{ "ucid": "21112178875827071", "call_date": "2026-09-07", "start_time": "2026-09-07 10:47:50", "end_time": "2026-09-07 10:51:17", "duration_sec": 207, "campaign": "MSME_IS_India_ProductOpps_PROG_261225", "disposition": "General Enquiry", "agent": "Jeevan Jeejo", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd2b960f0cee9555f4e474fe169f57dc5.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 771, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178875827071__DIAd2b960f0cee9555f4e474fe169f57dc5.mp3", "audio_bytes": 543456, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 181.152, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] AGENT: Hello, good morning. Am I talking to Mr. Rajesh Sharma?\n[8s] CUSTOMER: Yes sir, this is Rajesh Sharma speaking. (हां जी सर, राजेश शर्मा बोल रहा हूं मैं।)\n[9s] AGENT: Rajesh, I am Jeevan speaking, from JSW Steel, JSW One platform. So you had, yes, you had put an enquiry on our platform, right, about, no, you had material, is it for TMT? Yes, TMT. Okay. How many tons did you need, Rajesh? (राजेश, मैं जीवन बात कर रहा हूं, ये JSW Steel से, JSW One platform। तो आपने, हां, आपने एक enquiry हमारा platform में डाला था ना about, नहीं, आपने material, TMT का है क्या? हां, TMT। ठीक है। कितना ton चाहिए था राजेश?)\n[18s] CUSTOMER: Sir, I wanted to know, besides TMT, do you also keep CR pipes and all? (सर, मैं यह जानना चाह रहा था TMT के अलावा भी अपन ना CR pipe वगेरा रखते हैं क्या?)\n[22s] AGENT: Uh, we deal in HR, CR sheets, coil and TMT, PPGI, GI, GL, all of these. And channels, angles and seamless, seamless tubes. (अह हम HR, CR sheets, coil और TMT, PPGI, GI, GL, यह सब deal करते हैं हम। और channels, angles और seamless, seamless tubes.)\n[28s] CUSTOMER: Okay, so in this, sir, if we want to buy from you every month, what is the minimum quantity, sir, if we want to associate with you? (Okay, तो इसमें सर ना अगर हम आपसे ना हर महीने लेना चाहे तो minimum quantity क्या रहती है सर अगर आपके साथ जुड़ना चाहे?)\n[32s] AGENT: Our, yes, our minimum order of quantity is five metric tons. (हमारा, हां, हमारा minimum order of quantity होता है five metric ton.)\n[35s] CUSTOMER: Five metric ton only?\n[36s] AGENT: Yes, five metric ton only. (हां, five metric ton only.)\n[38s] CUSTOMER: Okay, can we order a mix-match in this, or is it five metric tons of a single item? (Okay, इसमें हम mix-match मंगा सकते हैं या एक ही item का five metric ton?)\n[40s] AGENT: No, no, no, one, it has to be five metric tons of one item. Five of one item, yes, yes, since we supply from our plant, if we give less than five material, the transportation and all will be at a loss. That's why we say this minimum order of quantity is five metric tons. (नहीं नहीं नहीं, एक, एक item का five metric ton होना चाहिए। एक item का five, हां हां, हम हमारे जो plant से supply करते हैं ना, तो सिर्फ five से कम material देने पर उसको जो transportation यह सब loss में हो जाएगा। तो इसीलिए हम यह minimum order of quantity five metric ton बोलते हैं।)\n[48s] CUSTOMER: If I give a minimum order of 20 tons, a 20-ton vehicle would probably come, right? (अगर मैं 20 ton का ना minimum order दूं, तो 20 ton की गाड़ी आती होगी ना शायद?)\n[51s] AGENT: There's 20 ton, 30, 35, 40. Sir, don't worry about the vehicle. We will arrange and provide the vehicle as per your requirement. So, (20 ton का है, 30 का है, 35 का है, 40 का है। सर, गाड़ी के बारे में आप चिंता मत करो। गाड़ी तो हम arrange करके दे देंगे जैसे आपका requirement है। तो)\n[56s] CUSTOMER: So can you WhatsApp me a rate list? For all the materials you have, FOR Jodhpur. (तो आप मुझे एक ना rate list WhatsApp कर सकते हैं क्या? जितने भी material आपके पास हैं, FOR Jodhpur.)