sleepy agent

one of the calls that i had which i secretly wished wouldn't be monitored was unfortunately randomly picked. it wasn't really a bad call. i was able to service the call , addressed the concern of the cardmember and was even able to put add ons (some important details like giving out available credit/cash without being asked.)the call actually lasted for about 3-4 minutes. HOWEVER, all throughout the call, my voice sounded so sleepy, as if i wasn't in the mood to work, sounded like i was too lazy to assist the customersand i was obviouslyu in a hurry.. if it wasn't for my tone & mood, i should have gotten a rating of 2, which is considerably high. BUT because of the way i talked, i only got a rate of 3. it's lesson learned. the secret is to always have a friendly and enthusiastic tone. damn..that was close!