Manage trackers

Who can use this: Any team member

Available on: Gong Foundation

Ideal for: RevOps

Required permissions: Manage AI Trackers

Trackers analyze conversations to track key concepts. Published trackers sometimes need updating. Questions may stop detecting what they should, while unused trackers keep consuming credits. You can review their status and lifecycle dates, and pause, resume, edit, unpublish, or delete trackers from the AI Tracker settings page.

What you can do with each type of tracker

The actions in the More actions menu depend on the tracker type and its status.

Edit a tracker

Edit a tracker to update its name, detection questions, keywords, filters, scope, or destinations. For AI trackers, editing creates a new model version internally. Published changes apply to new conversations going forward. A tracker without a start or end date runs indefinitely.

To edit a tracker:

1. From the left sidebar, click Admin center.

2. In Agent Studio, hover over AI Tracker and click Settings.

3. Find the tracker and click the More actions icon, then select Edit.

4. Make your changes.

5. For AI trackers: click Preview results to validate the changes before publishing.

6. Click Publish changes to apply the changes. Update the Start date and End date if needed. The update applies to new conversations going forward.

You can also pause a tracker from the Edit page.

Pause an AI tracker

Pausing an AI tracker stops it from analyzing new conversations and consuming Gong credits. Existing results and configuration are preserved. You don't need to remove a paused tracker from Deal boards, Scorecards, Playbooks or Streams. Use Pause when you want to temporarily stop a tracker without losing its setup.

To pause an AI tracker:

1. From the left sidebar, click Admin center.

2. In Agent Studio, hover over AI Tracker and click Settings.

3. Find the tracker and click the More actions icon, then select Pause. Confirm the action.

Note:

AI trackers can also be paused automatically when your company's Gong credits balance reaches zero. Paused trackers show different icons depending on the reason: a pause icon for manually paused trackers, and a credit icon for trackers paused due to insufficient credits.

Resume a paused tracker

Resuming a paused AI tracker restarts analysis for new conversations. You can also choose to process conversations from the period when the tracker was paused. This backfill is optional and requires sufficient Gong credits.

To resume a paused AI tracker:

1. From the left sidebar, click Admin center.

2. In Agent Studio, hover over AI Tracker and click Settings.

3. Find the paused tracker and click the More actions icon, then select Resume.

4. Select the Start date and End date for the tracker:

   • To process only new conversations, set the Start date to today.

   • To backfill conversations from the paused period, select a start date that covers the gap between when the tracker was paused and today. You can review the estimated credit cost. Make sure your company has enough Gong credits to cover the backfill.

5. Confirm your selections. The tracker resumes and starts analyzing conversations based on the dates you selected.

Tip:

Select the date the tracker was paused if you want Gong to analyze conversations that were missed while the tracker was paused.

Unpublish a tracker

Unpublishing an AI tracker makes it inactive and removes it from active analysis. Results so far are kept and are available again if you publish the tracker again. Unlike pausing, unpublishing may require you to remove the tracker from linked assets first. If your goal is to stop a tracker from consuming credits while keeping it configured, pause the tracker instead.

Before unpublishing, check whether the tracker is used in any Deal boards, Playbooks, Initiative boards, personal views, or Streams. The tracker must be removed from those assets before it can be unpublished. When you unpublish a tracker, any Stream that uses it is marked Interrupted.

To unpublish a tracker:

1. Remove the tracker from any linked assets (Deal boards, Playbooks, Initiative boards) that reference it.

2. From the left sidebar, click Admin center.

3. In Agent Studio, hover over AI Tracker and click Settings.

4. Find the tracker and click the More actions icon, then select Unpublish.

Delete a tracker

Deleting a tracker permanently removes it and all its associated results. This action cannot be undone. AI trackers by Gong cannot be deleted.

Before deleting, confirm that you no longer need the tracker's historical results. Once deleted, the data cannot be recovered.

To delete a tracker:

1. Remove the tracker from any linked assets if required. If the tracker is used in Streams, Playbooks, Deal boards, or Initiative boards, remove those associations before deleting.

2. From the left sidebar, click Admin center.

3. In Agent Studio, hover over AI Tracker and click Settings.

4. Find the tracker and click the More actions icon, then select Delete tracker.

5. Confirm the deletion. The tracker and all its results are permanently removed.

Note:

If deletion is blocked, the tracker may still be linked to an asset. This can include Streams owned by team members who are no longer active, which may require admin assistance to resolve. See Troubleshoot trackers for steps.

Frequently asked questions