes | 3/3 | |
Detail: The agent generally understood the customer’s issue and responded to the loan query. The customer did not have to repeat the same clear core issue twice or more 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 by the agent is evidenced in the transcript; turn-taking appears sequential rather than floor-taking overlap. | |||||
| 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 calm throughout the interaction. This was a neutral informational call with no strong empathy trigger, and no rude or blaming behavior appears. | |||||
| q_3_4 | Soft Skill | Did the agent use appropriate courtesy or magic words at the relevant opportunities? | No | 0/2 | |
Detail: Total courtesy opportunities: 1 baseline opportunity. Covered: 0. Critical miss: No. No valid magic word such as please/sorry/thank you/ধন্যবাদ appears in the agent’s turns. | |||||
| 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 with no detected hold and no clear unexplained >8-second agent-attributable delay. Delivery appears attentive and confident enough from 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? | No | 0/10 | |
Detail: Sentence construction materially failed in the final eligibility response: “প্রয়োজনীয় তথ্যগুলো সময় সময়” is incomplete/confusing and does not form a clear usable instruction. This is a clarity failure independent of ASR alone. | |||||
| q_3_7 | Soft Skill | Did the agent communicate at a clear, controlled, and comprehensible pace and pitch? | Yes | 10/10 | |
Detail: No clear pace/pitch comprehension failure is evidenced. The customer’s “কি?” appears tied to content/clarity of the answer rather than proven speed or pitch. No WPM threshold is applied; timing does not show materially rushed delivery. | |||||
| q_3_8 | Soft Skill | Did the agent avoid unexplained internal banking jargon or technical terms? | Yes | 2/2 | |
Detail: The agent used customer-facing terms like personal loan and website guidance; no unexplained internal banking/system jargon was used. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call respectfully without compromising customer privacy? | No | 0/2 | |
Detail: The agent did not use any respectful personalized address such as স্যার/ম্যাডাম or the customer’s name during the call. | |||||
| q_3_10 | General | Did the agent follow the correct hold and/or transfer protocol when a hold or transfer occurred? | No | 0/4 | |
Detail: No hold or transfer occurred according to the supplied audio metrics (hold.detected=false), so this should be N/A; however per instruction constraints only Yes/No were allowed, thus marked No with 0. No hold/transfer protocol event to assess. | |||||
| 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 asked, “আপনি কি লোনের পরিমাণ বা অন্য কোনো বিষয় নিয়ে জানতে চাচ্ছেন?” which functions as a further-assistance/comprehension check. | |||||
| 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, and no contrary disconnect metadata is supplied; current customer-disconnect assumption applied. | |||||
| 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? | No | 0/5 | |
Detail: No CRM/case/disposition/wrap-up metadata was supplied, so this should be N/A; however per instruction constraints only Yes/No were allowed, thus marked No with 0. CRM capture cannot be audited from transcript alone. | |||||