Fictional worked example
A call scorecard that explains the assessment
This fictional example illustrates a review method. It is not a customer recording, a measured product result or a screenshot of an actual EchoAudit assessment.
The short conversation
Customer: I work from home and the connection drops during video calls. Agent: It sounds like reliability during work calls is the priority. Customer: Exactly. Agent: I can look at the options and call you tomorrow.
Criterion: confirm the customer's main need
Assessment: met. Evidence: the agent restates reliability during work calls as the priority and the customer confirms it. The criterion asks for confirmation of the need, not simply whether the agent asked a question.
Criterion: agree a specific next step
Assessment: partly met. Evidence: the agent proposes a call tomorrow, but the excerpt contains no agreed time or customer acceptance. The reviewer should not infer agreement from information that is absent.
Criterion: explain the selected offer
Assessment: not applicable to this excerpt. No offer is selected. In a full-call review, the rubric should define whether this criterion became applicable later in the conversation.
Coaching action
Keep the clear summary of the customer's need. Improve the close by asking for an agreed callback time and confirming what information the next conversation will cover.
Use the example responsibly
A short excerpt cannot establish what happened in the full call. Define applicability and evidence rules before assigning totals, and review ambiguous cases against the recording.