Who can use this: Any team member
Available on: Gong Foundation
Use the section that matches the issue you’re experiencing: results not appearing, results missing from a specific area, Salesforce data not updating, access problems, or tracker lifecycle issues.
Tracker results not appearing anywhere
If a tracker is not producing any results, check the following in order.
To check why a tracker is not detecting any results:
Confirm the tracker is in Published status, not Draft or Paused. Open AI Tracker settings and check the status column.
Check whether the calls you expect to activate the tracker, fall within the tracker's Start date and End date. For AI trackers, if the calls were recorded before the tracker’s start date, they were not processed by this tracker. Keyword trackers reprocess past calls when they are created or saved (see "Why don't my new keyword tracker's metrics show yet?" below).
Review the tracker's call filters and scope. A filter that is too narrow may exclude the calls you are checking.
For AI trackers, check whether the detection questions accurately describe the concept. If the questions are too narrow or worded differently from how the topic actually comes up in conversations, results may be minimal. Use Preview results to test the tracker against a sample.
Confirm the calls are transcribed. Trackers analyze transcript text. Calls without transcripts produce no tracker results.
Results in Search but missing from Team insights, Deals, or other areas
If you see tracker results in Search but not yet in Team insights, Deals, Initiative boards, or other areas, the aggregate data is still processing.
To resolve results missing from aggregate areas:
Wait for the data to process. Search results appear first; Team insights, Deals, and Initiative boards may take additional time.
If data has not appeared after a significant delay, check whether the tracker's scope and filters include the calls or teams you are viewing. A filter applied to the tracker may match calls in Search but not the team or deal you are checking in Insights, for example.
If the tracker was recently published or republished with a new Start date, wait for the backfill processing to complete before expecting aggregate areas to update.
Tracker results not appearing in Salesforce
Keyword trackers and AI trackers reach Salesforce through separate settings. If results are visible in Gong but not in Salesforce, check which push is enabled and whether it applies to the data you are looking for.
To troubleshoot missing Salesforce data:
For AI trackers, check that an admin has not turned off the AI tracker export to Salesforce. The export is on by default. For keyword trackers, confirm that the Salesforce destination is enabled in the tracker settings.
Confirm that the Salesforce integration is active for your company. If the integration is disconnected or misconfigured, tracker data cannot push to Salesforce.
Check whether you are looking for email tracker results. Email tracker results are not currently available through the standard Salesforce tracker push. Only call-based results push to Salesforce.
For keyword trackers specifically: confirm that the keyword tracker Salesforce push setting is enabled. This is separate from the AI tracker push setting. Both must be individually enabled.
Cannot access tracker settings
Tracker management requires a dedicated permission. If you cannot see the tracker settings page or the option to create or edit trackers, the most likely cause is a missing permission.
To resolve tracker access issues:
Confirm that you have been granted the Manage AI Trackers permission. Contact your Gong admin to check your permission profile.
If you have the permission but still cannot see tracker settings, check whether the tracker settings are accessible through your available navigation.
Cannot delete or unpublish a tracker
Deletion and unpublishing can be blocked by linked assets or by tracker type. Check the most likely causes below.
To resolve issues deleting or unpublishing a tracker:
Check whether the tracker is an AI tracker by Gong. These trackers cannot be deleted. If the delete option is missing or returns an error, confirm the tracker type in AI Tracker settings.
Check whether the tracker is linked to a Stream, Deal board, Playbook, Initiative board, or personal view. Remove the tracker from each linked asset before attempting to unpublish or delete.
If a linked Stream is owned by a team member who is no longer active, the Stream may be archived or in a state you cannot access directly. In this case, contact your Gong admin for assistance removing the association.
Tracker paused automatically
AI trackers are automatically paused by the system when your company's Gong credits balance reaches zero.
To resume trackers after an automatic pause:
Check your company's Gong credits balance with your Gong admin. Trackers remain paused until credits are added.
After credits are added, go to AI Tracker settings and manually resume each paused tracker. Trackers do not resume automatically.
When resuming, review the estimated credit cost for the backfill period and confirm that the current balance covers it. Otherwise select a date to resume from.
To prevent future automatic pauses, see Optimize trackers for Gong credits for guidance on reducing credit consumption.
Frequently asked questions
A keyword tracker appears in Search but shows N/A in Team insights. What does that mean?
A keyword tracker shows N/A in Team insights when it has fired on fewer than four calls. The threshold for appearing in aggregate stats is four or more calls. As more calls trigger the tracker, the stat updates automatically.
How do I know whether a tracker was paused manually or by the system?
Paused trackers have different icons depending on the reason: a pause icon indicates a manual pause, and a credit icon indicates the tracker was paused due to insufficient Gong credits. If multiple trackers paused at the same time, running out of credits is the likely cause.
Why isn't my keyword tracker detecting a word it should?
The word may be transcribed differently from how you typed it. For example, a name heard as "Rye" instead of "Ryan". Add the term to your company's custom vocabulary so transcription matches it.
Why don't my new keyword tracker's metrics show yet?
When you create or save a keyword tracker, Gong reprocesses your company's past calls. Search can show the tracker sooner, but metrics and the API can take up to a couple of days.
Can I see AI tracker results in Salesforce?
AI tracker results from calls are exported to Salesforce by default. If an admin turned the export off, you won't see them. They appear on the Gong Conversation record under Content > Trackers, with a [Smart] prefix.