Word Trackers Follow

Word Trackers allow you to monitor specific keywords or phrases within call transcripts. These trackers are straightforward and highly effective for identifying exact terms in conversations, helping you focus on relevant interactions and gain actionable insights. 

Topics Covered:

• Prerequisites
• How to Create Word Trackers

Prerequisites

To create or manage Word Trackers, you need permission to Manage Trackers. You cannot access the manage trackers screen if you don't have permission.

How to Create Word Trackers

Follow these steps to set up a Word Tracker:

• Click on the Profile Icon on the top right corner
• Go to Setup and select Sandy AI from the left sidebar
• Select Trackers.
• Click the “New” button to create a new tracker.

• Tracker Name: Provide a relevant name for the tracker.
• Description: Add a brief description of what the tracker monitors
• Tracker Type: Select Word Tracker
• You can specify whose words the tracker should track:
  • Anyone: Tags words spoken by users or customers.
  • Users: Tags words only spoken by users.
  • Customers: Tags words only spoken by contacts.
• You can select the Call Type on which the tracker should work on:
  • Inbound: Tracks words during incoming calls.
  • Outbound: Tracks words during outgoing calls.
  • Inbound or Outbound: Tracks words during any call type.
• You can choose the Calling Parties that you want the trackers to work on:
  • Users Only: Tracks words during internal calls.
  • Users and Customers: Tracks words during external calls.
  • Both: Tracks words in both scenarios.
• You can set the tracker to monitor said words at specific time during the call:
  
  • Anytime: Tracks words at any point during the call.
  • First 5 Minutes: Tracks words only within the first five minutes of a call longer than five minutes.
  • Last 5 Minutes: Tracks words only within the last five minutes of a call longer than five minutes.

• Enter the keywords or phrases you want the tracker to monitor:

  • Enter one or more keywords/phrases (Max: 150 characters per entry).
  • Press Enter or click the “+Add” button to include additional terms.
  • At least one keyword or phrase is required to save the tracker.

• Save or Enable the Tracker

  • Click “Save” to save the tracker in draft mode, enabling it later.
  • Click “Save & Enable” to save and begin the tracker’s training process immediately.
  • On Save, it will display the message Saved successfully and On Enable it will display the message The training has been started for the tracker. We’ll enable the tracker once it's done.