{ "ucid": "21112178878096391", "call_date": "2026-09-07", "start_time": "2026-09-07 17:06:03", "end_time": "2026-09-07 17:07:27", "duration_sec": 84, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAd33213c77885a3e162cb839db9f1d0ca.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 682, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178878096391__DIAd33213c77885a3e162cb839db9f1d0ca.mp3", "audio_bytes": 146880, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 48.96, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello? (हेलो?)\n[3s] AGENT: Hello? Am I speaking with Kamal ji? (हेलो? कमल जी बात कर रहे है?)\n[4s] CUSTOMER: Speaking. (बोल रहा हूं।)\n[5s] AGENT: Kamal ji, this is Rohit Mishra speaking. (कमल जी, रोहित मिश्रा बात कर रहा हूं।)\n[8s] CUSTOMER: Yes, sir. (बोलिए सर।)\n[9s] AGENT: Uh, do you have any requirement from here, what do you call it, in HR? (अ ये कुछ आपका इधर से क्या कहते हैं, HR में कुछ requirement है क्या?)\n[13s] CUSTOMER: Requirement in HR? (HR में requirement?)\n[14s] CUSTOMER: Sir, where, what did you call regarding? (सर, कहां, किसके regarding phone किया आपने?)\n[17s] AGENT: Sir, I am Rohit Mishra speaking, from JSW One, from Mumbai. (सर, मैं रोहित मिश्रा बात कर रहा हूं, JSW One से, from Mumbai.)\n[20s] CUSTOMER: From where? (कहां से?)\n[20s] AGENT: From Mumbai.\n[21s] CUSTOMER: Mumbai. Yes, so in HR (Mumbai. हां तो HR में)\n[23s] AGENT: JSW One.\n[24s] CUSTOMER: I can't hear your voice clearly. (आपकी ना आवाज़ मुझे कुछ ठीक से सुनाई नहीं दे रही है।)\n[27s] AGENT: Uh, I will call you back. (अ मैं आपको call back करता हूं।)\n[29s] CUSTOMER: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 16, "connected": 1, "audio_notes": "noisy: There is significant background noise on the agent's side. The agent's audio also breaks up towards the end of the call.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "16 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": "supply_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 0.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "You must complete the full opener - introducing yourself and JSW One, and asking for permission - before asking about requirements, as this confused the customer and ended 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 failed to open the call correctly, leading to customer confusion about who was calling and why. The customer then reported a bad audio connection, and the agent offered to call back, ending the call before any discovery or qualification could take place.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not identify JSW One or ask for permission in the opener, causing immediate customer confusion.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent skipped the hook and jumped directly to asking for a requirement.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call ended before this stage.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked for a requirement out of sequence, before the call was properly opened, which did not function as a qualification attempt.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent ended with a vague \\\"I will call you back,\\\" not a specific, committed next step.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You must complete the full opener - introducing yourself and JSW One, and asking for permission - before asking about requirements, as this confused the customer and ended 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 failed to open the call correctly, leading to customer confusion about who was calling and why. The customer then reported a bad audio connection, and the agent offered to call back, ending the call before any discovery or qualification could take place.