Evaluation Report
Score overview and question-level quality findings.
28 / 86 points
| Key | Category | Question | Result | Score | |
|---|---|---|---|---|---|
| q_1_1 | Greeting | Did the agent greet the customer according to the protocol? | No | 0/1 | |
Detail: Opening had salam and assistance offer, but agent identity/company introduction was incomplete/unclear: 'আসসালামু আলাইকুম, দিদা বলছি। 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 polite, welcoming, and service-oriented with salam and assistance offer. | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | No | 0/5 | |
Detail: Agent did not use effective clarifying questions; the customer had to repeat the core issue about unwanted balance deduction/service several times before resolution. | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | N/A | -/- | |
Detail: Transcript shows account checking and OTP-based validation for deactivation: agent checked active service/charges and sent OTP before disabling the service. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Information was contradictory and incomplete. Agent first said the service charges 'উইকলি', then later said 'ডেইলি'. Explanation of the service was confusing, and the customer remained unclear before asking simply to stop it. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | No | 0/6 | |
Detail: Overall handling was scattered and delayed; repeated 'সময় দিয়ে সহযোগিতা করবেন' and contradictory charge frequency created confusion before the issue was finally resolved. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | Yes | 4/4 | |
Detail: Agent gave useful next-step info after deactivation: how to check active services via '*৫#' and how to stop validated services via '*৯#'. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | No | 0/3 | |
Detail: Customer had to restate the main concern multiple times ('সার্ভিসটা বন্ধ করেন', 'আর কোনো সার্ভিস চালু আছে কি দেখেন') because the agent focused on lengthy explanation instead of the requested action. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No clear transcript evidence of interruption or talking over the customer. | |||||
| q_3_3 | Soft Skill | Did the agent show friendliness (positive tonality/ empathy/ courtesy) during the call? | Yes | 13/13 | |
Detail: Agent remained polite and respectful throughout, using courteous address like 'স্যার' and patient responses despite the long call. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | Yes | 2/2 | |
Detail: Used courtesy expression: 'ধন্যবাদ স্যার, আপনার মূল্যবান সময় দিয়ে সহযোগিতা করার জন্য'. | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | No | 0/6 | |
Detail: Transcript shows visible confusion/self-contradiction in handling, especially saying both weekly and daily charging for the same service. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | No | 0/10 | |
Detail: Several explanations were overly long and poorly structured, especially the quiz-service description, making the sentence construction customer-confusing. | |||||
| q_3_7 | Soft Skill | Did the agent provide information which is completely understood by customer/ auditor in terms of pace and pitch? | No | 0/10 | |
Detail: Customer clearly did not understand the explanation: 'এর কাজ কী আমি বুঝতে পারছি না' and later asked to skip the explanation and just stop the service. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: Agent avoided internal system jargon; customer-facing language was mostly simple. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: Agent personalized the interaction by repeatedly addressing the customer respectfully and tailoring guidance to the customer's active service and deactivation request. | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: No hold or transfer occurred; metadata also shows hold.detected=false. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
Detail: Agent did not check understanding or offer further assistance near the end; no 'আর কিছু জানতে চান' type closing check was made. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | No | 0/1 | |
Detail: Call ended abruptly with 'জি' after the customer thanked; no professional closing with thanks/good wishes/salam. | |||||
| q_5_1 | Wrap up | Did the agent capture all information correctly and completely in CRM? | N/A | -/- | |
Detail: No CRM/CQC/wrap-up metadata was provided, so CRM capture cannot be verified from transcript alone. | |||||