Report on tracked terms in transcripts

Set up tracked terms to report on recordings that are transcribed using Conversation Intelligence (CI). When a term is mentioned in a recording, that data will become available in the custom report builder. You can also filter recordings on the index page by tracked term. Reporting on tracked terms gives you more visibility into call trends and opportunities for growth across your sales team.

You can also use tracked terms in workflow and list enrollment criteria, as well as set up notifications for tracked terms:

• In the list editor, edit your list criteria and click Add filter. In the right panel, select Activity properties > Tracked terms. Add your tracked terms.
• In the workflow editor, click Set up triggers. In the right panel, select Activity properties > tracked terms. Add your tracked terms.

Below, learn how to set up tracked terms for reporting, then how to access a call report.

Add tracked terms

Please note: you must be a super admin to add or edit tracked terms. 

To add tracked terms:

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Calling.
• Click the Transcription and Analysis tab.
• In the Tracked Terms section, click Edit tracked terms. 
  
  
• In the right panel, click + Add Category. 
• Enter a category name, then enter a tracked term in the text field.
• To add more tracked terms to a category click + Add tracked term. 
• Click Save to save your changes.

After saving your changes, historical data will appear in your tracked term reports within three hours. These reports will include data gathered from recordings made in the past 30 days. You will receive an email notification once this data is available. 

Customize tracked term notifications

You can choose which tracked terms you want to be notified about when the term is mentioned in a call transcript. 

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to General. 
• Click the Calling tab. 
• In the Transcription And Analysis section, select an option:
  • All terms: receive notifications for all tracked terms. 
  • Selected Terms: select specific tracked terms to receive notifications about. Click the dropdown menu and select the checkboxes next to the terms to subscribe to. 
• Click Save. 

To receive notifications when a tracked term is mentioned on a call, make sure to turn on the Tracked Term(s) Found in Call notification topic in your settings. 

Create a call report

Once you've added or edited your tracked terms, you can start reporting on how often these terms are used during calls.

• In your HubSpot account, navigate to Reporting > Reports.
• Click Create custom report.
• In the left sidebar menu, click Custom Report Builder. 
• Click the Primary data source dropdown menu and select Calls.
• Select any other data sources you'd like to report on, then in the upper right click Next. You'll then be brought into the report builder where you can continue building your report.

You can also use standard tracked term reports that are included in HubSpot's report library. To add a tracked term report from the report library to your dashboard:

• In your HubSpot account, navigate to Reporting > Reports.
• Click Report library. 
• In the search bar in the top right, enter tracked term. 
• The standard tracked term reports will appear. Below the report name, click Save report. Learn more about adding reports from the report library to your dashboard. 

Learn more about using CI to review recordings.