Lumina Retail
Bryan Ng
Team Charlie · started Sept 2025
Conversations
11
Average score
80.8
NRIC breaches
0
Open coaching
0
Score history
Weakest criteria
Pass rate, worst first — where to coach.
Was the information the agent provided accurate and complete?73%
Did the agent open with the approved greeting and identify themselves?82%
Was the issue resolved, or a clear next step and owner given?82%
Did the agent maintain a professional tone throughout?82%
Did the agent demonstrate active listening?91%
Did the agent acknowledge the customer's situation appropriately?91%
Did the agent close correctly?91%
Coaching timeline
Was the issue resolved, or a clear next step and owner given?
27 Jun · done · 52 → 84
Did the agent acknowledge the customer's situation appropriately?
29 Jun · done · 48 → 79