Managed trackers glossary

The Managed Trackers Library is a set of forty Trackers that Symbl.ai provides to help you get started detecting Trackers in conversations. Managed Trackers are organized into categories, which is reflected here.

This glossary lists each Managed Tracker and description.

If you want to add phrases to any of these Trackers, see Managed Trackers Library. You can also use create your own trackers and categories, as described in Custom Trackers.

Contact Center

Symbl.Alternatives

Used to identify alternative solutions offered for a problem.

Symbl.Assurance

Used to identify instances when an agent assures the customer to solve the problem.

Symbl.Call_Purpose

Used to identify the purpose of the call.

Symbl.Callback

Used to identify when information is requested for callback.

Symbl.Cancellations

Used to identify customers ask for cancellation of a product or service.

Symbl.Explore_Further_Issues

Used to identify when an agent checks for more issues.

Symbl.Personal_Identification

Used to identify the person.

Symbl.Promotion_Mention

Used to identify representative mentioning promotions, coupons, and discounts.

Symbl.Reconfirmation

Used to identify when agents reconfirm customer's information.

Symbl.Repeat_Inquiry

Used to identify if customer is reaching multiple times to the customer service to resolve an issue.

Symbl.Sales_Question

Phrases to identify what kind of questions customers are asking about buying or getting a discount for a product or service.

Symbl.Technical_Difficulties

Used to identify technical difficulties with communication and access.

Symbl.Wait_Disclaimer

Used to identify the automated system wait disclaimer.

Sales

Symbl.Budget

Used to identify mentions of budget and discounts.

Symbl.Lead_Source

Used to identify mentions of how people know about the company or product or service.

Symbl.Pain_Points

Used to identify mentions of pain points and issues in a conversation.

Symbl.Positive_Feedback

Used to identify positive recognitions and feedback.

Symbl.Pricing

Used to identify pricing mentions.

Symbl.Revisit

Used to identify the topics to be revisited.

Symbl.Timeline

Used to identify mentions of timelines in a conversation.

Symbl.Upsell_Opportunity

Used to identify opportunities to up-sell or upgrade a product or service in a conversation.

Symbl.Use_Case_Discussion

Used to identify mentions of use cases, customer problem statements, and related solutions in the conversation.

Symbl.Virtual_Demonstration

Used to identify demo presentation during a meeting.

Symbl.Voicemail

Used to identify and keep track of the calls that went to voicemail.

General

Symbl.Apathy

Used to identify mentions of apathy in a conversation.

Symbl.Dissatisfaction

Used to identify moments of dissatisfaction expressed in a conversation.

Symbl.Empathy

Used to identify moments of empathy expressed in a conversation.

Symbl.Excitement

Used to identify moments of excitement expressed in a conversation.

Symbl.Goodbyes

Used to identify the goodbye exchange typically at the end of a conversation.

Symbl.Greetings

Used to identify greetings typically at the beginning of a conversation.

Symbl.Introductions

Used to identify people introducing to each other in the conversation.

Symbl.Politeness

Used to identify moments of politeness in a conversation.

Symbl.Recording_Disclaimer

Used to identify call recording disclaimers that appear in a conversation.

Symbl.Small_Talk

Used to identify the small talk in a conversation.

Recruitment

Symbl.Allow_Candidate_Questions

Used to identify if the recruiter has offered the candidate the opportunity to ask questions.

Symbl.Compensation

Used to identify mentions relating to aspects of compensation.

Symbl.Proficiencies

Used to identify mentions of proficiencies and skills.

Symbl.Red_Flags

Used to identify potential red flags a candidate has expressed during an interview.

Symbl.Remote_Work

Used to identify mentions relating to aspects of working remotely.

Symbl.Team_Player

Used to identify mentions of being a team player.