CRM
mock · V1
order_id
ORD-0D41741D
customer_tier
Bronze
city
Dubai
note
V1: mock context
Audio
00:00
/ 04:17
Analytics
Agent 96%
Customer 4%
Silence: 6s
Interruptions: 0
Turns: 11
Agent WPM: 75
Avg latency: 0.3s
Transcript
agent
Hi, thank you so much for calling Careem. This is Hadisha. How can I help you, Mr. Raja?
customer
Hey, good morning. Yeah, my order is getting delayed. I don't know when will I get it. Just to check on it.
agent
All right, Mr. Raja, I am very sorry for the inconvenience that you had to face. Don't need to be worried about that. From my side, I can see that the captain is assigned on this order, and he is proceeding towards the outfit. As I have recognized you as a Careem Plus customer, I will be very happy to give you the resolution. Uh, Mr. Raja, I need to contact to the captain on this. So will you please allow me to put this call on a very short hold?
customer
Yeah, yeah, sure.
agent
Thank you so much. Thank you so much for holding the line, Mr. Raja. Are you there on the line with me?
customer
Yeah.
agent
Yes, Mr. Raja. I have contacted to the captain. The captain is traveling, due to which I wasn't able to reach you the, the captain properly. But from my side I can see that he is very nearby to the outfit, like he will be at the outfit within one to two minutes. Once he will arrive at the outfit, he will pick up the order and will start proceeding towards you. And hopefully he will be delivering the order to you very soon. And for today purpose, first order will be marked as delivered. Order will be analyzed systematically. And for today purpose, you will get token of apology into your wallet from the Careem side. If there will be any possible delays from the-- from our side, so you will get the token of apology into your wallet. All right?
customer
Okay, fine.
agent
Thank you so much, Mr. Raja. Anything else from my end I can help you with?
customer
No, that's fine. Thank you.
agent
All right. Thank you so much for calling Careem. Have a great day. Goodbye.
Outcome
4.20
Resolved
CSAT:
★★★★★
(4/5)
Sentiment
60%
75%
+15
Summary
The customer called regarding a delayed order. The agent apologized, contacted the captain, provided an ETA, and offered a token of apology, resolving the issue.
Scorecard v2026.06-seed
Verification
w 15%
5.0/5
Verified customer identity per policy before sensitive action?
The agent directly addresses the customer by name, indicating prior verification.
“How can I help you, Mr. Raja?”
Tone & empathy
w 20%
4.0/5
Apologised, set expectations, didn't interrupt, stayed professional?
The agent apologizes for the inconvenience and maintains a professional tone throughout the call.
“I am very sorry for the inconvenience that you had to face.”
Understanding
w 10%
3.0/5
Asked the right clarifying questions before acting?
The agent asks for a hold to contact the captain, showing an attempt to understand the situation, but doesn't ask much beyond the initial delay.
“So will you please allow me to put this call on a very short hold?”
Policy
w 20%
4.0/5
Followed SOP / correct templates & macros (refunds etc.)?
The agent offers a token of apology, indicating adherence to a policy for delayed orders and mentions order analysis.
“you will get token of apology into your wallet from the Careem side.”
Resolution
w 20%
4.0/5
Gave factually correct info & actions, answered everything?
The agent provides a clear explanation of the delay and a resolution (token of apology and marking order as delivered).
“And for today purpose, first order will be marked as delivered.”
Effort
w 15%
5.0/5
Did the customer repeat themselves or give up/go silent?
The customer did not repeat themselves and the interaction was smooth.
“Yeah, yeah, sure.”