Thunai
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Nikhil R.

Billing team · 142 conversations scored · weighted 61% against an 85% target

Score by parameter

Click a parameter to see the weak conversations

Score by interface

Same parameters, different channels

Scored conversations by date

Every conversation this agent handled, with the score against each parameter

DateConversationInterfaceAgentGreetingDiscoveryPolicyEmpathyResolutionTotal
Sep 10, 2026Billing dispute — customer asked for a same-week fix

Billing dispute · 4m 10s

Auto-fail: No recording disclosure		VoiceNikhil R.576850617262
Sep 10, 2026Re: Billing dispute — case #4105

Billing dispute · —

EmailNikhil R.685061725461
Sep 09, 2026Billing dispute — customer asked for a same-week fix

Billing dispute · 5m 31s

ChatNikhil R.506172546560
Sep 08, 2026Billing dispute — customer asked for a same-week fix

Billing dispute · 10m 17s

VoiceNikhil R.617254657666
Sep 07, 2026Re: Billing dispute — case #4120

Billing dispute · —

EmailNikhil R.725465765865
Sep 06, 2026Billing dispute — customer asked for a same-week fix

Billing dispute · 11m 38s

ChatNikhil R.546576586964
Sep 05, 2026Billing dispute — customer asked for a same-week fix

Billing dispute · 7m 24s

VoiceNikhil R.657658695164
Sep 05, 2026Re: Billing dispute — case #4135

Billing dispute · —

EmailNikhil R.765869516263
Sep 04, 2026Billing dispute — customer asked for a same-week fix

Billing dispute · 8m 45s

ChatNikhil R.586951627363

What to improve

Repeated misses turned into coaching points

Policy accuracy — most missed parameter
12 conversations
Says refund window as 30 days (policy is 14)
6 conversations
Ends without a confirmed next step
5 conversations
Assist suggestion shown but not used
18 times

Trend

Weighted score over the last five weeks

5 weeks ago67%
4 weeks ago64%
3 weeks ago65%
2 weeks ago60%
Last week61%