{ "ucid": "21112178841556651", "call_date": "2026-09-03", "start_time": "2026-09-03 11:36:06", "end_time": "2026-09-03 11:39:01", "duration_sec": 175, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Does_not_deal_Steel", "agent": "ankit mistry", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA898d5fc6be70b6307f298b1544ccb237.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1134, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178841556651__DIA898d5fc6be70b6307f298b1544ccb237.mp3", "audio_bytes": 465696, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 155.232, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (હલો.)\n[1s] AGENT: Hello.\n[2s] AGENT: Uh Welcon Hydraulic Tubes? (અ Welcon Hydraulic Tubes?)\n[3s] CUSTOMER: Yes sir.\n[4s] AGENT: Uh sir, hi, good morning. I am Ankit Mistry speaking, from JSW Steel. From Jindal Steel. (અ સર, hi, good morning. હું અંકિત મિસ્ત્રી વાત કરું છું, JSW Steel થી. Jindal Steel માંથી.)\n[8s] CUSTOMER: Speak, speak. (બોલો બોલો.)\n[8s] AGENT: Okay.\n[9s] AGENT: I believe last week you registered your firm, Welcon Hydraulic, on Jindal's digital platform, right? (I believe ગયા અઠવાડિયે તમે મને Jindal ના digital platform પર તમારું આ જે firm છે Welcon Hydraulic, એના પર તમે registration કરાવ્યું છે, right?)\n[14s] CUSTOMER: Yes. (હા.)\n[15s] AGENT: Great. Uh so sir, first can I ask your name? In this, your name (Great. અ તો સર પેલા હું તમારું નામ પૂછી શકું છું? આમાં તમારું નામ)\n[18s] CUSTOMER: Sahil Patel. (સાહિલ પટેલ.)\n[19s] AGENT: Sahil bhai, okay. So Sahil bhai, here, in this, what would be your nature of business? Meaning, do you do some manufacturing or are you in fabrication works or what do you do? (સાહિલભાઈ, okay. So સાહિલભાઈ, અહીંયા આમાં તમારું nature of business શું હશે? એટલે તમે કઈ manufacturing કરો છો કે fabrication works માં છો કે શું કરો છો?)\n[23s] CUSTOMER: What are you saying, sir? (શું કહો છો સર?)\n[24s] AGENT: This business of yours, Welcon Hydraulic Tubes, right? In that, what is this business of? Meaning, do you do some manufacturing or are you in fabrication works or (તમારો આ જે business છે, Welcon Hydraulic Tubes, right? એમાં તમારું આનું business શેનું હશે? એટલે તમે કઈ manufacturing કરો છો કે fabrication works માં છો કે)\n[32s] CUSTOMER: No, our work is hydraulic products. We do all work of hydraulic tubes. Hydraulic tubes and the hydraulic round bars that come, (ના, hydraulic નું product કામ છે આપણું. Hydraulic tube નું બધું કામ છે આપણું. Hydraulic tubes અને hydraulic round bar જે આવે ને,)\n[36s] AGENT: Yes, yes, yes. (હા હા હા.)\n[36s] CUSTOMER: Yes, that is our work. (હા, એનું કામ છે આપણું.)\n[38s] AGENT: Okay, so basically you consume round bars etc. in this, or are you a trader or what do you take? (અચ્છા, એટલે તમે basically તમે round bars વગેરે તમે consume કરો છો આની અંદર કે તમે trade છો કે શું લો છો?)\n[41s] CUSTOMER: The bright bars that come, sir, we need those. (આપ મારે જો bright bar આતા હે ને સર, વો ચાહિયે હમકો.)\n[43s] AGENT: Okay, you need bright bars. Okay. Understood. So in this, do you have any work for plates? Plates or coils? (અચ્છા, તમને તમે bright bars જોઈએ છે. Okay. સમજાઈ ગયું. તો આમાં કઈ તમને plate નું કઈ કામકાજ ખરું? Plate નું કે coil નું?)\n[47s] CUSTOMER: No work for plates and coils, sir, in our business. (Plate નું અને coil નું કોઈ કામકાજ નહિ સાહેબ આપણા આમાં.)\n[49s] AGENT: Okay. So Sahil bhai, how it is, our portal that is there today, you must have seen, in this, we don't have production of round bars or bright bars at present. We (અચ્છા. તો સાહિલભાઈ કેવું છે ને, આજે અમારું portal છે, તમે જોયું હશે, તો આમાં તમે round bar કે bright bar તમારું production નથી અત્યારે હાલમાં. અમારે)\n[55s] CUSTOMER: Yes, I saw that on the portal later. (હા, એ જોયું portal પર પછી મેં.)\n[56s] AGENT: Yes, so we cannot give it to you in this. (હા, એટલે અમે તમને આપી નહિ શકીએ આની અંદર.)\n[58s] AGENT: Yes, but if you have any requirement for sheets, then I can give you that at present. (હા, બાકી જો કોઈ કોઈ તમારી કઈ sheet ની કઈ requirement હોય તો એ હું તમને આપી શકું છું હાલમાં.)\n[62s] CUSTOMER: Yes, I understood. (હા, સમજી ગયો.)\n[62s] AGENT: It's like that. The draw bars that we have, not even those, right? (એવું છે. જો આપણા draw bar આવે એનું બી નહિ ને આપણે?)\n[64s] CUSTOMER: No, not that either, not that either. (ના, એનું પણ નથી, એનું પણ નથી.)\n[66s] CUSTOMER: So, not like that sir, I sometimes bring material from local here. The ones I have to make of bigger diameter, they give JSW's material only, sir. (તો એમ નહિ સાહેબ, હું અહીંયા local માંથી અમુક અમુક વખત હું material લાવું છું. મારા જે મોટા diameter ના એવા બનાવવાના હોય ને, તો એ લોકો JSW નું જ material આપે છે સાહેબ.)\n[71s] AGENT: No, meaning we do it. But how it is, this portal of ours, JSW One, right? This is our digital portal. So on the digital portal, our product category of round bars, bright bars, we have not yet onboarded all of that on this. (નહિ, એટલે અમે લોકો કરીએ છીએ. But કેવું છે, આ જે આપણું portal છે JSW One, બરાબર? આ આપણું digital portal છે. તો digital portal પર અમારું એ જે product category છે અમારી round bars ની, bright bars ની, એ બધી અમારી હજી આની પર અમે લોકો onboard નથી કરી.)\n[78s] CUSTOMER: Okay, because its demand is that much for that item. (અચ્છા, કેમ કે એનું demand એટલું છે એની વસ્તુનું.)\n[80s] AGENT: Yes yes yes. So, that thing you will get offline from our retail, our stockists etc., you will get it from there. (હા હા હા. એટલે, તો તમારે જે એ જે વસ્તુ છે ને તમને offline જે અમારા જે retail અમારા જે stockists વગેરે તમે ત્યાંથી તમને મળી જશે.)\n[84s] AGENT: But digitally from our end, at present, that is not possible. It's like that. (But digital અમારા end થી અત્યારે હાલમાં એ એ possible નથી. એવું છે.)\n[86s] CUSTOMER: Yes yes yes yes. (હા હા હા હા.)\n[88s] AGENT: Yes. (હા.)\n[88s] CUSTOMER: Okay sir, no problem. If there is any such need which is on your portal, I will contact you for that, right? (Okay સાહેબ, કઈ વાંધો નહિ. આવી કોઈ જરૂરત હશે જે તમારા portal ઉપર હશે તો હું તમારો contact કરીશ એના માટે, બરોબર?)\n[92s] AGENT: Definitely, definitely, definitely. Anytime. (ચોક્કસ, ચોક્કસ, ચોક્કસ. Anytime.)\n[94s] CUSTOMER: Okay sir. Thank you. (Okay સાહેબ. Thank you.)\n[94s] AGENT: Okay sir. Okay. (Okay સર. Okay.)", "language": "Gujarati", "languages": "[\"Gujarati\", \"English\", \"Hindi\"]", "turn_count": 39, "connected": 1, "audio_notes": "clear: Some minor background noise is present but does not affect transcription reliability.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "39 turns, clean transcript (0% inaudible)", "band_language": "Gujarati", "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": 4.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "Good work identifying the product mismatch quickly. On future calls like this, still try to capture basic profile details like city and procurement role, as this is valuable data for us even if there's no immediate sale.", "usp_relevance": "none", "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": 1, "material_detected": "bright bars, round bars", "catalogue_status": "not_available", "quality_flags_total": 1, "supply_flag": "spec_not_available", "supply_details": "Customer requires bright bars and round bars, which are product categories not onboarded on the JSW One digital platform.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer who had recently registered on the platform. The customer, a manufacturer of hydraulic products, requires bright bars and round bars. The agent correctly identified that this product category is not sold on the JSW One digital portal, explained the situation, and checked for other needs (plates/coils), which the customer did not have. The call ended with the customer understanding the platform's current limitations.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"hi, good morning. I am Ankit Mistry speaking, from JSW Steel. From Jindal Steel.\", \"comment\": \"The agent gave a warm opening, identified himself and the company, and referenced the customer's registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Uh so sir, first can I ask your name?\", \"comment\": \"The agent only asked for the customer's name and missed asking for procurement city, role, and contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"So Sahil bhai, here, in this, what would be your nature of business?\", \"comment\": \"The agent asked about the business type, but the product mismatch prevented any further discovery on volume, brands, or payment terms.\"}, {\"step_id\": \"NR4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"this portal of ours, JSW One, right? This is our digital portal. So on the digital portal, our product category of round bars, bright bars, we have not yet onboarded all of that on this.\", \"comment\": \"The agent clearly explained that the digital platform does not currently carry the customer's required product category.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"do you have any work for plates? Plates or coils?\", \"comment\": \"After discovering the primary product was unavailable, the agent correctly pivoted to check for opportunities in other product categories (plates/coils/sheets).\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a specific, agent-driven next step; it was left to the customer to re-engage if their needs change.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Good work identifying the product mismatch quickly. On future calls like this, still try to capture basic profile details like city and procurement role, as this is valuable data for us even if there's no immediate sale.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"bright bars, round bars\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"spec_not_available\", \"supply_details\": \"Customer requires bright bars and round bars, which are product categories not onboarded on the JSW One digital platform.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer who had recently registered on the platform. The customer, a manufacturer of hydraulic products, requires bright bars and round bars. The agent correctly identified that this product category is not sold on the JSW One digital portal, explained the situation, and checked for other needs (plates/coils), which the customer did not have. The call ended with the customer understanding the platform's current limitations.\"}", "error": null, "latency_ms": 49023, "input_tokens": 4412, "output_tokens": 888, "created_at": "2026-09-25 11:43:47", "sentiment": "neutral", "sentiment_score": 0.041, "sentiment_confidence": "high", "pos": 18, "neg": 8, "lex_hits": 18, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.686, "agent_talk_sec": 63.5, "customer_talk_sec": 29.1, "dead_air_sec": 82.4, "longest_monologue_sec": 7.6, "agent_wpm": 297.6, "interruptions": 0, "agent_turns": 21, "customer_turns": 18, "discovery_qs": 12, "words_agent": 315, "words_customer": 144, "monologue_heavy": 0, "turns": [ { "ucid": "21112178841556651", "idx": 0, "speaker": "customer", "start_s": 0.87, "end_s": 1.21, "text_en": "Hello.", "text_native": "હલો." }, { "ucid": "21112178841556651", "idx": 1, "speaker": "agent", "start_s": 1.21, "end_s": 1.57, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178841556651", "idx": 2, "speaker": "agent", "start_s": 1.87, "end_s": 3.0, "text_en": "Uh Welcon Hydraulic Tubes?", "text_native": "અ Welcon Hydraulic Tubes?" }, { "ucid": "21112178841556651", "idx": 3, "speaker": "customer", "start_s": 3.0, "end_s": 3.6, "text_en": "Yes sir.", "text_native": "Yes sir." }, { "ucid": "21112178841556651", "idx": 4, "speaker": "agent", "start_s": 3.86, "end_s": 7.5, "text_en": "Uh sir, hi, good morning. I am Ankit Mistry speaking, from JSW Steel. From Jindal Steel.", "text_native": "અ સર, hi, good morning. હું અંકિત મિસ્ત્રી વાત કરું છું, JSW Steel થી. Jindal Steel માંથી." }, { "ucid": "21112178841556651", "idx": 5, "speaker": "customer", "start_s": 7.5, "end_s": 8.04, "text_en": "Speak, speak.", "text_native": "બોલો બોલો." }, { "ucid": "21112178841556651", "idx": 6, "speaker": "agent", "start_s": 8.04, "end_s": 8.48, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178841556651", "idx": 7, "speaker": "agent", "start_s": 8.68, "end_s": 14.48, "text_en": "I believe last week you registered your firm, Welcon Hydraulic, on Jindal's digital platform, right?", "text_native": "I believe ગયા અઠવાડિયે તમે મને Jindal ના digital platform પર તમારું આ જે firm છે Welcon Hydraulic, એના પર તમે registration કરાવ્યું છે, right?" }, { "ucid": "21112178841556651", "idx": 8, "speaker": "customer", "start_s": 14.48, "end_s": 15.0, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "21112178841556651", "idx": 9, "speaker": "agent", "start_s": 15.2, "end_s": 18.0, "text_en": "Great. Uh so sir, first can I ask your name? In this, your name", "text_native": "Great. અ તો સર પેલા હું તમારું નામ પૂછી શકું છું? આમાં તમારું નામ" }, { "ucid": "21112178841556651", "idx": 10, "speaker": "customer", "start_s": 18.0, "end_s": 19.0, "text_en": "Sahil Patel.", "text_native": "સાહિલ પટેલ." }, { "ucid": "21112178841556651", "idx": 11, "speaker": "agent", "start_s": 19.1, "end_s": 22.7, "text_en": "Sahil bhai, okay. So Sahil bhai, here, in this, what would be your nature of business? Meaning, do you do some manufacturing or are you in fabrication works or what do you do?", "text_native": "સાહિલભાઈ, okay. So સાહિલભાઈ, અહીંયા આમાં તમારું nature of business શું હશે? એટલે તમે કઈ manufacturing કરો છો કે fabrication works માં છો કે શું કરો છો?" }, { "ucid": "21112178841556651", "idx": 12, "speaker": "customer", "start_s": 22.7, "end_s": 23.6, "text_en": "What are you saying, sir?", "text_native": "શું કહો છો સર?" }, { "ucid": "21112178841556651", "idx": 13, "speaker": "agent", "start_s": 23.9, "end_s": 31.5, "text_en": "This business of yours, Welcon Hydraulic Tubes, right? In that, what is this business of? Meaning, do you do some manufacturing or are you in fabrication works or", "text_native": "તમારો આ જે business છે, Welcon Hydraulic Tubes, right? એમાં તમારું આનું business શેનું હશે? એટલે તમે કઈ manufacturing કરો છો કે fabrication works માં છો કે" }, { "ucid": "21112178841556651", "idx": 14, "speaker": "customer", "start_s": 31.5, "end_s": 35.5, "text_en": "No, our work is hydraulic products. We do all work of hydraulic tubes. Hydraulic tubes and the hydraulic round bars that come,", "text_native": "ના, hydraulic નું product કામ છે આપણું. Hydraulic tube નું બધું કામ છે આપણું. Hydraulic tubes અને hydraulic round bar જે આવે ને," }, { "ucid": "21112178841556651", "idx": 15, "speaker": "agent", "start_s": 35.5, "end_s": 36.5, "text_en": "Yes, yes, yes.", "text_native": "હા હા હા." }, { "ucid": "21112178841556651", "idx": 16, "speaker": "customer", "start_s": 36.5, "end_s": 37.5, "text_en": "Yes, that is our work.", "text_native": "હા, એનું કામ છે આપણું." }, { "ucid": "21112178841556651", "idx": 17, "speaker": "agent", "start_s": 37.5, "end_s": 40.5, "text_en": "Okay, so basically you consume round bars etc. in this, or are you a trader or what do you take?", "text_native": "અચ્છા, એટલે તમે basically તમે round bars વગેરે તમે consume કરો છો આની અંદર કે તમે trade છો કે શું લો છો?" }, { "ucid": "21112178841556651", "idx": 18, "speaker": "customer", "start_s": 40.8, "end_s": 43.0, "text_en": "The bright bars that come, sir, we need those.", "text_native": "આપ મારે જો bright bar આતા હે ને સર, વો ચાહિયે હમકો." }, { "ucid": "21112178841556651", "idx": 19, "speaker": "agent", "start_s": 43.2, "end_s": 47.0, "text_en": "Okay, you need bright bars. Okay. Understood. So in this, do you have any work for plates? Plates or coils?", "text_native": "અચ્છા, તમને તમે bright bars જોઈએ છે. Okay. સમજાઈ ગયું. તો આમાં કઈ તમને plate નું કઈ કામકાજ ખરું? Plate નું કે coil નું?" }, { "ucid": "21112178841556651", "idx": 20, "speaker": "customer", "start_s": 47.0, "end_s": 49.0, "text_en": "No work for plates and coils, sir, in our business.", "text_native": "Plate નું અને coil નું કોઈ કામકાજ નહિ સાહેબ આપણા આમાં." }, { "ucid": "21112178841556651", "idx": 21, "speaker": "agent", "start_s": 49.2, "end_s": 55.0, "text_en": "Okay. So Sahil bhai, how it is, our portal that is there today, you must have seen, in this, we don't have production of round bars or bright bars at present. We", "text_native": "અચ્છા. તો સાહિલભાઈ કેવું છે ને, આજે અમારું portal છે, તમે જોયું હશે, તો આમાં તમે round bar કે bright bar તમારું production નથી અત્યારે હાલમાં. અમારે" }, { "ucid": "21112178841556651", "idx": 22, "speaker": "customer", "start_s": 55.0, "end_s": 56.0, "text_en": "Yes, I saw that on the portal later.", "text_native": "હા, એ જોયું portal પર પછી મેં." }, { "ucid": "21112178841556651", "idx": 23, "speaker": "agent", "start_s": 56.0, "end_s": 58.5, "text_en": "Yes, so we cannot give it to you in this.", "text_native": "હા, એટલે અમે તમને આપી નહિ શકીએ આની અંદર." }, { "ucid": "21112178841556651", "idx": 24, "speaker": "agent", "start_s": 58.5, "end_s": 61.5, "text_en": "Yes, but if you have any requirement for sheets, then I can give you that at present.", "text_native": "હા, બાકી જો કોઈ કોઈ તમારી કઈ sheet ની કઈ requirement હોય તો એ હું તમને આપી શકું છું હાલમાં." }, { "ucid": "21112178841556651", "idx": 25, "speaker": "customer", "start_s": 61.5, "end_s": 62.5, "text_en": "Yes, I understood.", "text_native": "હા, સમજી ગયો." }, { "ucid": "21112178841556651", "idx": 26, "speaker": "agent", "start_s": 62.5, "end_s": 64.5, "text_en": "It's like that. The draw bars that we have, not even those, right?", "text_native": "એવું છે. જો આપણા draw bar આવે એનું બી નહિ ને આપણે?" }, { "ucid": "21112178841556651", "idx": 27, "speaker": "customer", "start_s": 64.5, "end_s": 66.0, "text_en": "No, not that either, not that either.", "text_native": "ના, એનું પણ નથી, એનું પણ નથી." }, { "ucid": "21112178841556651", "idx": 28, "speaker": "customer", "start_s": 66.0, "end_s": 71.0, "text_en": "So, not like that sir, I sometimes bring material from local here. The ones I have to make of bigger diameter, they give JSW's material only, sir.", "text_native": "તો એમ નહિ સાહેબ, હું અહીંયા local માંથી અમુક અમુક વખત હું material લાવું છું. મારા જે મોટા diameter ના એવા બનાવવાના હોય ને, તો એ લોકો JSW નું જ material આપે છે સાહેબ." }, { "ucid": "21112178841556651", "idx": 29, "speaker": "agent", "start_s": 71.0, "end_s": 78.0, "text_en": "No, meaning we do it. But how it is, this portal of ours, JSW One, right? This is our digital portal. So on the digital portal, our product category of round bars, bright bars, we have not yet onboarded all of that on this.", "text_native": "નહિ, એટલે અમે લોકો કરીએ છીએ. But કેવું છે, આ જે આપણું portal છે JSW One, બરાબર? આ આપણું digital portal છે. તો digital portal પર અમારું એ જે product category છે અમારી round bars ની, bright bars ની, એ બધી અમારી હજી આની પર અમે લોકો onboard નથી કરી." }, { "ucid": "21112178841556651", "idx": 30, "speaker": "customer", "start_s": 78.0, "end_s": 80.0, "text_en": "Okay, because its demand is that much for that item.", "text_native": "અચ્છા, કેમ કે એનું demand એટલું છે એની વસ્તુનું." }, { "ucid": "21112178841556651", "idx": 31, "speaker": "agent", "start_s": 80.0, "end_s": 84.0, "text_en": "Yes yes yes. So, that thing you will get offline from our retail, our stockists etc., you will get it from there.", "text_native": "હા હા હા. એટલે, તો તમારે જે એ જે વસ્તુ છે ને તમને offline જે અમારા જે retail અમારા જે stockists વગેરે તમે ત્યાંથી તમને મળી જશે." }, { "ucid": "21112178841556651", "idx": 32, "speaker": "agent", "start_s": 84.0, "end_s": 86.5, "text_en": "But digitally from our end, at present, that is not possible. It's like that.", "text_native": "But digital અમારા end થી અત્યારે હાલમાં એ એ possible નથી. એવું છે." }, { "ucid": "21112178841556651", "idx": 33, "speaker": "customer", "start_s": 86.5, "end_s": 87.5, "text_en": "Yes yes yes yes.", "text_native": "હા હા હા હા." }, { "ucid": "21112178841556651", "idx": 34, "speaker": "agent", "start_s": 87.5, "end_s": 88.0, "text_en": "Yes.", "text_native": "હા." }, { "ucid": "21112178841556651", "idx": 35, "speaker": "customer", "start_s": 88.0, "end_s": 91.5, "text_en": "Okay sir, no problem. If there is any such need which is on your portal, I will contact you for that, right?", "text_native": "Okay સાહેબ, કઈ વાંધો નહિ. આવી કોઈ જરૂરત હશે જે તમારા portal ઉપર હશે તો હું તમારો contact કરીશ એના માટે, બરોબર?" }, { "ucid": "21112178841556651", "idx": 36, "speaker": "agent", "start_s": 91.5, "end_s": 93.5, "text_en": "Definitely, definitely, definitely. Anytime.", "text_native": "ચોક્કસ, ચોક્કસ, ચોક્કસ. Anytime." }, { "ucid": "21112178841556651", "idx": 37, "speaker": "customer", "start_s": 93.5, "end_s": 94.5, "text_en": "Okay sir. Thank you.", "text_native": "Okay સાહેબ. Thank you." }, { "ucid": "21112178841556651", "idx": 38, "speaker": "agent", "start_s": 94.5, "end_s": 95.5, "text_en": "Okay sir. Okay.", "text_native": "Okay સર. Okay." } ], "steps": [ { "ucid": "21112178841556651", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "hi, good morning. I am Ankit Mistry speaking, from JSW Steel. From Jindal Steel.", "comment": "The agent gave a warm opening, identified himself and the company, and referenced the customer's registration." }, { "ucid": "21112178841556651", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Uh so sir, first can I ask your name?", "comment": "The agent only asked for the customer's name and missed asking for procurement city, role, and contact details." }, { "ucid": "21112178841556651", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "So Sahil bhai, here, in this, what would be your nature of business?", "comment": "The agent asked about the business type, but the product mismatch prevented any further discovery on volume, brands, or payment terms." }, { "ucid": "21112178841556651", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "this portal of ours, JSW One, right? This is our digital portal. So on the digital portal, our product category of round bars, bright bars, we have not yet onboarded all of that on this.", "comment": "The agent clearly explained that the digital platform does not currently carry the customer's required product category." }, { "ucid": "21112178841556651", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "do you have any work for plates? Plates or coils?", "comment": "After discovering the primary product was unavailable, the agent correctly pivoted to check for opportunities in other product categories (plates/coils/sheets)." }, { "ucid": "21112178841556651", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended without a specific, agent-driven next step; it was left to the customer to re-engage if their needs change." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }