{ "ucid": "34972178298485344", "call_date": "2026-07-02", "start_time": "2026-07-02 15:04:13", "end_time": "2026-07-02 15:05:25", "duration_sec": 72, "campaign": "IS_MFG_HR_HRPO_PM_Opp_Jul26", "disposition": "General Enquiry", "agent": "abhinav gautam", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA929a19ec10816cd4e2163ab7149e5be3.mp3", "dial_status": "", "customer_status": "answered", "agent_status": "answered", "hangup_by": "AgentHangup", "excel_row": 22, "is_test": 0, "raw_payload": "{\"headers\":{\"host\":\"automate.jswone.in\",\"accept\":\"text/plain, application/json, application/*+json, */*\",\"content-type\":\"application/json\",\"content-length\":\"3653\",\"user-agent\":\"Apache-HttpClient/4.5.14 (Java/11.0.31)\",\"accept-encoding\":\"gzip,deflate\",\"x-cloud-trace-context\":\"952ed001fb95b287a697814c2539e64a/8353215321402017661\",\"x-forwarded-proto\":\"https\",\"via\":\"1.1 google\",\"x-forwarded-for\":\"3.111.26.194,34.8.227.186\"},\"params\":{},\"query\":{},\"body\":{\"conversation\":{\"turnwise\":[{\"transcript\":\"नीही।\",\"channel\":1,\"start\":2.199875,\"end\":2.799875},{\"transcript\":\"हैलो हाँ हैलो ल।\",\"channel\":0,\"start\":2.799875,\"end\":5.599875},{\"transcript\":\"हैल ल हलो।\",\"channel\":1,\"start\":4.199875,\"end\":5.599875},{\"transcript\":\"हलेक्सटेंड बताइए।\",\"channel\":0,\"start\":5.999875,\"end\":7.399875},{\"transcript\":\"य कानिं सभी तो।\",\"channel\":1,\"start\":7.799875,\"end\":9.399875},{\"transcript\":\"म नमस्कार सर मैं ेर प्रथम बात कर रहा हूँ जी ए ए टू वॅन।\",\"channel\":0,\"start\":9.999875,\"end\":14.399875},{\"transcript\":\"हाँ हाँ।\",\"channel\":1,\"start\":14.799875,\"end\":15.599875},{\"transcript\":\"सर र हच आर शीआर में कोई डिक्वार्टमेंट होगी इस मतलब आपको ।\",\"channel\":0,\"start\":16.399875,\"end\":20.199875},{\"transcript\":\"नो नोने।\",\"channel\":1,\"start\":16.799875,\"end\":17.599875},{\"transcript\":\"हीकिसमें।\",\"channel\":1,\"start\":19.799875,\"end\":20.599875},{\"transcript\":\"अच अच्छा ार।\",\"channel\":0,\"start\":20.799875,\"end\":22.599875},{\"transcript\":\"ए एेच आर शेर में तो अभी नहीं है लेकिन सी चैनल में।\",\"channel\":1,\"start\":23.599875,\"end\":26.999875},{\"transcript\":\"ीीसी एन में है भी आपको रेक्वियरेमेंट।\",\"channel\":0,\"start\":27.799875,\"end\":29.799875},{\"transcript\":\"हाँ हाँ है।\",\"channel\":1,\"start\":30.199875,\"end\":31.199875},{\"transcript\":\"नी तो आप मुझे स कर दू अगर रिपार्मेंट अगर आप मैं क्ोडेशन परवर्ड कर देता हूँ गर रेट ऑटा हाँ।\",\"channel\":0,\"start\":30.599875,\"end\":36.999875},{\"transcript\":\"हा कहाँ पे शेव करना है मुझे बता सकते हैं।\",\"channel\":1,\"start\":34.799875,\"end\":38.999875},{\"transcript\":\"वव्हाट्सएप पे म मव्हाट्सएप पे डाल दीगि आप।\",\"channel\":0,\"start\":37.799875,\"end\":41.199875},{\"transcript\":\"व व्हाट्सएप नयूरे फाइव सररेट मैं शुरर।\",\"channel\":1,\"start\":39.599875,\"end\":42.399875},{\"transcript\":\"हाँ हाँ।\",\"channel\":0,\"start\":42.999875,\"end\":43.799875},{\"transcript\":\"हा चलेगा जी।\",\"channel\":1,\"start\":43.199875,\"end\":44.799875},{\"transcript\":\"ठीक ठीक है ओके।\",\"channel\":0,\"start\":44.399875,\"end\":45.389875},{\"transcript\":\"ओक।\",\"channel\":1,\"start\":48.999875,\"end\":49.589875}]},\"process_type\":\"postprocess\",\"additional_cdr\":\"{}\",\"spa_details\":\"\",\"reports\":{\"monitorUCID\":34972178298485344,\"custom_report\":null,\"summary\":null,\"topic\":null,\"sentiment\":null,\"cdr\":{\"monitorUCID\":34972178298485344,\"CallDate\":\"2026-07-02\",\"StartTime\":\"2026-07-02 15:04:13\",\"EndTime\":\"2026-07-02 15:05:25\",\"CallDuration\":\"00:01:12\",\"CampaignName\":\"IS_MFG_HR_HRPO_PM_Opp_Jul26\",\"Disposition\":\"General Enquiry\",\"AgentName\":\"abhinav gautam\",\"DialStatus\":\"\",\"CustomerStatus\":\"answered\",\"AgentStatus\":\"answered\",\"HangupBy\":\"AgentHangup\",\"AudioFile\":\"https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA929a19ec10816cd4e2163ab7149e5be3.mp3\"}},\"cdr_meta\":{\"CallDate\":\"2026-07-02\",\"CallStartTime\":\"2026-07-02 15:04:13\",\"CallEndTime\":\"2026-07-02 15:05:25\"}},\"webhookUrl\":\"https://automate.jswone.in/webhook/transcripts\",\"executionMode\":\"production\"}", "audio_path": "/data/audio/34972178298485344__DIA929a19ec10816cd4e2163ab7149e5be3.mp3", "audio_bytes": 157032, "audio_status": "ok", "audio_error": null, "excel_turn_count": 22, "ingested_at": "2026-09-03 08:21:44.614582+00", "audio_secs": 52.344, "source_file": null, "upload_id": null, "audio_permanent": 0, "english_text": "[2s] UNKNOWN: Hello.\n[3s] UNKNOWN: Tell me the location. (Location bataiye.)\n[4s] CUSTOMER: Vivekanand services.\n[5s] AGENT: Yes, hello sir, I am Gautam speaking from JSW One. (जी नमस्कार सर, मैं गौतम बात कर रहा हूं JSW One से।)\n[7s] CUSTOMER: Hmm. (हम्म।)\n[8s] AGENT: Sir, will you have any requirement for HR CR this month? (सर HR CR में कोई रिक्वायरमेंट होगी इस मंथ आपको?)\n[10s] CUSTOMER: In what? (किसमें?)\n[11s] AGENT: In HR CR. (HR CR में।)\n[12s] CUSTOMER: Uh, not in HR CR right now, but there is for C channel. (अं HR CR में तो अभी नहीं है, लेकिन C channel में है।)\n[15s] AGENT: You have a requirement for C channel right now? (C channel में है अभी आपको रिक्वायरमेंट?)\n[16s] CUSTOMER: Yes, I do. (हां है।)\n[17s] AGENT: Then share the requirement with me, if I can provide a quotation if the rate (तो आप मुझे शेयर कर दो अगर रिक्वायरमेंट, अगर मैं कोटेशन प्रोवाइड कर देता हूं अगर रेट)\n[20s] CUSTOMER: Where do I have to share it? (कहां पे शेयर करना है?)\n[21s] AGENT: Send it to me on WhatsApp. (मुझे WhatsApp पे आप भेज दो।)\n[22s] CUSTOMER: Send me a 'hi' on WhatsApp, I will share it. (WhatsApp मुझे hi करिए, मैं शेयर करता हूं।)\n[24s] AGENT: Yes, will that work? (हां, चलेगा?)\n[26s] CUSTOMER: Hmm. (हम्म।)\n[26s] AGENT: Alright, okay sir, thank you. (ठीक है, okay sir, thank you.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 18, "connected": 1, "audio_notes": "noisy: Significant background noise and crosstalk on the customer's side, especially at the beginning.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "18 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": "customer_led", "pitch_type_source": "campaign_name:medium", "pitch_type_conflict": 0, "pitch_adherence_score": 1.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL1 Opener acknowledges platform submission\", \"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "When a customer mentions a new requirement like 'C channel', ask for basic specs like size and quantity on the call before moving to WhatsApp.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "wrong_product", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 1, "material_detected": "C channel", "catalogue_status": "not_available", "quality_flags_total": 2, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent called to ask about HR/CR requirements. The customer stated they had no need for HR/CR but required C channel. The agent did not probe for details, instead asking the customer to share the requirement on WhatsApp, and the call ended on that agreement.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent opened with a generic requirement check, not by referencing a platform submission or the customer's inquiry.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The agent did not revalidate any fields from a prior submission; the conversation immediately pivoted to a new product.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked about the customer's business, usage, or procurement habits for the new requirement.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not provide a price or a timeline for a quote, only agreeing to connect on WhatsApp to receive the requirement.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, will you have any requirement for HR CR this month?\", \"comment\": \"The agent did not pitch any products or USPs, thus avoiding any unnecessary re-pitching.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer mentions a new requirement like 'C channel', ask for basic specs like size and quantity on the call before moving to WhatsApp.\", \"segment_detected\": \"wrong_product\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": true, \"material_detected\": \"C channel\", \"catalogue_status\": \"not_available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent called to ask about HR/CR requirements. The customer stated they had no need for HR/CR but required C channel. The agent did not probe for details, instead asking the customer to share the requirement on WhatsApp, and the call ended on that agreement.\"}", "error": null, "latency_ms": 42699, "input_tokens": 3056, "output_tokens": 639, "created_at": "2026-09-03 09:24:26", "sentiment": "positive", "sentiment_score": 0.478, "sentiment_confidence": "high", "pos": 10, "neg": 0, "lex_hits": 6, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.604, "agent_talk_sec": 13.6, "customer_talk_sec": 8.9, "dead_air_sec": 49.5, "longest_monologue_sec": 3.0, "agent_wpm": 277.9, "interruptions": 0, "agent_turns": 8, "customer_turns": 8, "discovery_qs": 3, "words_agent": 63, "words_customer": 39, "monologue_heavy": 0, "turns": [ { "ucid": "34972178298485344", "idx": 0, "speaker": "unknown", "start_s": 1.89, "end_s": 2.39, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178298485344", "idx": 1, "speaker": "unknown", "start_s": 2.8, "end_s": 3.55, "text_en": "Tell me the location.", "text_native": "Location bataiye." }, { "ucid": "34972178298485344", "idx": 2, "speaker": "customer", "start_s": 3.75, "end_s": 4.88, "text_en": "Vivekanand services.", "text_native": "Vivekanand services." }, { "ucid": "34972178298485344", "idx": 3, "speaker": "agent", "start_s": 5.0, "end_s": 7.21, "text_en": "Yes, hello sir, I am Gautam speaking from JSW One.", "text_native": "जी नमस्कार सर, मैं गौतम बात कर रहा हूं JSW One से।" }, { "ucid": "34972178298485344", "idx": 4, "speaker": "customer", "start_s": 7.21, "end_s": 7.61, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "34972178298485344", "idx": 5, "speaker": "agent", "start_s": 7.84, "end_s": 9.98, "text_en": "Sir, will you have any requirement for HR CR this month?", "text_native": "सर HR CR में कोई रिक्वायरमेंट होगी इस मंथ आपको?" }, { "ucid": "34972178298485344", "idx": 6, "speaker": "customer", "start_s": 10.01, "end_s": 10.7, "text_en": "In what?", "text_native": "किसमें?" }, { "ucid": "34972178298485344", "idx": 7, "speaker": "agent", "start_s": 10.7, "end_s": 11.8, "text_en": "In HR CR.", "text_native": "HR CR में।" }, { "ucid": "34972178298485344", "idx": 8, "speaker": "customer", "start_s": 12.14, "end_s": 14.8, "text_en": "Uh, not in HR CR right now, but there is for C channel.", "text_native": "अं HR CR में तो अभी नहीं है, लेकिन C channel में है।" }, { "ucid": "34972178298485344", "idx": 9, "speaker": "agent", "start_s": 14.8, "end_s": 16.24, "text_en": "You have a requirement for C channel right now?", "text_native": "C channel में है अभी आपको रिक्वायरमेंट?" }, { "ucid": "34972178298485344", "idx": 10, "speaker": "customer", "start_s": 16.3, "end_s": 16.8, "text_en": "Yes, I do.", "text_native": "हां है।" }, { "ucid": "34972178298485344", "idx": 11, "speaker": "agent", "start_s": 17.0, "end_s": 20.0, "text_en": "Then share the requirement with me, if I can provide a quotation if the rate", "text_native": "तो आप मुझे शेयर कर दो अगर रिक्वायरमेंट, अगर मैं कोटेशन प्रोवाइड कर देता हूं अगर रेट" }, { "ucid": "34972178298485344", "idx": 12, "speaker": "customer", "start_s": 20.0, "end_s": 21.2, "text_en": "Where do I have to share it?", "text_native": "कहां पे शेयर करना है?" }, { "ucid": "34972178298485344", "idx": 13, "speaker": "agent", "start_s": 21.2, "end_s": 22.5, "text_en": "Send it to me on WhatsApp.", "text_native": "मुझे WhatsApp पे आप भेज दो।" }, { "ucid": "34972178298485344", "idx": 14, "speaker": "customer", "start_s": 22.5, "end_s": 24.5, "text_en": "Send me a 'hi' on WhatsApp, I will share it.", "text_native": "WhatsApp मुझे hi करिए, मैं शेयर करता हूं।" }, { "ucid": "34972178298485344", "idx": 15, "speaker": "agent", "start_s": 24.5, "end_s": 25.5, "text_en": "Yes, will that work?", "text_native": "हां, चलेगा?" }, { "ucid": "34972178298485344", "idx": 16, "speaker": "customer", "start_s": 25.5, "end_s": 25.8, "text_en": "Hmm.", "text_native": "हम्म।" }, { "ucid": "34972178298485344", "idx": 17, "speaker": "agent", "start_s": 25.8, "end_s": 27.2, "text_en": "Alright, okay sir, thank you.", "text_native": "ठीक है, okay sir, thank you." } ], "steps": [ { "ucid": "34972178298485344", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent opened with a generic requirement check, not by referencing a platform submission or the customer's inquiry." }, { "ucid": "34972178298485344", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The agent did not revalidate any fields from a prior submission; the conversation immediately pivoted to a new product." }, { "ucid": "34972178298485344", "step_id": "CL3", "step_name": "Discovery (5 Qs, woven naturally)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "No discovery questions were asked about the customer's business, usage, or procurement habits for the new requirement." }, { "ucid": "34972178298485344", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not provide a price or a timeline for a quote, only agreeing to connect on WhatsApp to receive the requirement." }, { "ucid": "34972178298485344", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, will you have any requirement for HR CR this month?", "comment": "The agent did not pitch any products or USPs, thus avoiding any unnecessary re-pitching." } ], "objections": [], "missed_steps": [ "CL1 Opener acknowledges platform submission", "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }