Evaluation Report
Score overview and question-level quality findings.
22 / 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, self-identification, and assistance offer: 'আসসালামু আলাইকুম, রূপ বলছি... কীভাবে সহযোগিতা করতে পারি'. | |||||
| q_1_2 | Greeting | Did the agent greet with friendly/ welcoming tone? | Yes | 2/2 | |
Detail: Greeting wording was respectful and welcoming with a service-oriented opening. | |||||
| q_2_1 | Knowledge | Did the agent use verbal probing questions to understand to validated the caller's need * | Yes | 5/5 | |
Detail: Agent asked relevant clarifying questions about prior contact and what was said, then checked whether the customer tried the code. | |||||
| 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 checking is available in transcript or metadata. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: For the customer's missing offer/SMS issue, the agent gave an incomplete and somewhat confusing explanation. She said offers are not available and suggested '*0#', but did not clearly validate the exact offer/message issue or provide a complete, well-grounded resolution path. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | No | 0/6 | |
Detail: Handling was not fully organized; the customer repeated why the offer no longer appears, and the explanation remained somewhat repetitive/confusing rather than clearly resolving the concern. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | No | 0/4 | |
Detail: Agent mentioned dialing codes but did not provide a clear next-step/follow-up path for the missing SMS/offer issue beyond generic retry guidance. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | No | 0/3 | |
Detail: Customer had to restate the core concern—earlier offers used to come but now do not—because the agent focused narrowly on dialing codes and did not fully address the actual 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? | No | 0/13 | |
Detail: Agent remained polite, but for a service inconvenience she did not show empathy/apology; the interaction lacked clear empathetic handling. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | No | 0/2 | |
Detail: No clear magic word such as 'ধন্যবাদ', 'দুঃখিত', 'sorry', or 'kindly' was used. | |||||
| 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? | No | 0/10 | |
Detail: Some sentence construction was awkward and repetitive, e.g., 'এখানে আপনার জন্য অফারগুলো এভেলেবেল নেই, যার কারণে আপনি আসলে আপনি মেসেজগুলো পাচ্ছেন না,' which reduced clarity. | |||||
| 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 repeated the same question—why offers used to come before but not now—showing the explanation was not fully understood/resolved. | |||||
| 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 referred to the customer's specific issue and used respectful address like 'স্যার', making the interaction somewhat personalized. | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: No hold or transfer occurred; full mark by default. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | Yes | 1/1 | |
Detail: Near the end, agent checked understanding: 'বোঝাতে পেরেছি?'. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | No | 0/1 | |
Detail: No proper professional closing with thanks/good wishes/salam is present in the transcript. | |||||
| 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. | |||||