{ "ucid": "34972178307226572", "call_date": "2026-07-03", "start_time": "2026-07-03 15:21:05", "end_time": "2026-07-03 15:22:00", "duration_sec": 55, "campaign": "IS_MFG_HR_HRPO_PM_Opp_Jul26", "disposition": "General Enquiry", "agent": "Rohit Mishra", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1da949320f697e1b3a1374faf9be6e50.mp3", "dial_status": "", "customer_status": "answered", "agent_status": "answered", "hangup_by": "AgentHangup", "excel_row": 272, "is_test": 0, "raw_payload": "{\"headers\":{\"host\":\"automate.jswone.in\",\"accept\":\"text/plain, application/json, application/*+json, */*\",\"content-type\":\"application/json\",\"content-length\":\"1366\",\"user-agent\":\"Apache-HttpClient/4.5.14 (Java/11.0.31)\",\"accept-encoding\":\"gzip,deflate\",\"x-cloud-trace-context\":\"83734c8f0dbd830c76d95374962de59a/739376215586744989\",\"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\":\"hello\",\"channel\":0,\"start\":1.799875,\"end\":2.599875},{\"transcript\":\"response hi this nai engineering works\",\"channel\":0,\"start\":3.799875,\"end\":8.999875},{\"transcript\":\"yes good afternoon rovit this site from ghw mumbai\",\"channel\":0,\"start\":9.999875,\"end\":13.799875},{\"transcript\":\"oh is there a save\",\"channel\":1,\"start\":14.199875,\"end\":15.999875},{\"transcript\":\"is english hindi\",\"channel\":0,\"start\":16.999875,\"end\":18.999875},{\"transcript\":\"tamil naya ti actually okay one of my team members will reach out okay\",\"channel\":0,\"start\":21.399875,\"end\":28.399875}]},\"process_type\":\"postprocess\",\"additional_cdr\":\"{}\",\"spa_details\":\"\",\"reports\":{\"monitorUCID\":34972178307226572,\"custom_report\":null,\"summary\":null,\"topic\":null,\"sentiment\":null,\"cdr\":{\"monitorUCID\":34972178307226572,\"CallDate\":\"2026-07-03\",\"StartTime\":\"2026-07-03 15:21:05\",\"EndTime\":\"2026-07-03 15:22:00\",\"CallDuration\":\"00:00:55\",\"CampaignName\":\"IS_MFG_HR_HRPO_PM_Opp_Jul26\",\"Disposition\":\"General Enquiry\",\"AgentName\":\"Rohit Mishra\",\"DialStatus\":\"\",\"CustomerStatus\":\"answered\",\"AgentStatus\":\"answered\",\"HangupBy\":\"AgentHangup\",\"AudioFile\":\"https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1da949320f697e1b3a1374faf9be6e50.mp3\"}},\"cdr_meta\":{\"CallDate\":\"2026-07-03\",\"CallStartTime\":\"2026-07-03 15:21:05\",\"CallEndTime\":\"2026-07-03 15:22:00\"}},\"webhookUrl\":\"https://automate.jswone.in/webhook/transcripts\",\"executionMode\":\"production\"}", "audio_path": "/data/audio/34972178307226572__DIA1da949320f697e1b3a1374faf9be6e50.mp3", "audio_bytes": 91152, "audio_status": "ok", "audio_error": null, "excel_turn_count": 6, "ingested_at": "2026-09-03 08:21:44.614582+00", "audio_secs": 30.384, "source_file": null, "upload_id": null, "audio_permanent": 0, "english_text": "[1s] CUSTOMER: Hello.\n[1s] AGENT: Hello.\n[2s] CUSTOMER: Yes. (Ha.)\n[2s] AGENT: Alphonse, hi. Is this for Annai Engineering Works?\n[5s] CUSTOMER: Yes sir. (Ha sir.)\n[6s] AGENT: Yes, good afternoon. Rohit this side from JSW Mumbai.\n[9s] CUSTOMER: Ah, yes sir, yes sir.\n[12s] AGENT: Yes, English, Hindi?\n[13s] CUSTOMER: English sir, Tamil sir, speak in Tamil sir. (இங்கிலீஷ் சார், தமிழ் சார், தமிழ் பேசுங்க சார்.)\n[15s] AGENT: I don't know Tamil, actually. (Tamil nahi aati actually.)\n[17s] AGENT: Okay, one of my team members will reach you out, okay?\n[19s] CUSTOMER: Okay sir.", "language": "English", "languages": "[\"English\", \"Tamil\", \"Hindi\"]", "turn_count": 12, "connected": 1, "audio_notes": "clear: Some background chatter is audible on the customer's side.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "12 turns, clean transcript (0% inaudible)", "band_language": "English", "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": 3.0, "pitch_score_band": "red", "pitch_missed_steps": "[\"CL2 Revalidate every field\", \"CL3 Discovery (5 Qs, woven naturally)\", \"CL4 Closure with price & timeline\"]", "pitch_coaching_note": "Your handling of the language barrier was perfect; you correctly identified the issue and arranged a handover without wasting the customer's time.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "manufacturing", "mfg_flag": 0, "geo_flag": 1, "geo_reason": "language_barrier", "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "unknown", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent initiated the call and confirmed the customer's company. The customer requested to speak in Tamil, which the agent could not. The agent correctly stated that a Tamil-speaking team member would call back and ended the call.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"CL1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Alphonse, hi. Is this for Annai Engineering Works?\", \"comment\": \"The agent correctly confirmed the customer's company name from the platform lead.\"}, {\"step_id\": \"CL2\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"The call ended due to a language barrier before any requirement fields could be revalidated.\"}, {\"step_id\": \"CL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"No discovery questions were asked as the call was terminated early due to a language mismatch.\"}, {\"step_id\": \"CL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call did not progress to the closure stage; no price or timeline was discussed.\"}, {\"step_id\": \"CL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"AGENT: Okay, one of my team members will reach you out, okay?\", \"comment\": \"The agent did not re-pitch the portfolio, correctly moving to hand over the call when the language barrier was identified.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"Your handling of the language barrier was perfect; you correctly identified the issue and arranged a handover without wasting the customer's time.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": true, \"geo_reason\": \"language_barrier\", \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"unknown\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [], \"call_summary\": \"The agent initiated the call and confirmed the customer's company. The customer requested to speak in Tamil, which the agent could not. The agent correctly stated that a Tamil-speaking team member would call back and ended the call.\"}", "error": null, "latency_ms": 19947, "input_tokens": 2819, "output_tokens": 623, "created_at": "2026-09-03 09:48:57", "sentiment": "positive", "sentiment_score": 0.2, "sentiment_confidence": "high", "pos": 1, "neg": 0, "lex_hits": 2, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.606, "agent_talk_sec": 10.0, "customer_talk_sec": 6.5, "dead_air_sec": 38.5, "longest_monologue_sec": 3.5, "agent_wpm": 222.0, "interruptions": 0, "agent_turns": 6, "customer_turns": 6, "discovery_qs": 3, "words_agent": 37, "words_customer": 19, "monologue_heavy": 0, "turns": [ { "ucid": "34972178307226572", "idx": 0, "speaker": "customer", "start_s": 0.59, "end_s": 1.03, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178307226572", "idx": 1, "speaker": "agent", "start_s": 1.25, "end_s": 1.61, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "34972178307226572", "idx": 2, "speaker": "customer", "start_s": 1.88, "end_s": 2.15, "text_en": "Yes.", "text_native": "Ha." }, { "ucid": "34972178307226572", "idx": 3, "speaker": "agent", "start_s": 2.44, "end_s": 5.21, "text_en": "Alphonse, hi. Is this for Annai Engineering Works?", "text_native": "Alphonse, hi. Is this for Annai Engineering Works?" }, { "ucid": "34972178307226572", "idx": 4, "speaker": "customer", "start_s": 5.36, "end_s": 5.78, "text_en": "Yes sir.", "text_native": "Ha sir." }, { "ucid": "34972178307226572", "idx": 5, "speaker": "agent", "start_s": 5.99, "end_s": 8.51, "text_en": "Yes, good afternoon. Rohit this side from JSW Mumbai.", "text_native": "Yes, good afternoon. Rohit this side from JSW Mumbai." }, { "ucid": "34972178307226572", "idx": 6, "speaker": "customer", "start_s": 8.81, "end_s": 11.51, "text_en": "Ah, yes sir, yes sir.", "text_native": "Ah, yes sir, yes sir." }, { "ucid": "34972178307226572", "idx": 7, "speaker": "agent", "start_s": 11.81, "end_s": 12.64, "text_en": "Yes, English, Hindi?", "text_native": "Yes, English, Hindi?" }, { "ucid": "34972178307226572", "idx": 8, "speaker": "customer", "start_s": 12.78, "end_s": 14.81, "text_en": "English sir, Tamil sir, speak in Tamil sir.", "text_native": "இங்கிலீஷ் சார், தமிழ் சார், தமிழ் பேசுங்க சார்." }, { "ucid": "34972178307226572", "idx": 9, "speaker": "agent", "start_s": 14.99, "end_s": 16.21, "text_en": "I don't know Tamil, actually.", "text_native": "Tamil nahi aati actually." }, { "ucid": "34972178307226572", "idx": 10, "speaker": "agent", "start_s": 16.55, "end_s": 18.81, "text_en": "Okay, one of my team members will reach you out, okay?", "text_native": "Okay, one of my team members will reach you out, okay?" }, { "ucid": "34972178307226572", "idx": 11, "speaker": "customer", "start_s": 18.99, "end_s": 19.59, "text_en": "Okay sir.", "text_native": "Okay sir." } ], "steps": [ { "ucid": "34972178307226572", "step_id": "CL1", "step_name": "Opener acknowledges platform submission", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "AGENT: Alphonse, hi. Is this for Annai Engineering Works?", "comment": "The agent correctly confirmed the customer's company name from the platform lead." }, { "ucid": "34972178307226572", "step_id": "CL2", "step_name": "Revalidate every field", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 0, "evidence": "", "comment": "The call ended due to a language barrier before any requirement fields could be revalidated." }, { "ucid": "34972178307226572", "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 as the call was terminated early due to a language mismatch." }, { "ucid": "34972178307226572", "step_id": "CL4", "step_name": "Closure with price & timeline", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call did not progress to the closure stage; no price or timeline was discussed." }, { "ucid": "34972178307226572", "step_id": "CL5", "step_name": "No unnecessary re-pitching", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "AGENT: Okay, one of my team members will reach you out, okay?", "comment": "The agent did not re-pitch the portfolio, correctly moving to hand over the call when the language barrier was identified." } ], "objections": [], "missed_steps": [ "CL2 Revalidate every field", "CL3 Discovery (5 Qs, woven naturally)", "CL4 Closure with price & timeline" ], "objection_phrases_list": [] }