Thunai
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Sara M.

Care team · 168 conversations scored · weighted 68% 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, 2026Order damaged — customer asked for a same-week fix

Order damaged · 5m 17s

ChatSara M.738466775972
Sep 09, 2026Order damaged — customer asked for a same-week fix

Order damaged · 10m 52s

VoiceSara M.846677597071
Sep 09, 2026Re: Order damaged — case #4111

Order damaged · —

EmailSara M.667759708171
Sep 08, 2026Order damaged — customer asked for a same-week fix

Order damaged · 11m 24s

ChatSara M.775970816370
Sep 07, 2026Order damaged — customer asked for a same-week fix

Order damaged · 7m 10s

VoiceSara M.597081637469
Sep 06, 2026Re: Order damaged — case #4126

Order damaged · —

EmailSara M.708163748575
Sep 05, 2026Order damaged — customer asked for a same-week fix

Order damaged · 8m 31s

ChatSara M.816374856774
Sep 04, 2026Order damaged — customer asked for a same-week fix

Order damaged · 4m 17s

VoiceSara M.637485677873
Sep 04, 2026Re: Order damaged — case #4141

Order damaged · —

EmailSara M.748567786073

What to improve

Repeated misses turned into coaching points

Resolution & next steps — 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 ago74%
4 weeks ago71%
3 weeks ago72%
2 weeks ago67%
Last week68%