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Listen and analyze the call. Write:

WWW and EBI

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Feel free to check this good call example

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Feel free to check this good call example

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issue is solved

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ask about a persons name

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if a customer resolved the issue without further assistance, a compliment can be made to boost their confidence

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Opener: introduced himself and asked how the day is going, confirmed the email address

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calm and pleasant tone of conversation

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It'd be great to show the user some empathy when she said that she was almost crying because she couldn't solve the issue and give personalized reassurance instead of saying "It's ok, I think we can solve it"

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as far as I remember saying "we can solve it" is not reasonable

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Closing: said that he's happy the issue is solved and suggested contacting us back if any further problems

The agent also is quite polite in general

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he did some roadmapping before investigation

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Could be better:

A bit of an awkward opener (didn't ask for the user's name)

Agent didn't control the conversation much (the user explained the issue and only then did the expert ask for the email)

Lacked empathy a bit (sympathy for the user's issue, lacking responses for the user's emotional distress ("I was ready to cry"))

No active listening (the conversation could be twice as short if the agent quickly understood that the issue got resolved)

What went well:

The agent minded the workflow and asked for the email

They matched the user's momentary mood with verbal responses

They took their time to answer and clarify the user's issue

Maintained a calm, friendly presence throughout the conversation

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As the customer resolved the issue from her side, it could have been appropriate to ask her about her business goals and offer a suggestion, then help her implement it to be helpful in this call