Evaluation Report
Score overview and question-level quality findings.
45 / 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 salam, agent identity, and assistance offer: 'আসসালামু আলাইকুম, নুসরাত বলছি... কীভাবে সহযোগিতা করতে পারি?' | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | Yes | 2/2 | |
Detail: Greeting wording was polite, welcoming, and service-oriented. | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | No | 0/5 | |
Detail: Agent asked for repetition but then misunderstood the issue as charge deduction: 'আপনি টাকা চার্জ হচ্ছে কেন...' causing the customer to repeat 'ট্রান্সফার' multiple times. | |||||
| q_2_2 | Knowledge | Did the agent use System probing questions to understand to validated the caller's need/security probing * | N/A | -/- | |
Detail: No verifiable system/security probing metadata or transcript evidence for the balance transfer query. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Use case is Balance Transfer Q. Agent mentioned channels and short code 25064, but gave incomplete/wrong process: did not provide SMS format, did not mention eligible prepaid receiver, amount limit Tk 5-300, sender charge, or daily/monthly limits. Also said My Robi app can transfer Robi to Airtel, which conflicts with KB cross-brand app limitation. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | No | 0/6 | |
Detail: Handling was not fully organized; agent initially misunderstood the issue and the final explanation remained incomplete, so the core query was not handled with full expertise. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | Yes | 4/4 | |
Detail: Agent provided an additional next step by offering to send the code/instruction via SMS, which was relevant to help the customer proceed. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | No | 0/3 | |
Detail: Customer had to restate the same balance transfer issue because the agent first interpreted it as a charge issue. | |||||
| 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 courteous throughout, using respectful address and apologies such as 'দুঃখিত স্যার' and 'ধন্যবাদ স্যার'. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | Yes | 2/2 | |
Detail: Used magic words including 'দুঃখিত', 'ধন্যবাদ', and 'কাইন্ডলি'. | |||||
| q_3_5 | Soft Skill | Did the agent have appropriate energy/ liveliness/ confidence throughout the call? | Yes | 6/6 | |
Detail: No clear transcript evidence of low energy or lack of confidence; benefit of doubt applied. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | Yes | 10/10 | |
Detail: Sentence construction was generally understandable despite some repetition of 'স্যার'. | |||||
| 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 asked again for SMS instruction after the explanation, showing the information was not fully clear/completely understood. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: Agent avoided internal technical jargon and used customer-facing language. | |||||
| 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 responses to the customer's balance transfer request and later deduction concern. | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: Agent asked permission before hold: 'অপেক্ষা রাখতে পারি?' and thanked the customer after return. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
Detail: Agent used 'বুঝাতে পেরেছি?' earlier, but not near the end of the call; the call ended without a final comprehension/further-help check. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | No | 0/1 | |
Detail: No professional closing with thanks/good wishes/salam at the end; call ended while moving to another issue. | |||||
| 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 provided, so CRM capture cannot be verified. | |||||