\n[60s] AGENT: Uh okay, FOR Jodhpur. Yes, I can give for Jodhpur, no problem. But sir, even better than that, I suggest one thing to you, with you. You, your immediate requirement right now, please send its details. What I'll do is, I'll ask the category team, get the price for it, and whatever is available for your requirement, I'll give that. I'll tell you that. (अह ठीक है, FOR Jodhpur। हां, Jodhpur का मैं दे सकता हूं, problem नहीं है। लेकिन सर, उससे भी बेहतर मैं एक चीज suggest करता हूं आपके पास, आपके साथ। आप, आपका जो अभी तुरंत जो requirement है, उसका details जरा भेज दीजिए। मैं क्या करता हूं कि category team से पूछ के उसका price निकलवा के जो, जो भी कुछ available है आपके requirement में, वो दे देता हूं। वो बता देता हूं आपको।)\n[70s] CUSTOMER: No, I was thinking that I'll just give a full order of 20 metric tons in a mix. (नहीं, मैं फिर यह चाह रहा था कि जैसे एक ना mix में ना 20 metric ton का order ही दे देता हूं पूरा।)\n[73s] AGENT: Oh, okay. (अच्छा, ठीक है।)\n[74s] CUSTOMER: That's why, that's why I wanted the rate list, like you might have TMT, bar, and also MS flat? (इसलिए, इसलिए मैं rate list चाह रहा था जैसे आपके पास TMT, bar, और MS flat भी होगा शायद आपके पास?)\n[78s] AGENT: Which MS, sir? (MS का कौनसा सर?)\n[79s] CUSTOMER: Flat, flat, strip. (Flat, flat, पत्ती।)\n[81s] AGENT: Uh that's, that's the problem sir, because we, the inside sales team sitting here in headquarters, we have to take the customer's requirement and send it, send it to the category team first. Then the category team tells us what is available and what its price is. (अह वही, वही problem है सर, क्योंकि हम जो इधर inside sales team को headquarters में बैठते हैं, हमें customer का requirement लेके category team को भेजना, भेजना चाहिए पहले। तब category team बोलते हैं कि क्या-क्या available है, उसका price क्या है।)\n[87s] CUSTOMER: No, then you do one thing, whatever materials you keep, share its rate list with me so that I can see accordingly what products you keep. (नहीं, तो आप एक काम कीजिए, जो आपके पास ना जो-जो आप material रखते हैं ना, उसका rate list मुझे share कर दीजिए ताकि मैं उसके हिसाब से देख लूंगा कि आप क्या-क्या product रखते हैं।)\n[93s] AGENT: Yes, okay sir, okay. No problem. (हां, ठीक है सर, ठीक है। Problem नहीं।)\n[94s] CUSTOMER: Okay.\n[94s] AGENT: So I'll do one thing, this WhatsApp number of yours, 9464... (तो मैं एक काम करता हूं, आपका यह जो WhatsApp number है ना, 9464...)\n[96s] CUSTOMER: Yes, yes, yes, yes. (हां जी, हां जी, हां जी, हां जी।)\n[97s] AGENT: Okay, okay. So I'll text you on WhatsApp. (ठीक है, ठीक है। तो मैं आपको WhatsApp में text करता हूं।)\n[99s] CUSTOMER: Okay. (ठीक है।)\n[100s] AGENT: And send the details. (और details भेजता हूं।)\n[100s] CUSTOMER: Okay sir, okay. (ठीक सर, ठीक।)\n[101s] AGENT: Okay sir. Thank you, thank you sir. (ठीक है सर। Thank you, thank you sir.)\n[102s] CUSTOMER: Thank you.\n[103s] CUSTOMER: [inaudible]", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 33, "connected": 1, "audio_notes": "clear: Some background noise on the customer's side, but it does not significantly affect transcription reliability.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "33 turns, clean transcript (3% 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": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "When the customer asks a question early, answer it briefly, then immediately pivot back to your script to complete revalidation and discovery before the call gets derailed.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "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": 1, "supply_flag": "not_in_stockyard", "supply_details": "we, the inside sales team sitting here in headquarters, we have to take the customer's requirement and send it, send it to the category team first. Then the category team tells us what is available and what its price is.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, likely a trader, responded to a platform enquiry for TMT but was more interested in a full rate list for various products to build a 20-ton mixed order for Jodhpur. The agent explained the 5-ton MOQ per item and their internal process of needing a specific requirement to get pricing. After a brief attempt to get a specific requirement, the agent conceded and agreed to WhatsApp a general product list, ending the call without a firm price or next step.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"So you had, yes, you had put an enquiry on our platform, right, about, no, you had material, is it for TMT?\", \"comment\": \"Agent correctly identified the call was in response to a platform enquiry.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"\", \"comment\": \"Agent only attempted to revalidate product (TMT) and quantity before the customer changed the subject; location, timeline, and other specs were not confirmed.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked no discovery questions about the customer's business, monthly usage, current suppliers, or payment terms.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a price or a timeline for a quote, instead agreeing to send a generic rate list with no firm next step.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Uh, we deal in HR, CR sheets, coil and TMT, PPGI, GI, GL, all of these. And channels, angles and seamless, seamless tubes.\", \"comment\": \"The agent listed the product portfolio, but only in direct response to the customer's question, which is acceptable.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer asks a question early, answer it briefly, then immediately pivot back to your script to complete revalidation and discovery before the call gets derailed.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"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\": \"not_in_stockyard\", \"supply_details\": \"we, the inside sales team sitting here in headquarters, we have to take the customer's requirement and send it, send it to the category team first. Then the category team tells us what is available and what its price is.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"So can you WhatsApp me a rate list? For all the materials you have, FOR Jodhpur.\", \"response\": \"Yes, okay sir, okay. No problem... So I'll text you on WhatsApp. And send the details.\"}], \"call_summary\": \"The customer, likely a trader, responded to a platform enquiry for TMT but was more interested in a full rate list for various products to build a 20-ton mixed order for Jodhpur. The agent explained the 5-ton MOQ per item and their internal process of needing a specific requirement to get pricing. After a brief attempt to get a specific requirement, the agent conceded and agreed to WhatsApp a general product list, ending the call without a firm price or next step.\"}", "error": null, "latency_ms": 48197, "input_tokens": 4398, "output_tokens": 883, "created_at": "2026-09-25 11:27:29", "sentiment": "positive", "sentiment_score": 0.503, "sentiment_confidence": "high", "pos": 16, "neg": 0, "lex_hits": 18, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.627, "agent_talk_sec": 57.5, "customer_talk_sec": 34.2, "dead_air_sec": 115.3, "longest_monologue_sec": 9.4, "agent_wpm": 337.0, "interruptions": 0, "agent_turns": 16, "customer_turns": 17, "discovery_qs": 4, "words_agent": 323, "words_customer": 183, "monologue_heavy": 0, "turns": [ { "ucid": "21112178875827071", "idx": 0, "speaker": "agent", "start_s": 4.97, "end_s": 7.2, "text_en": "Hello, good morning. Am I talking to Mr. Rajesh