rate-empathy

name	rate-empathy
description	Rates how well the agent acknowledged and responded to customer emotions (10% weight)
version	1.0.0
author	Team

Rate Empathy

Purpose

Evaluates whether the agent appropriately acknowledged and responded to the customer's feelings and emotional state throughout the call.

Weight

10% of overall score

Scoring Rubric

• 100 = Consistently empathetic, acknowledged feelings naturally and appropriately
• 75 = Generally empathetic with minor missed opportunities
• 50 = Some empathy shown but missed key emotional moments
• 25 = Rarely acknowledged customer emotions
• 0 = Completely ignored or dismissed customer feelings