{ "ucid": "21112178911192671", "call_date": "2026-09-11", "start_time": "2026-09-11 13:02:06", "end_time": "2026-09-11 13:04:38", "duration_sec": 152, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "Wrap up time exceeded :0", "agent": "Ronak Mehta", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA97edb0a15ab41a935f4f499cf4b18a3a.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 223, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178911192671__DIA97edb0a15ab41a935f4f499cf4b18a3a.mp3", "audio_bytes": 368496, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 122.832, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] AGENT: Hello?\n[2s] CUSTOMER: Hello.\n[3s] AGENT: Uh Shubham ji, Raunak Mehta speaking from JSW. (अ शुभम जी, रौनक मेहता बात कर रहा हूं JSW से।)\n[5s] CUSTOMER: Tell me, sir. (बताइए सर।)\n[6s] AGENT: I was noticing that you had an account with us, CRG International, but for some reasons, I think transactions were not happening with you. (मैं ये नोटिस कर रहा था कि आपका CRG International था हमारे पास अकाउंट, but कुछ रीजंस की वजह से I think transaction कुछ हो नहीं पा रही थी आपसे।)\n[12s] CUSTOMER: No actually sir, the problem was only from your end regarding material dispatch. (नहीं actually सर, सिर्फ आपके एंड से ही प्रॉब्लम थी मटेरियल डिस्पैच को लेके।)\n[15s] AGENT: Okay.\n[15s] CUSTOMER: The requirement was not being fulfilled, that's why. (फुलफिल नहीं हो रही थी रिक्वायरमेंट इसीलिए।)\n[17s] AGENT: Okay. So if there is a requirement in HR coil, I can plan something out for you. You will get it in 2.5 mm, sir. (Okay. तो अभी रिक्वायरमेंट है HR coil में तो मैं आपको कुछ प्लान आउट करके दे सकता हूं। 2.5 mm में आपको मिल जाएगा सर ये।)\n[21s] CUSTOMER: For that, once my boss also comes, he is actually out of India right now. So let's connect once on Tuesday then, sir. (उसके लिए ना एक बार हम मेरे बॉस भी आ जाएंगे actually अभी out of India है। तो एक बार Tuesday को कनेक्ट करते हैं सर फिर।)\n[26s] AGENT: On Tuesday? (Tuesday को क्या?)\n[27s] CUSTOMER: Yes. (हां।)\n[28s] AGENT: That will work. And what is your monthly plan? I mean, what is your purchase volume? (चलेगा। और मंथली का क्या आपका रहता है प्लान? मतलब कितना परचेस रहता है आपका?)\n[30s] CUSTOMER: Sir, in CRG it is, it is above a thousand tons, sir. (सर CRG में रहता है हजार टन के ऊपर रहता है सर।)\n[33s] AGENT: How much is it in HR? (HR में कितना रहता है?)\n[34s] CUSTOMER: In CRC, 500 tons, 1000 tons, whatever, we take it quantity-wise. Whatever the orders are. (CRC में 500 ton, 1000 ton, जो भी मतलब क्वांटिटी वाइज लेते हैं हम। जो ऑर्डर्स होते हैं।)\n[37s] AGENT: Okay. You would be taking it batch-wise, right? (Okay. बैच, बैच वाइज लेते रहेंगे ना आप?)\n[38s] CUSTOMER: Yes, yes, yes. (हां जी, हां जी, हां जी।)\n[39s] AGENT: Or all at once, okay. Alright. I was just analyzing that it wasn't happening, whatever the reason... (या इकट्ठा, okay. ठीक है। मैं मैं just analyze कर रहा था कि हो नहीं पा रहा था जो भी reason...)\n[41s] CUSTOMER: No, earlier, actually, through you, we had a JSW channel finance limit in the bank. So things were running very smoothly for us. There was no such issue. But then, material dispatch stopped from your end. (नहीं पहले actually क्या है आपके थ्रू, आपके थ्रू हमारी JSW चैनल फाइनेंस की लिमिट थी बैंक में। तो हमें बड़ी स्मूथनेस चल रही थी। कोई ऐसा इशू नहीं था। लेकिन फिर आपके यहां से मटेरियल ही डिस्पैच होना बंद हो गया।)\n[48s] AGENT: So the material was available, I mean, available, had it gone out of stock or what was the issue? Was it a pricing issue? (तो मटेरियल तो अवेलेबल, I mean, अवेलेबल, out of stock हो गया था या क्या इशू आया था? प्राइसिंग इशू आया था?)\n[51s] CUSTOMER: No, no, no, actually what happens is the bulk orders that you get, their requirements were being fulfilled. The normal vendor was not getting it. (नहीं नहीं नहीं, actually क्या है जो आपके पास बल्क ऑर्डर आते हैं ना, उनकी रिक्वायरमेंट फुलफिल हो रही थी। नॉर्मल वेंडर को नहीं मिल रहा था।)\n[55s] AGENT: Oh, understood, understood.\n[57s] AGENT: Right now sir, we have worked on it a bit because we have brought some changes in the month as well. So even if there is a minimum requirement of five tons, we are ready to fulfill it. (अभी तो सर अभी वर्कआउट थोड़ा किया है क्योंकि थोड़ा चेंजेज लेके आए हैं महीने में भी। तो मिनिमम पांच टन की भी रिक्वायरमेंट होगी ना तो हम फुलफिल करने के लिए तैयार हैं।)