Behavioral ratings
In addition to the hard metrics (score, violations, dispositions), e9Kontrol rates the agent's soft skills — how they behaved on the call. These appear on brief calls and in the analysis.
| Rating | Scale |
|---|---|
| Opener style | Permission Based, Direct Pitch, Rambling Unclear, Standard Greeting |
| Hook effectiveness | Poor, Average, Strong |
| Commitment level | Vague, Soft Window, Hard Appointment |
| Politeness | Rude, Indifferent, Courteous |
| Handling efficiency | Drawn Out, Abrupt, Professional & Swift |
| Info accuracy | Incorrect, Partial, Accurate, N/A |
| Helpfulness | Dismissive, Robotic, Polite, Proactive |
| Exit grace | Abrupt, Standard, Ambassador |
| Agent efficiency | Slow / Stalling, Standard, Highly Efficient |
| Efficiency rating | Rushed, Clunky, Efficient |
Why they matter
- Exit grace — an Ambassador ending leaves a good last impression of your brand, even on a failed call.
- Info accuracy — catches agents giving wrong information, a compliance risk.
- Politeness & helpfulness — the difference between a sale lost and a client who comes back.
tip
These soft-skill ratings complement the score: a call can score well on process yet fail on tone. Read them together with the Coaching tab.