{ "ucid": "21112178954044372", "call_date": "2026-09-16", "start_time": "2026-09-16 12:04:03", "end_time": "2026-09-16 12:06:46", "duration_sec": 163, "campaign": "IS_MFG_HR_HRPO_Sep26", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA97f543aa9c2d865e505838f97d432ea5.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1766, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178954044372__DIA97f543aa9c2d865e505838f97d432ea5.mp3", "audio_bytes": 409320, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 136.44, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[2s] UNKNOWN: Hello.\n[3s] CUSTOMER: Yes. (हां जी।)\n[4s] AGENT: Prashant ji, hello. This is Rohit calling from JSW One. (प्रशांत जी नमस्ते, रोहित बात कर रहा हूं JSW One से।)\n[6s] CUSTOMER: Yes. (हां जी।)\n[7s] AGENT: Your company, Prachi International, was registered on my platform. Do you have a trading business? (ये प्राची इंटरनेशनल करके आपकी कंपनी थी, मेरे प्लेटफार्म पे रजिस्टर्ड थी। आपका कुछ ट्रेडिंग का बिज़नेस है क्या?)\n[11s] CUSTOMER: Whose? (किसका?)\n[12s] AGENT: Do you have a trading business? (ट्रेडिंग का बिज़नेस है क्या आपका?)\n[13s] CUSTOMER: No, it's manufacturing. (नहीं, मैन्युफैक्चरिंग है।)\n[14s] AGENT: What do you manufacture, Prashant ji? (किस चीज़ का मैन्युफैक्चरिंग है प्रशांत जी?)\n[16s] CUSTOMER: Of sheet metal components. (Sheet metal components की।)\n[17s] AGENT: Sheet metal, alright. Do you have any requirement right now? Which I can help you with? (Sheet metal, alright. अभी कुछ रिक्वायरमेंट है क्या? Which I can help you with?)\n[20s] CUSTOMER: Yes, the planning will be done by the end of this week. (हां, अभी प्लानिंग होगी इस वीक के एंड तक।)\n[23s] AGENT: Okay, okay, okay, okay.\n[24s] CUSTOMER: What is your name? (आपका क्या नाम है?)\n[25s] AGENT: My name is Rohit Mishra. (रोहित मिश्रा नाम है मेरा।)\n[27s] CUSTOMER: Oh, okay. (अच्छा, ठीक है।)\n[28s] AGENT: I'll send you a message on WhatsApp. I'll send my intro message. That will be my personal number, you won't be able to call back on this one actually. (मैं आपको WhatsApp पे ना, वो मैसेज करके रखता हूं। एक अपना इंट्रो मैसेज डाल देता हूं। मेरा पर्सनल नंबर वही होगा, इसपे आप कॉल बैक नहीं कर पाओगे actually.)\n[33s] CUSTOMER: Okay. Okay. (ठीक है। Okay.)\n[34s] AGENT: Yeah.\n[34s] CUSTOMER: So, for instance, if we talk about a 1.8 coil then? (तो वैसे अगर जैसे अगर 1.8 की coil की बात करें तो?)\n[37s] AGENT: Yes, we can do it, absolutely. That's HR, right? (हां, कर देंगे बिल्कुल। वो HR ना?)\n[39s] CUSTOMER: HR.\n[39s] AGENT: Yes, it can be done. That'll work. (हां, हो जाएगा। चलेगा।)\n[40s] CUSTOMER: What is the price? (क्या प्राइस है?)\n[42s] AGENT: Price, where do you need this? I mean, the delivery? (प्राइस, आपको ये कहां पे चाहिए? मतलब, delivery?)\n[44s] CUSTOMER: This, this is Faridabad. (ये, ये फरीदाबाद।)\n[44s] AGENT: In Faridabad. Cut to length... It will be ex-Ghaziabad for you, right now 2.5 to 12 is going for around 64. (फरीदाबाद में। Cut to length... Ex-Ghaziabad होगा आपका, अभी देखिए 2.5 से 12 चल रहा है 64 के around.)\n[48s] AGENT: So for 1.8, consider it 750, there's a parity applied. (तो 1.8 का आप 750 समझ लो, पैरिटी लगता है।)\n[51s] CUSTOMER: What is this cutter delivery you are quoting? (ये आप कटर पे डिलीवरी क्या बता रहे?)\n[53s] AGENT: No no, I am quoting ex-works. Ex-Faridabad or Ghaziabad. (नहीं नहीं, ये मैं ex-works बता रहा हूं। Ex-Faridabad या फिर Ghaziabad.)\n[55s] CUSTOMER: If we need it delivered from there? (वहां से डिलीवर कराना हो?)