{"formula":"overallScore = sum(categoryScore/10 * weightPct) for each category, rounded","categories":[{"key":"professionalism","label":"Professionalism & Tone","weightPct":15,"question":"Was the employee polite, clear, and in control of pacing throughout the call?","lookFor":["greeting","active listening","clear explanations","no dead air/rudeness"]},{"key":"needs_discovery","label":"Needs Discovery","weightPct":25,"question":"Did the employee ask enough questions to understand the customer's actual situation before pitching a solution?","lookFor":["open-ended questions","clarifying follow-ups","confirmed understanding"]},{"key":"objection_handling","label":"Pricing & Objection Handling","weightPct":25,"question":"When price, timing, or hesitation came up, did the employee address it directly with options rather than deflecting?","lookFor":["explained all pricing tiers","addressed hesitation","no dodged questions"]},{"key":"next_step","label":"Next-Step / Close","weightPct":25,"question":"Did the employee proactively offer a concrete next step (appointment, quote, callback) instead of ending vaguely?","lookFor":["offered appointment/booking","set a follow-up date","confirmed action item"]},{"key":"compliance","label":"Compliance & Accuracy","weightPct":10,"question":"Did the employee avoid inaccurate claims, promises outside policy, or missing required disclosures?","lookFor":["no overpromising","correct policy statements","required disclosures given"]}],"totalWeightPct":100}