Evaluation Report
Score overview and question-level quality findings.
66 / 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, নোভা 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 relevant clarification such as asking location 'কোন জেলাতে?' and understood the two-location ownership transfer scenario. | |||||
| 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 metadata provided, and transcript does not confirm any system or security probing. | |||||
| q_2_3 | Knowledge | Did the agent provide complete information? * | No | 0/15 | |
Detail: Use case is ownership transfer with SIM replacement context. Agent correctly mentioned Robi Sheba/retailer, both persons, NID/fingerprint, 24-hour different-location process, and OTP verification, but missed mandatory charge info: ownership transfer is free except Doorstep charge. Also did not address the customer's stated SIM replacement need. | |||||
| q_2_4 | Knowledge | Did the agent close the call with Expertise? (timely manner) * | Yes | 6/6 | |
Detail: Overall handling was organized and customer-friendly; agent checked, returned from hold properly, answered the main ownership-transfer questions, and customer said 'বুঝতে পেরেছি'. | |||||
| q_2_5 | Knowledge | Did the agent ensured all the necessary additional information * | No | 0/4 | |
Detail: Necessary additional guidance was incomplete. Customer asked what documents to take and mentioned SIM replacement need, but agent only said 'এনআইডির তথ্য' and did not add biometric/fingerprint reminder, free service info, or next-step guidance for SIM replacement/service point details. | |||||
| q_3_1 | Soft Skill | Did the agent actively listen to the caller? | Yes | 3/3 | |
Detail: Agent listened to the customer's issue and responded to the ownership transfer from different locations without making the customer repeat the core issue unnecessarily. | |||||
| q_3_2 | Soft Skill | Did the agent interrupt the caller? | Yes | 3/3 | |
Detail: No clear interruption or talking over the customer 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 courteous throughout, including apology after hold: 'দুঃখিত, অধিক সময় অপেক্ষায় রেখেছি'. | |||||
| q_3_4 | Soft Skill | Did the agent use magic words during the call? | Yes | 2/2 | |
Detail: Used magic words such as 'ধন্যবাদ', 'দুঃখিত', and 'মোস্ট ওয়েলকাম'. | |||||
| 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 confused handling; agent sounded assured in the explanation. | |||||
| 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 enough for the customer to follow. | |||||
| 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 indicated understanding with 'আচ্ছা, বুঝতে পেরেছি'; no clear evidence of comprehension failure. | |||||
| 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 response to the caller's exact context: different locations, specific service center visit, and 24-hour process. | |||||
| q_3_10 | General | Did the agent follow the right call transfer/ hold protocol? | N/A | -/- | |
Detail: Hold protocol was followed: agent asked permission before hold and thanked/apologized after returning. | |||||
| q_4_1 | Closure | Did the agent comprehend at the end of the call? | No | 0/1 | |
Detail: Agent did not offer further assistance or do a clear end-of-call comprehension check before closing. | |||||
| q_4_2 | Closure | Did the agent close the call according as per script | Yes | 1/1 | |
Detail: Closing was professional with thanks, good wishes, and salam: 'ধন্যবাদ, ভালো থাকবেন। আসসালামু আলাইকুম।' | |||||
| 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. | |||||