JSWOzonetel · Call Analysis

How customers sounded the customer's mood, not the outcome and not a rep score

Positive
813
38.3% of scored calls
Neutral
654
30.8%
Negative
658
31.0%
Mean score
+0.04
−1 angry · 0 neutral · +1 warm
Not scored
256
no conversation to read
Negative: 658 (27.6%) Neutral: 654 (27.5%) Positive: 813 (34.1%) n/a — no conversation: 256 (10.8%)
Negative 658 27.6% Neutral 654 27.5% Positive 813 34.1% n/a — no conversation 256 10.8%
Confidence: 2058 high · 67 medium · 0 low. Confidence is saturated and currently tells you nothing — the green band's base confidence (0.85) already sits above the "high" threshold (0.75), so every clear call reports high whatever the evidence. Fixing it means changing a number in call-sentiment-rules.md, which is a business decision.

Resistance converted the highest-value coaching examples in the book

Calls where the customer pushed back and the rep still ended it warmly. These are what good objection handling looks like — show them to the floor.

CallAgentObjectionSentimentWhat happened
211121785828… Kartikey Chauhan send_price_will_think +0.86 The agent connected with a high-potential manufacturing lead in Bangalore (Mysore Dryer Tech). The customer wa
211121788349… Kartikey Chauhan price +0.79 The customer, a manufacturer of ceiling components, called to inquire about GI coils for a new plant being set
211121788501… Aditya Pandey just_registered_to_check +0.77 The customer, who had registered on the platform, was looking for pipes, sandwich panels, TMT bars, and roofin
211121789453… Jeevan Jeejo credit +0.77 The customer, a fabricator, confirmed a requirement but immediately raised concerns about payment terms and tr
211121789452… Aditya Pandey price +0.76 The customer, a processor in Kanpur, proactively requested rates for specific HR coil sizes. The agent initial
211121788930… Ronak Mehta send_price_will_think +0.73 The customer responded to a platform inquiry for a small quantity of HRPO. The agent identified the initial qu
211121788860… Aditya Pandey send_price_will_think +0.66 The customer, a knowledgeable manufacturer, has a future requirement for 5 tons of 3.2mm HR steel in 15-20 day
211121788860… Aditya Pandey incumbent_supplier +0.66 The customer, a knowledgeable manufacturer, has a future requirement for 5 tons of 3.2mm HR steel in 15-20 day
211121789022… dhruv incumbent_supplier +0.64 The agent spoke with a manufacturer who is currently buying HR material from Tata after a bad quality experien
211121788437… Aditya Pandey price +0.62 The agent spoke with a high-volume manufacturer who uses plates for structural work. The customer immediately
211121788437… Aditya Pandey incumbent_supplier +0.62 The agent spoke with a high-volume manufacturer who uses plates for structural work. The customer immediately
211121788430… Jeevan Jeejo incumbent_supplier +0.61 The customer was highly proactive, immediately asking how to purchase and raising a past issue with stock avai

Objections left unanswered a raised objection with no reply is a coaching flag

CallAgentObjectionSentimentCustomer said
211121789551… Jeevan Jeejo credit -0.78 they had mentioned about credit for a certain number of days. That didn't happen either.
211121789551… Jeevan Jeejo price -0.78 the rate in it is not suitable for us... your rate is higher than the credit we take from
211121788514… Kartikey Chauhan price -0.72 No, don't need it, sir. Don't need it.
349721789625… Anupreeti Mahadik incumbent_supplier -0.69 So if we have to buy from a dealer, why was JSW One created? I just don't understand, ma'a
349721789625… Anupreeti Mahadik price -0.69 Ma'am, we do have requirements, but you quote such a rate that we get it in the local mark
211121789557… Sajal Bhaskar price -0.69 No sir, I don't get the right rates from you... we get it at a plus of two or three rupees
211121788942… dhruv price -0.64 Sir, your rate is more expensive than here.
211121789733… Sajal Bhaskar price -0.62 No sir, no requirement at these rates.
349721784632… dhruv price -0.62 No, the price is high for us, brother. We have spoken about it two or three times.
211121788866… sudeeps price -0.60 It's expensive, sir.
211121788866… sudeeps incumbent_supplier -0.60 I had bought the material from Raipur. There is no requirement now, brother.
349721789628… Kartikey Chauhan price -0.58 Sir, your rate, your rate is never suitable. It's available cheaper in the market, it's mo

By disposition does the mood match the outcome the rep logged?

General Enquiry General Enquiry — Negative: 208 of 850 (24%) General Enquiry — Neutral: 328 of 850 (39%) General Enquiry — Positive: 314 of 850 (37%) 850 No_requirement No_requirement — Negative: 303 of 599 (51%) No_requirement — Neutral: 138 of 599 (23%) No_requirement — Positive: 158 of 599 (26%) 599 Not_Answered Not_Answered — Negative: 21 of 74 (28%) Not_Answered — Neutral: 34 of 74 (46%) Not_Answered — Positive: 19 of 74 (26%) 74 Interested Interested — Negative: 2 of 168 (1%) Interested — Neutral: 30 of 168 (18%) Interested — Positive: 136 of 168 (81%) 168 Wrap up time exceeded :0 Wrap up time exceeded :0 — Negative: 40 of 139 (29%) Wrap up time exceeded :0 — Neutral: 47 of 139 (34%) Wrap up time exceeded :0 — Positive: 52 of 139 (37%) 139 Call_back_later Call_back_later — Negative: 22 of 101 (22%) Call_back_later — Neutral: 32 of 101 (32%) Call_back_later — Positive: 47 of 101 (47%) 101 Does_not_deal_Steel Does_not_deal_Steel — Negative: 36 of 72 (50%) Does_not_deal_Steel — Neutral: 21 of 72 (29%) Does_not_deal_Steel — Positive: 15 of 72 (21%) 72 Onboarded Onboarded — Neutral: 2 of 35 (6%) Onboarded — Positive: 33 of 35 (94%) 35 (blank) (blank) — Negative: 13 of 33 (39%) (blank) — Neutral: 6 of 33 (18%) (blank) — Positive: 14 of 33 (42%) 33 Send_Email Send_Email — Negative: 2 of 19 (11%) Send_Email — Neutral: 4 of 19 (21%) Send_Email — Positive: 13 of 19 (68%) 19 Ringing_NoResponse Ringing_NoResponse — Negative: 1 of 2 (50%) Ringing_NoResponse — Neutral: 1 of 2 (50%) 2 Wrong_Number Wrong_Number — Negative: 4 of 12 (33%) Wrong_Number — Neutral: 6 of 12 (50%) Wrong_Number — Positive: 2 of 12 (17%) 12 Invalid_Number Invalid_Number — Negative: 2 of 7 (29%) Invalid_Number — Neutral: 2 of 7 (29%) Invalid_Number — Positive: 3 of 7 (43%) 7 Qualification Successful Qualification Successful — Neutral: 2 of 6 (33%) Qualification Successful — Positive: 4 of 6 (67%) 6 Language_Barrier Language_Barrier — Negative: 3 of 4 (75%) Language_Barrier — Positive: 1 of 4 (25%) 4 Query Query — Neutral: 1 of 2 (50%) Query — Positive: 1 of 2 (50%) 2 QNR QNR — Negative: 1 of 2 (50%) QNR — Positive: 1 of 2 (50%) 2 Call transferred to regional language 0
NegativeNeutralPositive
By dispositionCallsPositive NeutralNegativen/a Mean
General Enquiry944 314328208 94 +0.05
No_requirement618 158138303 19 -0.09
Not_Answered172 193421 98 -0.01
Interested168 136302 0 +0.41
Wrap up time exceeded :0147 524740 8 +0.04
Call_back_later113 473222 12 +0.11
Does_not_deal_Steel76 152136 4 -0.14
Onboarded36 3320 1 +0.50
(blank)34 14613 1 +0.10
Send_Email20 1342 1 +0.27
Ringing_NoResponse14 011 12 -0.17
Wrong_Number13 264 1 -0.07
Invalid_Number10 322 3 +0.07
Qualification Successful6 420 0 +0.50
Language_Barrier4 103 0 -0.19
Query3 110 1 +0.28
QNR2 101 0 +0.00
Call transferred to regional language1 000 1 –

