rate-politeness-tone

name	rate-politeness-tone
description	Rates agent's professionalism, courtesy, and communication tone (15% weight)
version	1.0.0
author	Team

Rate Politeness & Tone

Purpose

Evaluates the agent's communication style, professionalism, and courtesy throughout the call.

Weight

15% of overall score

Scoring Rubric

• 100 = Consistently professional, warm, and courteous throughout
• 75 = Generally polite with minor lapses
• 50 = Mixed tone - sometimes professional, sometimes not
• 25 = Frequently unprofessional or discourteous
• 0 = Rude, dismissive, or hostile