{ "ucid": "34972178964125371", "call_date": "2026-09-17", "start_time": "2026-09-17 16:04:13", "end_time": "2026-09-17 16:06:58", "duration_sec": 165, "campaign": "IS_MFG_CR_GI_GP_Coated_Sep26", "disposition": "General Enquiry", "agent": "sudeeps", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA1512501c45d43bb295e137a5a2797186.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1518, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/34972178964125371__DIA1512501c45d43bb295e137a5a2797186.mp3", "audio_bytes": 434592, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 144.864, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[0s] CUSTOMER: Hello. (हॅलो.)\n[1s] AGENT: Hello Mr. Atul from Mahesh factory? (हॅलो मिस्टर अतुल का, महेश फॅक्टरी से?)\n[4s] CUSTOMER: Yes, tell me. (हां बोलो।)\n[4s] AGENT: Atul ji, this is Pradip speaking from JSW One, Jindal Steel. (अतुल जी, ये प्रदीप बोल रहा हूं JSW One से, जिंदाल स्टील।)\n[8s] CUSTOMER: Yes, tell me. (हां बोलिए।)\n[8s] AGENT: Uh, your company was registered on our portal for this Mehsana location, Gujarat. This call was regarding your steel requirement. (अह, ये आपका कंपनी रजिस्टर था सर पोर्टल पर अपने for this Mehsana location Gujarat. उसके steel requirement को लेके call up contact था।)\n[14s] AGENT: So do you have any requirement for GP, CR material? (तो ये GP, CR मटेरियल में कुछ रिक्वायरमेंट है आपको?)\n[17s] CUSTOMER: Where are you, where are you calling from, sir? (आप कहां से, कहां से बोल रहे हो सर?)\n[19s] AGENT: Yes, yes, yes, sorry? (जी जी जी, सॉरी?)\n[20s] CUSTOMER: Where are you calling from? (आप कहां से बोल रहे हो?)\n[21s] AGENT: I am calling from JSW, sir, JSW One MSME. (मैं JSW से बोल रहा हूं सर, JSW One MSME.)\n[24s] CUSTOMER: Who do you speak with at JSW? (आपकी किस तरह से बात होती है JSW में?)\n[26s] AGENT: Ankit, Ankit is my team member. Right. Do you speak with Ankit? (अंकित, अंकित ही है मेरे टीम मेंबर। बराबर। आपकी अंकित से बात होती है क्या?)\n[28s] CUSTOMER: Yes, I speak with Ankit bhai, but every time I give my requirement, my rate doesn't get set. (हां अंकित भाई से बात होती है लेकिन हर बार मैं रिक्वायरमेंट डालता हूं लेकिन मेरा रेट सेट नहीं बैठता।)\n[34s] AGENT: Okay, so you get a difference. From our end, the price we give is always on the higher side. (अच्छा, मतलब डिफरेंस आता है आपको। हमारे एंड से, हमारा जो प्राइस आता है वो हायर साइड पे आता है हमेशा।)\n[37s] CUSTOMER: Higher, higher, it's higher every time, sir. (हायर, हायर, हर बार हायर आता है सर।)\n[40s] CUSTOMER: Because of that, I have never been able to make a deal. I have been able to get the rate from you every time, but I have never been able to make a deal. (उसके लिए मैं कभी डील नहीं कर पाया। रेट ले पाया हूं आपसे हर बार, लेकिन डील कभी भी नहीं कर पाया।)\n[44s] AGENT: Okay, I understood, sir. Okay, that's fine. Thank you. (ठीक है, समझ गया सर। ओके, चलेगा। थैंक यू।)\n[47s] CUSTOMER: I have a requirement for point four in 1250 2500 for a package. If you have the best rate, I need two packages of package material right now. (रेट पॉइंट फोर में 1250 2500 में रिक्वायर्ड है पैकेज का। बेस्ट रेट हो तो मेरेको पैकेज मटेरियल हो तो पैकेज में दो पैकेज की रिक्वायर्ड है अभी।)\n[54s] CUSTOMER: WhatsApp me the best rate, sir. If it seems right to me, I will take it. (बेस्ट रेट WhatsApp कर देना सर, अगर जो मेरेको सही रहा तो मैं उठा लूंगा।)\n[58s] AGENT: Tell me the size once, tell me the size again. Zero point? (मेरेको एक बार, मेरेको एक बार साइज बताना वापस। जीरो पॉइंट?)