Guidelines for building trackers

Keyword trackers in MeetRecord allow you to monitor specific words, terms, or phrases mentioned during conversations.

Key Elements of a Keyword Tracker

Tracker Name:

A descriptive title that reflects the purpose of the tracker. The name itself isn’t tracked unless added as a phrase.

Language:

Set a default language (e.g., English) for the tracker. You can add phrases in multiple languages by selecting +Add Another Language.

Phrases to Track:

Enter keywords or phrases separated by commas.

• Example: discount, best price, save.
• To track related word forms, such as "renew" and "renewal," check Include Related Word Forms.
• Use quotation marks for numbers with commas (e.g., “10,000”).

Track When Said By:

Choose who should trigger the tracker:

• Anyone: Tracks the phrase regardless of speaker.
• Company Employees: Tracks phrases spoken by internal team members.
• External Participants: Tracks phrases spoken by customers or prospects.

Additional Filters:

Refine when the tracker is applied:

• Call Context: Track phrases in specific scenarios, such as questions, early-stage discussions, or specific topics.
• Call Filters: Limit tracking to calls from certain team members or stages.

Tracker Display Options:

Select where tracker results should appear:

• Call Page: Shows tracker mentions during a call.
• Emails: Includes tracker mentions in post-call summaries.
• CRM Export: Adds tracker data to CRM reports.
• API and Insights: Makes tracker data available via APIs or deal insights.

Checklist for Building Effective Trackers

Define the Purpose:

• What business question should the tracker answer?
• Example: Are competitors mentioned in late-stage deals?

Decide Who to Track:

• Determine if the tracker applies to internal employees, external participants, or both.

Balance Precision and Recall:

• Precision: High precision ensures that tracker results are relevant.
• Recall: High recall captures most relevant mentions, even if some irrelevant results are included.

Reality Check:

• Test your proposed phrases by filtering calls in the Search page.
• Check if the phrase appears in at least 5 calls to ensure relevance.
• Read call snippets to confirm contextual accuracy.

Refine Your Phrase List:

• Add or remove phrases based on the reality check.
• Avoid overly general, long, or redundant phrases.
• Ensure phrases reflect the tracker’s purpose.

Review the Tracker:

• After setup, test the tracker on 3–5 call pages to confirm it meets your expectations.

Avoiding Common Tracker Pitfalls

Overly General Phrases:
General terms like "quality" may produce irrelevant results. Use specific phrases like quality assurance instead.

Context Overlap:
Avoid phrases that appear in multiple contexts unless necessary. For example, want to let you know may apply to both recording notifications and unrelated updates.

Long or Complex Phrases:
Long phrases are less likely to match exact wording in calls. Keep phrases concise and targeted.

Missed Common Denominators:
Use common words (e.g., ballpark) when they capture multiple relevant phrases, such as ballpark figure or ballpark price.

Redundant Phrases:
Avoid duplication. For example, our budget inherently includes out of our budget.

Pronunciation Variations:
Add pronunciation variants (e.g., Salesforce.com, SFDC) to the custom vocabulary, not trackers.

Overlapping Trackers:
Trackers with >50% overlapping phrases may benefit from clearer differentiation or more specific phrases.

Example Tracker: Legal Mentions

Tracker Purpose:

• Identify mentions of legal aspects in deals, such as NDAs or contracts.

Track When Said By:

• Anyone, as legal mentions from both sides are relevant.

Phrases:

• Initial list: legal team, NDA, contracts, general counsel.
• Refined list: Added DocuSign, MSA, red-lines, non-disclosure.

Reality Check:

• Testing revealed "agreement" was too generic and irrelevant to legal contexts. Removed it.

Final Phrases:

• legal, NDA, MSA, DPA, amendment, DocuSign, red-lines.

Example Tracker: Privacy Concerns

Tracker Purpose:

• Surface customer concerns about privacy or data sensitivity.

Track When Said By:

• External Participants (customers or prospects).

Phrases:

• Initial list: privacy, data privacy, consent.
• Refined list: Focused on phrases like privacy concerns, legal implications, sensitive data.

Reality Check:

• Found that "consent" frequently appeared in irrelevant contexts, such as consent pages. Removed it.

Final Phrases:

• privacy concerns, privacy issues, recording customers, without consent, sensitive information.