\n[62s] AGENT: Okay?\n[62s] CUSTOMER: So alright sir, let's definitely work on it. Let's connect once on Tuesday. Then I will get you in contact with my boss as well. (तो ठीक है सर डेफिनेटली काम करते हैं। Tuesday को एक बार कनेक्ट कर लेते हैं। तो मैं बॉस से भी आपको कांटेक्ट करा दूंगा।)\n[66s] AGENT: Yeah, that will be very great. Yes.\n[67s] AGENT: Done, done sir. Let's start, sir. Okay, right? (Done, done sir. करते हैं स्टार्ट सर। Okay ना?)\n[69s] CUSTOMER: Alright. (ठीक है।)\n[70s] AGENT: Alright. Thank you Shubham ji. I will ping you on WhatsApp as well, okay? This will be my number. I'll be your manager, okay? Yeah. (ठीक है। Thank you Shubham जी। मैं पिंग करता हूं आपको WhatsApp पे भी, ठीक है? This will be my number. I'll be your manager, okay? Yeah.)\n[75s] CUSTOMER: Okay, okay, no problem.\n[77s] AGENT: So, yeah, thank you Shubham ji. (So, yeah, thank you Shubham जी।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 32, "connected": 1, "audio_notes": "clear: Some background office noise is present but does not significantly affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "32 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": 8.0, "pitch_score_band": "green", "pitch_missed_steps": "[\"SL3 Discovery (6 Qs)\"]", "pitch_coaching_note": "Ronak, you successfully re-engaged a past customer and set a firm next step, but you missed the opportunity to understand their business by failing to conduct discovery beyond their monthly tonnage.", "usp_relevance": "matched", "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 described a historical supply issue ('material dispatch stopped from your end'), but the agent indicated current availability, so no current supply flag is raised.", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent re-engaged a former high-volume customer (CRG International) who had stopped transacting due to past material dispatch failures. The customer explained the historical issue. The agent addressed this by highlighting improved service policies and successfully scheduled a follow-up call for Tuesday to speak with the customer's boss.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[3s] AGENT: Uh Shubham ji, Raunak Mehta speaking from JSW.\", \"comment\": \"Agent greeted, used the customer's name, and identified the company; he then correctly handled the customer's request to defer the main conversation.\"}, {\"step_id\": \"SL2\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[17s] AGENT: Okay. So if there is a requirement in HR coil, I can plan something out for you. You will get it in 2.5 mm, sir.\", \"comment\": \"After the customer mentioned a past dispatch issue, the agent led with a clear availability hook for a specific product.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"[28s] AGENT: And what is your monthly plan? I mean, what is your purchase volume?\", \"comment\": \"Agent only asked one of the six required discovery questions (monthly volume).\"}, {\"step_id\": \"SL4\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[57s] AGENT: So even if there is a minimum requirement of five tons, we are ready to fulfill it.\", \"comment\": \"The pitched USP (ability to fulfill smaller orders) was directly relevant to the customer's stated past problem of not getting material as a 'normal vendor'.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[17s] AGENT: Okay. So if there is a requirement in HR coil, I can plan something out for you.\", \"comment\": \"Agent asked if a requirement existed, but the customer deferred the detailed discussion, which the agent correctly accepted without pushing.\"}, {\"step_id\": \"SL6\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"[62s] CUSTOMER: Let's connect once on Tuesday. Then I will get you in contact with my boss as well. [66s] AGENT: Yeah, that will be very great. Yes.\", \"comment\": \"A clear, committed next step (a call on Tuesday) was agreed upon by both parties.\"}], \"usp_relevance\": \"matched\", \"pitch_coaching_note\": \"Ronak, you successfully re-engaged a past customer and set a firm next step, but you missed the opportunity to understand their business by failing to conduct discovery beyond their monthly tonnage.\", \"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 described a historical supply issue ('material dispatch stopped from your end'), but the agent indicated current availability, so no current supply flag is raised.\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"incumbent_supplier\", \"state\": \"handled\", \"evidence\": \"[12s] CUSTOMER: No actually sir, the problem was only from your end regarding material dispatch.\", \"response\": \"[57s] AGENT: Right now sir, we have worked on it a bit... even if there is a minimum requirement of five tons, we are ready to fulfill it.\"}], \"call_summary\": \"The agent re-engaged a former high-volume customer (CRG International) who had stopped transacting due to past material dispatch failures. The customer explained the historical issue. The agent addressed this by highlighting improved service policies and successfully scheduled a follow-up call for Tuesday to speak with the customer's boss.\"}", "error": null, "latency_ms": 57608, "input_tokens": 3935, "output_tokens": 1022, "created_at": "2026-09-25 11:01:17", "sentiment": "negative", "sentiment_score": -0.167, "sentiment_confidence": "high", "pos": 10, "neg": 18, "lex_hits": 23, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.567, "agent_talk_sec": 39.2, "customer_talk_sec": 29.9, "dead_air_sec": 82.9, "longest_monologue_sec": 6.0, "agent_wpm": 339.8, "interruptions": 0, "agent_turns": 18, "customer_turns": 14, "discovery_qs": 12, "words_agent": 222, "words_customer": 171, "monologue_heavy": 0, "turns": [ { "ucid": "21112178911192671", "idx": 0, "speaker": "agent", "start_s": 0.21, "end_s": 0.68, "text_en": "Hello?", "text_native": "Hello?" }, { "ucid": "21112178911192671", "idx": 1, "speaker": "customer", "start_s": 1.7, "end_s": 2.13, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178911192671", "idx": 2, "speaker": "agent", "start_s": 2.69, "end_s": 5.01, "text_en": "Uh Shubham ji, Raunak Mehta speaking from JSW.", "text_native": "अ शुभम जी, रौनक मेहता बात कर रहा हूं JSW से।" }, { "ucid": "21112178911192671", "idx": 3, "speaker": "customer", "start_s": 5.3, "end_s": 5.8, "text_en": "Tell me, sir.", "text_native": "बताइए सर।" }, { "ucid": "21112178911192671", "idx": 4, "speaker": "agent", "start_s": 5.98, "end_s": 11.3, "text_en": "I was noticing that you had an account with us, CRG International, but for some reasons, I think transactions were not happening with you.", "text_native": "मैं ये नोटिस कर रहा था कि आपका CRG International था हमारे पास अकाउंट, but कुछ रीजंस की वजह से I think transaction कुछ हो नहीं पा रही थी आपसे।" }, { "ucid": "21112178911192671", "idx": 5, "speaker": "customer", "start_s": 11.67, "end_s": 14.4, "text_en": "No actually sir, the problem was only from your end regarding material dispatch.", "text_native": "नहीं actually सर, सिर्फ आपके एंड से ही प्रॉब्लम थी मटेरियल डिस्पैच को लेके।" }, { "ucid": "21112178911192671", "idx": 6, "speaker": "agent", "start_s": 14.97, "end_s": 15.3, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178911192671", "idx": 7, "speaker": "customer", "start_s": 15.3, "end_s": 16.9, "text_en": "The requirement was not being fulfilled, that's why.", "text_native": "फुलफिल नहीं हो रही थी रिक्वायरमेंट इसीलिए।" }, { "ucid": "21112178911192671", "idx": 8, "speaker": "agent", "start_s": 17.3, "end_s": 21.28, "text_en": "Okay. So if there is a requirement in HR coil, I can plan something out for you. You will get it in 2.5 mm, sir.", "text_native": "Okay. तो अभी रिक्वायरमेंट है HR coil में तो मैं आपको कुछ प्लान आउट करके दे सकता हूं। 