{ "ucid": "21112178843191671", "call_date": "2026-09-03", "start_time": "2026-09-03 16:08:36", "end_time": "2026-09-03 16:09:48", "duration_sec": 72, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA4629630d2c8ff0f1550430741f485e6d.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1011, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843191671__DIA4629630d2c8ff0f1550430741f485e6d.mp3", "audio_bytes": 169776, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 56.592, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[3s] AGENT: Hello.\n[3s] CUSTOMER: Hello, yes sir?\n[4s] AGENT: Yes, uh is this from Gravity EQ Business Services?\n[7s] CUSTOMER: Uh yes sir.\n[8s] AGENT: Yes, hi. Rohit here from JSW One platforms from Mumbai.\n[11s] CUSTOMER: Uh sorry?\n[12s] AGENT: Uh my name is Rohit Mishra. I'm speaking to JSW One platforms from uh Mumbai.\n[16s] CUSTOMER: Ah okay, okay.\n[17s] AGENT: Yeah. Actually, sir, I found your company. You have registered your company over our platform, JSW One MSME. So just wanted to know a bit more about your company. I could see that you have registered quite long ago, about a month ago, I can say. So, uh, you had words with Ganesh, I guess, from my team.\n[28s] CUSTOMER: Yeah, right sir. But for us it's not required, sir, actually.\n[31s] AGENT: Okay, okay, okay. Not an issue. And if anything comes up, do let me know. Yeah.\n[34s] CUSTOMER: Ah okay, sir.\n[34s] AGENT: You can make an inquiry through the app itself.\n[36s] CUSTOMER: Ah okay.\n[37s] AGENT: Okay. Yeah. Thank you.", "language": "English", "languages": "[\"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "clear: There is some background chatter on the customer's side, but it does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 turns, clean transcript (0% inaudible)", "band_language": "English", "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": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer gives a quick brush-off like 'it's not required', don't give up immediately. Try one simple, open-ended question to understand their business before ending the call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "unknown", "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": "unknown", "quality_flags_total": 0, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a customer regarding their prior registration. The customer immediately stated they had no requirement for the service. The agent accepted this and ended the call without attempting any discovery or objection handling.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Rohit here from JSW One platforms from Mumbai... I found your company. You have registered your company over our platform, JSW One MSME.\", \"comment\": \"The agent introduced himself and the reason for the call, referencing the customer's prior registration.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only verified the company name; the customer shut down the call before any other verification questions could be asked.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call was terminated by the customer before any discovery questions could be asked.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain any platform benefits; only mentioned making an inquiry through the app.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask about a current requirement and accepted the customer's dismissal without probing.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a generic 'let me know if anything comes up,' not one of the three required specific outcomes.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer gives a quick brush-off like 'it's not required', don't give up immediately. Try one simple, open-ended question to understand their business before ending the call.\", \"segment_detected\": \"unknown\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a customer regarding their prior registration. The customer immediately stated they had no requirement for the service. The agent accepted this and ended the call without attempting any discovery or objection handling.