What are Trackers?
Trackers are powerful tools that help you quickly find key moments in your conversations. They act like topic trackers, identifying specific words, phrases, or even concepts mentioned during calls. Grain comes with 2 built-in Trackers, but you can also create your own based on your team's priorities and what insights you want to capture.
How do Trackers help?
Trackers give you key insights into conversations happening across your team. They surface mentions of specific words, phrases, or concepts, showing you where, when, and how often they occur.
For example:
Review key talking points: Easily see when specific words, phrases, or concepts are mentioned, like product features, pricing, or competitor mentions.
Identify coaching opportunities: Understand which talk tracks are working the best and coach team members on improving their conversation skills.
Track Frequency: Monitor how often key topics are discussed.
How Trackers Work:
Trackers use two types of information to identify words, phrases, or concepts:
Topic-based: Topic information uses AI to identify concepts even when expressed with different words. For example, a Tracker for "pricing" with the phrase “Asking for a discount” will also capture phrases like "Is that the best you can do?".
Keyword-based: Keyword information uses specific words you define to identify Trackers. You can add multiple keywords like "competition", "budget", or "timeline".
How to create a Tracker
1. Navigate to Settings:
Go to Settings > Trackers
2. Create a New Tracker:
Click + New Tracker
3. Define Your Tracker:
Name: Choose a clear and concise name for the concept you want to track.
4. Provide Examples:
Keywords: Add relevant keywords for precise matching. We’ll match the Tracker with the exact word said on the meeting.
Please note: We allow up to 50 keywords/phrases for tracker creation.
Phrases: In the "Show Advanced" section. Provide a few real sentences or phrases that exemplify the concept. These will be used to identify similar sentences in meetings.
Tips for Writing Phrase examples:
Use actual sentences or phrases from your calls
Keep your examples short and specific
Include multiple types of phrases
5. Define Meeting Type & Speaker Type:
Meeting Type: Select the types of meetings you want to Track. This helps focus the Tracker on the type of meeting.
Customer, Team, or All: Choose if the tracker applies to internal meetings (Team), external meetings (Customer), or both (All).
Speaker Type: Select the speaker you want to track. This helps focus the Tracker on the type of person you want to track:
Customers, Team Members, of All: Choose if the tracker applies to internal speakers (Team Members), external speakers (Customer), or both (All).
6. View Results:
After saving, you can view Trackers results by selecting the Tracker you created and clicking the number of matches link.
See results across different meetings in the Trackers viewer modal
Where to see Trackers in action
You can see Tracker results throughout Grain, including:
Meetings page: Filter meetings based on Trackers (e.g., to find mentions of product features).
Meeting recordings: See where Trackers matched during a call in the Trackers section.
Insights: Explore how often Trackers are mentioned, and click on a tracker to see all related meetings. To view them, go to Insights > Trackers.
Out-of-the-Box Tracker:
Tracker | Meeting Type | Speaker Type | Tracker Phrases: How is this concept expressed in real calls? |
Competitor | Customer | Customer |
|
Customer-Pain-Points | Customer | Customer |
|