By campaign which lists produce warm customers

IS_MFG_HR_HRPO_Sep26 IS_MFG_HR_HRPO_Sep26 — Negative: 219 of 726 (30%) IS_MFG_HR_HRPO_Sep26 — Neutral: 222 of 726 (31%) IS_MFG_HR_HRPO_Sep26 — Positive: 285 of 726 (39%) 726 IS_Inte_MFG_M1_3_NoEnq_Sep26 IS_Inte_MFG_M1_3_NoEnq_Sep26 — Negative: 100 of 327 (31%) IS_Inte_MFG_M1_3_NoEnq_Sep26 — Neutral: 116 of 327 (35%) IS_Inte_MFG_M1_3_NoEnq_Sep26 — Positive: 111 of 327 (34%) 327 IS_MFG_CR_GI_GP_Coated_Sep26 IS_MFG_CR_GI_GP_Coated_Sep26 — Negative: 126 of 324 (39%) IS_MFG_CR_GI_GP_Coated_Sep26 — Neutral: 87 of 324 (27%) IS_MFG_CR_GI_GP_Coated_Sep26 — Positive: 111 of 324 (34%) 324 IS_MFG_HR_HRPO_Opp_Aug26 IS_MFG_HR_HRPO_Opp_Aug26 — Negative: 50 of 176 (28%) IS_MFG_HR_HRPO_Opp_Aug26 — Neutral: 59 of 176 (34%) IS_MFG_HR_HRPO_Opp_Aug26 — Positive: 67 of 176 (38%) 176 IS_MFG_HR_HRPO_PM_Opp_Jul26 IS_MFG_HR_HRPO_PM_Opp_Jul26 — Negative: 47 of 111 (42%) IS_MFG_HR_HRPO_PM_Opp_Jul26 — Neutral: 35 of 111 (32%) IS_MFG_HR_HRPO_PM_Opp_Jul26 — Positive: 29 of 111 (26%) 111 MSME_IS_PANIndia_NewReg_260526 MSME_IS_PANIndia_NewReg_260526 — Negative: 36 of 146 (25%) MSME_IS_PANIndia_NewReg_260526 — Neutral: 33 of 146 (23%) MSME_IS_PANIndia_NewReg_260526 — Positive: 77 of 146 (53%) 146 MSME_IS_India_ProductOpps_PROG_261225 MSME_IS_India_ProductOpps_PROG_261225 — Negative: 32 of 143 (22%) MSME_IS_India_ProductOpps_PROG_261225 — Neutral: 43 of 143 (30%) MSME_IS_India_ProductOpps_PROG_261225 — Positive: 68 of 143 (48%) 143 IS_MFG_CR_GI_Coated_Opp_Jul26 IS_MFG_CR_GI_Coated_Opp_Jul26 — Negative: 26 of 81 (32%) IS_MFG_CR_GI_Coated_Opp_Jul26 — Neutral: 25 of 81 (31%) IS_MFG_CR_GI_Coated_Opp_Jul26 — Positive: 30 of 81 (37%) 81 MSME_IS_India_ProductOpps_Reg_Acc MSME_IS_India_ProductOpps_Reg_Acc — Negative: 18 of 76 (24%) MSME_IS_India_ProductOpps_Reg_Acc — Neutral: 30 of 76 (39%) MSME_IS_India_ProductOpps_Reg_Acc — Positive: 28 of 76 (37%) 76 IS_MFG_M1_3Reg_No_Opp_Jul26 IS_MFG_M1_3Reg_No_Opp_Jul26 — Negative: 2 of 7 (29%) IS_MFG_M1_3Reg_No_Opp_Jul26 — Neutral: 1 of 7 (14%) IS_MFG_M1_3Reg_No_Opp_Jul26 — Positive: 4 of 7 (57%) 7 IS_MFG_Integrated_Click_Jul26 IS_MFG_Integrated_Click_Jul26 — Negative: 1 of 5 (20%) IS_MFG_Integrated_Click_Jul26 — Neutral: 2 of 5 (40%) IS_MFG_Integrated_Click_Jul26 — Positive: 2 of 5 (40%) 5 IS_MFG_WR_Sep26 IS_MFG_WR_Sep26 — Negative: 1 of 1 (100%) 1 — Neutral: 1 of 1 (100%) 1 IS_MFG_GP_Opp_Jul26 IS_MFG_GP_Opp_Jul26 — Positive: 1 of 1 (100%) 1
NegativeNeutralPositive
By campaignCallsPositive NeutralNegativen/a Mean
IS_MFG_HR_HRPO_Sep26828 285222219 102 +0.06
IS_Inte_MFG_M1_3_NoEnq_Sep26356 111116100 29 +0.03
IS_MFG_CR_GI_GP_Coated_Sep26337 11187126 13 -0.01
IS_MFG_HR_HRPO_Opp_Aug26199 675950 23 +0.05
IS_MFG_HR_HRPO_PM_Opp_Jul26170 293547 59 -0.03
MSME_IS_PANIndia_NewReg_260526155 773336 9 +0.10
MSME_IS_India_ProductOpps_PROG_261225153 684332 10 +0.12
IS_MFG_CR_GI_Coated_Opp_Jul2687 302526 6 +0.02
MSME_IS_India_ProductOpps_Reg_Acc81 283018 5 +0.06
IS_MFG_M1_3Reg_No_Opp_Jul267 412 0 +0.06
IS_MFG_Integrated_Click_Jul265 221 0 +0.09
IS_MFG_WR_Sep261 001 0 -0.27
(blank)1 010 0 +0.00
IS_MFG_GP_Opp_Jul261 100 0 +0.33

