Sample report. Names, companies, answers and scores are fictional and provided to demonstrate the platform.

Lavanda Service

Support specialist (first line)

RaketaAI

Interview report

Polina Vetrova

Interview completed: 20/07/2026

Below the threshold

3.4

Overall score out of 10

5.0

Pass score

3/5

Skipped: 2

14 min

Interview duration

About the position

First-line support for a booking service. Two days on, two days off.

Summary

The candidate is friendly and describes communicating with an upset customer well. However, she does not establish priorities during a widespread outage and is unfamiliar with response time. Answers are brief and two questions were skipped. Reconsider after she gains practical first-line experience; her communication skills are already good.

Question from the candidate

Will there be training before I start handling customers?

Answers

Question 1

A customer writes for the third time and is angry. What do you do?

7.0

Candidate's answer

First, I apologise and say I understand why they are upset; having to write three times really is frustrating. Then I review the conversation so I do not ask again for information they have already given. I explain exactly what I will do next and when I will get back to them.

Why this score

A good first-line answer: acknowledges the problem, avoids repeated questions and gives a concrete timeline. This is the strongest part of the interview.

Question 2

Bookings fail for a hundred customers at once. Where do you start?

2.5

Candidate's answer

I would reply in order, starting with whoever wrote first. And I would tell the developers something is broken.

Why this score

The key step is missing: during a widespread outage, first confirm the incident and publish a general notice, otherwise first-line support will be overwhelmed by identical requests. Replying in order does not work here.

Question 3

What are response time and resolution time, and how do they differ?

Skipped

Why this score

The candidate skipped the question

Question 4

When should a request be escalated to second-line support?

4.0

Candidate's answer

When I do not know the answer. I would ask colleagues or pass it on.

Why this score

Escalation is reduced to not knowing the answer. Neither signs of a technical problem nor the need to collect information before escalating were mentioned. Without this, second-line support will send the request back.

Question 5

How do you know you have done a good job during your shift?

Skipped

Why this score

The candidate skipped the question

How to read the score. Every answer is scored from 0 to 10: 0-4 - the answer does not cover the topic, 5-6 - basic level, 7-10 - a confident answer with examples. The overall score is the average across questions. The hiring decision is made by a human.

Sales manager

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