{ "ucid": "21112178834730142", "call_date": "2026-09-02", "start_time": "2026-09-02 16:38:21", "end_time": "2026-09-02 16:42:12", "duration_sec": 231, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "General Enquiry", "agent": "Kartikey Chauhan", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA8d538b72ece38b8ddfacc4c6da2d8a55.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1219, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178834730142__DIA8d538b72ece38b8ddfacc4c6da2d8a55.mp3", "audio_bytes": 621216, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 207.072, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[4s] CUSTOMER: Hello.\n[7s] AGENT: Hello?\n[8s] CUSTOMER: Hello?\n[8s] AGENT: Yes sir, greetings, this is Kartikeya calling from JSW One. (हाँ सर, नमस्कार, मैं कार्तिकेय बात कर रहा था JSW One से।)\n[11s] CUSTOMER: Where are you calling from, sir? (कहाँ से बोल रहे सर?)\n[12s] AGENT: From JSW, sir. (JSW से सर।)\n[13s] CUSTOMER: JSW?\n[14s] AGENT: Yes, yes. You had registered a company, Neelkanth Steel Furniture, on our platform. (हाँजी हाँजी। ये आपने नीलकंठ स्टील फर्नीचर एक कंपनी रजिस्टर किया था हमारे प्लेटफार्म पे।)\n[18s] CUSTOMER: Okay. This is regarding sir, for what? (Okay. This is regarding sir, किस चीज़ के लिए?)\n[20s] AGENT: Uh sir, regarding as in steel procurement. So you have any steel requirement in HRC, CR, or GP, you can purchase that from us.\n[24s] CUSTOMER: I see. Uh it is directly through your platform you mean to say? (अच्छा। Uh it is directly through your platform you mean to say?)\n[27s] AGENT: Yes sir, exactly. Directly from us you can procure. So there's no middleman involved. And you can also get the future credit directly from the company.\n[33s] CUSTOMER: Okay, okay, okay. So it is like uh how? It will be an account created to your portal and then we can do the purchase accordingly? That's how it is?\n[38s] AGENT: Yes sir, you can share your uh inquiry with us through mail or you can contact me on this number.\n[42s] CUSTOMER: So this is your number? What's the good name sir?\n[44s] AGENT: Uh sir my name is Kartikeya. Kartikeya Jha.\n[46s] CUSTOMER: Kartikeya. Okay. So, okay. So, now we are we we we require CR sheets, okay? And our requirements are 0.4, 0.5, 0.7 and 0.9.\n[52s] AGENT: Mhm.\n[52s] CUSTOMER: MM thickness.\n[53s] AGENT: Okay. This is for furniture work, right?\n[54s] CUSTOMER: Yeah, for furniture work basically.\n[56s] AGENT: Okay. And you also purchase GP?\n[57s] CUSTOMER: No, GP we don't use. (ना, GP we don't use।)\n[58s] AGENT: Okay, okay.\n[59s] CUSTOMER: Only CR is what is required to us.\n[60s] AGENT: Mhm. Okay, got it. And your location is showing it to me Goa.\n[63s] CUSTOMER: Yeah, it is in Goa industrial... in Cuncolim industrial estate.\n[66s] AGENT: Okay, so you're based out of in Goa.\n[67s] CUSTOMER: Yes, yes, yes.\n[68s] AGENT: Okay. We are buying currently from Mumbai, Taloja.\n[70s] CUSTOMER: Hm, from Mumbai, right? (Hm, from Mumbai ना?)\n[72s] AGENT: Yeah.\n[72s] CUSTOMER: Mhm mhm.\n[73s] AGENT: Okay, we also have our stock in Mumbai itself. In Taloja. So, yeah, I mean sir, I can provide you competitive rates than what you would be buying already.\n[79s] CUSTOMER: You can share like if it is fruitful for us like buying through your portal and the prices are low, we can think of it, sir. Hm?\n[84s] AGENT: Okay, okay, sure sir.\n[85s] AGENT: So sir, when you will be purchasing this month? Is it already in planning or...\n[88s] CUSTOMER: See, I my my vehicle came just two days back, yes? But every every 15-20 days we have a cycle, okay? (See, I my my vehicle came just two days back, हाँ? But every every 15-20 days we have a cycle, okay?)\n[92s] AGENT: Mhm.\n[92s] CUSTOMER: Mhm. So next slot I can think of. Hm?\n[95s] CUSTOMER: My usual requirements are around uh uh 15 to 20 ton at a time.\n[98s] AGENT: Okay, got it.\n[100s] CUSTOMER: Okay.\n[100s] AGENT: Okay.\n[100s] CUSTOMER: Okay, so... but it is a mixed lot. It is a mixed lot which we require. But...\n[103s] AGENT: Mhm mhm.\n[104s] CUSTOMER: But how it is? It is through the company or through your dealer or how it will be?\n[106s] AGENT: Uh sir, through the company itself.\n[107s] CUSTOMER: Through the company.\n[108s] AGENT: Like, yeah yeah. Like the invoicing and all you'll see at JSW's own name.\n[111s] CUSTOMER: Okay.\n[112s] AGENT: Yeah. So, I'll connect with you sir after I guess two weeks.\n[115s] CUSTOMER: Okay, okay, alright. No issue. (Okay, okay, ठीक है। No issue.)\n[116s] AGENT: Yeah, I'll I'll drop you a text. You can just save my number and contact.\n[118s] CUSTOMER: Okay, okay sir, okay, alright, alright. (Okay, okay sir, okay, ठीक है, ठीक है।)\n[120s] AGENT: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 56, "connected": 1, "audio_notes": "noisy: Significant background noise (workshop/factory sounds and other people talking) on the customer's side throughout the call, but the main speakers remain mostly intelligible.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "56 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": "new_registration", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 5.0, "pitch_score_band": "amber", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\"]", "pitch_coaching_note": "You secured a callback, but you missed the chance to understand the customer's business by skipping most of the discovery questions. Ask all the questions to uncover their needs so you can tailor your pitch effectively.", "usp_relevance": "mismatched", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "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": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a new registrant, a furniture manufacturer in Goa. The customer confirmed a regular requirement of 15-20 tons of CR sheets every 2-3 weeks. As their last order had just arrived, the agent scheduled a follow-up call in two weeks to align with their next procurement cycle.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes sir, greetings, this is Kartikeya calling from JSW One.\", \"comment\": \"The agent provided a warm greeting and immediately contextualized the call by referencing the customer's registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"Only verified the procurement city; failed to ask for the contact's name, their role in procurement, or the best contact details for quotes.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"Only established the end-use (furniture) and tonnage; missed all other key discovery questions about current brands, payment terms, and history with JSW.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Explained the 'direct from JSW' model but failed to mention key platform benefits like transparent pricing or Test Certificates.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So sir, when you will be purchasing this month? Is it already in planning or...\", \"comment\": \"The agent successfully identified there was no immediate need and scheduled a callback aligned with the customer's buying cycle.\"}, {\"step_id\": \"NR6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So, I'll connect with you sir after I guess two weeks.\", \"comment\": \"The call ended with a clear next step: a specific callback time which the customer agreed to.\"}], \"usp_relevance\": \"mismatched\", \"pitch_coaching_note\": \"You secured a callback, but you missed the chance to understand the customer's business by skipping most of the discovery questions. Ask all the questions to uncover their needs so you can tailor your pitch effectively.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registrant, a furniture manufacturer in Goa. The customer confirmed a regular requirement of 15-20 tons of CR sheets every 2-3 weeks. As their last order had just arrived, the agent scheduled a follow-up call in two weeks to align with their next procurement cycle.\"}", "error": null, "latency_ms": 51022, "input_tokens": 4012, "output_tokens": 773, "created_at": "2026-09-25 11:48:01", "sentiment": "neutral", "sentiment_score": 0.102, "sentiment_confidence": "high", "pos": 16, "neg": 11, "lex_hits": 47, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.504, "agent_talk_sec": 55.6, "customer_talk_sec": 54.8, "dead_air_sec": 120.6, "longest_monologue_sec": 6.2, "agent_wpm": 274.1, "interruptions": 0, "agent_turns": 28, "customer_turns": 28, "discovery_qs": 4, "words_agent": 254, "words_customer": 259, "monologue_heavy": 0, "turns": [ { "ucid": "21112178834730142", "idx": 0, "speaker": "customer", "start_s": 4.23, "end_s": 4.8, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178834730142", "idx": 1, "speaker": "agent", "start_s": 7.04, "end_s": 7.51, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178834730142", "idx": 2, "speaker": "customer", "start_s": 7.51, "end_s": 8.0, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178834730142", "idx": 3, "speaker": "agent", "start_s": 8.3, "end_s": 10.5, "text_en": "Yes sir, greetings, this is Kartikeya calling from JSW One.", "text_native": "हाँ सर, नमस्कार, मैं कार्तिकेय बात कर रहा था JSW One से।" }, { "ucid": "21112178834730142", "idx": 4, "speaker": "customer", "start_s": 10.86, "end_s": 12.0, "text_en": "Where are you calling from, sir?", "text_native": "कहाँ से बोल रहे सर?" }, { "ucid": "21112178834730142", "idx": 5, "speaker": "agent", "start_s": 12.16, "end_s": 12.8, "text_en": "From JSW, sir.", "text_native": "JSW से सर।" }, { "ucid": "21112178834730142", "idx": 6, "speaker": "customer", "start_s": 13.0, "end_s": 13.5, "text_en": "JSW?", "text_native": "JSW?" }, { "ucid": "21112178834730142", "idx": 7, "speaker": "agent", "start_s": 13.7, "end_s": 17.0, "text_en": "Yes, yes. You had registered a company, Neelkanth Steel Furniture, on our platform.", "text_native": "हाँजी हाँजी। ये आपने नीलकंठ स्टील फर्नीचर एक कंपनी रजिस्टर किया था हमारे प्लेटफार्म पे।" }, { "ucid": "21112178834730142", "idx": 8, "speaker": "customer", "start_s": 17.5, "end_s": 19.5, "text_en": "Okay. This is regarding sir, for what?", "text_native": "Okay. This is regarding sir, किस चीज़ के लिए?" }, { "ucid": "21112178834730142", "idx": 9, "speaker": "agent", "start_s": 19.5, "end_s": 24.0, "text_en": "Uh sir, regarding as in steel procurement. So you have any steel requirement in HRC, CR, or GP, you can purchase that from us.", "text_native": "Uh sir, regarding as in steel procurement. So you have any steel requirement in HRC, CR, or GP, you can purchase that from us." }, { "ucid": "21112178834730142", "idx": 10, "speaker": "customer", "start_s": 24.5, "end_s": 27.0, "text_en": "I see. Uh it is directly through your platform you mean to say?", "text_native": "अच्छा। Uh it is directly through your platform you mean to say?" }, { "ucid": "21112178834730142", "idx": 11, "speaker": "agent", "start_s": 27.0, "end_s": 32.5, "text_en": "Yes sir, exactly. Directly from us you can procure. So there's no middleman involved. And you can also get the future credit directly from the company.", "text_native": "Yes sir, exactly. Directly from us you can procure. So there's no middleman involved. And you can also get the future credit directly from the company." }, { "ucid": "21112178834730142", "idx": 12, "speaker": "customer", "start_s": 33.0, "end_s": 38.5, "text_en": "Okay, okay, okay. So it is like uh how? It will be an account created to your portal and then we can do the purchase accordingly? That's how it is?", "text_native": "Okay, okay, okay. So it is like uh how? It will be an account created to your portal and then we can do the purchase accordingly? That's how it is?" }, { "ucid": "21112178834730142", "idx": 13, "speaker": "agent", "start_s": 38.5, "end_s": 42.0, "text_en": "Yes sir, you can share your uh inquiry with us through mail or you can contact me on this number.", "text_native": "Yes sir, you can share your uh inquiry with us through mail or you can contact me on this number." }, { "ucid": "21112178834730142", "idx": 14, "speaker": "customer", "start_s": 42.0, "end_s": 43.8, "text_en": "So this is your number? What's the good name sir?", "text_native": "So this is your number? What's the good name sir?" }, { "ucid": "21112178834730142", "idx": 15, "speaker": "agent", "start_s": 43.8, "end_s": 45.8, "text_en": "Uh sir my name is Kartikeya. Kartikeya Jha.", "text_native": "Uh sir my name is Kartikeya. Kartikeya Jha." }, { "ucid": "21112178834730142", "idx": 16, "speaker": "customer", "start_s": 45.8, "end_s": 51.5, "text_en": "Kartikeya. Okay. So, okay. So, now we are we we we require CR sheets, okay? And our requirements are 0.4, 0.5, 0.7 and 0.9.", "text_native": "Kartikeya. Okay. So, okay. So, now we are we we we require CR sheets, okay? And our requirements are 0.4, 0.5, 0.7 and 0.9." }, { "ucid": "21112178834730142", "idx": 17, "speaker": "agent", "start_s": 51.5, "end_s": 52.0, "text_en": "Mhm.", "text_native": "Mhm." }, { "ucid": "21112178834730142", "idx": 18, "speaker": "customer", "start_s": 52.0, "end_s": 52.8, "text_en": "MM thickness.", "text_native": "MM thickness." }, { "ucid": "21112178834730142", "idx": 19, "speaker": "agent", "start_s": 52.8, "end_s": 54.5, "text_en": "Okay. This is for furniture work, right?", "text_native": "Okay. This is for furniture work, right?" }, { "ucid": "21112178834730142", "idx": 20, "speaker": "customer", "start_s": 54.5, "end_s": 56.0, "text_en": "Yeah, for furniture work basically.", "text_native": "Yeah, for furniture work basically." }, { "ucid": "21112178834730142", "idx": 21, "speaker": "agent", "start_s": 56.0, "end_s": 57.2, "text_en": "Okay. And you also purchase GP?", "text_native": "Okay. And you also purchase GP?" }, { "ucid": "21112178834730142", "idx": 22, "speaker": "customer", "start_s": 57.2, "end_s": 58.5, "text_en": "No, GP we don't use.", "text_native": "ना, GP we don't use।" }, { "ucid": "21112178834730142", "idx": 23, "speaker": "agent", "start_s": 58.5, "end_s": 59.0, "text_en": "Okay, okay.", "text_native": "Okay, okay." }, { "ucid": "21112178834730142", "idx": 24, "speaker": "customer", "start_s": 59.0, "end_s": 60.5, "text_en": "Only CR is what is required to us.", "text_native": "Only CR is what is required to us." }, { "ucid": "21112178834730142", "idx": 25, "speaker": "agent", "start_s": 60.5, "end_s": 63.0, "text_en": "Mhm. Okay, got it. And your location is showing it to me Goa.", "text_native": "Mhm. Okay, got it. And your location is showing it to me Goa." }, { "ucid": "21112178834730142", "idx": 26, "speaker": "customer", "start_s": 63.0, "end_s": 65.5, "text_en": "Yeah, it is in Goa industrial... in Cuncolim industrial estate.", "text_native": "Yeah, it is in Goa industrial... in Cuncolim industrial estate." }, { "ucid": "21112178834730142", "idx": 27, "speaker": "agent", "start_s": 65.5, "end_s": 67.0, "text_en": "Okay, so you're based out of in Goa.", "text_native": "Okay, so you're based out of in Goa." }, { "ucid": "21112178834730142", "idx": 28, "speaker": "customer", "start_s": 67.0, "end_s": 67.8, "text_en": "Yes, yes, yes.", "text_native": "Yes, yes, yes." }, { "ucid": "21112178834730142", "idx": 29, "speaker": "agent", "start_s": 67.8, "end_s": 70.5, "text_en": "Okay. We are buying currently from Mumbai, Taloja.", "text_native": "Okay. We are buying currently from Mumbai, Taloja." }, { "ucid": "21112178834730142", "idx": 30, "speaker": "customer", "start_s": 70.5, "end_s": 71.5, "text_en": "Hm, from Mumbai, right?", "text_native": "Hm, from Mumbai ना?" }, { "ucid": "21112178834730142", "idx": 31, "speaker": "agent", "start_s": 71.5, "end_s": 72.0, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178834730142", "idx": 32, "speaker": "customer", "start_s": 72.0, "end_s": 72.5, "text_en": "Mhm mhm.", "text_native": "Mhm mhm." }, { "ucid": "21112178834730142", "idx": 33, "speaker": "agent", "start_s": 72.8, "end_s": 79.0, "text_en": "Okay, we also have our stock in Mumbai itself. In Taloja. So, yeah, I mean sir, I can provide you competitive rates than what you would be buying already.", "text_native": "Okay, we also have our stock in Mumbai itself. In Taloja. So, yeah, I mean sir, I can provide you competitive rates than what you would be buying already." }, { "ucid": "21112178834730142", "idx": 34, "speaker": "customer", "start_s": 79.0, "end_s": 84.0, "text_en": "You can share like if it is fruitful for us like buying through your portal and the prices are low, we can think of it, sir. Hm?", "text_native": "You can share like if it is fruitful for us like buying through your portal and the prices are low, we can think of it, sir. Hm?" }, { "ucid": "21112178834730142", "idx": 35, "speaker": "agent", "start_s": 84.0, "end_s": 85.0, "text_en": "Okay, okay, sure sir.", "text_native": "Okay, okay, sure sir." }, { "ucid": "21112178834730142", "idx": 36, "speaker": "agent", "start_s": 85.0, "end_s": 87.5, "text_en": "So sir, when you will be purchasing this month? Is it already in planning or...", "text_native": "So sir, when you will be purchasing this month? Is it already in planning or..." }, { "ucid": "21112178834730142", "idx": 37, "speaker": "customer", "start_s": 87.8, "end_s": 92.0, "text_en": "See, I my my vehicle came just two days back, yes? But every every 15-20 days we have a cycle, okay?", "text_native": "See, I my my vehicle came just two days back, हाँ? But every every 15-20 days we have a cycle, okay?" }, { "ucid": "21112178834730142", "idx": 38, "speaker": "agent", "start_s": 92.0, "end_s": 92.5, "text_en": "Mhm.", "text_native": "Mhm." }, { "ucid": "21112178834730142", "idx": 39, "speaker": "customer", "start_s": 92.5, "end_s": 94.5, "text_en": "Mhm. So next slot I can think of. Hm?", "text_native": "Mhm. So next slot I can think of. Hm?" }, { "ucid": "21112178834730142", "idx": 40, "speaker": "customer", "start_s": 95.0, "end_s": 98.5, "text_en": "My usual requirements are around uh uh 15 to 20 ton at a time.", "text_native": "My usual requirements are around uh uh 15 to 20 ton at a time." }, { "ucid": "21112178834730142", "idx": 41, "speaker": "agent", "start_s": 98.5, "end_s": 99.5, "text_en": "Okay, got it.", "text_native": "Okay, got it." }, { "ucid": "21112178834730142", "idx": 42, "speaker": "customer", "start_s": 99.5, "end_s": 100.0, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178834730142", "idx": 43, "speaker": "agent", "start_s": 100.0, "end_s": 100.5, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178834730142", "idx": 44, "speaker": "customer", "start_s": 100.5, "end_s": 103.0, "text_en": "Okay, so... but it is a mixed lot. It is a mixed lot which we require. But...", "text_native": "Okay, so... but it is a mixed lot. It is a mixed lot which we require. But..." }, { "ucid": "21112178834730142", "idx": 45, "speaker": "agent", "start_s": 103.0, "end_s": 103.5, "text_en": "Mhm mhm.", "text_native": "Mhm mhm." }, { "ucid": "21112178834730142", "idx": 