By agent not a rep score — a rep given cold lists will show cold customers

dhruv dhruv — Negative: 118 of 266 (44%) dhruv — Neutral: 73 of 266 (27%) dhruv — Positive: 75 of 266 (28%) 266 Aditya Pandey Aditya Pandey — Negative: 45 of 225 (20%) Aditya Pandey — Neutral: 46 of 225 (20%) Aditya Pandey — Positive: 134 of 225 (60%) 225 Kartikey Chauhan Kartikey Chauhan — Negative: 63 of 195 (32%) Kartikey Chauhan — Neutral: 54 of 195 (28%) Kartikey Chauhan — Positive: 78 of 195 (40%) 195 sudeeps sudeeps — Negative: 71 of 205 (35%) sudeeps — Neutral: 56 of 205 (27%) sudeeps — Positive: 78 of 205 (38%) 205 Rohit Mishra Rohit Mishra — Negative: 45 of 178 (25%) Rohit Mishra — Neutral: 76 of 178 (43%) Rohit Mishra — Positive: 57 of 178 (32%) 178 Abdul Ansari Abdul Ansari — Negative: 57 of 186 (31%) Abdul Ansari — Neutral: 74 of 186 (40%) Abdul Ansari — Positive: 55 of 186 (30%) 186 Jeevan Jeejo Jeevan Jeejo — Negative: 33 of 163 (20%) Jeevan Jeejo — Neutral: 40 of 163 (25%) Jeevan Jeejo — Positive: 90 of 163 (55%) 163 Ronak Mehta Ronak Mehta — Negative: 48 of 166 (29%) Ronak Mehta — Neutral: 60 of 166 (36%) Ronak Mehta — Positive: 58 of 166 (35%) 166 ankit mistry ankit mistry — Negative: 57 of 139 (41%) ankit mistry — Neutral: 40 of 139 (29%) ankit mistry — Positive: 42 of 139 (30%) 139 Sajal Bhaskar Sajal Bhaskar — Negative: 49 of 109 (45%) Sajal Bhaskar — Neutral: 32 of 109 (29%) Sajal Bhaskar — Positive: 28 of 109 (26%) 109 Anupreeti Mahadik Anupreeti Mahadik — Negative: 23 of 83 (28%) Anupreeti Mahadik — Neutral: 27 of 83 (33%) Anupreeti Mahadik — Positive: 33 of 83 (40%) 83 Varun Siddhardha jillapalli Varun Siddhardha jillapalli — Negative: 11 of 70 (16%) Varun Siddhardha jillapalli — Neutral: 32 of 70 (46%) Varun Siddhardha jillapalli — Positive: 27 of 70 (39%) 70 abhinav gautam abhinav gautam — Negative: 13 of 59 (22%) abhinav gautam — Neutral: 24 of 59 (41%) abhinav gautam — Positive: 22 of 59 (37%) 59 soumya soumya — Negative: 18 of 49 (37%) soumya — Neutral: 8 of 49 (16%) soumya — Positive: 23 of 49 (47%) 49 Ganesh Ganesh — Negative: 5 of 19 (26%) Ganesh — Neutral: 7 of 19 (37%) Ganesh — Positive: 7 of 19 (37%) 19 Abhishek Gupta Abhishek Gupta — Negative: 2 of 12 (17%) Abhishek Gupta — Neutral: 4 of 12 (33%) Abhishek Gupta — Positive: 6 of 12 (50%) 12 — Neutral: 1 of 1 (100%) 1
NegativeNeutralPositive
By agentCallsPositive NeutralNegativen/a Mean
dhruv290 7573118 24 -0.04
Aditya Pandey246 1344645 21 +0.20
Kartikey Chauhan230 785463 35 +0.06
sudeeps225 785671 20 +0.01
Rohit Mishra212 577645 34 +0.05
Abdul Ansari207 557457 21 -0.00
Jeevan Jeejo181 904033 18 +0.18
Ronak Mehta178 586048 12 +0.04
ankit mistry161 424057 22 -0.04
Sajal Bhaskar122 283249 13 -0.10
Anupreeti Mahadik87 332723 4 +0.04
Varun Siddhardha jillapalli78 273211 8 +0.09
abhinav gautam66 222413 7 +0.07
soumya57 23818 8 +0.06
Ganesh24 775 5 +0.02
Abhishek Gupta16 642 4 +0.09
(blank)1 010 0 +0.00

By recording quality separates a real mood shift from a transcription artefact

green green — Negative: 641 of 2058 (31%) green — Neutral: 609 of 2058 (30%) green — Positive: 808 of 2058 (39%) 2058 red 0 amber amber — Negative: 17 of 67 (25%) amber — Neutral: 45 of 67 (67%) amber — Positive: 5 of 67 (7%) 67
NegativeNeutralPositive
By recording qualityCallsPositive NeutralNegativen/a Mean
green2058 808609641 0 +0.05
red256 000 256 –
amber67 54517 0 -0.04

Most negative calls

CallAgentScoreDisposition
211121789472… sudeeps -0.85
349721789636… Aditya Pandey -0.82 Not_Answered
211121788763… Jeevan Jeejo -0.80 Wrong_Number
211121789551… Jeevan Jeejo -0.78 Wrong_Number
349721783591… Abhishek Gupta -0.77 Not_Answered
211121788514… Kartikey Chauhan -0.72 Does_not_deal_Steel
211121789557… Sajal Bhaskar -0.69
211121788951… ankit mistry -0.69 Not_Answered
349721789625… Anupreeti Mahadik -0.69 Send_Email
211121788939… soumya -0.67 Invalid_Number

Most positive calls

CallAgentScoreDisposition
211121789106… sudeeps +0.90 Not_Answered
211121789448… Jeevan Jeejo +0.88 Qualification Successful
211121789539… Jeevan Jeejo +0.88
211121785828… Kartikey Chauhan +0.86 Onboarded
211121788520… Jeevan Jeejo +0.85
211121789111… soumya +0.82 Interested
211121789451… Jeevan Jeejo +0.82 Send_Email
349721789639… Kartikey Chauhan +0.82
349721789627… Aditya Pandey +0.82 Invalid_Number
211121789538… Jeevan Jeejo +0.81