{ "ucid": "21112178850117591", "call_date": "2026-09-04", "start_time": "2026-09-04 11:22:55", "end_time": "2026-09-04 11:23:52", "duration_sec": 57, "campaign": "IS_Inte_MFG_M1_3_NoEnq_Sep26", "disposition": "No_requirement", "agent": "Sajal Bhaskar", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd0e38c68fbfd2d484c8f89c77a3648c5.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 913, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178850117591__DIAd0e38c68fbfd2d484c8f89c77a3648c5.mp3", "audio_bytes": 106272, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 35.424, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello. (हॅलो.)\n[2s] AGENT: Hello. (हॅलो.)\n[3s] AGENT: Am I speaking with Rishikesh ji? From Audumbar Engineering? (ऋषिकेश जी बात कर रहे हैं? औदुंबर इंजीनियरिंग से?)\n[7s] CUSTOMER: Hmm, tell me sir. (हम्म, बोलिए सर।)\n[8s] AGENT: I was calling from JSW One, sir. Greetings. (जेएसडब्ल्यू वन से बात कर रहा था सर, नमस्कार।)\n[10s] CUSTOMER: Greetings, sir. (नमस्ते सर।)\n[12s] AGENT: Sir, are you looking for anything in the steel segment right now? In HR, CR, GP, PPGL? Are you looking for any order? (सर अभी कुछ देख रहे हैं स्टील सेगमेंट में? एचआर, सीआर, जीपी, पीपीजीएल में? कोई आर्डर देख रहे हैं?)\n[17s] CUSTOMER: No sir, nothing for now. (नहीं सर, फिलहाल कुछ नहीं।)\n[19s] AGENT: Okay sir, when can an order come from you? From your side? (अच्छा सर, कब आ सकता है कोई आर्डर आपका? आपकी तरफ से?)\n[22s] CUSTOMER: Sir, not for now. Not for now. If there is anything, I will let you know. (सर फिलहाल तो नहीं। फिलहाल तो नहीं। कुछ अगर रहेगा तो मैं बता दूंगा।)\n[26s] AGENT: Alright sir. Okay sir. (ठीक है सर। ओके सर।)\n[27s] CUSTOMER: Okay, thank you.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly impact transcription quality.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 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": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR1 Warm welcome opener\", \"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": "You skipped the entire discovery process and immediately asked for an order, which caused the customer to end the call. You must first verify the customer's profile and understand their business before trying to identify an opportunity.", "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": "unknown", "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 from an engineering company. The agent immediately asked if the customer had a current requirement, bypassing all verification and discovery steps. The customer stated they had no need at the moment and would call back if a requirement arose, then ended the conversation.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a warm welcome for a new registration, instead opening like a standard cold call and immediately asking for an order.\"}, {\"step_id\": \"NR2\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Am I speaking with Rishikesh ji? From Audumbar Engineering?\", \"comment\": \"The agent only verified the customer's name and company (1/4 questions), failing to meet the 'partial' threshold of 2 questions.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent skipped discovery entirely and asked directly for an order, asking none of the 8 required questions.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not explain the platform's benefits as the call was cut short by the customer.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"when can an order come from you? From your side?\", \"comment\": \"Although the agent asked about a future order, they did not secure a specific callback date after the customer stated they had no current need.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly without a confirmed next step such as a scheduled callback, quote, or platform walkthrough.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the entire discovery process and immediately asked for an order, which caused the customer to end the call. You must first verify the customer's profile and understand their business before trying to identify an opportunity.\", \"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\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a new registrant from an engineering company. The agent immediately asked if the customer had a current requirement, bypassing all verification and discovery steps. The customer stated they had no need at the moment and would call back if a requirement arose, then ended the conversation.\"}", "error": null, "latency_ms": 31492, "input_tokens": 2975, "output_tokens": 741, "created_at": "2026-09-25 11:34:06", "sentiment": "neutral", "sentiment_score": -0.004, "sentiment_confidence": "high", "pos": 9, "neg": 6, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.64, "agent_talk_sec": 14.6, "customer_talk_sec": 8.2, "dead_air_sec": 34.2, "longest_monologue_sec": 4.8, "agent_wpm": 234.2, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 7, "words_agent": 57, "words_customer": 31, "monologue_heavy": 0, "turns": [ { "ucid": "21112178850117591", "idx": 0, "speaker": "customer", "start_s": 1.34, "end_s": 1.84, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178850117591", "idx": 1, "speaker": "agent", "start_s": 2.37, "end_s": 2.7, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178850117591", "idx": 2, "speaker": "agent", "start_s": 3.26, "end_s": 6.34, "text_en": "Am I speaking with Rishikesh ji? From Audumbar Engineering?", "text_native": "ऋषिकेश जी बात कर रहे हैं? औदुंबर इंजीनियरिंग से?" }, { "ucid": "21112178850117591", "idx": 3, "speaker": "customer", "start_s": 6.62, "end_s": 7.56, "text_en": "Hmm, tell me sir.", "text_native": "हम्म, बोलिए सर।" }, { "ucid": "21112178850117591", "idx": 4, "speaker": "agent", "start_s": 7.76, "end_s": 9.96, "text_en": "I was calling from JSW One, sir. Greetings.", "text_native": "जेएसडब्ल्यू वन से बात कर रहा था सर, नमस्कार।" }, { "ucid": "21112178850117591", "idx": 5, "speaker": "customer", "start_s": 10.4, "end_s": 11.17, "text_en": "Greetings, sir.", "text_native": "नमस्ते सर।" }, { "ucid": "21112178850117591", "idx": 6, "speaker": "agent", "start_s": 11.74, "end_s": 16.54, "text_en": "Sir, are you looking for anything in the steel segment right now? In HR, CR, GP, PPGL? Are you looking for any order?", "text_native": "सर अभी कुछ देख रहे हैं स्टील सेगमेंट में? एचआर, सीआर, जीपी, पीपीजीएल में? कोई आर्डर देख रहे हैं?" }, { "ucid": "21112178850117591", "idx": 7, "speaker": "customer", "start_s": 16.8, "end_s": 18.44, "text_en": "No sir, nothing for now.", "text_native": "नहीं सर, फिलहाल कुछ नहीं।" }, { "ucid": "21112178850117591", "idx": 8, "speaker": "agent", "start_s": 18.83, "end_s": 21.71, "text_en": "Okay sir, when can an order come from you? From your side?", "text_native": "अच्छा सर, कब आ सकता है कोई आर्डर आपका? आपकी तरफ से?" }, { "ucid": "21112178850117591", "idx": 9, "speaker": "customer", "start_s": 21.71, "end_s": 25.23, "text_en": "Sir, not for now. Not for now. If there is anything, I will let you know.", "text_native": "सर फिलहाल तो नहीं। फिलहाल तो नहीं। कुछ अगर रहेगा तो मैं बता दूंगा।" }, { "ucid": "21112178850117591", "idx": 10, "speaker": "agent", "start_s": 25.8, "end_s": 27.14, "text_en": "Alright sir. Okay sir.", "text_native": "ठीक है सर। ओके सर।" }, { "ucid": "21112178850117591", "idx": 11, "speaker": "customer", "start_s": 27.14, "end_s": 28.0, "text_en": "Okay, thank you.", "text_native": "Okay, thank you." } ], "steps": [ { "ucid": "21112178850117591", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a warm welcome for a new registration, instead opening like a standard cold call and immediately asking for an order." }, { "ucid": "21112178850117591", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Am I speaking with Rishikesh ji? From Audumbar Engineering?", "comment": "The agent only verified the customer's name and company (1/4 questions), failing to meet the 'partial' threshold of 2 questions." }, { "ucid": "21112178850117591", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent skipped discovery entirely and asked directly for an order, asking none of the 8 required questions." }, { "ucid": "21112178850117591", "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 platform's benefits as the call was cut short by the customer." }, { "ucid": "21112178850117591", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "when can an order come from you? From your side?", "comment": "Although the agent asked about a future order, they did not secure a specific callback date after the customer stated they had no current need." }, { "ucid": "21112178850117591", "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 abruptly without a confirmed next step such as a scheduled callback, quote, or platform walkthrough." } ], "objections": [], "missed_steps": [ "NR1 Warm welcome opener", "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": [] }