{"success":true,"message":"Successfully processed 1 audio(s)","results":[{"audioID":"4436","audioMetadata":{"userId":13,"fileName":"4436_1774871816.wav","uploadSource":"File","audioError":false,"orgName":"astTecs","duration":33.46},"transcription":{"originalTranscript":"Agent: हो गया?\n Agent: सर\n Agent: तब तब मैं डेमो दिखा रहा था।\n Agent: कस्टमर\n Agent: सर म्यूट कर दीजिए।\n Agent: ठीक है।\n Agent: आपको डेमो दिखाया ना तब मैं कॉल पे था।\n Agent: ठीक है। तो वो वेटिंग था।\n Agent: जब मैं फ्री हो गया, ठीक है, ऑटोमेटिकली आपका कॉल आ गया।\n Agent: ठीक है। हां, यहां पर एक और चीज है सर।\n Agent: आपको याद है मैंने लास्ट टाइम आपका नाम लिखा, ठीक है।\n Agent: लेकिन अभी यहां पर आ रहा है, नहीं आ रहा है।\n Agent: क्यों पता है? बिकॉज़ एक ऑप्शन है कि","transcript":"Agent: Done?\n Agent: Sir\n Agent: At that time, I was showing the demo.\n Agent: Customer\n Agent: Sir, please mute.\n Agent: Okay.\n Agent: When I showed you the demo, I was on a call.\n Agent: Okay. So it was waiting.\n Agent: When I became free, okay, your call automatically came through.\n Agent: Okay. Yes, there's one more thing here, sir.\n Agent: Do you remember I wrote your name last time, okay?\n Agent: But it's appearing here now, or rather, it's not appearing.\n Agent: Do you know why? Because there's an option that","languages":["Hindi","English"]},"insights":{"summary":"The agent explains that during a previous demo, they were on another call, which caused the customer's call to wait and then automatically connect once the agent was free. The agent also asks the customer to mute and then inquires if the customer remembers that their name was written down last time, noting that it is not appearing now.","salesfeedback":[{"Highlight":"Clear Explanation: The agent provides a clear explanation of why the customer's call was waiting and then automatically connected, which helps manage customer expectations regarding call handling.","Improvement":"Silence Handling: The agent should ensure that the customer is actively engaged or confirm their presence, especially after a period of silence or if they need to ask them to mute, to prevent potential miscommunication or disengagement."}],"topicExtract":[{"Topic":"Call Handling and Connection Issues","content":"The agent explains that the customer's call had been waiting because the agent was on another call during a demo. They clarified that the call automatically connected once the agent became free, addressing a potential concern about call delays or connection status."},{"Topic":"Customer Information Management","content":"The agent brings up the topic of the customer's name not appearing, referencing that they had written it down previously. This suggests a discussion about customer record-keeping or system display issues."}]},"sentimentAnalysis":{"speakerSentiment":[{"speaker":"Agent","segments":"Done?","sentimentScore":-0.0032,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Sir","sentimentScore":-0.0004,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"At that time, I was showing the demo.","sentimentScore":0.0772,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Customer","sentimentScore":-0.0367,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Sir, please mute.","sentimentScore":-0.3728,"sentimentLabel":"NEGATIVE"},{"speaker":"Agent","segments":"Okay.","sentimentScore":0.1807,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"When I showed you the demo, I was on a call.","sentimentScore":0.0173,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Okay. So it was waiting.","sentimentScore":-0.0025,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"When I became free, okay, your call automatically came through.","sentimentScore":0.6567,"sentimentLabel":"POSITIVE"},{"speaker":"Agent","segments":"Okay. Yes, there's one more thing here, sir.","sentimentScore":0.2122,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Do you remember I wrote your name last time, okay?","sentimentScore":-0.0769,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"But it's appearing here now, or rather, it's not appearing.","sentimentScore":-0.1359,"sentimentLabel":"NEUTRAL"},{"speaker":"Agent","segments":"Do you know why? Because there's an option that","sentimentScore":0.0351,"sentimentLabel":"NEUTRAL"}],"speakerwiseSentiment":{"Agent":{"POSITIVE":7.69,"NEGATIVE":7.69,"NEUTRAL":84.62}},"overallSentiment":{"POSITIVE":7.69,"NEGATIVE":7.69,"NEUTRAL":84.62}},"performanceAnalysis":{"scores":{"totalOpportunities":7,"errors":4,"errorPercentage":57.14,"salespersonScore":42.86,"totalWeight":23,"obtainedWeight":11,"weightedScore":47.83},"structuredQA":[{"key":"Professionalism","items":[{"qCode":"Q1","question":"Did the agent maintain a polite and respectful tone throughout the call?","citation":"The agent maintains a polite and respectful tone, using 'Sir' and 'please' when asking the customer to mute, and generally explaining the situation calmly.","answer":true}]},{"key":"Activelistening","items":[{"qCode":"Q2","question":"Did the agent listen actively and respond appropriately to the customer’s concerns?","citation":"The transcript does not provide enough information to determine if the agent listened actively to specific customer concerns, as the customer's spoken content is not transcribed beyond 'Customer'.","answer":false}]},{"key":"Clarityofcommunication","items":[{"qCode":"Q3","question":"Did the agent communicate clearly without using excessive jargon or unclear statements?","citation":"The agent communicates clearly, explaining the reason for the call wait and automatic connection without jargon, making it easy to understand.","answer":true}]},{"key":"Empathy","items":[{"qCode":"Q4","question":"Did the agent demonstrate empathy towards the customer’s situation?","citation":"The agent focuses on explaining the process rather than acknowledging any potential frustration or inconvenience the customer might have experienced due to the waiting call.","answer":false}]},{"key":"Informationaccuracy","items":[{"qCode":"Q5","question":"Did the agent provide accurate and relevant information?","citation":"The agent provides information about the call connection process and the status of the customer's name appearing, which seems accurate within the context of the conversation.","answer":true}]},{"key":"Compliance","items":[{"qCode":"Q6","question":"Did the agent follow the necessary compliance and data privacy protocols?","citation":"The provided transcript does not contain enough information to evaluate whether the agent followed necessary compliance and data privacy protocols.","answer":false}]},{"key":"Closure","items":[{"qCode":"Q7","question":"Did the agent close the call with a proper thank-you and confirmation of next steps?","citation":"The transcript ends mid-explanation, so there is no evidence of a proper call closure with a thank-you or confirmation of next steps.","answer":false}]}]}}]}