\n[56s] AGENT: I can do that. I mean my, we only give FOR pricing, whatever we give. (वो मैं कर दूं। मतलब मेरे, हम लोग FOR pricing ही देते हैं जो भी देते हैं।)\n[58s] CUSTOMER: Okay. Okay.\n[59s] AGENT: Yes, ours are delivered prices. (हां, delivered prices रहता है हमारा।)\n[60s] CUSTOMER: Hmm hmm. (हम्म हम्म।)\n[61s] AGENT: So I will do that, but yes, it's for this. (तो वो मैं कर दूंगा, but हां, इसी का है।)\n[64s] CUSTOMER: The rate is 64. (64 का रेट चल रहा है।)\n[65s] AGENT: 60... 64 plus tax.\n[66s] CUSTOMER: Which grade, which grade will this be? (कौन सा ग्रेड, कौन सा ग्रेड रहेगा ये?)\n[67s] AGENT: E250, E250 BR or A. (E250, E250 BR या फिर A.)\n[69s] CUSTOMER: Okay.\n[70s] AGENT: Yeah.\n[70s] CUSTOMER: Okay, that grade is... (ठीक है, वो तो ग्रेड तो...)\n[72s] AGENT: 64.\n[72s] CUSTOMER: Okay. (ठीक है।)\n[73s] AGENT: It comes. Do you have this requirement now, which [inaudible] (आता है। अभी आपका है रिक्वायरमेंट ये जो [inaudible])\n[74s] CUSTOMER: Yes, I have it now, properly now, I mean, planning for next month is happening, in that the production guy will give me the raw material requirement. So whatever requirement comes, I will share it with you. (हां अभी है, प्रॉपर अभी मतलब अगले मंथ की प्लानिंग हो रही है, उसमे रॉ मटेरियल अभी प्रोडक्शन वाला निकाल के देगा मेरेको। तो मैं जो आएगी रिक्वायरमेंट आपसे शेयर कर दूंगा।)\n[80s] AGENT: Okay, okay, okay, done. (ठीक है, ठीक है, okay, done.)\n[81s] CUSTOMER: Thanks.\n[82s] CUSTOMER: Okay. (ठीक है।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 51, "connected": 1, "audio_notes": "clear: Some background noise is present on the agent's side, but it does not significantly affect transcription quality.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "51 turns, clean transcript (2% 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": 2.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL6 Closure with next step\"]", "pitch_coaching_note": "When the customer confirmed they are a manufacturer, you missed the opportunity to ask discovery questions about their business (monthly tonnage, applications, current suppliers), which would have enabled a much stronger, tailored pitch.", "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": "end of week / next month", "agent_committed_date": null, "call_summary": "The agent contacted a manufacturing lead in Faridabad who makes sheet metal components. The customer confirmed a need for HR coil (e.g., 1.8mm) with planning happening at the end of the week for the next month. The agent confirmed availability and provided an indicative price, then sent a WhatsApp introduction. The call ended with the customer agreeing to share the specific requirement once it is finalized.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent identified himself and the company but did not ask for permission to speak, instead launching directly into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not deliver a supply or price hook to create interest, instead moving directly to a discovery-style question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"What do you manufacture, Prashant ji?\", \"comment\": \"Only 1 of the 6 required discovery questions was asked, failing to uncover crucial details about the customer's business like volume, suppliers, or applications.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were proactively pitched. The agent only mentioned 'delivered prices' reactively when asked about pricing.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Do you have any requirement right now? Which I can help you with?\", \"comment\": \"The agent successfully asked about a current requirement and, following the customer's lead, captured key details like thickness (1.8), material (HR), grade (E250), and location (Faridabad).\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Okay, okay, okay, done.\", \"comment\": \"The call ended with a vague agreement for the customer to share requirements later; there was no agent-committed next step like a scheduled callback or a quote.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When the customer confirmed they are a manufacturer, you missed the opportunity to ask discovery questions about their business (monthly tonnage, applications, current suppliers), which would have enabled a much stronger, tailored pitch.\", \"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\": \"end of week / next month\", \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent contacted a manufacturing lead in Faridabad who makes sheet metal components. The customer confirmed a need for HR coil (e.g., 1.8mm) with planning happening at the end of the week for the next month. The agent confirmed availability and provided an indicative price, then sent a WhatsApp introduction. The call ended with the customer agreeing to share the specific requirement once it is finalized.\"}", "error": null, "latency_ms": 31700, "input_tokens": 4067, "output_tokens": 811, "created_at": "2026-09-25 12:11:20", "sentiment": "positive", "sentiment_score": 0.521, "sentiment_confidence": "high", "pos": 17, "neg": 0, "lex_hits": 23, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.618, "agent_talk_sec": 40.8, "customer_talk_sec": 25.2, "dead_air_sec": 97.0, "longest_monologue_sec": 5.4, "agent_wpm": 320.6, "interruptions": 0, "agent_turns": 24, "customer_turns": 26, "discovery_qs": 8, "words_agent": 218, "words_customer": 127, "monologue_heavy": 0, "turns": [ { "ucid": "21112178954044372", "idx": 0, "speaker": "customer", "start_s": 1.18, "end_s": 1.53, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178954044372", "idx": 1, "speaker": "unknown", "start_s": 2.2, "end_s": 2.56, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178954044372", "idx": 2, "speaker": "customer", "start_s": 3.0, "end_s": 3.4, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178954044372", "idx": 3, "speaker": "agent", "start_s": 3.67, "end_s": 5.88, "text_en": "Prashant ji, hello. This is Rohit calling from JSW One.", "text_native": "प्रशांत जी नमस्ते, रोहित बात कर रहा हूं JSW One से।" }, { "ucid": "21112178954044372", "idx": 4, "speaker": "customer", "start_s": 6.0, "end_s": 6.33, "text_en": "Yes.", "text_native": "हां जी।" }, { "ucid": "21112178954044372", "idx": 5, "speaker": "agent", "start_s": 6.67, "end_s": 10.9, "text_en": "Your company, Prachi International, was registered on my platform. Do you have a trading business?", "text_native": "ये प्राची इंटरनेशनल करके आपकी कंपनी थी, मेरे प्लेटफार्म पे रजिस्टर्ड थी। आपका कुछ ट्रेडिंग का बिज़नेस है क्या?" }, { "ucid": "21112178954044372", "idx": 6, "speaker": "customer", "start_s": 11.37, "end_s": 11.72, "text_en": "Whose?", "text_native": "किसका?" }, { "ucid": "21112178954044372", "idx": 7, "speaker": "agent", "start_s": 12.0, "end_s": 13.1, "text_en": "Do you have a trading business?", "text_native": "ट्रेडिंग का बिज़नेस है क्या आपका?" }, { "ucid": "21112178954044372", "idx": 