2.5 mm में आपको मिल जाएगा सर ये।" }, { "ucid": "21112178911192671", "idx": 9, "speaker": "customer", "start_s": 21.28, "end_s": 25.7, "text_en": "For that, once my boss also comes, he is actually out of India right now. So let's connect once on Tuesday then, sir.", "text_native": "उसके लिए ना एक बार हम मेरे बॉस भी आ जाएंगे actually अभी out of India है। तो एक बार Tuesday को कनेक्ट करते हैं सर फिर।" }, { "ucid": "21112178911192671", "idx": 10, "speaker": "agent", "start_s": 25.97, "end_s": 26.6, "text_en": "On Tuesday?", "text_native": "Tuesday को क्या?" }, { "ucid": "21112178911192671", "idx": 11, "speaker": "customer", "start_s": 27.0, "end_s": 27.27, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "21112178911192671", "idx": 12, "speaker": "agent", "start_s": 27.5, "end_s": 30.4, "text_en": "That will work. And what is your monthly plan? I mean, what is your purchase volume?", "text_native": "चलेगा। और मंथली का क्या आपका रहता है प्लान? मतलब कितना परचेस रहता है आपका?" }, { "ucid": "21112178911192671", "idx": 13, "speaker": "customer", "start_s": 30.4, "end_s": 32.3, "text_en": "Sir, in CRG it is, it is above a thousand tons, sir.", "text_native": "सर CRG में रहता है हजार टन के ऊपर रहता है सर।" }, { "ucid": "21112178911192671", "idx": 14, "speaker": "agent", "start_s": 32.9, "end_s": 33.7, "text_en": "How much is it in HR?", "text_native": "HR में कितना रहता है?" }, { "ucid": "21112178911192671", "idx": 15, "speaker": "customer", "start_s": 34.0, "end_s": 36.8, "text_en": "In CRC, 500 tons, 1000 tons, whatever, we take it quantity-wise. Whatever the orders are.", "text_native": "CRC में 500 ton, 1000 ton, जो भी मतलब क्वांटिटी वाइज लेते हैं हम। जो ऑर्डर्स होते हैं।" }, { "ucid": "21112178911192671", "idx": 16, "speaker": "agent", "start_s": 36.8, "end_s": 38.3, "text_en": "Okay. You would be taking it batch-wise, right?", "text_native": "Okay. बैच, बैच वाइज लेते रहेंगे ना आप?" }, { "ucid": "21112178911192671", "idx": 17, "speaker": "customer", "start_s": 38.3, "end_s": 38.9, "text_en": "Yes, yes, yes.", "text_native": "हां जी, हां जी, हां जी।" }, { "ucid": "21112178911192671", "idx": 18, "speaker": "agent", "start_s": 38.9, "end_s": 41.3, "text_en": "Or all at once, okay. Alright. I was just analyzing that it wasn't happening, whatever the reason...", "text_native": "या इकट्ठा, okay. ठीक है। मैं मैं just analyze कर रहा था कि हो नहीं पा रहा था जो भी reason..." }, { "ucid": "21112178911192671", "idx": 19, "speaker": "customer", "start_s": 41.3, "end_s": 47.6, "text_en": "No, earlier, actually, through you, we had a JSW channel finance limit in the bank. So things were running very smoothly for us. There was no such issue. But then, material dispatch stopped from your end.", "text_native": "नहीं पहले actually क्या है आपके थ्रू, आपके थ्रू हमारी JSW चैनल फाइनेंस की लिमिट थी बैंक में। तो हमें बड़ी स्मूथनेस चल रही थी। कोई ऐसा इशू नहीं था। लेकिन फिर आपके यहां से मटेरियल ही डिस्पैच होना बंद हो गया।" }, { "ucid": "21112178911192671", "idx": 20, "speaker": "agent", "start_s": 48.2, "end_s": 51.2, "text_en": "So the material was available, I mean, available, had it gone out of stock or what was the issue? Was it a pricing issue?", "text_native": "तो मटेरियल तो अवेलेबल, I mean, अवेलेबल, out of stock हो गया था या क्या इशू आया था? प्राइसिंग इशू आया था?" }, { "ucid": "21112178911192671", "idx": 21, "speaker": "customer", "start_s": 51.2, "end_s": 54.8, "text_en": "No, no, no, actually what happens is the bulk orders that you get, their requirements were being fulfilled. The normal vendor was not getting it.", "text_native": "नहीं नहीं नहीं, actually क्या है जो आपके पास बल्क ऑर्डर आते हैं ना, उनकी रिक्वायरमेंट फुलफिल हो रही थी। नॉर्मल वेंडर को नहीं मिल रहा था।" }, { "ucid": "21112178911192671", "idx": 22, "speaker": "agent", "start_s": 55.3, "end_s": 56.2, "text_en": "Oh, understood, understood.", "text_native": "Oh, understood, understood." }, { "ucid": "21112178911192671", "idx": 23, "speaker": "agent", "start_s": 56.6, "end_s": 61.4, "text_en": "Right now sir, we have worked on it a bit because we have brought some changes in the month as well. So even if there is a minimum requirement of five tons, we are ready to fulfill it.", "text_native": "अभी तो सर अभी वर्कआउट थोड़ा किया है क्योंकि थोड़ा चेंजेज लेके आए हैं महीने में भी। तो मिनिमम पांच टन की भी रिक्वायरमेंट होगी ना तो हम फुलफिल करने के लिए तैयार हैं।" }, { "ucid": "21112178911192671", "idx": 24, "speaker": "agent", "start_s": 61.8, "end_s": 62.1, "text_en": "Okay?", "text_native": "Okay?" }, { "ucid": "21112178911192671", "idx": 25, "speaker": "customer", "start_s": 62.1, "end_s": 65.5, "text_en": "So alright sir, let's definitely work on it. Let's connect once on Tuesday. Then I will get you in contact with my boss as well.", "text_native": "तो ठीक है सर डेफिनेटली काम करते हैं। Tuesday को एक बार कनेक्ट कर लेते हैं। तो मैं बॉस से भी आपको कांटेक्ट करा दूंगा।" }, { "ucid": "21112178911192671", "idx": 26, "speaker": "agent", "start_s": 65.5, "end_s": 66.9, "text_en": "Yeah, that will be very great. Yes.", "text_native": "Yeah, that will be very great. Yes." }, { "ucid": "21112178911192671", "idx": 27, "speaker": "agent", "start_s": 67.4, "end_s": 68.9, "text_en": "Done, done sir. Let's start, sir. Okay, right?", "text_native": "Done, done sir. करते हैं स्टार्ट सर। Okay ना?" }, { "ucid": "21112178911192671", "idx": 28, "speaker": "customer", "start_s": 69.1, "end_s": 69.5, "text_en": "Alright.", "text_native": "ठीक है।" }, { "ucid": "21112178911192671", "idx": 29, "speaker": "agent", "start_s": 69.5, "end_s": 74.8, "text_en": "Alright. Thank you Shubham ji. I will ping you on WhatsApp as well, okay? This will be my number. I'll be your manager, okay? Yeah.", "text_native": "ठीक है। Thank you Shubham जी। मैं पिंग करता हूं आपको WhatsApp पे भी, ठीक है? This will be my number. I'll be your manager, okay? Yeah." }, { "ucid": "21112178911192671", "idx": 30, "speaker": "customer", "start_s": 75.1, "end_s": 76.1, "text_en": "Okay, okay, no problem.", "text_native": "Okay, okay, no problem." }, { "ucid": "21112178911192671", "idx": 31, "speaker": "agent", "start_s": 76.8, "end_s": 78.1, "text_en": "So, yeah, thank you Shubham ji.", "text_native": "So, yeah, thank you Shubham जी।" } ], "steps": [ { "ucid": "21112178911192671", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "[3s] AGENT: Uh Shubham ji, Raunak Mehta speaking from JSW.", "comment": "Agent greeted, used the customer's name, and identified the company; he then correctly handled the customer's request to defer the main conversation." }, { "ucid": "21112178911192671", "step_id": "SL2", "step_name": "Hook (supply/price signal)", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "[17s] AGENT: Okay. So if there is a requirement in HR coil, I can plan something out for you. You will get it in 2.5 mm, sir.", "comment": "After the customer mentioned a past dispatch issue, the agent led with a clear availability hook for a specific product." }, { "ucid": "21112178911192671", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "[28s] AGENT: And what is your monthly plan? I mean, what is your purchase volume?", "comment": "Agent only asked one of the six required discovery questions (monthly volume)." }, { "ucid": "21112178911192671", "step_id": "SL4", "step_name": "Pitch (2-3 USPs)", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "[57s] AGENT: So even if there is a minimum requirement of five tons, we are ready to fulfill it.", "comment": "The pitched USP (ability to fulfill smaller orders) was directly relevant to the customer's stated past problem of not getting material as a 'normal vendor'." }, { "ucid": "21112178911192671", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "[17s] AGENT: Okay. So if there is a requirement in HR coil, I can plan something out for you.", "comment": "Agent asked if a requirement existed, but the customer deferred the detailed discussion, which the agent correctly accepted without pushing." }, { "ucid": "21112178911192671", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "[62s] CUSTOMER: Let's connect once on Tuesday. Then I will get you in contact with my boss as well. [66s] AGENT: Yeah, that will be very great. Yes.", "comment": "A clear, committed next step (a call on Tuesday) was agreed upon by both parties." } ], "objections": [ { "ucid": "21112178911192671", "obj_type": "incumbent_supplier", "state": "handled", "evidence": "[12s] CUSTOMER: No actually sir, the problem was only from your end regarding material dispatch.", "response": "[57s] AGENT: Right now sir, we have worked on it a bit... even if there is a minimum requirement of five tons, we are ready to fulfill it." } ], "missed_steps": [ "SL3 Discovery (6 Qs)" ], "objection_phrases_list": [] }