Lumina Retail
Kelvin Sim
Team Alpha · started Feb 2026
96.7
PeriodGroup by3 conversations
Conversations
3
Average score
96.7
NRIC breaches
0
Open coaching
0
Performance by week
3 periodsw/c 21 Jun
w/c 19 Jul
w/c 26 Jul
Average score per week
| Week | Audits | Average | Auto-fails | Breaches |
|---|---|---|---|---|
| w/c 26 Jul | 1 | 97.5% | 0 | 0 |
| w/c 19 Jul | 1 | 95.0% | 0 | 0 |
| w/c 21 Jun | 1 | 97.5% | 0 | 0 |
Score history
Weakest criteria
Pass rate, worst first — where to coach.
Did the agent open with the approved greeting and identify themselves?100%
Did the agent demonstrate active listening?100%
Did the agent acknowledge the customer's situation appropriately?100%
Was the information the agent provided accurate and complete?100%
Was the issue resolved, or a clear next step and owner given?100%
Did the agent maintain a professional tone throughout?100%
Did the agent close correctly?100%
Coaching timeline
No coaching items raised.