Call Assessment Report - Arabic Queue

Call ID: 33484251-9013 | Date: February 27, 2025

Arabic New Patient Rayan Clinic

Overall Assessment: PASS

The agent scored 19 out of 20 possible points (95%), which is an excellent grade.

Raw Score: 19
Total Possible: 20
Percentage: 95%

Call Details

Call Type: Appointment Scheduling

Patient Status: New patient

Branch Discussed: Rayan

Specialty Discussed: General Practitioner

Services Discussed: Walk-in service

Patient Sentiment: Positive

Evaluation Categories Scores by Category

75%
Opening
100%
Information
100%
Communication
100%
Efficiency
75%
Closing

Performance Summary

95%
Opening (75%)
Information (100%)
Communication (100%)
Efficiency (100%)
Closing (75%)
Code of Conduct (100%)

Opening Metrics

Greeting
Clinic ID
Self Intro
Service Offer

Closing Metrics

Summary
Next Steps
Add. Help
Appreciation

Assessment Details

Strengths

Improvement Areas

Training Points

Service Gaps

Code of Conduct Compliance

Performance Comparison

Category This Call (95%) Team Average
Opening Protocol 75% ★★★☆☆ 80% ★★★★☆
Information Accuracy 100% ★★★★★ 85% ★★★★☆
Communication Quality 100% ★★★★★ 90% ★★★★★
Service Efficiency 100% ★★★★★ 85% ★★★★☆
Call Closing 75% ★★★☆☆ 75% ★★★☆☆
Overall Score 95% ★★★★★ 83% ★★★★☆

Call Transcript Summary

Hello, welcome to Rayan city. The patient wants to book an appointment with an Arab general practitioner. The staff informs the patient that there are no Arab general practitioners available in the third district of Rayan, but there is a female general practitioner, Dr. Aya Jaber, available at the Rayan branch from 3 pm to 1 am. The patient asks about other options and the staff suggests Dr. Musaab, a Sudanese general practitioner, who is available from 3 pm to 11 pm. The patient books an appointment with Dr. Musaab and asks if they can come earlier. The staff confirms the appointment and asks for the patient's name and mobile number to send a confirmation message.