{ "ucid": "21112178843435291", "call_date": "2026-09-03", "start_time": "2026-09-03 16:49:12", "end_time": "2026-09-03 16:52:01", "duration_sec": 169, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAf7a0d0c94960de360bfd2fecdc5b9541.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 993, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178843435291__DIAf7a0d0c94960de360bfd2fecdc5b9541.mp3", "audio_bytes": 459000, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 153.0, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello (हॅलो)\n[1s] AGENT: Hello (हॅलो)\n[1s] AGENT: Uh, am I speaking with Bhumi Enterprises? (अह भूमि एंटरप्राइजेस से बात कर रहे हैं?)\n[3s] CUSTOMER: Yes, tell me, put him on. (हां बोलो, बात कराओ।)\n[4s] AGENT: Uh Santosh ji, Namaskar, I was calling from JSW One. (अह संतोष जी नमस्कार, JSW One से बात कर रहा था।)\n[6s] CUSTOMER: Yes JSW, yes, tell me. (हां JSW, हां बोलिए जी।)\n[7s] AGENT: Uh sir, your Bhumi Enterprises does manufacturing of screens, right? (अह सर ये आपका भूमि एंटरप्राइजेस में मैन्युफैक्चरिंग स्क्रीन्स का होता है, right?)\n[10s] CUSTOMER: Hello? (हॅलो?)\n[11s] AGENT: UT frame? (यूटी फ्रेम?)\n[11s] CUSTOMER: Yes, UT frame manufacturer. (हां यूटी फ्रेम मैन्युफैक्चरर है।)\n[12s] AGENT: So sir, are you looking for anything in steel right now? Any requirement for steel right now? (तो अभी सर कुछ स्टील में देख रहे हैं? स्टील का रिक्वायरमेंट अभी कुछ?)\n[15s] CUSTOMER: I need it, but your rate, you are saying your rate has increased. (चाहिए, लेकिन आपका रेट, आपका रेट बढ़ गया बोल रहे हो।)\n[18s] AGENT: JSW's, sir the rate has increased everywhere, by the way. The rate has increased by up to eight rupees. (JSW का, सर हर जगह का रेट बढ़ा है वैसे तो। आठ रुपये तक रेट बढ़ा है।)\n[21s] CUSTOMER: Three hundred twenty... (तीन सौ बीस...)\n[21s] AGENT: That's the thing, right? (वही ना।)\n[22s] CUSTOMER: What is the current rate? (अभी क्या रेट चालू है?)\n[23s] AGENT: is increasing. 375... (बढ़ रहा है। 375...)\n[24s] CUSTOMER: Yes. (हां।)\n[25s] AGENT: Uh one second. Okay, I... (अह एक सेकंड। अच्छा मैं...)\n[26s] CUSTOMER: E250, 13mm, I need a 12mm plate. 12mm 600mm. (E250, 13mm, 12mm का प्लेट चाहिए मेरेको। 12mm 600mm.)\n[30s] AGENT: So do you need E250 or E350? (तो E250 चाहिए या E350 चाहिए?)\n[30s] CUSTOMER: I need E250 and I need E350. Both. (ये E250 चाहिए और E350 चाहिए। दोनों भी।)\n[34s] AGENT: Yes sir. Sir, for E350, the rate that is going on is 62,750, X-rate. (येस सर। सर E350 का जो रेट जो चल रहा है, वो 62,750 चल रहा है, X-rate.)\n[38s] CUSTOMER: 62, 750?\n[38s] AGENT: 750. 2.5 to 12. (750. ढाई से बारह।)\n[40s] CUSTOMER: 750. Yes yes yes. (750. हां हां हां।)\n[42s] AGENT: That's the rate, sir. (इतना चल रहा है सर।)\n[43s] CUSTOMER: Hmm hmm hmm. (हम्म हम्म हम्म।)\n[44s] AGENT: As of today's date. So you see, sir, the rate has increased everywhere. Because now JSW holds a 25% share in the market, and other companies also hold 25-25%. So if one increases the rate, everyone's rate increases. Besides, the price of coking coal is increasing anyway, so obviously, everyone's will increase. (अभी आज की डेट में। तो आप देख लो सर, हर जगह का तो रेट बढ़ ही गया है। क्योंकि अब JSW 25% शेयर रखती है मार्केट में और बाकी कंपनीज भी 25-25% रखती हैं। तो एक ने बढ़ा दिया रेट तो सबका बढ़ जाता है। वैसे भी कुकिंग कोल का तो बढ़ ही रहा है तो ऑब्वियसली सबका बढ़ेगा ही।)\n[52s] CUSTOMER: It will increase, that's correct, but there is a bit of a difference between Tata's and yours. Okay, I don't have a problem with JSW's material. I keep asking for it, but the thing is... (बढ़ेगा बराबर है, लेकिन Tata का और आपका में थोड़ा ये है। ठीक है, JSW में मटेरियल में मेरेको दिक्कत नहीं है। मैं पूछते रहता है, लेकिन वो कैसा है...)