Lumina Retail
Daniel Ong
Team Alpha · started Dec 2025
Conversations
8
Average score
73.9
NRIC breaches
0
Open coaching
1
Score history
Weakest criteria
Pass rate, worst first — where to coach.
Did the agent acknowledge the customer's situation appropriately?50%
Was the information the agent provided accurate and complete?75%
Was the issue resolved, or a clear next step and owner given?75%
Did the agent close correctly?75%
Did the agent open with the approved greeting and identify themselves?88%
Did the agent demonstrate active listening?88%
Did the agent maintain a professional tone throughout?88%
Coaching timeline
Did the agent acknowledge the customer's situation appropriately?
22 Jul · open