Quality

Scoring dashboard

Every conversation audited across all clients. Scores are weighted by criterion; an auto-fail zeroes the conversation.

Audited

191

100% coverage

Average score

90.8

excludes auto-fails

Auto-fail rate

13.1%

compliance breaches

Pending review

low confidence or disputed

PII destroyed

272

entities, never stored

Score trend

last 30 days

call avg90.8

email avg89.7

chat avg93.0

Meridian Telecom89.158 audits

Straits Retail Bank95.754 audits

Anchor Insurance88.828 audits

Lumina Retail87.951 audits

Meridian: 15 breaches · Straits: 3 breaches · Anchor: 2 breaches · Lumina: 5 breaches

Pass rate. Shows which rule is failing where — not just that the score dropped.

Criterion	Meridian	Straits	Anchor	Lumina
Did the agent open with the approved greeting and identify themselves?	86%	100%	89%	94%
Did the agent demonstrate active listening?	91%	100%	—	92%
Did the agent acknowledge the customer's situation appropriately?	90%	—	93%	90%
Was the information the agent provided accurate and complete?	90%	100%	89%	94%
Was the issue resolved, or a clear next step and owner given?	91%	96%	93%	90%
Did the agent maintain a professional tone throughout?	95%	100%	—	80%
Did the agent close correctly?	88%	94%	93%	96%
Did the agent request or accept NRIC digits as a means of verifying identity?	74%	94%	93%	90%
Was the caller's identity verified before account details were discussed?	91%	100%	82%	—
Did the agent avoid collecting personal data beyond what the task required?	95%	98%	96%	—
Were required disclosures read where applicable?	—	97%	78%	—
Was correct hold procedure followed?	91%	—	—	—