\n[56s] CUSTOMER: Will you do something for me now? I am driving the car, so you either WhatsApp me the rate for both. Do that. (अभी मेरेको थोड़ा ये करेंगे क्या? मैं थोड़ा गाड़ी ड्राइविंग कर रहा हूं तो आप मेरेको WhatsApp कर दीजिए नहीं तो रेट दोनों का। ये कर दीजिए।)\n[102s] AGENT: Yes sir, will you send me the proper requirement once, sir? You... (हां सर एक बार मेरेको प्रॉपर रिक्वायरमेंट डालोगे सर? आप...)\n[104s] CUSTOMER: Okay, I'll send it tomorrow. (ठीक है, कल डालता हूं।)\n[104s] AGENT: ...are driving, so you can tell me whenever you are resting, whenever you are in a resting position. (चला रहे हो तो आप आप आराम से रेस्ट जब भी आप रेस्ट पोजीशन में हो तब बता देना मेरेको।)\n[106s] CUSTOMER: Okay, okay, okay. I need 40. I will... (ठीक है, ठीक है, ठीक है। मेरेको 40 चाहिए। मैं आपको...)\n[108s] AGENT: Yes, you can write it down and send it to me once. I'll send my card on this same number. Okay? (हां आप मेरेको एक बार लिख के दे देना। मैं आपको कार्ड भेजता हूं इसी नंबर पे। ठीक है?)\n[110s] CUSTOMER: Okay, okay. Okay sir. (ठीक है, ठीक है। ठीक है सर।)\n[112s] AGENT: Okay sir. (ओके सर।)\n[112s] CUSTOMER: Where are you from? (किधर से हो?)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 39, "connected": 1, "audio_notes": "clear: The customer and agent occasionally speak over each other, but the conversation remains intelligible.", "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": "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 the customer raises a price objection, use it as a trigger to explain our value proposition (e.g., all-inclusive landed cost) instead of just agreeing that prices have risen everywhere.", "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": 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 customer, a UT frame manufacturer, confirmed an immediate need for E250 and E350 grade plates and immediately raised an objection about JSW's price increase. The agent justified the price with market trends but failed to conduct discovery or pitch the platform's value. The call ended with the customer, who was driving, promising to send his full requirement via WhatsApp the next day.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh Santosh ji, Namaskar, I was calling from JSW One.\", \"comment\": \"The agent used a polite, professional opener with a standard greeting.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only confirmed the company name but did not ask about procurement city, decision-making role, or best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"\", \"comment\": \"The agent only confirmed the business type and did not probe for monthly tonnage, brands used, payment terms, or past purchasing behavior.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the JSW One platform or its benefits like transparent pricing or test certificates.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent asked for a requirement but did not capture the full specification (e.g., quantity, length) for the plates the customer needed.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended with a vague promise from the customer to send details \\\"tomorrow,\\\" not a specific, agent-driven next step like a scheduled callback or quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer raises a price objection, use it as a trigger to explain our value proposition (e.g., all-inclusive landed cost) instead of just agreeing that prices have risen everywhere.\", \"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\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"I need it, but your rate, you are saying your rate has increased.\", \"response\": \"JSW's, sir the rate has increased everywhere, by the way. The rate has increased by up to eight rupees.\"}], \"call_summary\": \"The customer, a UT frame manufacturer, confirmed an immediate need for E250 and E350 grade plates and immediately raised an objection about JSW's price increase. The agent justified the price with market trends but failed to conduct discovery or pitch the platform's value. The call ended with the customer, who was driving, promising to send his full requirement via WhatsApp the next day.\"}", "error": null, "latency_ms": 42810, "input_tokens": 4171, "output_tokens": 837, "created_at": "2026-09-25 23:02:50", "sentiment": "neutral", "sentiment_score": 0.137, "sentiment_confidence": "high", "pos": 16, "neg": 10, "lex_hits": 24, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.35, "agent_talk_sec": 38.7, "customer_talk_sec": 72.0, "dead_air_sec": 58.3, "longest_monologue_sec": 8.0, "agent_wpm": 334.9, "interruptions": 0, "agent_turns": 19, "customer_turns": 20, "discovery_qs": 9, "words_agent": 216, "words_customer": 144, "monologue_heavy": 0, "turns": [ { "ucid": "21112178843435291", "idx": 0, "speaker": "customer", "start_s": 0.18, "end_s": 0.78, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178843435291", "idx": 1, "speaker": "agent", "start_s": 0.86, "end_s": 1.14, "text_en": "Hello", "text_native": "हॅलो" }, { "ucid": "21112178843435291", "idx": 2, "speaker": "agent", "start_s": 1.3, "end_s": 2.8, "text_en": "Uh, am I speaking with Bhumi Enterprises?", "text_native": "अह भूमि एंटरप्राइजेस से बात कर रहे हैं?" }, { "ucid": "21112178843435291", "idx": 3, "speaker": "customer", "start_s": 2.84, "end_s": 3.54, "text_en": "Yes, tell me, put him on.", "text_native": "हां बोलो, बात कराओ।" }, { "ucid": "21112178843435291", "idx": 4, "speaker": "agent", "start_s": 3.54, "end_s": 6.0, "text_en": "Uh Santosh ji, Namaskar, I was calling from JSW One.", "text_native": "अह संतोष जी नमस्कार, JSW One से बात कर रहा था।" }, { "ucid": "21112178843435291", "idx": 5, "speaker": "customer", "start_s": 6.0, "end_s": 7.24, "text_en": "Yes JSW, yes, tell me.", "text_native": "हां JSW, हां बोलिए जी।" }, { "ucid": "21112178843435291", "idx": 6, "speaker": "agent", "start_s": 7.24, "end_s": 10.04, "text_en": "Uh sir, your Bhumi Enterprises does manufacturing of screens, right?", "text_native": "अह सर ये आपका भूमि एंटरप्राइजेस में मैन्युफैक्चरिंग स्क्रीन्स का होता है, right?" }, { "ucid": "21112178843435291", "idx": 7, "speaker": "customer", "start_s": 10.36, "end_s": 10.8, "text_en": "Hello?", "text_native": "हॅलो?" }, { "ucid": "21112178843435291", "idx": 8, "speaker": "agent", "start_s": 10.8, "end_s": 11.3, "text_en": "UT frame?", "text_native": "यूटी फ्रेम?" }, { "ucid": "21112178843435291", "idx": 9, "speaker": "customer", "start_s": 11.3, "end_s": 12.5, "text_en": "Yes, UT frame manufacturer.", "text_native": "हां यूटी फ्रेम मैन्युफैक्चरर है।" }, { "ucid": "21112178843435291", "idx": 10, "speaker": "agent", "start_s": 12.5, "end_s": 14.54, "text_en": "So sir, are you looking for anything in steel right now? Any requirement for steel right now?", "text_native": "तो अभी सर कुछ स्टील में देख रहे हैं? स्टील का रिक्वायरमेंट अभी कुछ?" }, { "ucid": "21112178843435291", "idx": 11, "speaker": "customer", "start_s": 14.54, "end_s": 17.5, "text_en": "I need it, but your rate, you are saying your rate has increased.", "text_native": "चाहिए, लेकिन आपका रेट, आपका रेट बढ़ गया बोल रहे हो।" }, { "ucid": "21112178843435291", "idx": 12, "speaker": "agent", "start_s": 17.8, "end_s": 20.54, "text_en": "JSW's, sir the rate has increased everywhere, by the way. The rate has increased by up to eight rupees.", "text_native": "JSW का, सर हर जगह का रेट बढ़ा है वैसे तो। आठ रुपये तक रेट बढ़ा है।" }, { "ucid": "21112178843435291", "idx": 13, "speaker": "customer", "start_s": 20.54, "end_s": 21.0, "text_en": "Three hundred twenty...", "text_native": "तीन सौ बीस..." }, { "ucid": "21112178843435291", "idx": 14, "speaker": "agent", "start_s": 21.3, "end_s": 22.0, "text_en": "That's the thing, right?", "text_native": "वही ना।" }, { "ucid": "21112178843435291", "idx": 15, "speaker": "customer", "start_s": 22.2, "end_s": 23.0, "text_en": "What is the current rate?", "text_native": "अभी क्या रेट चालू है?" }, { "ucid": "21112178843435291", "idx": 16, "speaker": "agent", "start_s": 23.0, "end_s": 24.0, "text_en": "is increasing. 375...", "text_native": "बढ़ रहा है। 375..." }, { "ucid": "21112178843435291", "idx": 17, "speaker": "customer", "start_s": 24.2, "end_s": 24.8, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178843435291", "idx": 18, "speaker": "agent", "start_s": 24.8, "end_s": 26.5, "text_en": "Uh one second. Okay, I...", "text_native": "अह एक सेकंड। अच्छा मैं..." }, { "ucid": "21112178843435291", "idx": 19, "speaker": "customer", "start_s": 26.5, "end_s": 29.5, "text_en": "E250, 13mm, I need a 12mm plate. 12mm 600mm.", "text_native": "E250, 13mm, 12mm का प्लेट चाहिए मेरेको। 12mm 600mm." }, { "ucid": "21112178843435291", "idx": 20, "speaker": "agent", "start_s": 29.5, "end_s": 30.5, "text_en": "So do you need E250 or E350?", "text_native": "तो E250 चाहिए या E350 चाहिए?" }, { "ucid": "21112178843435291", "idx": 21, "speaker": "customer", "start_s": 30.5, "end_s": 33.5, "text_en": "I need E250 and I need E350. Both.", "text_native": "ये E250 चाहिए और E350 चाहिए। दोनों भी।" }, { "ucid": "21112178843435291", "idx": 22, "speaker": "agent", "start_s": 33.5, "end_s": 37.5, "text_en": "Yes sir. Sir, for E350, the rate that is going on is 62,750, X-rate.", "text_native": "येस सर। सर E350 का जो रेट जो चल रहा है, वो 62,750 चल रहा है, X-rate." }, { "ucid": "21112178843435291", "idx": 23, "speaker": "customer", "start_s": 37.5, "end_s": 38.5, "text_en": "62, 750?", "text_native": "62, 750?" }, { "ucid": "21112178843435291", "idx": 24, "speaker": "agent", "start_s": 38.5, "end_s": 40.5, "text_en": "750. 2.5 to 12.", "text_native": "750. ढाई से बारह।" }, { "ucid": "21112178843435291", "idx": 25, "speaker": "customer", "start_s": 40.5, "end_s": 41.5, "text_en": "750. Yes yes yes.", "text_native": "750. हां हां हां।" }, { "ucid": "21112178843435291", "idx": 26, "speaker": "agent", "start_s": 41.5, "end_s": 42.5, "text_en": "That's the rate, sir.", "text_native": "इतना चल रहा है सर।" }, { "ucid": "21112178843435291", "idx": 27, "speaker": "customer", "start_s": 42.8, "end_s": 43.5, "text_en": "Hmm hmm hmm.", "text_native": "हम्म हम्म हम्म।" }, { "ucid": "21112178843435291", "idx": 28, "speaker": "agent", "start_s": 43.5, "end_s": 51.5, "text_en": "As of today's date. So you see, sir, the rate has increased everywhere. Because now JSW holds a 25% share in the market, and other companies also hold 25-25%. So if one increases the rate, everyone's rate increases. Besides, the price of coking coal is increasing anyway, so obviously, everyone's will increase.", "text_native": "अभी आज की डेट में। तो आप देख लो सर, हर जगह का तो रेट बढ़ ही गया है। क्योंकि अब JSW 25% शेयर रखती है मार्केट में और बाकी कंपनीज भी 25-25% रखती हैं। तो एक ने बढ़ा दिया रेट तो सबका बढ़ जाता है। वैसे भी कुकिंग कोल का तो बढ़ ही रहा है तो ऑब्वियसली सबका बढ़ेगा ही।" }, { "ucid": "21112178843435291", "idx": 29, "speaker": "customer", "start_s": 51.5, "end_s": 56.5, "text_en": "It will increase, that's correct, but there is a bit of a difference between Tata's and yours. Okay, I don't have a problem with JSW's material. I keep asking for it, but the thing is...", "text_native": "बढ़ेगा बराबर है, लेकिन Tata का और आपका में थोड़ा ये है। ठीक है, JSW में मटेरियल में मेरेको दिक्कत नहीं है। मैं पूछते रहता है, लेकिन वो कैसा है..." }, { "ucid": "21112178843435291", "idx": 30, "speaker": "customer", "start_s": 