Evaluation Report
Score overview and question-level quality findings.
50 / 86 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the protocol? | Yes | 1/1 | |
Detail: Opening included all 3 required parts: greeting 'আসসালামু আলাইকুম', agent identity 'সাজিয়া বলছি', and assistance offer 'আজকে আপনাকে কীভাবে সহযোগিতা করতে পারি?' | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | Yes | 2/2 | |
Detail: Opening wording was respectful and welcoming, with a proper salam, self-introduction, and service-oriented assistance offer. | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | Yes | 5/5 | |
Detail: The agent asked one relevant clarification about the previous call topic, then understood the actual need: whether 4G SIM upgrade can be done from call center or where to do it. | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | N/A | -/- | |
Detail: Current-phase N/A because no Robi system/API/security-verification metadata was supplied. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Use case is 4G SIM upgrade / SIM replacement-biometric service. Agent correctly said it cannot be processed from here and directed to customer care/retailer point with biometric fingerprint and NID, but mandatory charge information for SIM upgrade/replacement (BDT 350 standard, or relevant service charge guidance) was not provided. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | Yes | 6/6 | |
Detail: Handling was organized and timely. The agent clarified the issue, answered the main question directly, gave service channels, and explained why call-center processing was not possible. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | 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 caller? | Yes | 3/3 | |
Detail: The agent understood and responded to the caller’s actual issue after one clarification; the customer did not need to repeat the same clear issue twice due to agent misunderstanding. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No confirmed disruptive interruption is evident from the transcript/timestamps; the agent did not cut off or talk over the customer. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness (positive tonality/ empathy/ courtesy) during the call? | Yes | 13/13 | |
Detail: The agent remained polite and courteous throughout, using respectful address 'স্যার' and apology language 'দুঃখিত' where appropriate. No rudeness or dismissiveness is evident. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | Yes | 2/2 | |
Detail: 5 of 5 magic-word opportunities were appropriately covered; no critical opportunity was missed. Covered examples include apology before clarification, polite request 'কানলি', apology before denial, 'আপনাকে কষ্ট করে', and closing thanks/well-wish. | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | Yes | 6/6 | |
Detail: The agent was responsive and confident throughout the short call, with no unexplained long delay above 8 seconds, no evident hesitation, and clear direct responses. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | No | 0/10 | |
Detail: Sentence construction became materially broken/confusing at points, e.g. 'আমাদের সাইড থেকে তো স্যার বর্তমানে ম্যানুয়ালি এটি করার পথ—মানে, সুযোগ থাকছে না,' which is unorganized and awkwardly formed. | |||||
| q_3_7 | Soft Skill | Did the agent provide information which is completely understood by customer/ auditor in terms of pace and pitch? | N/A | -/- | |
Detail: Reliable agent-level pace/pitch/WPM evidence is unavailable. Overall call duration and generic audio metrics cannot be used to calculate agent WPM. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: The agent did not expose internal jargon such as CRM/CQC/system names; wording remained customer-facing. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | 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 right call transfer/ hold protocol? | N/A | -/- | |
Detail: Current-phase N/A. Hold/transfer protocol is temporarily excluded by Robi. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
Detail: The agent gave a closing but did not ask any comprehension or further-assistance question such as 'আর কোনো তথ্য দিয়ে সহযোগিতা করতে পারি?' or equivalent. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | Yes | 1/1 | |
Detail: The closing was polite and professional: 'মোস্ট ওয়েলকাম', 'আপনার সাথে কথা বলে ভালো লাগলো', 'ধন্যবাদ, ভালো থাকবেন স্যার', and salam. | |||||
| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | N/A | -/- | |
Detail: Current-phase N/A because no CRM/CQC/wrap-up metadata was supplied. | |||||