CRM
mock · V1
order_id
ORD-43FC7139
customer_tier
Silver
city
Riyadh
note
V1: mock context
Audio
00:00
/ 05:27
Analytics
Agent 95%
Customer 5%
Silence: 11s
Interruptions: 0
Turns: 19
Agent WPM: 52
Avg latency: 0.3s
Transcript
agent
Hi, thank you so much for calling Careem. This is Mavisha. Can I help you, Mr. Manuel?
customer
Yes. Hi, how are you?
agent
I'm good, Mr. Manuel. Great to have you.
customer
Good. Good. So I ordered, uh... I have a pending order.
agent
Yes.
customer
Maybe you can see it in your system.
agent
Yes.
customer
I ordered it, like, almost one hour ago. I just wanted to check when is it coming because it keeps delaying.
agent
Yes. Yes, Mr. Manuel. We are really sorry for the delay. Let me check the details from my side. As I can see that you have placed a recent order from Breakfast by Alaz Eatery. Captain is waiting at the restaurant for the food, but still the order is not dispatched. No worries. Let me check with the restaurant in how much time they are going to dispatch the order. So if you allow me, can I put this call on a very short hold, please or should I give you a call back?
customer
Yes. Thank you.
agent
Do you want to stay on the hold, Mr. Manuel?
customer
I, I'll stay on the hold. Thank you.
agent
Thank you so much. Kindly stay on the hold. Thank you so much for your patience, Mr. Manuel. Are you still there?
customer
Yes.
agent
Yes, I just checked with the restaurant, and now they have dispatched the order and captain is already on the way for the delivery. And regarding delay, we are really sorry. I will just request you let the order be delivered to you once it get delivered. After delivery, system will automatically assess the delay time and the related amount as a gesture of goodwill will be added in your Careem app wallet without doing anything from your side.
customer
Okay, perfect. Thank you.
agent
Most welcome, Mr. Manuel. Is there anything else I can assist you?
customer
No, it's fine. Thank you.
agent
Most welcome. Thank you so much for calling Careem. Have a good day. Take care. Goodbye.
Outcome
4.55
Resolved
CSAT:
★★★★★
(5/5)
Sentiment
70%
90%
+20
Summary
The agent effectively handled a customer inquiry about a delayed order. They were empathetic, provided clear updates, and proactively offered a resolution in the form of a credit to the customer's wallet.
Scorecard v2026.06-seed
Verification
w 15%
4.0/5
Verified customer identity per policy before sensitive action?
Agent addressed the customer by name, indicating some level of verification, though no explicit security questions were asked.
“Can I help you, Mr. Manuel?”
Tone & empathy
w 20%
5.0/5
Apologised, set expectations, didn't interrupt, stayed professional?
Agent consistently used polite language, apologized for the delay, and showed patience throughout the call.
“We are really sorry for the delay.”
Understanding
w 10%
4.0/5
Asked the right clarifying questions before acting?
Agent asked clarifying questions to understand the issue (pending order, delay) before investigating.
“Let me check the details from my side.”
Policy
w 20%
4.0/5
Followed SOP / correct templates & macros (refunds etc.)?
Agent explained the automatic refund/credit process due to the delay, indicating knowledge of relevant policies.
“system will automatically assess the delay time and the related amount as a gesture of goodwill will be added in your Careem app wallet”
Resolution
w 20%
5.0/5
Gave factually correct info & actions, answered everything?
Agent provided a clear explanation of the situation, confirmed dispatch, and proactively offered a resolution (credit).
“captain is already on the way for the delivery.”
Effort
w 15%
5.0/5
Did the customer repeat themselves or give up/go silent?
The customer did not repeat themselves and remained engaged throughout the call, even while on hold.
“Yes. Thank you.”