Business admin
What are keyword trackers?
Keyword trackers detect words, terms or phrases that are mentioned in calls, and flags them, so that team members can easily spot them. The calls that trackers identify are also used for data analysis.
Where can I see keyword trackers?
Keyword trackers can be seen in many places, including call pages, in emails, in the Gong API, and in the CRM export. You control where trackers are displayed. You can also rearrange the trackers to determine the order in which they appear.
What can I track with keyword trackers?
A keyword tracker can track several words or terms, each separated by a comma. If you want to track a large number (10,000, for example), put the number in quotation marks (“10,000”) so that the digits are not split when tracking. Use filters to narrow down whether words are tracked only when said by a customer, only by people at your company, or by anyone.
How many keyword trackers can I add?
You can add as many keyword trackers as you want.
How do I view each phrase as a separate tracker?
Similar phrases may appear in one column when displayed in a CSV report, CRM Call object, or API request result. To include a separate column/tracker for each phrase, select the Separate phrases option.
Why aren’t my keyword tracker metrics showing up?
When you create a new keyword tracker, or save an update to an existing tracker, Gong reprocesses all of your company’s calls to look for that tracker. While we're processing, the tracker doesn't appear in metrics on the Stats page or in the Gong API. However, you can search for the tracker on the Search page.
Processing time is determined by the number of calls that are processed by Gong at the same time, and in extreme cases, this may take a couple of days.
How does Gong match words and terms?
Gong matches words and terms with the words said on the call verbatim. To track related words and phrase forms, click Include related word forms.
For example, for “renew” Gong will surface “renewal” and “renewing” too.
How can I use keyword trackers to bulk analyze my calls?
When exporting calls in CSV format, Gong includes the keyword tracker you select and indicates how many times the words or terms appear in each call. For deeper analysis, you can set up each word or term to appear in a separate column. This way, you can compare competitors, technologies or other words across your calls. Similarly, the data is available using the Gong API and when pushing the data into the CRM.
How many calls does a keyword tracker need to surface in order for it to appear in 'Stats for trackers'?
A keyword tracker must appear in at least four calls to be shown in Stats. If a tracker appears less than four calls, it shows N/A.
Why should I download and upload keyword trackers?
A typical use is a team of business admins using on the same tracker, with the need to collaborate in an external tool, such as Google Sheets. A list of trackers can be exported in CSV format, edited, and then imported again to add new or update existing trackers.
Another common use is copying trackers from one workspace to another.
Is there a best practice for uploading trackers?
We recommend you always export a fresh copy of the keyword tracker CSV, make the required changes, and then import the updated file. This ensures that any manual updates to keyword trackers made in Gong are included in the latest version.
Also, it's important not to change the format of the keyword tracker list. If you're copying trackers to another workspace, follow the instructions for deleting the tracker fingerprints in this article.
How can I copy keyword trackers between workspaces?
Glad you asked. Follow this guide to maintain the same trackers across different workspaces.
Do new keyword trackers retroactively update in the conversation record in the Gong for Salesforce app?
You bet they do! However, this magic only works when a tracker is updated; and the option to push to Salesforce is selected (in the tracker settings). Gong will then automatically go back and re-push calls with that tracker to reflect whatever changes were made.
I’ve set a word in a keyword tracker, but it’s not getting tracked. Why not?
In some cases, what we transcribe in a call can be different from what was actually said. For example, if someone says "Ryan" very slowly or with a bad audio connection, we might transcribe that as "Rye" "and." So, if you've set "Ryan" as a word to be tracked in a keyword tracker, it may not be picked up.
If this seems to be what’s happening, add the term “Ryan” to your custom vocabulary, and have it set as the term to replace what’s being transcribed as “Rye” “and”. For more information about using the custom vocabulary, see this