\"}", "error": null, "latency_ms": 31761, "input_tokens": 2946, "output_tokens": 701, "created_at": "2026-09-25 11:38:22", "sentiment": "neutral", "sentiment_score": 0.0, "sentiment_confidence": "high", "pos": 3, "neg": 3, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.786, "agent_talk_sec": 25.3, "customer_talk_sec": 6.9, "dead_air_sec": 39.8, "longest_monologue_sec": 10.4, "agent_wpm": 289.3, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 1, "words_agent": 122, "words_customer": 28, "monologue_heavy": 1, "turns": [ { "ucid": "21112178843191671", "idx": 0, "speaker": "customer", "start_s": 1.07, "end_s": 1.55, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178843191671", "idx": 1, "speaker": "agent", "start_s": 2.6, "end_s": 3.0, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178843191671", "idx": 2, "speaker": "customer", "start_s": 3.43, "end_s": 4.2, "text_en": "Hello, yes sir?", "text_native": "Hello, yes sir?" }, { "ucid": "21112178843191671", "idx": 3, "speaker": "agent", "start_s": 4.2, "end_s": 6.28, "text_en": "Yes, uh is this from Gravity EQ Business Services?", "text_native": "Yes, uh is this from Gravity EQ Business Services?" }, { "ucid": "21112178843191671", "idx": 4, "speaker": "customer", "start_s": 6.87, "end_s": 7.5, "text_en": "Uh yes sir.", "text_native": "Uh yes sir." }, { "ucid": "21112178843191671", "idx": 5, "speaker": "agent", "start_s": 7.8, "end_s": 10.5, "text_en": "Yes, hi. Rohit here from JSW One platforms from Mumbai.", "text_native": "Yes, hi. Rohit here from JSW One platforms from Mumbai." }, { "ucid": "21112178843191671", "idx": 6, "speaker": "customer", "start_s": 10.7, "end_s": 11.3, "text_en": "Uh sorry?", "text_native": "Uh sorry?" }, { "ucid": "21112178843191671", "idx": 7, "speaker": "agent", "start_s": 11.7, "end_s": 15.7, "text_en": "Uh my name is Rohit Mishra. I'm speaking to JSW One platforms from uh Mumbai.", "text_native": "Uh my name is Rohit Mishra. I'm speaking to JSW One platforms from uh Mumbai." }, { "ucid": "21112178843191671", "idx": 8, "speaker": "customer", "start_s": 15.9, "end_s": 16.9, "text_en": "Ah okay, okay.", "text_native": "Ah okay, okay." }, { "ucid": "21112178843191671", "idx": 9, "speaker": "agent", "start_s": 17.4, "end_s": 27.8, "text_en": "Yeah. Actually, sir, I found your company. You have registered your company over our platform, JSW One MSME. So just wanted to know a bit more about your company. I could see that you have registered quite long ago, about a month ago, I can say. So, uh, you had words with Ganesh, I guess, from my team.", "text_native": "Yeah. Actually, sir, I found your company. You have registered your company over our platform, JSW One MSME. So just wanted to know a bit more about your company. I could see that you have registered quite long ago, about a month ago, I can say. So, uh, you had words with Ganesh, I guess, from my team." }, { "ucid": "21112178843191671", "idx": 10, "speaker": "customer", "start_s": 28.2, "end_s": 30.4, "text_en": "Yeah, right sir. But for us it's not required, sir, actually.", "text_native": "Yeah, right sir. But for us it's not required, sir, actually." }, { "ucid": "21112178843191671", "idx": 11, "speaker": "agent", "start_s": 30.7, "end_s": 33.6, "text_en": "Okay, okay, okay. Not an issue. And if anything comes up, do let me know. Yeah.", "text_native": "Okay, okay, okay. Not an issue. And if anything comes up, do let me know. Yeah." }, { "ucid": "21112178843191671", "idx": 12, "speaker": "customer", "start_s": 33.6, "end_s": 34.3, "text_en": "Ah okay, sir.", "text_native": "Ah okay, sir." }, { "ucid": "21112178843191671", "idx": 13, "speaker": "agent", "start_s": 34.3, "end_s": 35.9, "text_en": "You can make an inquiry through the app itself.", "text_native": "You can make an inquiry through the app itself." }, { "ucid": "21112178843191671", "idx": 14, "speaker": "customer", "start_s": 36.2, "end_s": 36.7, "text_en": "Ah okay.", "text_native": "Ah okay." }, { "ucid": "21112178843191671", "idx": 15, "speaker": "agent", "start_s": 36.9, "end_s": 38.1, "text_en": "Okay. Yeah. Thank you.", "text_native": "Okay. Yeah. Thank you." } ], "steps": [ { "ucid": "21112178843191671", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Rohit here from JSW One platforms from Mumbai... I found your company. You have registered your company over our platform, JSW One MSME.", "comment": "The agent introduced himself and the reason for the call, referencing the customer's prior registration." }, { "ucid": "21112178843191671", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only verified the company name; the customer shut down the call before any other verification questions could be asked." }, { "ucid": "21112178843191671", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call was terminated by the customer before any discovery questions could be asked." }, { "ucid": "21112178843191671", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not explain any platform benefits; only mentioned making an inquiry through the app." }, { "ucid": "21112178843191671", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask about a current requirement and accepted the customer's dismissal without probing." }, { "ucid": "21112178843191671", "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 with a generic 'let me know if anything comes up,' not one of the three required specific outcomes." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }