Lumina Retail
Anitha Selvam
Team Alpha · started Jan 2026
97.5
PeriodGroup by3 conversations
Conversations
3
Average score
97.5
NRIC breaches
1
Open coaching
0
Performance by week
3 periodsw/c 21 Jun
w/c 5 Jul
w/c 19 Jul
Average score per week
| Week | Audits | Average | Auto-fails | Breaches |
|---|---|---|---|---|
| w/c 19 Jul | 1 | 0.0% | 1 | 1 |
| w/c 5 Jul | 1 | 100.0% | 0 | 0 |
| w/c 21 Jun | 1 | 95.0% | 0 | 0 |
Score history
Weakest criteria
Pass rate, worst first — where to coach.
Did the agent request or accept NRIC digits as a means of verifying identity?67%
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%
Coaching timeline
No coaching items raised.