{ "ucid": "21112178591207621", "call_date": "2026-08-05", "start_time": "1899-12-30 12:11:16", "end_time": "1899-12-30 12:14:24", "duration_sec": 188, "campaign": "IS_MFG_HR_HRPO_Opp_Aug26", "disposition": "General Enquiry", "agent": "Ganesh", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4d6ca18ccd852181fd58e3819bf3fd3d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 217, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178591207621__DIA4d6ca18ccd852181fd58e3819bf3fd3d.mp3", "audio_bytes": 509760, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-07 07:02:38.412185+00", "audio_secs": 169.92, "source_file": "Aug1-5.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello? (हलो?)\n[2s] AGENT: Hello, sir good afternoon. This is Ganesh speaking from the JSW One platform. (हलो, सर गुड आफ्टरनून। गणेश बात कर रहा था JSW One के प्लॅटफॉर्म से।)\n[6s] CUSTOMER: Hello? (हलो?)\n[7s] AGENT: Hello, sir can you hear me? (हलो, सर आवाज़ आ रही है?)\n[8s] CUSTOMER: Hello? (हलो?)\n[8s] CUSTOMER: Speak. (बोलिए।)\n[9s] AGENT: Yes, this is Ganesh speaking from the JSW One platform, from Gujarat. (जी, गणेश बात कर रहा था JSW One प्लॅटफॉर्म से गुजरात से।)\n[12s] CUSTOMER: Yes, speak. (हां बोलिए।)\n[13s] CUSTOMER: Okay ji, speak ji. (अच्छा जी, बोलो जी।)\n[14s] AGENT: Yes, yes. Actually sir, you had registered with us under the name Amrit Steel, right? (जी जी। एक्चुअली सर आपने अमृत स्टील के नाम से हमारे यहां पे रजिस्ट्रेशन किया हुआ था ना?)\n[17s] CUSTOMER: Yes. (हांजी।)\n[17s] AGENT: Amrit, yes. So I was just going through your account, sir, and saw that you had made an inquiry three or four times but it couldn't be closed. Can I know sir what was the problem, what is it, so that we can work on it? (अमृत, हांजी। तो वही मैं आपका अकाउंट गो थ्रू कर रहा था सर, उसमें देखा कि तीन चार बार आपने इंक्वायरी तो दी थी बट क्लोज नहीं हो पाया था। जान सकता हूं सर क्या प्रॉब्लम आ रहा था, क्या है, हम सब ताकि ये हम वर्क कर पाएं इसपे?)\n[24s] CUSTOMER: Sir, it takes a lot of time in processing, customers don't wait, I am a trader. (सर, टाइम बहुत लग जाता है प्रोसेसिंग में ना, कस्टमर रुकते नहीं, मैं ट्रेडर हूं।)\n[27s] AGENT: Okay. (ओके।)\n[28s] CUSTOMER: I just have to give the rate as soon as they ask and have to confirm it right away if the rate is okay. (बस वो पूछ के साथ ही रेट देना होता है और साथ ही ओके करना होता है अगर रेट ओके हो तो।)\n[32s] AGENT: What is your regular material that you deal in? Is it 2 mm, 3 mm? Because see, it's different. The material that I have available right now, the rate, for 4 mm to 12 mm, I can give you the rate immediately, no problem. But if it's 2 mm, 1.6, for these, we have to check the availability. So for this reason, there is a slight delay. But I will make sure, if you have any inquiry right now, please tell me, I will give you the rate as soon as possible. (अभी आपका क्या रेगुलर माल कौन सा निकलता है? दो mm निकलता है, तीन mm? क्योंकि देखो क्या अलग अलग है। अभी मेरे पास जो रहता रखा हुआ है माल, रेट, वो चार mm से बारह mm में तुरंत दे सकता हूं रेट आपको, कोई दिक्कत नहीं है। बाकी अगर दो mm हो गया, 1.6 हो गया, ये क्या होता है अवेलेबिलिटी चेक करना पड़ता है। तो ये कारण से थोड़ा डिले हो जाता है उसमें। बट आई विल मेक श्योर अगर अभी कोई इंक्वायरी है तो बताइए, मैं जितना जल्दी हो सके उतना जल्दी आपको रेट देता हूं।)\n[45s] CUSTOMER: Sir, I don't have any right now. If I have one, I will let you know. (सर अभी तो नहीं है जी। मैं कोई होती है तो मैं आपको बताता हूं जी।)\n[48s] AGENT: No problem, I'll do one thing, I'll ping you from my personal number. I guess I will be in contact with you sometime or the other. (कोई बात नहीं, मैं आपको एक काम करता हूं, मेरे पर्सनल नंबर से पिंग कर देता हूं। आई गेस कभी ना कभी आपसे कांटेक्ट में होऊंगा।)\n[52s] CUSTOMER: Sir, you then, you note down a number, ji, 94160 (सर आप ना फिर, आप एक नंबर नोट करो जी, 94160)\n[54s] AGENT: 94130\n[56s] CUSTOMER: Six, 35698. (सिक्स, 35698.)\n[57s] AGENT: 635698.\n[58s] CUSTOMER: Yes, 9416035698. This is my business number. WhatsApp is on this number. (हां, 9416035698. ये मेरा बिज़नेस नंबर है। इसी पे WhatsApp है।)\n[62s] AGENT: Okay. (ओके।)\n[62s] CUSTOMER: In a little while, in an hour, the SIM will also be with me. I still have WhatsApp access right now. (अभी थोड़ी देर में एक घंटे बाद सिम भी मेरे पास ही आ जाएगा। WhatsApp एक्सेस मेरे पास अभी भी है ही है।)\n[65s] AGENT: So this is your number, right? 94130 (तो आपका नंबर ये ही है ना? 94130)\n[68s] CUSTOMER: 94160\n[68s] AGENT: 160\n[69s] CUSTOMER: 35698.\n[70s] AGENT: 698.\n[71s] CUSTOMER: In an hour, this SIM will also be with me. I still have WhatsApp access right now. So if you do it on this, it will be more convenient. (अभी मेरे पास एक घंटे बाद ये सिम भी मेरे पास ही आ जाएगा। WhatsApp एक्सेस मेरे पास अभी भी है ही है। तो इसपे आप कर लो तो ज्यादा कन्वीनिएंट रहेगा।)\n[77s] AGENT: That will work. As soon as you have an inquiry, send it to me on this, I will give you the rate immediately. (चलेगा। आपका जैसे इंक्वायरी आता है आप मुझे इसमें भेजिए, मैं तुरंत आपको रेट देता हूं।)\n[80s] CUSTOMER: Yes, if you could, just send me a 'Hi' on WhatsApp from your personal number, I will save it. (हां, एक बार आप मुझे चाहे अगर आप अपने पर्सनल नंबर से ना WhatsApp पे हाय लिख के भेज दो ना, सेव कर लूंगा।)\n[83s] AGENT: Yes yes, I have done it sir, I have also sent my card. You can save it now. (जी जी, मैंने कर दिया सर, अपना कार्ड भी भेज दिया। आप सेव कर लो इसको अभी।)\n[86s] CUSTOMER: Okay okay ji. Whenever I send, I will send the inquiry on this. (ओके ओके जी। जब भी भेजो, इसपे इंक्वायरी भेजूंगा।)\n[89s] CUSTOMER: Yes Ganesh message, okay ji. (हां गणेश मैसेज, ठीक है जी।)\n[90s] AGENT: Yeah.\n[91s] CUSTOMER: Okay. (ओके।)\n[92s] AGENT: Thank you. (थैंक यू।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 39, "connected": 1, "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "39 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\"]", "pitch_coaching_note": "You skipped the discovery phase entirely. You must ask questions to understand the customer's business (tonnage, applications) before offering solutions, even on a follow-up call.", "usp_relevance": "matched", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "not_in_stockyard", "supply_details": "Agent confirmed that thinner materials like 2mm and 1.6mm are not readily available for immediate pricing, which requires checking availability and causes delays.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "Agent re-engaged a trader who had previously inquired but not purchased. The customer stated the reason was that JSW's rate confirmation process is too slow. The agent acknowledged the issue, explained that certain sizes (4-12mm) are in stock for immediate rates, and established a direct WhatsApp connection for future inquiries. The customer had no current requirement.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent greeted and introduced himself but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not lead with a supply or price hook, instead opening by asking about past failed inquiries.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent did not ask any of the six required discovery questions to understand the customer's business.\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"The material that I have available right now, the rate, for 4 mm to 12 mm, I can give you the rate immediately, no problem.\", \"comment\": \"Agent correctly pitched a solution (immediate rates for stocked items) that was relevant to the customer's stated problem (slow processing time).\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"But I will make sure, if you have any inquiry right now, please tell me, I will give you the rate as soon as possible.\", \"comment\": \"Agent successfully asked if the customer had a current requirement, which they did not.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"As soon as you have an inquiry, send it to me on this, I will give you the rate immediately.\", \"comment\": \"Agent established a clear next step by exchanging WhatsApp details for future inquiries.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You skipped the discovery phase entirely. You must ask questions to understand the customer's business (tonnage, applications) before offering solutions, even on a follow-up call.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"not_in_stockyard\", \"supply_details\": \"Agent confirmed that thinner materials like 2mm and 1.6mm are not readily available for immediate pricing, which requires checking availability and causes delays.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"Agent re-engaged a trader who had previously inquired but not purchased. The customer stated the reason was that JSW's rate confirmation process is too slow. The agent acknowledged the issue, explained that certain sizes (4-12mm) are in stock for immediate rates, and established a direct WhatsApp connection for future inquiries. The customer had no current requirement.\"}", "error": null, "latency_ms": 52425, "input_tokens": 4212, "output_tokens": 813, "created_at": "2026-09-25 11:00:33", "sentiment": "positive", "sentiment_score": 0.457, "sentiment_confidence": "high", "pos": 21, "neg": 2, "lex_hits": 21, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.539, "agent_talk_sec": 41.9, "customer_talk_sec": 35.8, "dead_air_sec": 110.3, "longest_monologue_sec": 12.7, "agent_wpm": 383.8, "interruptions": 0, "agent_turns": 18, "customer_turns": 21, "discovery_qs": 6, "words_agent": 268, "words_customer": 181, "monologue_heavy": 0, "turns": [ { "ucid": "21112178591207621", "idx": 0, "speaker": "customer", "start_s": 1.78, "end_s": 2.13, "text_en": "Hello?", "text_native": "हलो?" }, { "ucid": "21112178591207621", "idx": 1, "speaker": "agent", "start_s": 2.2, "end_s": 5.4, "text_en": "Hello, sir good afternoon. This is Ganesh speaking from the JSW One platform.", "text_native": "हलो, सर गुड आफ्टरनून। गणेश बात कर रहा था JSW One के प्लॅटफॉर्म से।" }, { "ucid": "21112178591207621", "idx": 2, "speaker": "customer", "start_s": 5.8, "end_s": 6.17, "text_en": "Hello?", "text_native": "हलो?" }, { "ucid": "21112178591207621", "idx": 3, "speaker": "agent", "start_s": 6.6, "end_s": 7.8, "text_en": "Hello, sir can you hear me?", "text_native": "हलो, सर आवाज़ आ रही है?" }, { "ucid": "21112178591207621", "idx": 4, "speaker": "customer", "start_s": 7.81, "end_s": 8.1, "text_en": "Hello?", "text_native": "हलो?" }, { "ucid": "21112178591207621", "idx": 5, "speaker": "customer", "start_s": 8.4, "end_s": 8.78, "text_en": "Speak.", "text_native": "बोलिए।" }, { "ucid": "21112178591207621", "idx": 6, "speaker": "agent", "start_s": 9.1, "end_s": 11.3, "text_en": "Yes, this is Ganesh speaking from the JSW One platform, from Gujarat.", "text_native": "जी, गणेश बात कर रहा था JSW One प्लॅटफॉर्म से गुजरात से।" }, { "ucid": "21112178591207621", "idx": 7, "speaker": "customer", "start_s": 11.8, "end_s": 12.2, "text_en": "Yes, speak.", "text_native": "हां बोलिए।" }, { "ucid": "21112178591207621", "idx": 8, "speaker": "customer", "start_s": 12.8, "end_s": 13.6, "text_en": "Okay ji, speak ji.", "text_native": "अच्छा जी, बोलो जी।" }, { "ucid": "21112178591207621", "idx": 9, "speaker": "agent", "start_s": 13.9, "end_s": 16.5, "text_en": "Yes, yes. Actually sir, you had registered with us under the name Amrit Steel, right?", "text_native": "जी जी। एक्चुअली सर आपने अमृत स्टील के नाम से हमारे यहां पे रजिस्ट्रेशन किया हुआ था ना?" }, { "ucid": "21112178591207621", "idx": 10, "speaker": "customer", "start_s": 16.8, "end_s": 17.2, "text_en": "Yes.", "text_native": "हांजी।" }, { "ucid": "21112178591207621", "idx": 11, "speaker": "agent", "start_s": 17.4, "end_s": 22.8, "text_en": "Amrit, yes. So I was just going through your account, sir, and saw that you had made an inquiry three or four times but it couldn't be closed. Can I know sir what was the problem, what is it, so that we can work on it?", "text_native": "अमृत, हांजी। तो वही मैं आपका अकाउंट गो थ्रू कर रहा था सर, उसमें देखा कि तीन चार बार आपने इंक्वायरी तो दी थी बट क्लोज नहीं हो पाया था। जान सकता हूं सर क्या प्रॉब्लम आ रहा था, क्या है, हम सब ताकि ये हम वर्क कर पाएं इसपे?" }, { "ucid": "21112178591207621", "idx": 12, "speaker": "customer", "start_s": 23.6, "end_s": 26.8, "text_en": "Sir, it takes a lot of time in processing, customers don't wait, I am a trader.", "text_native": "सर, टाइम बहुत लग जाता है प्रोसेसिंग में ना, कस्टमर रुकते नहीं, मैं ट्रेडर हूं।" }, { "ucid": "21112178591207621", "idx": 13, "speaker": "agent", "start_s": 27.1, "end_s": 27.4, "text_en": "Okay.", "text_native": "ओके।" }, { "ucid": "21112178591207621", "idx": 14, "speaker": "customer", "start_s": 27.9, "end_s": 31.4, "text_en": "I just have to give the rate as soon as they ask and have to confirm it right away if the rate is okay.", "text_native": "बस वो पूछ के साथ ही रेट देना होता है और साथ ही ओके करना होता है अगर रेट ओके हो तो।" }, { "ucid": "21112178591207621", "idx": 15, "speaker": "agent", "start_s": 32.1, "end_s": 44.8, "text_en": "What is your regular material that you deal in? Is it 2 mm, 3 mm? Because see, it's different. The material that I have available right now, the rate, for 4 mm to 12 mm, I can give you the rate immediately, no problem. But if it's 2 mm, 1.6, for these, we have to check the availability. So for this reason, there is a slight delay. But I will make sure, if you have any inquiry right now, please tell me, I will give you the rate as soon as possible.", "text_native": "अभी आपका क्या रेगुलर माल कौन सा निकलता है? दो mm निकलता है, तीन mm? क्योंकि देखो क्या अलग अलग है। अभी मेरे पास जो रहता रखा हुआ है माल, रेट, वो चार mm से बारह mm में तुरंत दे सकता हूं रेट आपको, कोई दिक्कत नहीं है। बाकी अगर दो mm हो गया, 1.6 हो गया, ये क्या होता है अवेलेबिलिटी चेक करना पड़ता है। तो ये कारण से थोड़ा डिले हो जाता है उसमें। बट आई विल मेक श्योर अगर अभी कोई इंक्वायरी है तो बताइए, मैं जितना जल्दी हो सके उतना जल्दी आपको रेट देता हूं।" }, { "ucid": "21112178591207621", "idx": 16, "speaker": "customer", "start_s": 45.2, "end_s": 47.8, "text_en": "Sir, I don't have any right now. If I have one, I will let you know.", "text_native": "सर अभी तो नहीं है जी। मैं कोई होती है तो मैं आपको बताता हूं जी।" }, { "ucid": "21112178591207621", "idx": 17, "speaker": "agent", "start_s": 48.1, "end_s": 51.4, "text_en": "No problem, I'll do one thing, I'll ping you from my personal number. I guess I will be in contact with you sometime or the other.", "text_native": "कोई बात नहीं, मैं आपको एक काम करता हूं, मेरे पर्सनल नंबर से पिंग कर देता हूं। आई गेस कभी ना कभी आपसे कांटेक्ट में होऊंगा।" }, { "ucid": "21112178591207621", "idx": 18, "speaker": "customer", "start_s": 51.8, "end_s": 53.9, "text_en": "Sir, you then, you note down a number, ji, 94160", "text_native": "सर आप ना फिर, आप एक नंबर नोट करो जी, 94160" }, { "ucid": "21112178591207621", "idx": 19, "speaker": "agent", "start_s": 54.4, "end_s": 55.2, "text_en": "94130", "text_native": "94130" }, { "ucid": "21112178591207621", "idx": 20, "speaker": "customer", "start_s": 55.6, "end_s": 56.8, "text_en": "Six, 35698.", "text_native": "सिक्स, 35698." }, { "ucid": "21112178591207621", "idx": 21, "speaker": "agent", "start_s": 57.1, "end_s": 58.0, "text_en": "635698.", "text_native": "635698." }, { "ucid": "21112178591207621", "idx": 22, "speaker": "customer", "start_s": 58.3, "end_s": 61.4, "text_en": "Yes, 9416035698. This is my business number. WhatsApp is on this number.", "text_native": "हां, 9416035698. ये मेरा बिज़नेस नंबर है। इसी पे WhatsApp है।" }, { "ucid": "21112178591207621", "idx": 23, "speaker": "agent", "start_s": 61.7, "end_s": 62.0, "text_en": "Okay.", "text_native": "ओके।" }, { "ucid": "21112178591207621", "idx": 24, "speaker": "customer", "start_s": 62.5, "end_s": 65.4, "text_en": "In a little while, in an hour, the SIM will also be with me. I still have WhatsApp access right now.", "text_native": "अभी थोड़ी देर में एक घंटे बाद सिम भी मेरे पास ही आ जाएगा। WhatsApp एक्सेस मेरे पास अभी भी है ही है।" }, { "ucid": "21112178591207621", "idx": 25, "speaker": "agent", "start_s": 65.4, "end_s": 67.4, "text_en": "So this is your number, right? 94130", "text_native": "तो आपका नंबर ये ही है ना? 94130" }, { "ucid": "21112178591207621", "idx": 26, "speaker": "customer", "start_s": 67.6, "end_s": 68.4, "text_en": "94160", "text_native": "94160" }, { "ucid": "21112178591207621", "idx": 27, "speaker": "agent", "start_s": 68.4, "end_s": 68.9, "text_en": "160", "text_native": "160" }, { "ucid": "21112178591207621", "idx": 28, "speaker": "customer", "start_s": 69.2, "end_s": 70.0, "text_en": "35698.", "text_native": "35698." }, { "ucid": "21112178591207621", "idx": 29, "speaker": "agent", "start_s": 70.0, "end_s": 70.5, "text_en": "698.", "text_native": "698." }, { "ucid": "21112178591207621", "idx": 30, "speaker": "customer", "start_s": 70.7, "end_s": 76.8, "text_en": "In an hour, this SIM will also be with me. I still have WhatsApp access right now. So if you do it on this, it will be more convenient.", "text_native": "अभी मेरे पास एक घंटे बाद ये सिम भी मेरे पास ही आ जाएगा। WhatsApp एक्सेस मेरे पास अभी भी है ही है। तो इसपे आप कर लो तो ज्यादा कन्वीनिएंट रहेगा।" }, { "ucid": "21112178591207621", "idx": 31, "speaker": "agent", "start_s": 77.1, "end_s": 79.8, "text_en": "That will work. As soon as you have an inquiry, send it to me on this, I will give you the rate immediately.", "text_native": "चलेगा। आपका जैसे इंक्वायरी आता है आप मुझे इसमें भेजिए, मैं तुरंत आपको रेट देता हूं।" }, { "ucid": "21112178591207621", "idx": 32, "speaker": "customer", "start_s": 80.0, "end_s": 83.2, "text_en": "Yes, if you could, just send me a 'Hi' on WhatsApp from your personal number, I will save it.", "text_native": "हां, एक बार आप मुझे चाहे अगर आप अपने पर्सनल नंबर से ना WhatsApp पे हाय लिख के भेज दो ना, सेव कर लूंगा।" }, { "ucid": "21112178591207621", "idx": 33, "speaker": "agent", "start_s": 83.4, "end_s": 85.8, "text_en": "Yes yes, I have done it sir, I have also sent my card. You can save it now.", "text_native": "जी जी, मैंने कर दिया सर, अपना कार्ड भी भेज दिया। आप सेव कर लो इसको अभी।" }, { "ucid": "21112178591207621", "idx": 34, "speaker": "customer", "start_s": 86.0, "end_s": 88.0, "text_en": "Okay okay ji. Whenever I send, I will send the inquiry on this.", "text_native": "ओके ओके जी। जब भी भेजो, इसपे इंक्वायरी भेजूंगा।" }, { "ucid": "21112178591207621", "idx": 35, "speaker": "customer", "start_s": 88.6, "end_s": 89.6, "text_en": "Yes Ganesh message, okay ji.", "text_native": "हां गणेश मैसेज, ठीक है जी।" }, { "ucid": "21112178591207621", "idx": 36, "speaker": "agent", "start_s": 89.9, "end_s": 90.2, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178591207621", "idx": 37, "speaker": "customer", "start_s": 90.8, "end_s": 91.1, "text_en": "Okay.", "text_native": "ओके।" }, { "ucid": "21112178591207621", "idx": 38, "speaker": "agent", "start_s": 91.6, "end_s": 92.2, "text_en": "Thank you.", "text_native": "थैंक यू।" } ], "steps": [ { "ucid": "21112178591207621", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent greeted and introduced himself but did not ask for permission to speak." }, { "ucid": "21112178591207621", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not lead with a supply or price hook, instead opening by asking about past failed inquiries." }, { "ucid": "21112178591207621", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent did not ask any of the six required discovery questions to understand the customer's business." }, { "ucid": "21112178591207621", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "The material that I have available right now, the rate, for 4 mm to 12 mm, I can give you the rate immediately, no problem.", "comment": "Agent correctly pitched a solution (immediate rates for stocked items) that was relevant to the customer's stated problem (slow processing time)." }, { "ucid": "21112178591207621", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "But I will make sure, if you have any inquiry right now, please tell me, I will give you the rate as soon as possible.", "comment": "Agent successfully asked if the customer had a current requirement, which they did not." }, { "ucid": "21112178591207621", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "As soon as you have an inquiry, send it to me on this, I will give you the rate immediately.", "comment": "Agent established a clear next step by exchanging WhatsApp details for future inquiries." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)" ], "objection_phrases_list": [] }