AI Assist: Trackers

Trackers are available for AI Assist customers as part of the paid AI Assist offering. Trackers provide managers with high-level conversation intelligence on key topics across transcribed calls.

Trackers allow customers to:

• Track conversation topics across transcribed calls, with statistics such as topic adoption, sentiment evolution, and more
• Gain business intelligence around the topics that matter most to their team
• Monitor adoption of new initiatives, understand customer and team pain points, and focus call reviews on business-critical topics

Who has access

• Owners, Admins, and Supervisors with an assigned AI Assist license have access to the Trackers page and can create, edit, and delete trackers.
• The analysis searches for the defined keywords in conversations with transcripts in English, French, Spanish, German, Dutch, Italian, and Portuguese.
• The keyword search is exact. It looks only for the keywords entered by the user and does not support automatic translation. For example, a search for the English keyword cat will not automatically search for the German keyword Katze.
• The analysis is available in the Trackers tab under AI Assist in the left navigation menu.
• Up to 25 trackers can be created per company.

Functionality

Track a topic

Trackers are based on specific words, terms, or phrases that are mentioned in your conversations. When you set up a tracker, it searches for calls that contain the defined keywords and indexes those calls to the tracker.

Create, edit, and delete a tracker

Create

1. In AI Assist, go to the Trackers tab.
2. Click Track new topic.
3. In the popup, enter a Tracker name that is meaningful and unique. There must not be another tracker with the same name.
4. Enter the terms and phrases you want to track in the Keywords field. Press Enter after each individual keyword or phrase.
5. If you add multiple keywords separated by a comma and then press Enter, they are treated as a single expression, not as separate keywords.
6. If needed, refine the scope of the search by clicking Add filters. Trackers can be filtered by: Call type, Users, Numbers, and Said by.
7. Click Matching calls last week to see how many calls matched the defined keywords over the last 7 days. If no calls match, you can adjust the keywords, or create the tracker anyway and allow future calls to populate it.
8. Click Save to finish creating the tracker.

Edit, duplicate, and delete

1. Click the edit icon next to Track new topic to rename, edit, duplicate, or delete a tracker. Trackers can be fully edited after creation. You can update the tracker name, keywords, user filters, and number filters at any time.

Note: Edits are not retroactive. Removing a keyword or filter does not remove past matching calls from the tracker's historical data. Adding a keyword or filter only applies to calls going forward.

2. Click on the duplicate icon, right after the edit button to duplicate the tracker. Duplicating a tracker opens a new popup with the current tracker criteria pre-filled, which you can then modify.

Deleting a tracker is permanent and removes all statistics associated with that tracker.

Note: It is not possible to delete a tracker while the backfill process is in progress.

Backfill

When a tracker is created, one week of calls is backfilled. This means:

• The keyword search retroactively indexes conversations containing the defined keywords from the last 7 days.
• It may take from a few seconds up to a few minutes for the backfill to complete and for the tracker to populate with data.
• For trackers with many matching calls, backfill may take longer.

Click Refresh status to check whether the backfill process is still in progress.

Tracker stats

Viewing and filtering stats

Select a tracker to visualize its stats. You can filter tracker stats by: Users, Numbers, Duration, Date, Type, Customers, and Mood.

On the Conversations tab, click Preview next to a call to view the conversation snippets containing the tracked keywords, along with the call's Summary, Key Topics, Tags, and Notes.

If no calls match the tracker criteria and selected filters, the page and charts will be empty.

Metrics

Note: The Users tab currently displays only the first 10 agents who participated in calls with transcripts containing the tracked keywords.