Create keyword trackers
Keyword trackers monitor specific words or phrases across your calls. Once set up, Outdoo AI flags any call where a tracked term is mentioned, so you can find those moments in call review and filter and report on them.
Go to Manage > Trackers, click Add Tracker, and select Add Keyword Tracker.
Tracker details
Tracker Name
Use a name that describes the purpose, not the word being tracked, for example "Pricing objections" rather than "expensive." The name itself is not tracked unless you add it as a phrase.
Sentiment
Set whether mentions of this term are typically Positive, Negative, or Neutral in context.
Tracker Type
Choose Watchword, Product Feature, or Competitor. This affects how the tracker is categorized in reporting.
Speaker
Choose who has to say the phrase for the tracker to fire:
- Internal: people in your company.
- External: customers and prospects.
- General: anyone on the call.
A competitor name said by customers is a different signal from the same competitor name said by your team members.
Language
Set the language of the phrases in this tracker. To track the same idea in another language, create a separate tracker for that language.
Phrases to track
Under Tags, enter the terms or phrases you want to monitor, separated by commas. Include the variations people actually say, for example "renew, renewal, renewing".
Tracker Options
Select Trackers on call to track these phrases in calls.
Click Add Tracker to save. The tracker applies to new calls from that point forward. To change it later, open the tracker from the list and edit it.
See: Guidelines for building effective trackers
Hope this article was helpful. For any queries, please write to support@outdoo.ai