Managing Whisper

Set up an analysis report to see which topics your team should talk more or less about and see recommendations for your team. The report is based on what top performers talked about more when compared to bottomperformers. For more about topics, see Call topics.

1. Click Company settings > Coaching > Whisper for topics.

2. If you want to edit an existing analysis, select it. If you want to create a new one, click Set up new analysis.

   Give the report a name and add filters in the Analysis Criteria pane.

3. In the Include box, type the name of the team member or manager that you want to include in the report, and then select the person or team in the drop-down list.

   Tip:

   Select team members with a similar role. Note that including new hires may skew the report. The more team members you include, and the more calls are analyzed, the better Whisper’s recommendations.

4. In the Analysis period list, select the time period for the analysis.

   Tip:

   Aim to select the period in which the majority of the team members you selected worked and had calls.

5. In the New hires list, set whether or not to include new hires in the report.

   Tip:

   New hires may skew results because of the number or quality of the calls during their ramp-up period. When you include new hires in the analysis, they are ranked based on their prorated sales during the entire sales period (even if they only worked partially during that period).

6. In the Rank by list, select the ranking criteria from the numeric fields defined in your Salesforce Opportunity Object.

   If your company does not have a Salesforce integration, ranking will be alphabetical, and you can change ranking manually later (step 11).

7. In the Calls to analyze area, you'll see default filters picked by Gong for the stage that has the most calls. This is to reduce the noise factor and improve the quality of our recommendations.

   • To edit the call filters, click Edit and filter for the calls you want to use in the analysis.

     Your filters are listed at the top of the dialog, and the number of matching calls is also shown. To remove filters, click x next to the filter. For more information on filtering calls, see Search for calls.

8. Click SAVE AND CALCULATE RANKING.

   Gong calculates the ranking of each team member, based on Salesforce data. This may take a few seconds.

   If there were not enough calls or team members, you’ll see an alert under the ranking list, and the filters are still displayed on the left.

9. If necessary, adjust the criteria and recalculate.

10. Check the results. To manually edit the ranking, click  next to a team member with calls to change it. You can either change the ranking or exclude the team member.

11. Change the filters as necessary. At the top of the left pane, click  to display them.

12. When you are satisfied with the ranking, click Run Analysis. .

    Analysis takes a few minutes. You can leave the page and carry on working. You’ll receive an email when the recommendations are ready.

13. To view recommendations:

    • In the email, click View results.

    • Access the recommendations on the Whisper for Topics page.

      When recommendations are ready, a bright Recommendations Ready banner appears at the top of the analysis. Click to view the report.