\n[60s] CUSTOMER: 1250, 0.4 1250 2500 CR.\n[64s] AGENT: CR2, right? Or CR1? (CR2 ना? की CR1?)\n[66s] CUSTOMER: Two packages. (दो पैकेज।)\n[67s] AGENT: Two packages. How much should one package be? (दो पैकेज। एक पैकेज कितने का चाहिए?)\n[69s] CUSTOMER: That... 2800, 3 ton, 3200, 3200, 3300, whatever it comes to. (वो 2800, 3 टन, 3200, 3200, 3300 जो भी आता है।)\n[72s] AGENT: Meaning, our package is about three, three to three and a half tons, sir. (मतलब तीन, तीन साढ़े तीन टन का एक पैकेज आता है सर हमारा।)\n[75s] CUSTOMER: Yes, whatever it comes to, sir. (हां जो भी आता है वो सर।)\n[76s] AGENT: Okay. And the delivery will be here, right? One minute. Your Kadi... your Dungri godown, Torando, behind Raja Industries. (ठीक है। और डिलीवरी अपनी यहीं पे रहेगी ना? एक मिनट। अपना कड़ी... अपना डुंगरी गोडाउन, टोरेंडो, बिहाइंड राजा इंडस्ट्रीज।)\n[82s] CUSTOMER: Raja Industries, Kadi. Yes sir. (राजा इंडस्ट्रीज, कड़ी। हां सर।)\n[84s] AGENT: In Mehsana. 382715 is your pincode. (मेहसाणा में। 382715 पिनकोड है आपका।)\n[87s] CUSTOMER: Yes. (हां।)\n[87s] AGENT: Okay. What do you do, sir? I mean, is yours a trading company or do you manufacture something? (ठीक। क्या करते हो सर आप ये मतलब ट्रेडिंग का कंपनी आपका की कुछ बनाते हो आप?)\n[91s] CUSTOMER: I am a manufacturer, sir. (मैं मैन्युफैक्चरर हूं सर।)\n[92s] AGENT: What do you make, sir? (क्या बनाते हो सर आप?)\n[93s] CUSTOMER: I make almirahs (cupboards). (अलमारी बनाता हूं।)\n[94s] AGENT: You make almirahs. Meaning, yours is a steel furniture grade. (अलमारी बनाते हो। मतलब स्टील फर्नीचर का ग्रेड है आपका।)\n[96s] CUSTOMER: Yes. (हां।)\n[97s] AGENT: Okay. Alright, I will check and let you know once what can be done for this, sir. Okay? (ओके। ठीक है, मैं चेक करके आपको एक बार बता देता हूं सर इसका क्या हो जाएगा। ओके?)\n[101s] CUSTOMER: Okay. (ठीक है।)\n[102s] AGENT: Okay. (ठीक।)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 41, "connected": 1, "audio_notes": "clear: Some background noise is present on the customer's side, but it does not significantly impact transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "41 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": 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 a customer says our price is always high, you must not agree; instead, you must counter by asking to compare the total landed cost, not just the base price.", "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": null, "agent_committed_date": null, "call_summary": "The customer, a steel furniture manufacturer, immediately raised a past objection that JSW's prices are consistently too high. Despite this, they provided a specific requirement for two packages (~6-7 MT) of CR steel. The agent captured the requirement details but failed to handle the price objection or commit to a firm next step, ending with a vague promise to check and revert.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not ask for permission to speak, jumping directly into the reason for the call.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The agent did not lead with a supply or price hook, instead asking a generic question about requirements.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 2, \"evidence\": \"What do you make, sir?\", \"comment\": \"Agent only asked what the customer manufactures and the end application, missing 4 of the 6 required discovery questions.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No USPs were pitched, even after the customer raised a direct and repeated objection about price.\"}, {\"step_id\": \"SL5\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Tell me the size once, tell me the size again. Zero point?\", \"comment\": \"Agent successfully captured the specific material, dimensions, quantity, and delivery location for the customer's requirement.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"Alright, I will check and let you know once what can be done for this, sir. Okay?\", \"comment\": \"The next step was vague and non-committal, with no specific turnaround time for a quote or callback.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer says our price is always high, you must not agree; instead, you must counter by asking to compare the total landed cost, not just the base price.\", \"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\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"every time I give my requirement, my rate doesn't get set. ... Higher, higher, it's higher every time, sir.\", \"response\": \"Okay, I understood, sir. Okay, that's fine. Thank you.\"}, {\"obj_type\": \"send_price_will_think\", \"state\": \"mishandled\", \"evidence\": \"WhatsApp me the best rate, sir. If it seems right to me, I will take it.\", \"response\": \"Alright, I will check and let you know once what can be done for this, sir.\"}], \"call_summary\": \"The customer, a steel furniture manufacturer, immediately raised a past objection that JSW's prices are consistently too high. Despite this, they provided a specific requirement for two packages (~6-7 MT) of CR steel. The agent captured the requirement details but failed to handle the price objection or commit to a firm next step, ending with a vague promise to check and revert.\"}", "error": null, "latency_ms": 41000, "input_tokens": 4138, "output_tokens": 920, "created_at": "2026-09-25 12:01:26", "sentiment": "positive", "sentiment_score": 0.371, "sentiment_confidence": "high", "pos": 3, "neg": 0, "lex_hits": 5, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.565, "agent_talk_sec": 50.7, "customer_talk_sec": 39.1, "dead_air_sec": 75.2, "longest_monologue_sec": 8.5, "agent_wpm": 254.4, "interruptions": 0, "agent_turns": 20, "customer_turns": 21, "discovery_qs": 13, "words_agent": 215, "words_customer": 173, "monologue_heavy": 0, "turns": [ { "ucid": "34972178964125371", "idx": 0, "speaker": "customer", "start_s": 0.5, "end_s": 0.9, "text_en": "Hello.", "text_native": "हॅलो." }, { "ucid": "34972178964125371", "idx": 1, "speaker": "agent", "start_s": 1.4, "end_s": 3.4, "text_en": "Hello Mr. Atul from Mahesh factory?", "text_native": "हॅलो मिस्टर अतुल का, महेश फॅक्टरी से?" }, { "ucid": "34972178964125371", "idx": 2, "speaker": "customer", "start_s": 3.7, "end_s": 4.1, "text_en": "Yes, tell me.", "text_native": "हां बोलो।" }, { "ucid": "34972178964125371", "idx": 3, "speaker": "agent", "start_s": 4.2, "end_s": 7.2, "text_en": "Atul ji, this is Pradip speaking from JSW One, Jindal Steel.", "text_native": "अतुल जी, ये प्रदीप बोल रहा हूं JSW One से, जिंदाल स्टील।" }, { "ucid": "34972178964125371", "idx": 4, "speaker": "customer", "start_s": 7.5, "end_s": 7.9, "text_en": "Yes, tell me.", "text_native": "हां बोलिए।" }, { "ucid": "34972178964125371", "idx": 5, "speaker": "agent", "start_s": 8.3, "end_s": 14.0, "text_en": "Uh, your company was registered on our portal for this Mehsana location, Gujarat. This call was regarding your steel requirement.", "text_native": "अह, ये आपका कंपनी रजिस्टर था सर पोर्टल पर अपने for this Mehsana location Gujarat. उसके steel requirement को लेके call up contact था।" }, { "ucid": "34972178964125371", "idx": 6, "speaker": "agent", "start_s": 14.0, "end_s": 16.8, "text_en": "So do you have any requirement for GP, CR material?", "text_native": "तो ये GP, CR मटेरियल में कुछ रिक्वायरमेंट है आपको?" }, { "ucid": "34972178964125371", "idx": 7, "speaker": "customer", "start_s": 17.3, "end_s": 18.9, "text_en": "Where are you, where are you calling from, sir?", "text_native": "आप कहां से, कहां से बोल रहे हो सर?" }, { "ucid": "34972178964125371", "idx": 8, "speaker": "agent", "start_s": 19.2, "end_s": 19.8, "text_en": "Yes, yes, yes, sorry?", "text_native": "जी जी जी, सॉरी?" }, { "ucid": "34972178964125371", "idx": 9, "speaker": "customer", "start_s": 20.4, "end_s": 21.2, "text_en": "Where are you calling from?", "text_native": "आप कहां से बोल रहे हो?" }, { "ucid": "34972178964125371", "idx": 10, "speaker": "agent", "start_s": 21.4, "end_s": 23.6, "text_en": "I am calling from JSW, sir, JSW One MSME.", "text_native": "मैं JSW से बोल रहा हूं सर, JSW One MSME." }, { "ucid": "34972178964125371", "idx": 11, "speaker": "customer", "start_s": 23.7, "end_s": 25.5, "text_en": "Who do you speak with at JSW?", "text_native": "आपकी किस तरह से बात होती है JSW में?" }, { "ucid": "34972178964125371", "idx": 12, "speaker": "agent", "start_s": 25.8, "end_s": 28.4, "text_en": "Ankit, Ankit is my team member. Right. Do you speak with Ankit?", "text_native": "अंकित, अंकित ही है मेरे टीम मेंबर। बराबर। आपकी अंकित से बात होती है क्या?" }, { "ucid": "34972178964125371", "idx": 13, "speaker": "customer", "start_s": 28.5, "end_s": 33.2, "text_en": "Yes, I speak with Ankit bhai, but every time I give my requirement, my rate doesn't get set.", "text_native": "हां अंकित भाई से बात होती है लेकिन हर बार मैं रिक्वायरमेंट डालता हूं लेकिन मेरा रेट सेट नहीं बैठता।" }, { "ucid": "34972178964125371", "idx": 14, "speaker": "agent", "start_s": 33.6, "end_s": 37.3, "text_en": "Okay, so you get a difference. From our end, the price we give is always on the higher side.", "text_native": "अच्छा, मतलब डिफरेंस आता है आपको। हमारे एंड से, हमारा जो प्राइस आता है वो हायर साइड पे आता है हमेशा।" }, { "ucid": "34972178964125371", "idx": 15, "speaker": "customer", "start_s": 37.4, "end_s": 39.3, "text_en": "Higher, higher, it's higher every time, sir.", "text_native": "हायर, हायर, हर बार हायर आता है सर।" }, { "ucid": "34972178964125371", "idx": 16, "speaker": "customer", "start_s": 39.7, "end_s": 44.0, "text_en": "Because of that, I have never been able to make a deal. I have been able to get the rate from you every time, but I have never been able to make a deal.", "text_native": "उसके लिए मैं कभी डील नहीं कर पाया। रेट ले पाया हूं आपसे हर बार, लेकिन डील कभी भी नहीं कर पाया।" }, { "ucid": "34972178964125371", "idx": 17, "speaker": "agent", "start_s": 44.4, "end_s": 46.5, "text_en": "Okay, I understood, sir. Okay, that's fine. Thank you.", "text_native": "ठीक है, समझ गया सर। ओके, चलेगा। थैंक यू।" }, { "ucid": "34972178964125371", "idx": 18, "speaker": "customer", "start_s": 46.9, "end_s": 54.2, "text_en": "I have a requirement for point four in 1250 2500 for a package. If you have the best rate, I need two packages of package material right now.", "text_native": "रेट पॉइंट फोर में 1250 2500 में रिक्वायर्ड है पैकेज का। बेस्ट रेट हो तो मेरेको पैकेज मटेरियल हो तो पैकेज में दो पैकेज की रिक्वायर्ड है अभी।" }, { "ucid": "34972178964125371", "idx": 19, "speaker": "customer", "start_s": 54.5, "end_s": 57.8, "text_en": "WhatsApp me the best rate, sir. If it seems right to me, I will take it.", "text_native": "बेस्ट रेट WhatsApp कर देना सर, अगर जो मेरेको सही रहा तो मैं उठा लूंगा।" }, { "ucid": "34972178964125371", "idx": 20, "speaker": "agent", "start_s": 58.0, "end_s": 60.2, "text_en": "Tell me the size once, tell me the size again. Zero point?", "text_native": "मेरेको एक बार, मेरेको एक बार साइज बताना वापस। जीरो पॉइंट?" }, { "ucid": "34972178964125371", "idx": 21, "speaker": "customer", "start_s": 60.2, "end_s": 63.4, "text_en": "1250, 0.4 1250 2500 CR.", "text_native": "1250, 0.4 1250 2500 CR." }, { "ucid": "34972178964125371", "idx": 22, "speaker": "agent", "start_s": 63.9, "end_s": 65.2, "text_en": "CR2, right? Or CR1?", "text_native": "CR2 ना? की CR1?" }, { "ucid": "34972178964125371", "idx": 23, "speaker": "customer", "start_s": 65.9, "end_s": 66.5, "text_en": "Two packages.", "text_native": "दो पैकेज।" }, { "ucid": "34972178964125371", "idx": 24, "speaker": "agent", "start_s": 66.9, "end_s": 68.4, "text_en": "Two packages. How much should one package be?", "text_native": "दो पैकेज। एक पैकेज कितने का चाहिए?" }, { "ucid": "34972178964125371", "idx": 25, "speaker": "customer", "start_s": 68.7, "end_s": 72.0, "text_en": "That... 2800, 3 ton, 3200, 3200, 3300, whatever it comes to.", "text_native": "वो 2800, 3 टन, 3200, 3200, 3300 जो भी आता है।" }, { "ucid": "34972178964125371", "idx": 26, "speaker": "agent", "start_s": 72.0, "end_s": 74.8, "text_en": "Meaning, our package is about three, three to three and a half tons, sir.", "text_native": "मतलब तीन, तीन साढ़े तीन टन का एक पैकेज आता है सर हमारा।" }, { "ucid": "34972178964125371", "idx": 27, "speaker": "customer", "start_s": 74.9, "end_s": 75.9, "text_en": "Yes, whatever it comes to, sir.", "text_native": "हां जो भी आता है वो सर।" }, { "ucid": "34972178964125371", "idx": 28, "speaker": "agent", "start_s": 76.2, "end_s": 82.4, "text_en": "Okay. And the delivery will be here, right? One minute. Your Kadi... your Dungri godown, Torando, behind Raja Industries.", "text_native": "ठीक है। और डिलीवरी अपनी यहीं पे रहेगी ना? एक मिनट। अपना कड़ी... अपना डुंगरी गोडाउन, टोरेंडो, बिहाइंड राजा इंडस्ट्रीज।" }, { "ucid": "34972178964125371", "idx": 29, "speaker": "customer", "start_s": 82.4, "end_s": 83.9, "text_en": "Raja Industries, Kadi. Yes sir.", "text_native": "राजा इंडस्ट्रीज, कड़ी। हां सर।" }, { "ucid": "34972178964125371", "idx": 30, "speaker": "agent", "start_s": 84.2, "end_s": 86.5, "text_en": "In Mehsana. 382715 is your pincode.", "text_native": "मेहसाणा में। 382715 पिनकोड है आपका।" }, { "ucid": "34972178964125371", "idx": 31, "speaker": "customer", "start_s": 86.8, "end_s": 87.1, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "34972178964125371", "idx": 32, "speaker": "agent", "start_s": 87.4, "end_s": 90.6, "text_en": "Okay. What do you do, sir? I mean, is yours a trading company or do you manufacture something?", "text_native": "ठीक। क्या करते हो सर आप ये मतलब ट्रेडिंग का कंपनी आपका की कुछ बनाते हो आप?" }, { "ucid": "34972178964125371", "idx": 33, "speaker": "customer", "start_s": 90.7, "end_s": 91.6, "text_en": "I am a manufacturer, sir.", "text_native": "मैं मैन्युफैक्चरर हूं सर।" }, { "ucid": "34972178964125371", "idx": 34, "speaker": "agent", "start_s": 91.9, "end_s": 92.5, "text_en": "What do you make, sir?", "text_native": "क्या बनाते हो सर आप?" }, { "ucid": "34972178964125371", "idx": 35, "speaker": "customer", "start_s": 92.8, "end_s": 93.6, "text_en": "I make almirahs (cupboards).", "text_native": "अलमारी बनाता हूं।" }, { "ucid": "34972178964125371", "idx": 36, "speaker": "agent", "start_s": 93.9, "end_s": 96.1, "text_en": "You make almirahs. Meaning, yours is a steel furniture grade.", "text_native": "अलमारी बनाते हो। मतलब स्टील फर्नीचर का ग्रेड है आपका।" }, { "ucid": "34972178964125371", "idx": 37, "speaker": "customer", "start_s": 96.2, "end_s": 96.4, "text_en": "Yes.", "text_native": "हां।" }, { "ucid": "34972178964125371", "idx": 38, "speaker": "agent", "start_s": 96.8, "end_s": 100.2, "text_en": "Okay. Alright, I will check and let you know once what can be done for this, sir. Okay?", "text_native": "ओके। ठीक है, मैं चेक करके आपको एक बार बता देता हूं सर इसका क्या हो जाएगा। ओके?" }, { "ucid": "34972178964125371", "idx": 39, "speaker": "customer", "start_s": 100.6, "end_s": 101.0, "text_en": "Okay.", "text_native": "ठीक है।" }, { "ucid": "34972178964125371", "idx": 40, "speaker": "agent", "start_s": 101.6, "end_s": 101.9, "text_en": "Okay.", "text_native": "ठीक।" } ], "steps": [ { "ucid": "34972178964125371", "step_id": "SL1", "step_name": "Opener & permission", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The agent did not ask for permission to speak, jumping directly into the reason for the call." }, { "ucid": "34972178964125371", "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 lead with a supply or price hook, instead asking a generic question about requirements." }, { "ucid": "34972178964125371", "step_id": "SL3", "step_name": "Discovery (6 Qs)", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": 2, "evidence": "What do you make, sir?", "comment": "Agent only asked what the customer manufactures and the end application, missing 4 of the 6 required discovery questions." }, { "ucid": "34972178964125371", "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 pitched, even after the customer raised a direct and repeated objection about price." }, { "ucid": "34972178964125371", "step_id": "SL5", "step_name": "Qualify", "weight": 2.0, "result": "pass", "earned": 2.0, "questions_hit": null, "evidence": "Tell me the size once, tell me the size again. Zero point?", "comment": "Agent successfully captured the specific material, dimensions, quantity, and delivery location for the customer's requirement." }, { "ucid": "34972178964125371", "step_id": "SL6", "step_name": "Closure with next step", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "Alright, I will check and let you know once what can be done for this, sir. Okay?", "comment": "The next step was vague and non-committal, with no specific turnaround time for a quote or callback." } ], "objections": [ { "ucid": "34972178964125371", "obj_type": "price", "state": "mishandled", "evidence": "every time I give my requirement, my rate doesn't get set. ... Higher, higher, it's higher every time, sir.", "response": "Okay, I understood, sir. Okay, that's fine. Thank you." }, { "ucid": "34972178964125371", "obj_type": "send_price_will_think", "state": "mishandled", "evidence": "WhatsApp me the best rate, sir. If it seems right to me, I will take it.", "response": "Alright, I will check and let you know once what can be done for this, sir." } ], "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": [] }