\"}", "error": null, "latency_ms": 35699, "input_tokens": 2924, "output_tokens": 652, "created_at": "2026-09-25 11:23:17", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.576, "agent_talk_sec": 11.7, "customer_talk_sec": 8.6, "dead_air_sec": 63.7, "longest_monologue_sec": 3.4, "agent_wpm": 256.4, "interruptions": 0, "agent_turns": 7, "customer_turns": 9, "discovery_qs": 3, "words_agent": 50, "words_customer": 28, "monologue_heavy": 0, "turns": [ { "ucid": "21112178878096391", "idx": 0, "speaker": "customer", "start_s": 1.88, "end_s": 2.3, "text_en": "Hello?", "text_native": "हेलो?" }, { "ucid": "21112178878096391", "idx": 1, "speaker": "agent", "start_s": 2.6, "end_s": 3.88, "text_en": "Hello? Am I speaking with Kamal ji?", "text_native": "हेलो? कमल जी बात कर रहे है?" }, { "ucid": "21112178878096391", "idx": 2, "speaker": "customer", "start_s": 4.26, "end_s": 4.78, "text_en": "Speaking.", "text_native": "बोल रहा हूं।" }, { "ucid": "21112178878096391", "idx": 3, "speaker": "agent", "start_s": 5.1, "end_s": 6.6, "text_en": "Kamal ji, this is Rohit Mishra speaking.", "text_native": "कमल जी, रोहित मिश्रा बात कर रहा हूं।" }, { "ucid": "21112178878096391", "idx": 4, "speaker": "customer", "start_s": 7.6, "end_s": 8.1, "text_en": "Yes, sir.", "text_native": "बोलिए सर।" }, { "ucid": "21112178878096391", "idx": 5, "speaker": "agent", "start_s": 8.58, "end_s": 12.0, "text_en": "Uh, do you have any requirement from here, what do you call it, in HR?", "text_native": "अ ये कुछ आपका इधर से क्या कहते हैं, HR में कुछ requirement है क्या?" }, { "ucid": "21112178878096391", "idx": 6, "speaker": "customer", "start_s": 12.7, "end_s": 13.6, "text_en": "Requirement in HR?", "text_native": "HR में requirement?" }, { "ucid": "21112178878096391", "idx": 7, "speaker": "customer", "start_s": 14.4, "end_s": 16.2, "text_en": "Sir, where, what did you call regarding?", "text_native": "सर, कहां, किसके regarding phone किया आपने?" }, { "ucid": "21112178878096391", "idx": 8, "speaker": "agent", "start_s": 16.6, "end_s": 19.2, "text_en": "Sir, I am Rohit Mishra speaking, from JSW One, from Mumbai.", "text_native": "सर, मैं रोहित मिश्रा बात कर रहा हूं, JSW One से, from Mumbai." }, { "ucid": "21112178878096391", "idx": 9, "speaker": "customer", "start_s": 19.5, "end_s": 20.0, "text_en": "From where?", "text_native": "कहां से?" }, { "ucid": "21112178878096391", "idx": 10, "speaker": "agent", "start_s": 20.5, "end_s": 21.0, "text_en": "From Mumbai.", "text_native": "From Mumbai." }, { "ucid": "21112178878096391", "idx": 11, "speaker": "customer", "start_s": 21.4, "end_s": 22.6, "text_en": "Mumbai. Yes, so in HR", "text_native": "Mumbai. हां तो HR में" }, { "ucid": "21112178878096391", "idx": 12, "speaker": "agent", "start_s": 22.6, "end_s": 23.4, "text_en": "JSW One.", "text_native": "JSW One." }, { "ucid": "21112178878096391", "idx": 13, "speaker": "customer", "start_s": 24.0, "end_s": 26.4, "text_en": "I can't hear your voice clearly.", "text_native": "आपकी ना आवाज़ मुझे कुछ ठीक से सुनाई नहीं दे रही है।" }, { "ucid": "21112178878096391", "idx": 14, "speaker": "agent", "start_s": 26.8, "end_s": 28.4, "text_en": "Uh, I will call you back.", "text_native": "अ मैं आपको call back करता हूं।" }, { "ucid": "21112178878096391", "idx": 15, "speaker": "customer", "start_s": 28.6, "end_s": 29.0, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178878096391", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not identify JSW One or ask for permission in the opener, causing immediate customer confusion." }, { "ucid": "21112178878096391", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent skipped the hook and jumped directly to asking for a requirement." }, { "ucid": "21112178878096391", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked as the call ended before this stage." }, { "ucid": "21112178878096391", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "No USPs were pitched." }, { "ucid": "21112178878096391", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent asked for a requirement out of sequence, before the call was properly opened, which did not function as a qualification attempt." }, { "ucid": "21112178878096391", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent ended with a vague \"I will call you back,\" not a specific, committed next step." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL5 Qualify", "SL6 Closure with next step" ], "objection_phrases_list": [] }