Points of interest in a call

Identify areas of your calls that require attention via the Points of interest tab on the left side of the call page. Find out what types of questions were asked, which trackers were detected, and more.

Note: Action items, which used to be included in the Points of interest, are now called Next steps and can now be found in the Highlights tab. Learn more

Click on the Points of Interest tab and you’ll see questions, keyword trackers and filler words, if they appear in the call.

If we identify any points of interest in a call, they'll will be highlighted with a label. Click on the label to see the relevant snippets. Click on a snippet and you'll be taken to that moment of the call.

Questions

We automatically identify and group any questions asked during a call, according to each side of the call.

The purple tag shows the number of questions asked by your side of the call. The pink tag shows the other side.

Click on either label to see the specific questions that were detected. Click on any snippet and go to that moment in the call.

Trackers

Trackers identify when important words, phrases or concepts are mentioned in a call, allowing you to surface the parts of your conversations that matter most. Once a tracker is set up, we automatically detect its location in the call, and show when it appears.

Click on any tracker label to see the snippet where the tracker was detected. Click on the snippet and go to that moment in the call.

Filler words

Filler words are words that don't add any value to a conversation, and are used excessively by the host. The ones we look for in calls are commonת "meaningless" words that people use in conversation instead of pausing or hesitating when they speak.

We don't have solid evidence for the effect of these words on the call outcome, but it's important to be mindful of them. We only highlight the these words when they are used excessively by the call host.

How it works

Before highlighting filler words, Gong gauges the use of the word and takes into account:

• How often the filler word is said in the call

• How much more frequently it's said relative to its general prevalence in the language

We consider both the absolute and relative prevalence of a term, and only highlight terms that pass a threshold based on our formula. For example:

1. People rarely use the term "at the end of the day". If someone uses it twice as often as other people, it would hardly be noticeable. However, if someone uses it 10 times more than other people, it would be noticed, and we'll mark it as filler word in a call.

2. People often use "like" as a filler word. If someone uses it twice as often as other people, it will be very noticeable.

Note: Um, uhh, hm are  vocalized pauses, not filler words. We identify them in calls in order to improve transcript readability by omitting them, but we don't highlight them in the Points of Interest tab

There are the filler words we detect: