Call 21112178834032431 2026-09-02 · dhruv · 1:08
| Campaign | Disposition | Could we hear it? | Language | Turns | Pitch type |
|---|---|---|---|---|---|
| IS_Inte_MFG_M1_3_NoEnq_Sep26 | No_requirement | full conversation 16 turns, clean transcript (0% inaudible) | Hindi | 16 | new_registration (campaign_name:medium) |
Audio: clear: There is a slight echo on the customer's side, but it does not affect transcription.
The four signals separate columns, separate owners
1 · Pitch adherence
the REP
0.0/10
no conversation
USP relevance:
none
2 · Customer quality
the LEAD we handed over
2
/4 flags
segment: cement
material: cement
3 · Supply
US
none
4 · Sentiment
the CUSTOMER
-0.09
confidence high · +4/−4
from 13 hits
0.6*lexical + 0.4*prior
0.6*lexical + 0.4*prior
What to do differently next time biggest points lost first · the quotes are from real calls
−3.0 pts
Full discovery (8 Qs)
No discovery questions were asked as the customer's need was for cement, not steel.
How Sajal Bhaskar did it on a
10.0/10 call —
[Customer:] ESP सर्विसेस... [Rep:] आप कौन सा ब्रांड में लेते हो शीट्स जनरली?... [Customer:] चार से पांच टन चाहिए मुझे मिनिमम... [Rep:] Payment sir, 100% advance.
−2.0 pts
First opportunity identified
The agent identified a need for a different product but did not pivot to check for a steel requirement or set a specific callback.
How Sajal Bhaskar did it on a
10.0/10 call —
I will call you tomorrow afternoon after 12 or 1 o'clock.
−2.0 pts
Closure - one of three outcomes
The call ended without a quote, a specific callback date, or a scheduled walkthrough.
How Sajal Bhaskar did it on a
10.0/10 call —
[Customer:] मैं आपको कल दोपहर बारह एक बजे के बाद फोन करता हूं। चलेगा? [Agent:] हां चलेगा, चलेगा।
Summary
The agent contacted a newly registered lead who was looking for cement. The agent correctly identified the product mismatch and stated they would transfer the account to the cement department. The call ended without any discovery or discussion about potential steel requirements.
Coaching
When a lead asks for a different product like cement, first handle their request, but then pivot to ask if they also have any steel requirements before ending the call.
Missed:
NR1 Warm welcome opener NR2 Verify basic profile (4 Qs) NR3 Full discovery (8 Qs) NR4 Platform education NR5 First opportunity identified NR6 Closure - one of three outcomes
Module 1 — step by step every result carries its evidence quote
| Step | Wt | Result | Qs | Earned | Evidence from the transcript |
|---|---|---|---|---|---|
| NR1 Warm welcome opener | 1 | fail | – | 0.0 | Uh sir, are you looking for any requirement? The agent immediately jumped into a transactional question rather than a warm welcome that positions them as a helper. |
| NR2 Verify basic profile (4 Qs) | 1 | fail | 0 | 0.0 |
No basic profile questions were asked before the call was derailed by the product mismatch. |
| NR3 Full discovery (8 Qs) | 3 | fail | 0 | 0.0 |
No discovery questions were asked as the customer's need was for cement, not steel. |
| NR4 Platform education | 1 | fail | – | 0.0 |
The platform was not mentioned or explained. |
| NR5 First opportunity identified | 2 | fail | – | 0.0 | If there's anything, I'll let you know. The agent identified a need for a different product but did not pivot to check for a steel requirement or set a specific callback. |
| NR6 Closure - one of three outcomes | 2 | fail | – | 0.0 | If there's anything, I'll let you know. The call ended without a quote, a specific callback date, or a scheduled walkthrough. |
Conversation mechanics measured from turn timings, not judged by the LLM
| Talk ratio | Agent talk | Customer talk | Dead air | Longest monologue | WPM | Interrupts | Agent turns | Cust turns | Q marks |
|---|---|---|---|---|---|---|---|---|---|
| 0.476 | 13.1s | 14.4s | 40.5s | 4.2s | 274.8 | 0 | 9 | 7 | 2 |
Transcript English, with the original speech underneath — the audit trail Download this transcript (.json)
agent
5.0s
Hello. Sir, I was calling from JSW, from JSW Steel.
हेलो। सर JSW से बात कर रहा था मैं, JSW Steel से।
customer
8.0s
Yes, tell me.
हां बोलिए ना।
agent
9.2s
Uh sir, are you looking for any requirement?
अ सर कुछ requirement में देख रहे हैं?
customer
11.2s
Uh, in a week, a requirement for 240 bags came, but I didn't get the rate from you. I did get a call. It was for UltraTech.
अ वीक में दो 240 bag का आया था लेकिन मेरे को rate नहीं मिला आपके यहां से। कॉल तो आया था मुझे। UltraTech में आया था।
agent
16.4s
Oh, you are talking about cements?
अच्छा, ये cements की बात कर रहे हैं आप?
customer
18.0s
I'm talking about cement, yes.
Cement की बात कर रहा हूं, हां।
agent
19.1s
Understood.
समझ गया।
agent
20.5s
Oh, no, actually sir, this is the steel department, so I will transfer the entire account to the cement department for you.
अच्छा नहीं actually सर ये steel department है, इसके लिए मैं cement department में पूरा account भी transfer कर देता हूं आपका।
customer
23.8s
Oh, is it separate? Okay. Okay.
अच्छा अलग है क्या? Okay. Okay.
agent
25.6s
Right. Right.
customer
26.5s
That's fine. What is your good name? I'll see if there's anything from you.
चलेगा। आपका शुभ नाम क्या है? मैं देखता हूं कुछ आपका रहेगा तो
agent
28.8s
Dhruv. Dhruv. My name is Dhruv.
ध्रुव। ध्रुव। ध्रुव नाम है मेरा।
customer
30.1s
Dhruv bhai, right? Okay. Dhruv bhai, I'll save your number. If there's anything, I'll let you know.
ध्रुव भाई ना? ठीक है। मैं ध्रुव भाई आपका number save करके रखता हूं। कुछ रहेगा तो मैं आपको बताता हूं।
agent
34.0s
Okay sir, okay.
ठीक है सर, ठीक है।
customer
35.5s
Okay.
agent
36.3s
Thank you.