Custom Tracking enables users to analyze keywords or phrases thoroughly. It displays frequency within accounts and offers insights like AI Conversation Score, Sentiment, and Agent performance for calls featuring those terms. This aids decision-makers in refining communication strategies for successful call outcomes.
To access it, follow the below-mentioned steps:
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On the Convin dashboard, go to the Customer Intelligence module.
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Shift to the Custom Tracking tab.
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To apply extensive filters to get detailed reports, click on filter button.
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Apply all the desired filters.
Click on the "Apply Filters" button.
Add Group in Custom Tracking
A user can create groups and include several associated keywords within them. To add a new group,
Go to the Groups card.
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Click on the "Add" button.
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Enter the Group name.
Click on the "Save" button.
Add Keywords to a specific group
To add keywords, select the group in which you want to add keywords.
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Click on the "Add Keywords" button.
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Enter a display name and type in the Keyword or Phrase you want to keep track of.
After filling in all the fields, click on "Add Keywords."
To have a look at the detailed analysis of a keyword, select the desired keyword card.
To locate the conversation where a specific keyword was used, click on the snippet button next to the respective phrase or keyword.
To rename, delete, or download the data with respect to a particular keyword, go to the Action button.
I hope this article was helpful to you. If you have any queries, drop us an email at "[email protected]," and we'll help you.
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