Sharma?", "text_native": "Hello, good morning. Am I talking to Mr. Rajesh Sharma?" }, { "ucid": "21112178875827071", "idx": 1, "speaker": "customer", "start_s": 7.56, "end_s": 8.9, "text_en": "Yes sir, this is Rajesh Sharma speaking.", "text_native": "हां जी सर, राजेश शर्मा बोल रहा हूं मैं।" }, { "ucid": "21112178875827071", "idx": 2, "speaker": "agent", "start_s": 9.26, "end_s": 17.5, "text_en": "Rajesh, I am Jeevan speaking, from JSW Steel, JSW One platform. So you had, yes, you had put an enquiry on our platform, right, about, no, you had material, is it for TMT? Yes, TMT. Okay. How many tons did you need, Rajesh?", "text_native": "राजेश, मैं जीवन बात कर रहा हूं, ये JSW Steel से, JSW One platform। तो आपने, हां, आपने एक enquiry हमारा platform में डाला था ना about, नहीं, आपने material, TMT का है क्या? हां, TMT। ठीक है। कितना ton चाहिए था राजेश?" }, { "ucid": "21112178875827071", "idx": 3, "speaker": "customer", "start_s": 17.7, "end_s": 21.3, "text_en": "Sir, I wanted to know, besides TMT, do you also keep CR pipes and all?", "text_native": "सर, मैं यह जानना चाह रहा था TMT के अलावा भी अपन ना CR pipe वगेरा रखते हैं क्या?" }, { "ucid": "21112178875827071", "idx": 4, "speaker": "agent", "start_s": 21.8, "end_s": 27.9, "text_en": "Uh, we deal in HR, CR sheets, coil and TMT, PPGI, GI, GL, all of these. And channels, angles and seamless, seamless tubes.", "text_native": "अह हम HR, CR sheets, coil और TMT, PPGI, GI, GL, यह सब deal करते हैं हम। और channels, angles और seamless, seamless tubes." }, { "ucid": "21112178875827071", "idx": 5, "speaker": "customer", "start_s": 28.3, "end_s": 32.2, "text_en": "Okay, so in this, sir, if we want to buy from you every month, what is the minimum quantity, sir, if we want to associate with you?", "text_native": "Okay, तो इसमें सर ना अगर हम आपसे ना हर महीने लेना चाहे तो minimum quantity क्या रहती है सर अगर आपके साथ जुड़ना चाहे?" }, { "ucid": "21112178875827071", "idx": 6, "speaker": "agent", "start_s": 32.2, "end_s": 34.9, "text_en": "Our, yes, our minimum order of quantity is five metric tons.", "text_native": "हमारा, हां, हमारा minimum order of quantity होता है five metric ton." }, { "ucid": "21112178875827071", "idx": 7, "speaker": "customer", "start_s": 35.2, "end_s": 36.2, "text_en": "Five metric ton only?", "text_native": "Five metric ton only?" }, { "ucid": "21112178875827071", "idx": 8, "speaker": "agent", "start_s": 36.4, "end_s": 37.4, "text_en": "Yes, five metric ton only.", "text_native": "हां, five metric ton only." }, { "ucid": "21112178875827071", "idx": 9, "speaker": "customer", "start_s": 37.8, "end_s": 40.0, "text_en": "Okay, can we order a mix-match in this, or is it five metric tons of a single item?", "text_native": "Okay, इसमें हम mix-match मंगा सकते हैं या एक ही item का five metric ton?" }, { "ucid": "21112178875827071", "idx": 10, "speaker": "agent", "start_s": 40.0, "end_s": 48.2, "text_en": "No, no, no, one, it has to be five metric tons of one item. Five of one item, yes, yes, since we supply from our plant, if we give less than five material, the transportation and all will be at a loss. That's why we say this minimum order of quantity is five metric tons.", "text_native": "नहीं नहीं नहीं, एक, एक item का five metric ton होना चाहिए। एक item का five, हां हां, हम हमारे जो plant से supply करते हैं ना, तो सिर्फ five से कम material देने पर उसको जो transportation यह सब loss में हो जाएगा। तो इसीलिए हम यह minimum order of quantity five metric ton बोलते हैं।" }, { "ucid": "21112178875827071", "idx": 11, "speaker": "customer", "start_s": 48.2, "end_s": 51.2, "text_en": "If I give a minimum order of 20 tons, a 20-ton vehicle would probably come, right?", "text_native": "अगर मैं 20 ton का ना minimum order दूं, तो 20 ton की गाड़ी आती होगी ना शायद?" }, { "ucid": "21112178875827071", "idx": 12, "speaker": "agent", "start_s": 51.4, "end_s": 56.2, "text_en": "There's 20 ton, 30, 35, 40. Sir, don't worry about the vehicle. We will arrange and provide the vehicle as per your requirement. So,", "text_native": "20 ton का है, 30 का है, 35 का है, 40 का है। सर, गाड़ी के बारे में आप चिंता मत करो। गाड़ी तो हम arrange करके दे देंगे जैसे आपका requirement है। तो" }, { "ucid": "21112178875827071", "idx": 13, "speaker": "customer", "start_s": 56.2, "end_s": 59.9, "text_en": "So can you WhatsApp me a rate list? For all the materials you have, FOR Jodhpur.", "text_native": "तो आप मुझे एक ना rate list WhatsApp कर सकते हैं क्या? जितने भी material आपके पास हैं, FOR Jodhpur." }, { "ucid": "21112178875827071", "idx": 14, "speaker": "agent", "start_s": 60.4, "end_s": 69.8, "text_en": "Uh okay, FOR Jodhpur. Yes, I can give for Jodhpur, no problem. But sir, even better than that, I suggest one thing to you, with you. You, your immediate requirement right now, please send its details. What I'll do is, I'll ask the category team, get the price for it, and whatever is available for your requirement, I'll give that. I'll tell you that.", "text_native": "अह ठीक है, FOR Jodhpur। हां, Jodhpur का मैं दे सकता हूं, problem नहीं है। लेकिन सर, उससे भी बेहतर मैं एक चीज suggest करता हूं आपके पास, आपके साथ। आप, आपका जो अभी तुरंत जो requirement है, उसका details जरा भेज दीजिए। मैं क्या करता हूं कि category team से पूछ के उसका price निकलवा के जो, जो भी कुछ available है आपके requirement में, वो दे देता हूं। वो बता देता हूं आपको।" }, { "ucid": "21112178875827071", "idx": 15, "speaker": "customer", "start_s": 69.8, "end_s": 72.8, "text_en": "No, I was thinking that I'll just give a full order of 20 metric tons in a mix.", "text_native": "नहीं, मैं फिर यह चाह रहा था कि जैसे एक ना mix में ना 20 metric ton का order ही दे देता हूं पूरा।" }, { "ucid": "21112178875827071", "idx": 16, "speaker": "agent", "start_s": 73.2, "end_s": 73.8, "text_en": "Oh, okay.", "text_native": "अच्छा, ठीक है।" }, { "ucid": "21112178875827071", "idx": 17, "speaker": "customer", "start_s": 74.1, "end_s": 77.5, "text_en": "That's why, that's why I wanted the rate list, like you might have TMT, bar, and also MS flat?", "text_native": "इसलिए, इसलिए मैं rate list चाह रहा था जैसे आपके पास TMT, bar, और MS flat भी होगा शायद आपके पास?" }, { "ucid": "21112178875827071", "idx": 18, "speaker": "agent", "start_s": 77.8, "end_s": 78.6, "text_en": "Which MS, sir?", "text_native": "MS का कौनसा सर?" }, { "ucid": "21112178875827071", "idx": 19, "speaker": "customer", "start_s": 78.9, "end_s": 79.8, "text_en": "Flat, flat, strip.", "text_native": "Flat, flat, पत्ती।" }, { "ucid": "21112178875827071", "idx": 20, "speaker": "agent", "start_s": 80.6, "end_s": 87.2, "text_en": "Uh that's, that's the problem sir, because we, the inside sales team sitting here in headquarters, we have to take the customer's requirement and send it, send it to the category team first. Then the category team tells us what is available and what its price is.", "text_native": "अह वही, वही problem है सर, क्योंकि हम जो इधर inside sales team को headquarters में बैठते हैं, हमें customer का requirement लेके category team को भेजना, भेजना चाहिए पहले। तब category team बोलते हैं कि क्या-क्या available है, उसका price क्या है।" }, { "ucid": "21112178875827071", "idx": 21, "speaker": "customer", "start_s": 87.2, "end_s": 92.2, "text_en": "No, then you do one thing, whatever materials you keep, share its rate list with me so that I can see accordingly what products you keep.", "text_native": "नहीं, तो आप एक काम कीजिए, जो आपके पास ना जो-जो आप material रखते हैं ना, उसका rate list मुझे share कर दीजिए ताकि मैं उसके हिसाब से देख लूंगा कि आप क्या-क्या product रखते हैं।" }, { "ucid": "21112178875827071", "idx": 22, "speaker": "agent", "start_s": 92.7, "end_s": 94.0, "text_en": "Yes, okay sir, okay. No problem.", "text_native": "हां, ठीक है सर, ठीक है। Problem नहीं।" }, { "ucid": "21112178875827071", "idx": 23, "speaker": "customer", "start_s": 94.0, "end_s": 94.4, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178875827071", "idx": 24, "speaker": "agent", "start_s": 94.4, "end_s": 96.2, "text_en": "So I'll do one thing, this WhatsApp number of yours, 9464...", "text_native": "तो मैं एक काम करता हूं, आपका यह जो WhatsApp number है ना, 9464..." }, { "ucid": "21112178875827071", "idx": 25, "speaker": "customer", "start_s": 96.2, "end_s": 97.2, "text_en": "Yes, yes, yes, yes.", "text_native": "हां जी, हां जी, हां जी, हां जी।" }, { "ucid": "21112178875827071", "idx": 26, "speaker": "agent", "start_s": 97.2, "end_s": 99.2, "text_en": "Okay, okay. So I'll text you on WhatsApp.", "text_native": "ठीक है, ठीक है। तो मैं आपको WhatsApp में text करता हूं।" }, { "ucid": "21112178875827071", "idx": 27, "speaker": "customer", "start_s": 99.2, "end_s": 99.5, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178875827071", "idx": 28, "speaker": "agent", "start_s": 99.5, "end_s": 100.1, "text_en": "And send the details.", "text_native": "और details भेजता हूं।" }, { "ucid": "21112178875827071", "idx": 29, "speaker": "customer", "start_s": 100.3, "end_s": 100.8, "text_en": "Okay sir, okay.", "text_native": "ठीक सर, ठीक।" }, { "ucid": "21112178875827071", "idx": 30, "speaker": "agent", "start_s": 101.0, "end_s": 102.1, "text_en": "Okay sir. Thank you, thank you sir.", "text_native": "ठीक है सर। Thank you, thank you sir." }, { "ucid": "21112178875827071", "idx": 31, "speaker": "customer", "start_s": 102.1, "end_s": 102.5, "text_en": "Thank you.", "text_native": "Thank you." }, { "ucid": "21112178875827071", "idx": 32, "speaker": "customer", "start_s": 103.4, "end_s": 104.0, "text_en": "[inaudible]", "text_native": "[inaudible]" } ], "steps": [ { "ucid": "21112178875827071", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "So you had, yes, you had put an enquiry on our platform, right, about, no, you had material, is it for TMT?", "comment": "Agent correctly identified the call was in response to a platform enquiry." }, { "ucid": "21112178875827071", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "", "comment": "Agent only attempted to revalidate product (TMT) and quantity before the customer changed the subject; location, timeline, and other specs were not confirmed." }, { "ucid": "21112178875827071", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "Agent asked no discovery questions about the customer's business, monthly usage, current suppliers, or payment terms." }, { "ucid": "21112178875827071", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not provide a price or a timeline for a quote, instead agreeing to send a generic rate list with no firm next step." }, { "ucid": "21112178875827071", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Uh, we deal in HR, CR sheets, coil and TMT, PPGI, GI, GL, all of these. And channels, angles and seamless, seamless tubes.", "comment": "The agent listed the product portfolio, but only in direct response to the customer's question, which is acceptable." } ], "objections": [ { "ucid": "21112178875827071", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "So can you WhatsApp me a rate list? For all the materials you have, FOR Jodhpur.", "response": "Yes, okay sir, okay. No problem... So I'll text you on WhatsApp. And send the details." } ], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }