{ "ucid": "21112178894665751", "call_date": "2026-09-09", "start_time": "2026-09-09 15:07:37", "end_time": "2026-09-09 15:10:43", "duration_sec": 186, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA7e232df587b7873ae1a84839cc50cde0.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 494, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178894665751__DIA7e232df587b7873ae1a84839cc50cde0.mp3", "audio_bytes": 510408, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 170.136, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Yes, tell me sir. (जी बोलिए सर।)\n[6s] AGENT: Yes, I am calling from JSW One MSME sir, from Jindal. (जी मैं JSW One MSME से बोल रहा हूं सर, जिंदाल से।)\n[9s] CUSTOMER: Yes, tell me, tell me. (हां बोलो बोलो।)\n[10s] AGENT: Sir, your company was registered on our portal. This was a follow-up call regarding your steel procurement. I just wanted to understand, do you work in the steel segment? (सर ये आपका कंपनी रजिस्टर्ड हुआ था सर पोर्टल पर हमारे। आपके स्टील प्रोक्योरमेंट को लेके फॉलो अप कॉल था। जस्ट आई वांटेड टू अंडरस्टैंड आप स्टील सेगमेंट में काम करते हो?)\n[18s] CUSTOMER: No, of jewelry. (ना ज्वेलरी का।)\n[18s] AGENT: You work in jewelry? You don't need steel, sir? (ज्वेलरी का काम करते हो? स्टील नहीं लगता सर आपको?)\n[21s] CUSTOMER: What? (क्या?)\n[22s] AGENT: Do you need steel in MS grade? (स्टील लगता है आपको MS ग्रेड में?)\n[24s] CUSTOMER: No, I don't need steel, but what happened is I have taken a place, so I had some work regarding construction there. (नहीं, हमको स्टील लगता नहीं है लेकिन क्या है मेरा एक जगह लिया हुआ है तो कंस्ट्रक्शन रिगार्डिंग मेरे को काम था उसमें।)\n[30s] AGENT: Regarding what was the work? (किससे रिगार्डिंग काम था?)\n[32s] CUSTOMER: I needed it for construction work. Rods, of steel. (कंस्ट्रक्शन के लिए काम चाहिए था मेरे को। सरिया, स्टील का।)\n[35s] AGENT: Okay, this portal of ours, sir, we supply steel from this portal. So when you say you had construction work, does that mean you needed TMT rods? (अच्छा, ये जो हमारा पोर्टल है ना सर, ये पोर्टल से हम स्टील सप्लाई करते हैं। तो आप जब बोल रहे हो कंस्ट्रक्शन का काम था, मतलब TMT रॉड्स चाहिए था आपको?)\n[42s] CUSTOMER: Hmm, of TMT. (हम्म, TMT का।)\n[44s] AGENT: Okay. (अच्छा।)\n[44s] CUSTOMER: Because what happened is I have taken a place, so I have to start construction work on it. That's why I said. It could be TMT. (क्योंकि क्या है मेरा एक जगह लिया हुआ है तो उसपे कंस्ट्रक्शन का चालू करना है काम। तो उसके लिए मैंने बोला। TMT का हो सकता है।)\n[50s] AGENT: Hmm hmm hmm hmm. Understood. By when do you need the material? (हम्म हम्म हम्म हम्म। समझ गया। कब तक चाहिए मटेरियल आपको?)\n[53s] CUSTOMER: Are you directly from JSW? Or a supplier... (आप डायरेक्ट JSW से ही हो? सप्लायर की...)\n[56s] AGENT: I'm calling from JSW One, Mumbai head office. (JSW One से बोल रहा हूं, मुंबई हेड ऑफिस।)\n[58s] CUSTOMER: Okay, you are speaking directly from JSW. There won't be any dealer in between? (ओके, JSW से डायरेक्ट ही बोल रहे हो। डीलर कोई बीच में नहीं होगा?)\n[62s] AGENT: No no no, no dealers and everything. Your work will be directly with the company. (नो नो नो, नो डीलर्स एंड एवरीथिंग। डायरेक्टली कंपनी से काम होगा आपका।)\n[66s] CUSTOMER: Okay okay okay. (ओके ओके ओके।)\n[67s] AGENT: So what is your name, sir? (तो आपका नाम क्या है सर?)\n[68s] CUSTOMER: Meet Gandhi, Meet. (मीत गांधी, मीत।)\n[70s] AGENT: Your name is Meet, Meet Gandhi. Okay Meet ji, so what is the status of this construction property right now? Is the designing etc. all done? Has the required material quantity etc. all been calculated? (मीत ही नाम है आपका, मीत गांधी। ओके मीत जी, तो ये कंस्ट्रक्शन का अभी जो प्रॉपर्टी का क्या स्टेटस है? डिजाइनिंग वगेरा सब हो गया? कितना मटेरियल लगने वाला है, क्वांटिटी वगेरा सब निकल गया आपका?)\n[79s] CUSTOMER: I had asked the contractor... I have just come here for the rate once. The final, I will give you the quotation, what my requirements are. (वो मैंने कॉन्ट्रैक्टर को पूछा था कि मैं तो खाली एक बार रेट के लिए आया हूं इधर। वो फाइनल तो मैं आपको दे दूंगा कोटेशन क्या मेरा क्या-क्या रिक्वायरमेंट है।)\n[86s] AGENT: What I'll do, Meet ji, is I have currently called you from the system's number. I am sending you a 'hi' on WhatsApp. Please talk to the contractor once and send me the exact requirement in writing. Then based on that, I will send you the quotation. Our payment terms for the two transaction will be 100% advance against PI. (मैं क्या करता हूं मीत जी, आपको मैंने फिलहाल आपको सिस्टम के नंबर से मैंने फोन किया हुआ है। मैं WhatsApp पे आपको हाय लिख के भेज रहा हूं। एक बार कॉन्ट्रैक्टर से बात करो और जो एग्जैक्ट रिक्वायरमेंट है वो मुझे भेजो लिख के। तो उसके बेसिस पे मैं आपको कोटेशन सेंड कर दूंगा। हमारा पेमेंट टर्म्स फॉर द टू ट्रांजैक्शन विल बी 100% एडवांस अगेंस्ट पीआई।)\n[99s] CUSTOMER: Okay. (ओके।)\n[100s] AGENT: Hmm hmm. (हम्म हम्म।)\n[101s] CUSTOMER: Okay. (ओके।)\n[102s] AGENT: I have sent you the details, see sir. Talk to the contractor once and get the sizes. How much of 8mm, 10mm, 12mm is needed. And send me the full delivery address of your site. (ये मैंने आपको डिटेल्स भेज दिया देखो सर। एक बार कॉन्ट्रैक्टर से बात करो और साइजेस निकालो। 8mm, 10mm, 12mm कितना-कितना चाहिए। और फुल डिलीवरी एड्रेस मेरे को भेज दो आपके साइट का।)\n[110s] CUSTOMER: Okay okay. Are you authorized by the JSW company itself? (ओके ओके। आप JSW कंपनी की ओर से ही ऑथराइज्ड हो?)\n[113s] AGENT: Yes yes yes, from the company's side. (यस यस यस, कंपनी की तरफ से।)\n[115s] AGENT: You see, check it. I have sent you a WhatsApp. My details etc. to you... (आप देखो ना, चेक करो ना। मैंने WhatsApp भेजा आपको। मेरी डिटेल्स वगेरा आपको...)\n[118s] CUSTOMER: Yes, I'll check all that. (हां मैं देख लेता हूं वो सब।)\n[119s] AGENT: Alright, Meet ji? (ठीक है ना मीत जी?)\n[120s] CUSTOMER: Okay, I'll check. (ओके, मैं देख लेता हूं।)\n[121s] AGENT: Okay, thank you so much. (चलो, थैंक यू सो मच।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 39, "connected": 1, "audio_notes": "clear: There is background chatter on the customer's side throughout the call, but the main speakers are clear.", "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:high", "pitch_type_conflict": 0, "pitch_adherence_score": 3.5, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "You adapted well to the customer's one-off need, but remember to secure a firm next step by scheduling a specific follow-up call, rather than leaving the action entirely with the customer.", "usp_relevance": "matched", "rubric_inferred": 0, "segment_detected": "construction", "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": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The customer, who is primarily in the jewelry business, registered for a personal construction project requiring TMT bars. The agent established credibility as a direct JSW representative and instructed the customer to get the exact material specifications from his contractor. The call ended with the agent waiting for the customer to send the requirements via WhatsApp for a quotation.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Yes, I am calling from JSW One MSME sir, from Jindal. Sir, your company was registered on our portal. This was a follow-up call regarding your steel procurement.\", \"comment\": \"The agent provided a warm, context-based opening without any sales pressure.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 3, \"evidence\": \"So what is your name, sir? ... I am sending you a 'hi' on WhatsApp.\", \"comment\": \"Agent confirmed name and contact number, and implicitly confirmed procurement involvement, but did not ask for the procurement city.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"do you work in the steel segment?\", \"comment\": \"The agent correctly identified the business application (construction) but failed to ask any other discovery questions about quantity, brands, or buying history.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent mentioned they supply steel from the portal but did not explain any of the key platform benefits like transparent pricing, test certificates, or stock availability.\"}, {\"step_id\": \"NR5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Talk to the contractor once and get the sizes. How much of 8mm, 10mm, 12mm is needed.\", \"comment\": \"The agent correctly identified the customer's current requirement and took steps to have the full specification captured.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Please talk to the contractor once and send me the exact requirement in writing. Then based on that, I will send you the quotation.\", \"comment\": \"The agent set a next step but it was entirely dependent on the customer; no specific callback date or time was agreed upon.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"You adapted well to the customer's one-off need, but remember to secure a firm next step by scheduling a specific follow-up call, rather than leaving the action entirely with the customer.\", \"segment_detected\": \"construction\", \"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\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The customer, who is primarily in the jewelry business, registered for a personal construction project requiring TMT bars. The agent established credibility as a direct JSW representative and instructed the customer to get the exact material specifications from his contractor. The call ended with the agent waiting for the customer to send the requirements via WhatsApp for a quotation.\"}", "error": null, "latency_ms": 39190, "input_tokens": 4298, "output_tokens": 841, "created_at": "2026-09-25 11:14:53", "sentiment": "positive", "sentiment_score": 0.171, "sentiment_confidence": "high", "pos": 4, "neg": 2, "lex_hits": 12, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.636, "agent_talk_sec": 66.1, "customer_talk_sec": 37.9, "dead_air_sec": 82.0, "longest_monologue_sec": 13.4, "agent_wpm": 266.9, "interruptions": 0, "agent_turns": 20, "customer_turns": 19, "discovery_qs": 12, "words_agent": 294, "words_customer": 148, "monologue_heavy": 0, "turns": [ { "ucid": "21112178894665751", "idx": 0, "speaker": "customer", "start_s": 0.88, "end_s": 1.28, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178894665751", "idx": 1, "speaker": "agent", "start_s": 2.0, "end_s": 2.3, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178894665751", "idx": 2, "speaker": "customer", "start_s": 3.4, "end_s": 4.1, "text_en": "Yes, tell me sir.", "text_native": "जी बोलिए सर।" }, { "ucid": "21112178894665751", "idx": 3, "speaker": "agent", "start_s": 5.8, "end_s": 8.8, "text_en": "Yes, I am calling from JSW One MSME sir, from Jindal.", "text_native": "जी मैं JSW One MSME से बोल रहा हूं सर, जिंदाल से।" }, { "ucid": "21112178894665751", "idx": 4, "speaker": "customer", "start_s": 9.2, "end_s": 9.8, "text_en": "Yes, tell me, tell me.", "text_native": "हां बोलो बोलो।" }, { "ucid": "21112178894665751", "idx": 5, "speaker": "agent", "start_s": 10.2, "end_s": 16.8, "text_en": "Sir, your company was registered on our portal. This was a follow-up call regarding your steel procurement. I just wanted to understand, do you work in the steel segment?", "text_native": "सर ये आपका कंपनी रजिस्टर्ड हुआ था सर पोर्टल पर हमारे। आपके स्टील प्रोक्योरमेंट को लेके फॉलो अप कॉल था। जस्ट आई वांटेड टू अंडरस्टैंड आप स्टील सेगमेंट में काम करते हो?" }, { "ucid": "21112178894665751", "idx": 6, "speaker": "customer", "start_s": 17.5, "end_s": 18.1, "text_en": "No, of jewelry.", "text_native": "ना ज्वेलरी का।" }, { "ucid": "21112178894665751", "idx": 7, "speaker": "agent", "start_s": 18.5, "end_s": 20.6, "text_en": "You work in jewelry? You don't need steel, sir?", "text_native": "ज्वेलरी का काम करते हो? स्टील नहीं लगता सर आपको?" }, { "ucid": "21112178894665751", "idx": 8, "speaker": "customer", "start_s": 21.3, "end_s": 21.6, "text_en": "What?", "text_native": "क्या?" }, { "ucid": "21112178894665751", "idx": 9, "speaker": "agent", "start_s": 22.0, "end_s": 23.6, "text_en": "Do you need steel in MS grade?", "text_native": "स्टील लगता है आपको MS ग्रेड में?" }, { "ucid": "21112178894665751", "idx": 10, "speaker": "customer", "start_s": 24.2, "end_s": 29.8, "text_en": "No, I don't need steel, but what happened is I have taken a place, so I had some work regarding construction there.", "text_native": "नहीं, हमको स्टील लगता नहीं है लेकिन क्या है मेरा एक जगह लिया हुआ है तो कंस्ट्रक्शन रिगार्डिंग मेरे को काम था उसमें।" }, { "ucid": "21112178894665751", "idx": 11, "speaker": "agent", "start_s": 30.2, "end_s": 31.1, "text_en": "Regarding what was the work?", "text_native": "किससे रिगार्डिंग काम था?" }, { "ucid": "21112178894665751", "idx": 12, "speaker": "customer", "start_s": 31.6, "end_s": 34.8, "text_en": "I needed it for construction work. Rods, of steel.", "text_native": "कंस्ट्रक्शन के लिए काम चाहिए था मेरे को। सरिया, स्टील का।" }, { "ucid": "21112178894665751", "idx": 13, "speaker": "agent", "start_s": 35.2, "end_s": 42.0, "text_en": "Okay, this portal of ours, sir, we supply steel from this portal. So when you say you had construction work, does that mean you needed TMT rods?", "text_native": "अच्छा, ये जो हमारा पोर्टल है ना सर, ये पोर्टल से हम स्टील सप्लाई करते हैं। तो आप जब बोल रहे हो कंस्ट्रक्शन का काम था, मतलब TMT रॉड्स चाहिए था आपको?" }, { "ucid": "21112178894665751", "idx": 14, "speaker": "customer", "start_s": 42.5, "end_s": 43.2, "text_en": "Hmm, of TMT.", "text_native": "हम्म, TMT का।" }, { "ucid": "21112178894665751", "idx": 15, "speaker": "agent", "start_s": 43.5, "end_s": 43.8, "text_en": "Okay.", "text_native": "अच्छा।" }, { "ucid": "21112178894665751", "idx": 16, "speaker": "customer", "start_s": 44.0, "end_s": 49.8, "text_en": "Because what happened is I have taken a place, so I have to start construction work on it. That's why I said. It could be TMT.", "text_native": "क्योंकि क्या है मेरा एक जगह लिया हुआ है तो उसपे कंस्ट्रक्शन का चालू करना है काम। तो उसके लिए मैंने बोला। TMT का हो सकता है।" }, { "ucid": "21112178894665751", "idx": 17, "speaker": "agent", "start_s": 50.2, "end_s": 52.8, "text_en": "Hmm hmm hmm hmm. Understood. By when do you need the material?", "text_native": "हम्म हम्म हम्म हम्म। समझ गया। कब तक चाहिए मटेरियल आपको?" }, { "ucid": "21112178894665751", "idx": 18, "speaker": "customer", "start_s": 53.2, "end_s": 55.4, "text_en": "Are you directly from JSW? Or a supplier...", "text_native": "आप डायरेक्ट JSW से ही हो? सप्लायर की..." }, { "ucid": "21112178894665751", "idx": 19, "speaker": "agent", "start_s": 55.6, "end_s": 57.5, "text_en": "I'm calling from JSW One, Mumbai head office.", "text_native": "JSW One से बोल रहा हूं, मुंबई हेड ऑफिस।" }, { "ucid": "21112178894665751", "idx": 20, "speaker": "customer", "start_s": 58.4, "end_s": 61.4, "text_en": "Okay, you are speaking directly from JSW. There won't be any dealer in between?", "text_native": "ओके, JSW से डायरेक्ट ही बोल रहे हो। डीलर कोई बीच में नहीं होगा?" }, { "ucid": "21112178894665751", "idx": 21, "speaker": "agent", "start_s": 61.6, "end_s": 64.8, "text_en": "No no no, no dealers and everything. Your work will be directly with the company.", "text_native": "नो नो नो, नो डीलर्स एंड एवरीथिंग। डायरेक्टली कंपनी से काम होगा आपका।" }, { "ucid": "21112178894665751", "idx": 22, "speaker": "customer", "start_s": 65.6, "end_s": 66.6, "text_en": "Okay okay okay.", "text_native": "ओके ओके ओके।" }, { "ucid": "21112178894665751", "idx": 23, "speaker": "agent", "start_s": 67.2, "end_s": 68.1, "text_en": "So what is your name, sir?", "text_native": "तो आपका नाम क्या है सर?" }, { "ucid": "21112178894665751", "idx": 24, "speaker": "customer", "start_s": 68.4, "end_s": 69.8, "text_en": "Meet Gandhi, Meet.", "text_native": "मीत गांधी, मीत।" }, { "ucid": "21112178894665751", "idx": 25, "speaker": "agent", "start_s": 70.0, "end_s": 78.4, "text_en": "Your name is Meet, Meet Gandhi. Okay Meet ji, so what is the status of this construction property right now? Is the designing etc. all done? Has the required material quantity etc. all been calculated?", "text_native": "मीत ही नाम है आपका, मीत गांधी। ओके मीत जी, तो ये कंस्ट्रक्शन का अभी जो प्रॉपर्टी का क्या स्टेटस है? डिजाइनिंग वगेरा सब हो गया? कितना मटेरियल लगने वाला है, क्वांटिटी वगेरा सब निकल गया आपका?" }, { "ucid": "21112178894665751", "idx": 26, "speaker": "customer", "start_s": 78.8, "end_s": 85.2, "text_en": "I had asked the contractor... I have just come here for the rate once. The final, I will give you the quotation, what my requirements are.", "text_native": "वो मैंने कॉन्ट्रैक्टर को पूछा था कि मैं तो खाली एक बार रेट के लिए आया हूं इधर। वो फाइनल तो मैं आपको दे दूंगा कोटेशन क्या मेरा क्या-क्या रिक्वायरमेंट है।" }, { "ucid": "21112178894665751", "idx": 27, "speaker": "agent", "start_s": 85.6, "end_s": 99.0, "text_en": "What I'll do, Meet ji, is I have currently called you from the system's number. I am sending you a 'hi' on WhatsApp. Please talk to the contractor once and send me the exact requirement in writing. Then based on that, I will send you the quotation. Our payment terms for the two transaction will be 100% advance against PI.", "text_native": "मैं क्या करता हूं मीत जी, आपको मैंने फिलहाल आपको सिस्टम के नंबर से मैंने फोन किया हुआ है। मैं WhatsApp पे आपको हाय लिख के भेज रहा हूं। एक बार कॉन्ट्रैक्टर से बात करो और जो एग्जैक्ट रिक्वायरमेंट है वो मुझे भेजो लिख के। तो उसके बेसिस पे मैं आपको कोटेशन सेंड कर दूंगा। हमारा पेमेंट टर्म्स फॉर द टू ट्रांजैक्शन विल बी 100% एडवांस अगेंस्ट पीआई।" }, { "ucid": "21112178894665751", "idx": 28, "speaker": "customer", "start_s": 99.2, "end_s": 100.0, "text_en": "Okay.", "text_native": "ओके।" }, { "ucid": "21112178894665751", "idx": 29, "speaker": "agent", "start_s": 100.2, "end_s": 100.6, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178894665751", "idx": 30, "speaker": "customer", "start_s": 101.2, "end_s": 101.6, "text_en": "Okay.", "text_native": "ओके।" }, { "ucid": "21112178894665751", "idx": 31, "speaker": "agent", "start_s": 102.0, "end_s": 109.4, "text_en": "I have sent you the details, see sir. Talk to the contractor once and get the sizes. How much of 8mm, 10mm, 12mm is needed. And send me the full delivery address of your site.", "text_native": "ये मैंने आपको डिटेल्स भेज दिया देखो सर। एक बार कॉन्ट्रैक्टर से बात करो और साइजेस निकालो। 8mm, 10mm, 12mm कितना-कितना चाहिए। और फुल डिलीवरी एड्रेस मेरे को भेज दो आपके साइट का।" }, { "ucid": "21112178894665751", "idx": 32, "speaker": "customer", "start_s": 109.8, "end_s": 112.6, "text_en": "Okay okay. Are you authorized by the JSW company itself?", "text_native": "ओके ओके। आप JSW कंपनी की ओर से ही ऑथराइज्ड हो?" }, { "ucid": "21112178894665751", "idx": 33, "speaker": "agent", "start_s": 112.9, "end_s": 114.4, "text_en": "Yes yes yes, from the company's side.", "text_native": "यस यस यस, कंपनी की तरफ से।" }, { "ucid": "21112178894665751", "idx": 34, "speaker": "agent", "start_s": 114.6, "end_s": 117.6, "text_en": "You see, check it. I have sent you a WhatsApp. My details etc. to you...", "text_native": "आप देखो ना, चेक करो ना। मैंने WhatsApp भेजा आपको। मेरी डिटेल्स वगेरा आपको..." }, { "ucid": "21112178894665751", "idx": 35, "speaker": "customer", "start_s": 117.8, "end_s": 119.0, "text_en": "Yes, I'll check all that.", "text_native": "हां मैं देख लेता हूं वो सब।" }, { "ucid": "21112178894665751", "idx": 36, "speaker": "agent", "start_s": 119.2, "end_s": 119.8, "text_en": "Alright, Meet ji?", "text_native": "ठीक है ना मीत जी?" }, { "ucid": "21112178894665751", "idx": 37, "speaker": "customer", "start_s": 120.0, "end_s": 120.8, "text_en": "Okay, I'll check.", "text_native": "ओके, मैं देख लेता हूं।" }, { "ucid": "21112178894665751", "idx": 38, "speaker": "agent", "start_s": 121.2, "end_s": 122.4, "text_en": "Okay, thank you so much.", "text_native": "चलो, थैंक यू सो मच।" } ], "steps": [ { "ucid": "21112178894665751", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Yes, I am calling from JSW One MSME sir, from Jindal. Sir, your company was registered on our portal. This was a follow-up call regarding your steel procurement.", "comment": "The agent provided a warm, context-based opening without any sales pressure." }, { "ucid": "21112178894665751", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 3, "evidence": "So what is your name, sir? ... I am sending you a 'hi' on WhatsApp.", "comment": "Agent confirmed name and contact number, and implicitly confirmed procurement involvement, but did not ask for the procurement city." }, { "ucid": "21112178894665751", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "do you work in the steel segment?", "comment": "The agent correctly identified the business application (construction) but failed to ask any other discovery questions about quantity, brands, or buying history." }, { "ucid": "21112178894665751", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent mentioned they supply steel from the portal but did not explain any of the key platform benefits like transparent pricing, test certificates, or stock availability." }, { "ucid": "21112178894665751", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Talk to the contractor once and get the sizes. How much of 8mm, 10mm, 12mm is needed.", "comment": "The agent correctly identified the customer's current requirement and took steps to have the full specification captured." }, { "ucid": "21112178894665751", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Please talk to the contractor once and send me the exact requirement in writing. Then based on that, I will send you the quotation.", "comment": "The agent set a next step but it was entirely dependent on the customer; no specific callback date or time was agreed upon." } ], "objections": [], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }