{ "ucid": "21112178893374771", "call_date": "2026-09-09", "start_time": "2026-09-09 11:32:27", "end_time": "2026-09-09 11:35:01", "duration_sec": 154, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA84b13eba347504c9820d3d2849360525.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 532, "is_test": 0, "raw_payload": null, "audio_path": "/data/audio/21112178893374771__DIA84b13eba347504c9820d3d2849360525.mp3", "audio_bytes": 395712, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-11 12:19:54.357907+00", "audio_secs": 131.904, "source_file": "Sep1-10>40s.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[2s] CUSTOMER: Hello. (हॅलो.)\n[3s] AGENT: Hello. Yes, good morning sir. (हॅलो. जी गुड मॉर्निंग सर.)\n[4s] CUSTOMER: Yes. (हां जी।)\n[5s] AGENT: Yes, Parth ji, I am speaking from JSW One. Do you have any requirement for MS steels right now, sir? (जी, पार्थ जी, JSW One से बात कर रहा हूं मैं। अभी कुछ MS steels में requirement है क्या सर?)\n[10s] CUSTOMER: Yes, there is a requirement. (हां requirement है।)\n[11s] AGENT: What is the requirement? (क्या requirement है?)\n[12s] CUSTOMER: Yes, there is a requirement. (हां, है requirement.)\n[14s] AGENT: Yes, in HR? (जी, HR में?)\n[15s] CUSTOMER: In GI. (GI में।)\n[16s] AGENT: It's in GI? Okay. (GI में है? ओके।)\n[18s] AGENT: In GI, do you need a coil or sheets? What kind? (GI में क्या आपको coil चाहिए या sheets चाहिए? कैसा?)\n[20s] CUSTOMER: Coil, coil, coil.\n[21s] AGENT: You need a coil, and what will be the dimensions, sir? (Coil चाहिए और क्या dimensions रहेंगे सर?)\n[23s] CUSTOMER: .7\n[24s] AGENT: Five mm? (पांच mm?)\n[24s] CUSTOMER: Thickness .7 .7\n[26s] AGENT: .7 thickness will be there, correct? (.7 thickness रहेगी, करेक्ट?)\n[28s] CUSTOMER: Yes. (हां।)\n[28s] AGENT: Okay. And length, okay, what will be the width? (ओके। और length, अच्छा width कितना रहेगा?)\n[30s] CUSTOMER: Full coil, full coil, twelve fifty. (पूरा coil, पूरा coil, साढ़े बारह सौ।)\n[32s] AGENT: Of twelve fifty? (बारह सौ पचास की?)\n[33s] CUSTOMER: Yes. (हां जी।)\n[34s] AGENT: Twelve fifty. And will it be regular spangle in 80 GSM? (बारह सौ पचास। और वैसा regular spangle रहेगा 80 GSM में?)\n[37s] CUSTOMER: Um, how's that? (अं, कैसे कैसे?)\n[38s] AGENT: In 80 GSM? (80 GSM में?)\n[38s] CUSTOMER: In 80 GSM, yes. (80 GSM में हां।)\n[39s] AGENT: In 80 GSM, will it be regular or zero spangle? Which one will it be? (80 GSM में regular रहेगा या zero spangle रहेगा? कौनसा रहेगा?)\n[42s] CUSTOMER: Regular.\n[43s] AGENT: Regular. Okay. And how many tons is the requirement? (Regular. ओके। और कितने ton requirement है?)\n[46s] CUSTOMER: We'll take one full coil. (एक पूरा coil ले लेंगे।)\n[47s] AGENT: Of twenty-five tons? (पच्चीस ton की?)\n[48s] CUSTOMER: Yes. A GP coil is smaller, right? It comes in twelve tons. (हां जी। एक GP की तो coil कम आती है ना, बारह ton की आती है।)\n[51s] AGENT: Yes, yes. Which material do you take now? Which company's do you take? (हां हां। अभी आप कौनसा material लेते हैं? कौनसी company का लेते हैं आप?)\n[53s] CUSTOMER: We take a mix, from wherever we can get it. (Mix लेते हैं, जहां से मिल जाए।)\n[55s] AGENT: Okay, okay. (ओके ओके।)\n[56s] CUSTOMER: Sometimes Apollo, sometimes JSW, sometimes Tata, sometimes AMNS, wherever we get the rate. (कभी Apollo, कभी JSW, कभी Tata, कभी AMNS, जहां का rate मिल जाए।)\n[60s] AGENT: Understood, understood. You procure it based on where you get good rates. (Understood, understood. जो अच्छा rates मिल जाए वैसे आप procure कर लेते हैं।)\n[102s] CUSTOMER: By the way, I get calls from your company too, but your rate is very high. We can get JSW cheaper than this in the market. (वैसे आपका आता है फोन आपकी कंपनी से भी, पर आपका rate ही बहुत होता है। इससे सस्ता तो मार्केट में JSW मिल जाता है।)\n[108s] AGENT: Yes, yes, yes, yes. Where will your location be now? Dera Bassi? (जी जी जी जी। अभी आपका कहां पे रहेगा location? Dera Bassi?)\n[111s] CUSTOMER: No, Mohali. (नहीं Mohali.)\n[112s] AGENT: Where will it be? (कहां पे रहेगा?)\n[113s] CUSTOMER: Mohali, Mohali.\n[114s] AGENT: And is this pincode of yours correct? 140201? (और ये आपका pincode correct है? 140201?)\n[116s] CUSTOMER: No, 160062, I have changed it. (नहीं, 160062, change किया है मैंने।)\n[119s] AGENT: Will you WhatsApp me the address? I will ping you. (मुझे आप मुझे आप address मुझे WhatsApp कर देंगे? मैं आपको ping करता हूं।)\n[122s] CUSTOMER: Okay, okay. (ठीक है, ठीक है।)\n[123s] AGENT: Okay? And your, okay, that's fine. You send me these details. I will get the rest checked and is this an immediate procurement for you right now? (ठीक है? और आपका, ठीक है, चलेगा। मुझे आप ये details भेज दीजिए। मैं बाकी ये check कराके और ये तुरंत रहेगा procurement आपका अभी है?)\n[128s] CUSTOMER: Yes, we'll take it in a day or two, we need it. (हां, आजकल में ले लेंगे, हमको चाहिए।)\n[130s] AGENT: Yes, yes. That's fine, I'll get it done. (जी जी। चलेगा, मैं कराता हूं।)\n[131s] CUSTOMER: Okay.\n[132s] AGENT: Okay.", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 51, "connected": 1, "audio_notes": "clear: There is some minor background noise on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "51 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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\"]", "pitch_coaching_note": "You skipped the opening structure and discovery, and when the customer gave you a clear price objection, you ignored it. You must handle objections by pitching relevant USPs, not by changing the subject.", "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": "1-2 days", "agent_committed_date": null, "call_summary": "The customer confirmed an immediate requirement for a 12-ton GI coil. The agent skipped the initial pitch structure and discovery, moving directly to qualifying the requirement's specifications. The customer raised a price objection which the agent did not address. The call ended with the agent requesting the customer's address via WhatsApp to check on the requirement.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Yes, Parth ji, I am speaking from JSW One. Do you have any requirement for MS steels right now, sir?\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into a needs-based question.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a supply or price hook, instead moving directly from the introduction to a question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Which company's do you take?\", \"comment\": \"The agent only asked about current suppliers (1 of 6 questions), failing to discover what the customer manufactures, their volumes, or payment terms.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not pitch any USPs, even after the customer raised a direct objection about price.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"In GI, do you need a coil or sheets? What kind?... .7 thickness... width कितना रहेगा?... कितने ton requirement है?... is this an immediate procurement for you right now?\", \"comment\": \"The agent successfully captured the material (GI coil), thickness (.7), width (1250), quantity (12 tons), and required date (immediate).\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"मुझे आप मुझे आप address मुझे WhatsApp कर देंगे? मैं आपको ping करता हूं... मैं बाकी ये check कराके...\", \"comment\": \"The agent established a clear next step: customer to send address via WhatsApp, and agent to check details for a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"You skipped the opening structure and discovery, and when the customer gave you a clear price objection, you ignored it. You must handle objections by pitching relevant USPs, not by changing the subject.\", \"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\": \"1-2 days\", \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"By the way, I get calls from your company too, but your rate is very high. We can get JSW cheaper than this in the market.\", \"response\": \"Yes, yes, yes, yes. Where will your location be now? Dera Bassi?\"}], \"call_summary\": \"The customer confirmed an immediate requirement for a 12-ton GI coil. The agent skipped the initial pitch structure and discovery, moving directly to qualifying the requirement's specifications. The customer raised a price objection which the agent did not address. The call ended with the agent requesting the customer's address via WhatsApp to check on the requirement.\"}", "error": null, "latency_ms": 30522, "input_tokens": 4062, "output_tokens": 918, "created_at": "2026-09-25 11:16:29", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 3, "neg": 1, "lex_hits": 8, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.742, "agent_talk_sec": 84.8, "customer_talk_sec": 29.5, "dead_air_sec": 39.7, "longest_monologue_sec": 42.5, "agent_wpm": 153.5, "interruptions": 0, "agent_turns": 26, "customer_turns": 25, "discovery_qs": 27, "words_agent": 217, "words_customer": 128, "monologue_heavy": 1, "turns": [ { "ucid": "21112178893374771", "idx": 0, "speaker": "customer", "start_s": 1.8, "end_s": 2.2, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "21112178893374771", "idx": 1, "speaker": "agent", "start_s": 2.7, "end_s": 3.8, "text_en": "Hello. Yes, good morning sir.", "text_native": "हॅलो. जी गुड मॉर्निंग सर." }, { "ucid": "21112178893374771", "idx": 2, "speaker": "customer", "start_s": 4.2, "end_s": 4.5, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178893374771", "idx": 3, "speaker": "agent", "start_s": 4.9, "end_s": 9.8, "text_en": "Yes, Parth ji, I am speaking from JSW One. Do you have any requirement for MS steels right now, sir?", "text_native": "जी, पार्थ जी, JSW One से बात कर रहा हूं मैं। अभी कुछ MS steels में requirement है क्या सर?" }, { "ucid": "21112178893374771", "idx": 4, "speaker": "customer", "start_s": 10.0, "end_s": 11.0, "text_en": "Yes, there is a requirement.", "text_native": "हां requirement है।" }, { "ucid": "21112178893374771", "idx": 5, "speaker": "agent", "start_s": 11.0, "end_s": 11.8, "text_en": "What is the requirement?", "text_native": "क्या requirement है?" }, { "ucid": "21112178893374771", "idx": 6, "speaker": "customer", "start_s": 12.5, "end_s": 13.4, "text_en": "Yes, there is a requirement.", "text_native": "हां, है requirement." }, { "ucid": "21112178893374771", "idx": 7, "speaker": "agent", "start_s": 14.0, "end_s": 14.6, "text_en": "Yes, in HR?", "text_native": "जी, HR में?" }, { "ucid": "21112178893374771", "idx": 8, "speaker": "customer", "start_s": 15.0, "end_s": 15.4, "text_en": "In GI.", "text_native": "GI में।" }, { "ucid": "21112178893374771", "idx": 9, "speaker": "agent", "start_s": 16.0, "end_s": 17.1, "text_en": "It's in GI? Okay.", "text_native": "GI में है? ओके।" }, { "ucid": "21112178893374771", "idx": 10, "speaker": "agent", "start_s": 17.5, "end_s": 19.5, "text_en": "In GI, do you need a coil or sheets? What kind?", "text_native": "GI में क्या आपको coil चाहिए या sheets चाहिए? कैसा?" }, { "ucid": "21112178893374771", "idx": 11, "speaker": "customer", "start_s": 19.5, "end_s": 20.4, "text_en": "Coil, coil, coil.", "text_native": "Coil, coil, coil." }, { "ucid": "21112178893374771", "idx": 12, "speaker": "agent", "start_s": 20.8, "end_s": 22.4, "text_en": "You need a coil, and what will be the dimensions, sir?", "text_native": "Coil चाहिए और क्या dimensions रहेंगे सर?" }, { "ucid": "21112178893374771", "idx": 13, "speaker": "customer", "start_s": 22.7, "end_s": 23.1, "text_en": ".7", "text_native": ".7" }, { "ucid": "21112178893374771", "idx": 14, "speaker": "agent", "start_s": 23.8, "end_s": 24.4, "text_en": "Five mm?", "text_native": "पांच mm?" }, { "ucid": "21112178893374771", "idx": 15, "speaker": "customer", "start_s": 24.4, "end_s": 25.4, "text_en": "Thickness .7 .7", "text_native": "Thickness .7 .7" }, { "ucid": "21112178893374771", "idx": 16, "speaker": "agent", "start_s": 26.0, "end_s": 27.4, "text_en": ".7 thickness will be there, correct?", "text_native": ".7 thickness रहेगी, करेक्ट?" }, { "ucid": "21112178893374771", "idx": 17, "speaker": "customer", "start_s": 27.7, "end_s": 27.9, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178893374771", "idx": 18, "speaker": "agent", "start_s": 28.5, "end_s": 30.5, "text_en": "Okay. And length, okay, what will be the width?", "text_native": "ओके। और length, अच्छा width कितना रहेगा?" }, { "ucid": "21112178893374771", "idx": 19, "speaker": "customer", "start_s": 30.5, "end_s": 32.1, "text_en": "Full coil, full coil, twelve fifty.", "text_native": "पूरा coil, पूरा coil, साढ़े बारह सौ।" }, { "ucid": "21112178893374771", "idx": 20, "speaker": "agent", "start_s": 32.1, "end_s": 32.9, "text_en": "Of twelve fifty?", "text_native": "बारह सौ पचास की?" }, { "ucid": "21112178893374771", "idx": 21, "speaker": "customer", "start_s": 33.3, "end_s": 33.6, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178893374771", "idx": 22, "speaker": "agent", "start_s": 34.0, "end_s": 36.5, "text_en": "Twelve fifty. And will it be regular spangle in 80 GSM?", "text_native": "बारह सौ पचास। और वैसा regular spangle रहेगा 80 GSM में?" }, { "ucid": "21112178893374771", "idx": 23, "speaker": "customer", "start_s": 37.1, "end_s": 37.8, "text_en": "Um, how's that?", "text_native": "अं, कैसे कैसे?" }, { "ucid": "21112178893374771", "idx": 24, "speaker": "agent", "start_s": 38.0, "end_s": 38.5, "text_en": "In 80 GSM?", "text_native": "80 GSM में?" }, { "ucid": "21112178893374771", "idx": 25, "speaker": "customer", "start_s": 38.5, "end_s": 39.1, "text_en": "In 80 GSM, yes.", "text_native": "80 GSM में हां।" }, { "ucid": "21112178893374771", "idx": 26, "speaker": "agent", "start_s": 39.2, "end_s": 41.2, "text_en": "In 80 GSM, will it be regular or zero spangle? Which one will it be?", "text_native": "80 GSM में regular रहेगा या zero spangle रहेगा? कौनसा रहेगा?" }, { "ucid": "21112178893374771", "idx": 27, "speaker": "customer", "start_s": 41.8, "end_s": 42.3, "text_en": "Regular.", "text_native": "Regular." }, { "ucid": "21112178893374771", "idx": 28, "speaker": "agent", "start_s": 42.8, "end_s": 45.0, "text_en": "Regular. Okay. And how many tons is the requirement?", "text_native": "Regular. ओके। और कितने ton requirement है?" }, { "ucid": "21112178893374771", "idx": 29, "speaker": "customer", "start_s": 45.5, "end_s": 46.6, "text_en": "We'll take one full coil.", "text_native": "एक पूरा coil ले लेंगे।" }, { "ucid": "21112178893374771", "idx": 30, "speaker": "agent", "start_s": 46.9, "end_s": 47.4, "text_en": "Of twenty-five tons?", "text_native": "पच्चीस ton की?" }, { "ucid": "21112178893374771", "idx": 31, "speaker": "customer", "start_s": 47.8, "end_s": 50.6, "text_en": "Yes. A GP coil is smaller, right? It comes in twelve tons.", "text_native": "हां जी। एक GP की तो coil कम आती है ना, बारह ton की आती है।" }, { "ucid": "21112178893374771", "idx": 32, "speaker": "agent", "start_s": 51.0, "end_s": 53.4, "text_en": "Yes, yes. Which material do you take now? Which company's do you take?", "text_native": "हां हां। अभी आप कौनसा material लेते हैं? कौनसी company का लेते हैं आप?" }, { "ucid": "21112178893374771", "idx": 33, "speaker": "customer", "start_s": 53.4, "end_s": 54.8, "text_en": "We take a mix, from wherever we can get it.", "text_native": "Mix लेते हैं, जहां से मिल जाए।" }, { "ucid": "21112178893374771", "idx": 34, "speaker": "agent", "start_s": 55.2, "end_s": 55.7, "text_en": "Okay, okay.", "text_native": "ओके ओके।" }, { "ucid": "21112178893374771", "idx": 35, "speaker": "customer", "start_s": 55.8, "end_s": 59.5, "text_en": "Sometimes Apollo, sometimes JSW, sometimes Tata, sometimes AMNS, wherever we get the rate.", "text_native": "कभी Apollo, कभी JSW, कभी Tata, कभी AMNS, जहां का rate मिल जाए।" }, { "ucid": "21112178893374771", "idx": 36, "speaker": "agent", "start_s": 59.5, "end_s": 102.0, "text_en": "Understood, understood. You procure it based on where you get good rates.", "text_native": "Understood, understood. जो अच्छा rates मिल जाए वैसे आप procure कर लेते हैं।" }, { "ucid": "21112178893374771", "idx": 37, "speaker": "customer", "start_s": 102.0, "end_s": 106.8, "text_en": "By the way, I get calls from your company too, but your rate is very high. We can get JSW cheaper than this in the market.", "text_native": "वैसे आपका आता है फोन आपकी कंपनी से भी, पर आपका rate ही बहुत होता है। इससे सस्ता तो मार्केट में JSW मिल जाता है।" }, { "ucid": "21112178893374771", "idx": 38, "speaker": "agent", "start_s": 107.5, "end_s": 110.2, "text_en": "Yes, yes, yes, yes. Where will your location be now? Dera Bassi?", "text_native": "जी जी जी जी। अभी आपका कहां पे रहेगा location? Dera Bassi?" }, { "ucid": "21112178893374771", "idx": 39, "speaker": "customer", "start_s": 110.8, "end_s": 111.6, "text_en": "No, Mohali.", "text_native": "नहीं Mohali." }, { "ucid": "21112178893374771", "idx": 40, "speaker": "agent", "start_s": 112.5, "end_s": 113.0, "text_en": "Where will it be?", "text_native": "कहां पे रहेगा?" }, { "ucid": "21112178893374771", "idx": 41, "speaker": "customer", "start_s": 113.2, "end_s": 113.9, "text_en": "Mohali, Mohali.", "text_native": "Mohali, Mohali." }, { "ucid": "21112178893374771", "idx": 42, "speaker": "agent", "start_s": 114.3, "end_s": 116.3, "text_en": "And is this pincode of yours correct? 140201?", "text_native": "और ये आपका pincode correct है? 140201?" }, { "ucid": "21112178893374771", "idx": 43, "speaker": "customer", "start_s": 116.4, "end_s": 118.8, "text_en": "No, 160062, I have changed it.", "text_native": "नहीं, 160062, change किया है मैंने।" }, { "ucid": "21112178893374771", "idx": 44, "speaker": "agent", "start_s": 118.9, "end_s": 121.4, "text_en": "Will you WhatsApp me the address? I will ping you.", "text_native": "मुझे आप मुझे आप address मुझे WhatsApp कर देंगे? मैं आपको ping करता हूं।" }, { "ucid": "21112178893374771", "idx": 45, "speaker": "customer", "start_s": 121.5, "end_s": 122.2, "text_en": "Okay, okay.", "text_native": "ठीक है, ठीक है।" }, { "ucid": "21112178893374771", "idx": 46, "speaker": "agent", "start_s": 122.6, "end_s": 128.0, "text_en": "Okay? And your, okay, that's fine. You send me these details. I will get the rest checked and is this an immediate procurement for you right now?", "text_native": "ठीक है? और आपका, ठीक है, चलेगा। मुझे आप ये details भेज दीजिए। मैं बाकी ये check कराके और ये तुरंत रहेगा procurement आपका अभी है?" }, { "ucid": "21112178893374771", "idx": 47, "speaker": "customer", "start_s": 128.0, "end_s": 129.6, "text_en": "Yes, we'll take it in a day or two, we need it.", "text_native": "हां, आजकल में ले लेंगे, हमको चाहिए।" }, { "ucid": "21112178893374771", "idx": 48, "speaker": "agent", "start_s": 129.6, "end_s": 131.0, "text_en": "Yes, yes. That's fine, I'll get it done.", "text_native": "जी जी। चलेगा, मैं कराता हूं।" }, { "ucid": "21112178893374771", "idx": 49, "speaker": "customer", "start_s": 131.1, "end_s": 131.4, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178893374771", "idx": 50, "speaker": "agent", "start_s": 131.8, "end_s": 132.1, "text_en": "Okay.", "text_native": "Okay." } ], "steps": [ { "ucid": "21112178893374771", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Yes, Parth ji, I am speaking from JSW One. Do you have any requirement for MS steels right now, sir?", "comment": "The agent did not ask for permission to speak, jumping directly into a needs-based question." }, { "ucid": "21112178893374771", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a supply or price hook, instead moving directly from the introduction to a question about requirements." }, { "ucid": "21112178893374771", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Which company's do you take?", "comment": "The agent only asked about current suppliers (1 of 6 questions), failing to discover what the customer manufactures, their volumes, or payment terms." }, { "ucid": "21112178893374771", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not pitch any USPs, even after the customer raised a direct objection about price." }, { "ucid": "21112178893374771", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "In GI, do you need a coil or sheets? What kind?... .7 thickness... width कितना रहेगा?... कितने ton requirement है?... is this an immediate procurement for you right now?", "comment": "The agent successfully captured the material (GI coil), thickness (.7), width (1250), quantity (12 tons), and required date (immediate)." }, { "ucid": "21112178893374771", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "मुझे आप मुझे आप address मुझे WhatsApp कर देंगे? मैं आपको ping करता हूं... मैं बाकी ये check कराके...", "comment": "The agent established a clear next step: customer to send address via WhatsApp, and agent to check details for a quote." } ], "objections": [ { "ucid": "21112178893374771", "obj_type": "price", "state": "mishandled", "evidence": "By the way, I get calls from your company too, but your rate is very high. We can get JSW cheaper than this in the market.", "response": "Yes, yes, yes, yes. Where will your location be now? Dera Bassi?" } ], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)" ], "objection_phrases_list": [] }