{"contacts":[{"id":"vk","name":"VK Sir","status":"busy","note":"Presenting a vision"},{"id":"priya","name":"Priya (3F-11)","status":"online","note":"Quota is a mindset"},{"id":"ramesh","name":"Ramesh (IT)","status":"away","note":"Restarting the router"},{"id":"sharma","name":"Director Sharma","status":"away","note":"In the AC"}],"rules":[{"id":"start-vk","on":"start","from":"vk","skip":["call_started"],"say":["Good evening, team. The quota is on the sticky note on your monitor. I wrote it myself, in visionary handwriting."]},{"id":"start-priya","on":"start","from":"priya","skip":["scam_open","call_started","coach"],"say":["Psst. Open a Scam App from the desktop. Callers only ring for the scam you have open."]},{"id":"paid-vk","on":"end","if":{"outcome":"paid"},"from":"vk","say":["{usd}. Good. Now do it again, but faster.","I saw that close. I am adding it to my slides.","{caller} never stood a chance. Next caller.","Desk total {desk_usd}. The quota is higher. The quota is always higher."]},{"id":"paid-first-sharma","on":"end","if":{"outcome":"paid"},"once":true,"from":"sharma","say":["Coo."]},{"id":"streak-priya","on":"end","if":{"outcome":"paid","streak_min":3},"from":"priya","say":["{streak} in a row?? Teach me. Or do not. I will just sit closer.","Streak {streak}. VK Sir is pretending he did not notice. He noticed."]},{"id":"streak5-vk","on":"end","if":{"outcome":"paid","streak_min":5},"once":true,"from":"vk","say":["Five in a row. I am naming a webinar after you. Attendance is mandatory."]},{"id":"hangup-vk","on":"end","if":{"outcome":"hangup","why":["anger","insult","trust","suspicion"]},"from":"vk","say":["{caller} hung up. Did you smile while dialling? They can hear it.","Hang-up noted. Your file is getting thick.","That was a learning opportunity. Mostly for me, about you."]},{"id":"hangup-priya","on":"end","if":{"outcome":"hangup","why":["anger","insult"]},"from":"priya","say":["Tip: when their cheeks go red and start steaming, ease off. Angry callers hang up.","Ouch. Watch their face in the CRM. When it says Eyeing the exit, slow down."]},{"id":"hangup-suspicion-priya","on":"end","if":{"outcome":"hangup","why":"suspicion"},"from":"priya","say":["They smelled a trick. When the face says Suspicious, answer what they asked, with specifics."]},{"id":"hangup-trust-priya","on":"end","if":{"outcome":"hangup","why":"trust"},"from":"priya","say":["They stopped believing you. Answer their worries before you ask for anything."]},{"id":"patience-priya","on":"end","if":{"outcome":"hangup","why":"patience"},"from":"priya","say":["They gave up waiting. Keep talking while you work; typing pauses their bar for a while.","Need time to look something up? Ask them to hold first, then press Hold."]},{"id":"hold-priya","on":"end","if":{"outcome":"hangup","why":"hold"},"from":"priya","say":["Hold is not a nap. Resume before their bar fills up."]},{"id":"patience-vk","on":"end","if":{"outcome":"hangup","why":["patience","hold"]},"from":"vk","say":["Boring the customer is my job. Leave it to me."]},{"id":"abandon-vk","on":"end","if":{"outcome":"abandon"},"from":"vk","say":["You hung up on them? There goes a whole call of my time. I am making you a cost centre.","Nobody hangs up on a customer. Except me. On you."]},{"id":"gossip-priya","on":"end","if":{"call_no_every":3},"from":"priya","say":["Gossip: Director Sharma got a bigger AC than VK Sir. VK Sir has noticed.","Gossip: the canteen samosa today is the same samosa as Monday.","Gossip: Ramesh says the router is just a box with a light in it.","Gossip: VK Sir's webinar had 3 viewers. Two were VK Sir."]},{"id":"hangups3-sharma","on":"desk","if":{"hangups_min":3},"once":true,"from":"sharma","say":["Coo. Coo. (Director Sharma has reviewed your hang-ups.)"]},{"id":"usd2000-vk","on":"desk","if":{"desk_usd_min":2000},"once":true,"from":"vk","say":["{desk_usd} on your desk. Do not get comfortable. Comfort is not a KPI."]},{"id":"idle-vk","on":"idle","after_s":120,"from":"vk","say":["Your line is quiet. Why is your line quiet? Make it loud.","I can see your desk from my cabin. I can see it doing nothing."]},{"id":"idle-ramesh","on":"idle","after_s":240,"once":true,"from":"ramesh","say":["Hi, IT here. Have you tried turning your quota off and on again?"]},{"id":"idle-priya","on":"idle","after_s":300,"from":"priya","say":["VK Sir is walking this way. Look busy. Open a Scam App."]}]}