If you've set a word as a tracker but Gong isn't picking it up in your recordings, follow these steps to troubleshoot the issue. We also have an FAQ page if you have questions.
Because Gong transcribes the call and then does some natural language processing, the words that it transcribes can be different from what is actually said. For example, if someone says "Ryan" very slowly or with a bad audio connection, Gong might think they said "Rye and." As a result, if you've set "Ryan" as a tracker, Gong won't pick it up.
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Go to Conversations > Search and search for the call where the tracker wasn't picked up.
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On the talk track (under the recording panel), click
on the right to view the transcript. -
Find the part of the transcript where the word is being said and see how Gong transcribed it. Make a note of the transcribed version.
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Now send what you expected, and what was picked up, to your Gong business admin and they will add what was picked up as a special term for that tracker.