The agent failed to ask if the customer needed any other help or not.  
Feedback: In customer support the agent should have multi-tasking skills. Typing notes and streaching the call unnecessarily, keeping the customer hanging on the call can lead to customer dissatisfaction and poor call quality. Faliure will lead to mark deduction in "Opening and closing" & "CSAT | Support Ticket ID" even if the customer disconnects the call as the agent had oppertunity. 