56.5, "end_s": 101.5, "text_en": "Will you do something for me now? I am driving the car, so you either WhatsApp me the rate for both. Do that.", "text_native": "अभी मेरेको थोड़ा ये करेंगे क्या? मैं थोड़ा गाड़ी ड्राइविंग कर रहा हूं तो आप मेरेको WhatsApp कर दीजिए नहीं तो रेट दोनों का। ये कर दीजिए।" }, { "ucid": "21112178843435291", "idx": 31, "speaker": "agent", "start_s": 101.5, "end_s": 103.5, "text_en": "Yes sir, will you send me the proper requirement once, sir? You...", "text_native": "हां सर एक बार मेरेको प्रॉपर रिक्वायरमेंट डालोगे सर? आप..." }, { "ucid": "21112178843435291", "idx": 32, "speaker": "customer", "start_s": 103.5, "end_s": 104.5, "text_en": "Okay, I'll send it tomorrow.", "text_native": "ठीक है, कल डालता हूं।" }, { "ucid": "21112178843435291", "idx": 33, "speaker": "agent", "start_s": 104.5, "end_s": 106.0, "text_en": "...are driving, so you can tell me whenever you are resting, whenever you are in a resting position.", "text_native": "चला रहे हो तो आप आप आराम से रेस्ट जब भी आप रेस्ट पोजीशन में हो तब बता देना मेरेको।" }, { "ucid": "21112178843435291", "idx": 34, "speaker": "customer", "start_s": 106.0, "end_s": 107.5, "text_en": "Okay, okay, okay. I need 40. I will...", "text_native": "ठीक है, ठीक है, ठीक है। मेरेको 40 चाहिए। मैं आपको..." }, { "ucid": "21112178843435291", "idx": 35, "speaker": "agent", "start_s": 107.5, "end_s": 110.5, "text_en": "Yes, you can write it down and send it to me once. I'll send my card on this same number. Okay?", "text_native": "हां आप मेरेको एक बार लिख के दे देना। मैं आपको कार्ड भेजता हूं इसी नंबर पे। ठीक है?" }, { "ucid": "21112178843435291", "idx": 36, "speaker": "customer", "start_s": 110.5, "end_s": 111.5, "text_en": "Okay, okay. Okay sir.", "text_native": "ठीक है, ठीक है। ठीक है सर।" }, { "ucid": "21112178843435291", "idx": 37, "speaker": "agent", "start_s": 111.5, "end_s": 112.0, "text_en": "Okay sir.", "text_native": "ओके सर।" }, { "ucid": "21112178843435291", "idx": 38, "speaker": "customer", "start_s": 112.0, "end_s": 112.8, "text_en": "Where are you from?", "text_native": "किधर से हो?" } ], "steps": [ { "ucid": "21112178843435291", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh Santosh ji, Namaskar, I was calling from JSW One.", "comment": "The agent used a polite, professional opener with a standard greeting." }, { "ucid": "21112178843435291", "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 confirmed the company name but did not ask about procurement city, decision-making role, or best contact details." }, { "ucid": "21112178843435291", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "", "comment": "The agent only confirmed the business type and did not probe for monthly tonnage, brands used, payment terms, or past purchasing behavior." }, { "ucid": "21112178843435291", "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 the JSW One platform or its benefits like transparent pricing or test certificates." }, { "ucid": "21112178843435291", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent asked for a requirement but did not capture the full specification (e.g., quantity, length) for the plates the customer needed." }, { "ucid": "21112178843435291", "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 vague promise from the customer to send details \"tomorrow,\" not a specific, agent-driven next step like a scheduled callback or quote." } ], "objections": [ { "ucid": "21112178843435291", "obj_type": "price", "state": "mishandled", "evidence": "I need it, but your rate, you are saying your rate has increased.", "response": "JSW's, sir the rate has increased everywhere, by the way. The rate has increased by up to eight rupees." } ], "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": [] }