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Audio Scenario 1 Scenario 2
Politeness
of the agent		 Ability to understand
the nature of the problem		 Politeness
of the operator		 Proactivity
of the operator
 
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5

Collection level
Scenario 1 Scenario 2
Proportion of calls
solved by the operator		 Source
of technical compliants		 Proportion of problems
sent to a second level		 Source
of unresolved problems