Troubleshoot AI Theme Spotter

    Who can use this: Business admin

    Available on: Gong Foundation

    Ideal for: Sales manager

Most AI Theme Spotter issues fall into one of five areas: insufficient detections, slow or stuck analyses, quota limits, missing navigation, or permissions errors. Find the section that matches your situation.

"Not enough data" or "Insufficient data" result

This result means the AI tracker did not have enough detections within your filtered dataset to produce themes. The number of calls that match your filters is not the same as the number of calls with AI tracker detections. The analysis only uses calls where the tracker has actually detected content.

To resolve an insufficient data result:

1. Check that the AI tracker behind your question is published and has been running long enough to accumulate detections. If you created the analysis using a custom question, the tracker may still be backfilling historical data.

2. Broaden your call filters. In particular, extend the date range or remove geographic or team-level filters that may be conflicting with the tracker's own scope.

3. Check whether the tracker's own filters are more restrictive than your analysis filters. A tracker scoped to US calls only will produce US detections even if your analysis targets a broader group.

4. If the issue persists, try a different business question whose tracker has more detections available.

Analysis is stuck or taking too long

Analyses normally complete within six hours. Processing can take longer if the AI tracker is still backfilling historical data.

To check the status of a long-running analysis:

1. Go to Insights > AI Theme Spotter and check the analysis status in the list. If it has been processing for more than 24 hours, proceed to the next step.

2. If the analysis was created using a new custom question, the AI tracker backfill may still be running. Wait for the backfill to complete before expecting results.

3. If the analysis shows a failed or error status after more than 24 hours, contact Gong support. Include the analysis name and the date it was created.

Analysis limit reached

Your company can run up to 30 analyses per month. When the limit is reached, the + New analysis button becomes unavailable until the limit resets on the first day of the following month.

To manage your analysis limit:

1. Review how many analyses have been created this month. Remember that the limit is company-wide. Check with other business admins if your count seems low.

2. Note that failed analyses may count against your limit.

3. To increase your monthly limit, contact your Revenue Architect.

AI Theme Spotter is missing from Insights

If AI Theme Spotter does not appear in your Insights menu, the most common cause is a permission profile that does not have the page toggle enabled.

To restore access to AI Theme Spotter:

1. Go to Admin center > Settings > People > Permission profiles and open the permission profile for the affected team member.

2. Select the Pages > Insights > AI Theme Spotter permission.

3. Save the profile and ask the team member to refresh their browser.

Note:

Permission changes may take a few minutes to apply. If the section still does not appear after refreshing, ask the team member to log out and log back in.

Permissions error when adding call filters

Some team members can open AI Theme Spotter but receive an access error when trying to add call filters. This is caused by a missing permission for the Conversations filter modal.

To resolve a filter access error:

1. Go to Admin center > Settings > People > Permission profiles and open the permission profile for the affected team member.

2. Select the Pages > Conversations permission.

3. Save the profile and ask the team member to refresh their browser.

Frequently asked questions