8, "speaker": "customer", "start_s": 13.2, "end_s": 14.1, "text_en": "No, it's manufacturing.", "text_native": "नहीं, मैन्युफैक्चरिंग है।" }, { "ucid": "21112178954044372", "idx": 9, "speaker": "agent", "start_s": 14.37, "end_s": 15.6, "text_en": "What do you manufacture, Prashant ji?", "text_native": "किस चीज़ का मैन्युफैक्चरिंग है प्रशांत जी?" }, { "ucid": "21112178954044372", "idx": 10, "speaker": "customer", "start_s": 15.6, "end_s": 17.0, "text_en": "Of sheet metal components.", "text_native": "Sheet metal components की।" }, { "ucid": "21112178954044372", "idx": 11, "speaker": "agent", "start_s": 17.0, "end_s": 19.9, "text_en": "Sheet metal, alright. Do you have any requirement right now? Which I can help you with?", "text_native": "Sheet metal, alright. अभी कुछ रिक्वायरमेंट है क्या? Which I can help you with?" }, { "ucid": "21112178954044372", "idx": 12, "speaker": "customer", "start_s": 20.4, "end_s": 22.4, "text_en": "Yes, the planning will be done by the end of this week.", "text_native": "हां, अभी प्लानिंग होगी इस वीक के एंड तक।" }, { "ucid": "21112178954044372", "idx": 13, "speaker": "agent", "start_s": 22.8, "end_s": 23.8, "text_en": "Okay, okay, okay, okay.", "text_native": "Okay, okay, okay, okay." }, { "ucid": "21112178954044372", "idx": 14, "speaker": "customer", "start_s": 23.9, "end_s": 24.8, "text_en": "What is your name?", "text_native": "आपका क्या नाम है?" }, { "ucid": "21112178954044372", "idx": 15, "speaker": "agent", "start_s": 24.9, "end_s": 26.1, "text_en": "My name is Rohit Mishra.", "text_native": "रोहित मिश्रा नाम है मेरा।" }, { "ucid": "21112178954044372", "idx": 16, "speaker": "customer", "start_s": 26.8, "end_s": 27.6, "text_en": "Oh, okay.", "text_native": "अच्छा, ठीक है।" }, { "ucid": "21112178954044372", "idx": 17, "speaker": "agent", "start_s": 28.0, "end_s": 32.8, "text_en": "I'll send you a message on WhatsApp. I'll send my intro message. That will be my personal number, you won't be able to call back on this one actually.", "text_native": "मैं आपको WhatsApp पे ना, वो मैसेज करके रखता हूं। एक अपना इंट्रो मैसेज डाल देता हूं। मेरा पर्सनल नंबर वही होगा, इसपे आप कॉल बैक नहीं कर पाओगे actually." }, { "ucid": "21112178954044372", "idx": 18, "speaker": "customer", "start_s": 33.0, "end_s": 33.8, "text_en": "Okay. Okay.", "text_native": "ठीक है। Okay." }, { "ucid": "21112178954044372", "idx": 19, "speaker": "agent", "start_s": 34.2, "end_s": 34.4, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178954044372", "idx": 20, "speaker": "customer", "start_s": 34.5, "end_s": 36.5, "text_en": "So, for instance, if we talk about a 1.8 coil then?", "text_native": "तो वैसे अगर जैसे अगर 1.8 की coil की बात करें तो?" }, { "ucid": "21112178954044372", "idx": 21, "speaker": "agent", "start_s": 37.0, "end_s": 38.5, "text_en": "Yes, we can do it, absolutely. That's HR, right?", "text_native": "हां, कर देंगे बिल्कुल। वो HR ना?" }, { "ucid": "21112178954044372", "idx": 22, "speaker": "customer", "start_s": 38.6, "end_s": 39.0, "text_en": "HR.", "text_native": "HR." }, { "ucid": "21112178954044372", "idx": 23, "speaker": "agent", "start_s": 39.4, "end_s": 40.3, "text_en": "Yes, it can be done. That'll work.", "text_native": "हां, हो जाएगा। चलेगा।" }, { "ucid": "21112178954044372", "idx": 24, "speaker": "customer", "start_s": 40.5, "end_s": 41.1, "text_en": "What is the price?", "text_native": "क्या प्राइस है?" }, { "ucid": "21112178954044372", "idx": 25, "speaker": "agent", "start_s": 41.5, "end_s": 43.3, "text_en": "Price, where do you need this? I mean, the delivery?", "text_native": "प्राइस, आपको ये कहां पे चाहिए? मतलब, delivery?" }, { "ucid": "21112178954044372", "idx": 26, "speaker": "customer", "start_s": 43.5, "end_s": 44.4, "text_en": "This, this is Faridabad.", "text_native": "ये, ये फरीदाबाद।" }, { "ucid": "21112178954044372", "idx": 27, "speaker": "agent", "start_s": 44.5, "end_s": 48.0, "text_en": "In Faridabad. Cut to length... It will be ex-Ghaziabad for you, right now 2.5 to 12 is going for around 64.", "text_native": "फरीदाबाद में। Cut to length... Ex-Ghaziabad होगा आपका, अभी देखिए 2.5 से 12 चल रहा है 64 के around." }, { "ucid": "21112178954044372", "idx": 28, "speaker": "agent", "start_s": 48.4, "end_s": 50.3, "text_en": "So for 1.8, consider it 750, there's a parity applied.", "text_native": "तो 1.8 का आप 750 समझ लो, पैरिटी लगता है।" }, { "ucid": "21112178954044372", "idx": 29, "speaker": "customer", "start_s": 51.0, "end_s": 52.3, "text_en": "What is this cutter delivery you are quoting?", "text_native": "ये आप कटर पे डिलीवरी क्या बता रहे?" }, { "ucid": "21112178954044372", "idx": 30, "speaker": "agent", "start_s": 52.6, "end_s": 54.4, "text_en": "No no, I am quoting ex-works. Ex-Faridabad or Ghaziabad.", "text_native": "नहीं नहीं, ये मैं ex-works बता रहा हूं। Ex-Faridabad या फिर Ghaziabad." }, { "ucid": "21112178954044372", "idx": 31, "speaker": "customer", "start_s": 54.8, "end_s": 55.8, "text_en": "If we need it delivered from there?", "text_native": "वहां से डिलीवर कराना हो?" }, { "ucid": "21112178954044372", "idx": 32, "speaker": "agent", "start_s": 55.9, "end_s": 58.0, "text_en": "I can do that. I mean my, we only give FOR pricing, whatever we give.", "text_native": "वो मैं कर दूं। मतलब मेरे, हम लोग FOR pricing ही देते हैं जो भी देते हैं।" }, { "ucid": "21112178954044372", "idx": 33, "speaker": "customer", "start_s": 58.1, "end_s": 58.8, "text_en": "Okay. Okay.", "text_native": "Okay. Okay." }, { "ucid": "21112178954044372", "idx": 34, "speaker": "agent", "start_s": 58.9, "end_s": 60.1, "text_en": "Yes, ours are delivered prices.", "text_native": "हां, delivered prices रहता है हमारा।" }, { "ucid": "21112178954044372", "idx": 35, "speaker": "customer", "start_s": 60.5, "end_s": 60.8, "text_en": "Hmm hmm.", "text_native": "हम्म हम्म।" }, { "ucid": "21112178954044372", "idx": 36, "speaker": "agent", "start_s": 61.1, "end_s": 62.9, "text_en": "So I will do that, but yes, it's for this.", "text_native": "तो वो मैं कर दूंगा, but हां, इसी का है।" }, { "ucid": "21112178954044372", "idx": 37, "speaker": "customer", "start_s": 63.7, "end_s": 64.7, "text_en": "The rate is 64.", "text_native": "64 का रेट चल रहा है।" }, { "ucid": "21112178954044372", "idx": 38, "speaker": "agent", "start_s": 64.9, "end_s": 65.9, "text_en": "60... 64 plus tax.", "text_native": "60... 64 plus tax." }, { "ucid": "21112178954044372", "idx": 39, "speaker": "customer", "start_s": 66.0, "end_s": 67.2, "text_en": "Which grade, which grade will this be?", "text_native": "कौन सा ग्रेड, कौन सा ग्रेड रहेगा ये?" }, { "ucid": "21112178954044372", "idx": 40, "speaker": "agent", "start_s": 67.3, "end_s": 68.8, "text_en": "E250, E250 BR or A.", "text_native": "E250, E250 BR या फिर A." }, { "ucid": "21112178954044372", "idx": 41, "speaker": "customer", "start_s": 69.0, "end_s": 69.3, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178954044372", "idx": 42, "speaker": "agent", "start_s": 69.7, "end_s": 69.9, "text_en": "Yeah.", "text_native": "Yeah." }, { "ucid": "21112178954044372", "idx": 43, "speaker": "customer", "start_s": 70.0, "end_s": 70.8, "text_en": "Okay, that grade is...", "text_native": "ठीक है, वो तो ग्रेड तो..." }, { "ucid": "21112178954044372", "idx": 44, "speaker": "agent", "start_s": 71.6, "end_s": 72.0, "text_en": "64.", "text_native": "64." }, { "ucid": "21112178954044372", "idx": 45, "speaker": "customer", "start_s": 72.3, "end_s": 72.6, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "21112178954044372", "idx": 46, "speaker": "agent", "start_s": 72.8, "end_s": 74.2, "text_en": "It comes. Do you have this requirement now, which [inaudible]", "text_native": "आता है। अभी आपका है रिक्वायरमेंट ये जो [inaudible]" }, { "ucid": "21112178954044372", "idx": 47, "speaker": "customer", "start_s": 74.3, "end_s": 79.8, "text_en": "Yes, I have it now, properly now, I mean, planning for next month is happening, in that the production guy will give me the raw material requirement. So whatever requirement comes, I will share it with you.", "text_native": "हां अभी है, प्रॉपर अभी मतलब अगले मंथ की प्लानिंग हो रही है, उसमे रॉ मटेरियल अभी प्रोडक्शन वाला निकाल के देगा मेरेको। तो मैं जो आएगी रिक्वायरमेंट आपसे शेयर कर दूंगा।" }, { "ucid": "21112178954044372", "idx": 48, "speaker": "agent", "start_s": 80.1, "end_s": 81.0, "text_en": "Okay, okay, okay, done.", "text_native": "ठीक है, ठीक है, okay, done." }, { "ucid": "21112178954044372", "idx": 49, "speaker": "customer", "start_s": 81.4, "end_s": 81.8, "text_en": "Thanks.", "text_native": "Thanks." }, { "ucid": "21112178954044372", "idx": 50, "speaker": "customer", "start_s": 82.3, "end_s": 82.6, "text_en": "Okay.", "text_native": "ठीक है।" } ], "steps": [ { "ucid": "21112178954044372", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent identified himself and the company but did not ask for permission to speak, instead launching directly into the reason for the call." }, { "ucid": "21112178954044372", "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 deliver a supply or price hook to create interest, instead moving directly to a discovery-style question." }, { "ucid": "21112178954044372", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "What do you manufacture, Prashant ji?", "comment": "Only 1 of the 6 required discovery questions was asked, failing to uncover crucial details about the customer's business like volume, suppliers, or applications." }, { "ucid": "21112178954044372", "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 proactively pitched. The agent only mentioned 'delivered prices' reactively when asked about pricing." }, { "ucid": "21112178954044372", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Do you have any requirement right now? Which I can help you with?", "comment": "The agent successfully asked about a current requirement and, following the customer's lead, captured key details like thickness (1.8), material (HR), grade (E250), and location (Faridabad)." }, { "ucid": "21112178954044372", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Okay, okay, okay, done.", "comment": "The call ended with a vague agreement for the customer to share requirements later; there was no agent-committed next step like a scheduled callback or a quote." } ], "objections": [], "missed_steps": [ "SL1 Opener & permission", "SL2 Hook (supply/price signal)", "SL3 Discovery (6 Qs)", "SL4 Pitch (2-3 USPs)", "SL6 Closure with next step" ], "objection_phrases_list": [] }