46, "speaker": "customer", "start_s": 103.5, "end_s": 106.0, "text_en": "But how it is? It is through the company or through your dealer or how it will be?", "text_native": "But how it is? It is through the company or through your dealer or how it will be?" }, { "ucid": "21112178834730142", "idx": 47, "speaker": "agent", "start_s": 106.0, "end_s": 107.0, "text_en": "Uh sir, through the company itself.", "text_native": "Uh sir, through the company itself." }, { "ucid": "21112178834730142", "idx": 48, "speaker": "customer", "start_s": 107.0, "end_s": 107.8, "text_en": "Through the company.", "text_native": "Through the company." }, { "ucid": "21112178834730142", "idx": 49, "speaker": "agent", "start_s": 107.8, "end_s": 110.5, "text_en": "Like, yeah yeah. Like the invoicing and all you'll see at JSW's own name.", "text_native": "Like, yeah yeah. Like the invoicing and all you'll see at JSW's own name." }, { "ucid": "21112178834730142", "idx": 50, "speaker": "customer", "start_s": 110.8, "end_s": 111.5, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178834730142", "idx": 51, "speaker": "agent", "start_s": 111.5, "end_s": 115.0, "text_en": "Yeah. So, I'll connect with you sir after I guess two weeks.", "text_native": "Yeah. So, I'll connect with you sir after I guess two weeks." }, { "ucid": "21112178834730142", "idx": 52, "speaker": "customer", "start_s": 115.0, "end_s": 116.0, "text_en": "Okay, okay, alright. No issue.", "text_native": "Okay, okay, ठीक है। No issue." }, { "ucid": "21112178834730142", "idx": 53, "speaker": "agent", "start_s": 116.0, "end_s": 118.5, "text_en": "Yeah, I'll I'll drop you a text. You can just save my number and contact.", "text_native": "Yeah, I'll I'll drop you a text. You can just save my number and contact." }, { "ucid": "21112178834730142", "idx": 54, "speaker": "customer", "start_s": 118.5, "end_s": 120.5, "text_en": "Okay, okay sir, okay, alright, alright.", "text_native": "Okay, okay sir, okay, ठीक है, ठीक है।" }, { "ucid": "21112178834730142", "idx": 55, "speaker": "agent", "start_s": 120.5, "end_s": 121.0, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178834730142", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Yes sir, greetings, this is Kartikeya calling from JSW One.", "comment": "The agent provided a warm greeting and immediately contextualized the call by referencing the customer's registration." }, { "ucid": "21112178834730142", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "Only verified the procurement city; failed to ask for the contact's name, their role in procurement, or the best contact details for quotes." }, { "ucid": "21112178834730142", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "", "comment": "Only established the end-use (furniture) and tonnage; missed all other key discovery questions about current brands, payment terms, and history with JSW." }, { "ucid": "21112178834730142", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Explained the 'direct from JSW' model but failed to mention key platform benefits like transparent pricing or Test Certificates." }, { "ucid": "21112178834730142", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So sir, when you will be purchasing this month? Is it already in planning or...", "comment": "The agent successfully identified there was no immediate need and scheduled a callback aligned with the customer's buying cycle." }, { "ucid": "21112178834730142", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So, I'll connect with you sir after I guess two weeks.", "comment": "The call ended with a clear next step: a specific callback time which the customer agreed to." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education" ], "objection_phrases_list": [] }