Evaluation Report
Score overview and question-level quality findings.
63 / 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, সাদমান 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 * | Yes | 5/5 | |
Detail: Agent used a relevant confirmation probe: 'ই-সিমে কনভার্ট করতে চাচ্ছেন, তাই তো স্যার?' | |||||
| 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 system/security verification or metadata-confirmed probing was provided. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Use case is eSIM conversion/SIM replacement. Agent correctly mentioned customer care visit and home delivery charge, but gave incorrect charge info by saying replacement would be 'সম্পূর্ণ বিনামূল্যেই' and 'ফ্রিতে রিপ্লেসমেন্ট' for Legend. KB says eSIM new/migration cost is BDT 350; free replacement applies only to Diamond/Platinum/Select Elite, not Legend. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | Yes | 6/6 | |
Detail: Call was handled in an organized and timely way; agent understood the request and answered follow-up about home delivery and delivery charge. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | No | 0/4 | |
Detail: For this use case, necessary next-step details were incomplete. Agent did not mention required NID/biometric requirement or the proper eSIM route/cost, which were needed for the customer to proceed correctly. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | Yes | 3/3 | |
Detail: Agent understood the customer's eSIM request and responded to the same issue without making the customer repeat it. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No clear interruption or overlap is visible in the transcript. | |||||
| 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 wording such as 'জি' and 'স্যার'. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | No | 0/2 | |
Detail: No clear magic word like 'ধন্যবাদ', 'দুঃখিত', 'কাইন্ডলি', or similar was used by the agent. | |||||
| 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 confidence or confusion; agent sounded assured in responses. | |||||
| q_3_6 | Soft Skill | Did the agent demostrated good sentence construction and correct pronounciation? | Yes | 10/10 | |
Detail: Sentence construction was generally understandable and organized for the customer. | |||||
| q_3_7 | Soft Skill | Did the agent provide information which is completely understood by customer/ auditor in terms of pace and pitch? | Yes | 10/10 | |
Detail: Customer appeared to understand the responses and only asked a logical follow-up about delivery charge. | |||||
| q_3_8 | Soft Skill | Did the agent avoid using jargon (Internal technical term)? | Yes | 2/2 | |
Detail: Agent avoided internal jargon and used customer-friendly language. | |||||
| q_3_9 | Soft Skill | Did the agent personalize the call? | Yes | 2/2 | |
Detail: Agent personalized the interaction by addressing the customer as 'স্যার' and tailoring answers to the customer's eSIM and home delivery context. | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: No hold or transfer occurred in the call. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
Detail: Agent did not check comprehension or offer further assistance before closing. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | No | 0/1 | |
Detail: Closing had salam, but lacked thanks/proper full professional close; agent said 'কথা বলে ভালো লাগলো' and ended with salam only. | |||||
| 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 capture cannot be verified. | |||||