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Report on tracked terms in call transcripts

Last updated: October 5, 2021

Applies to:

Sales Hub Enterprise
Service Hub Enterprise

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

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 icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Objects > Activities.
  • On the Calling tab, in the Tracked Terms section, click Edit tracked terms

    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.

Once you've added tracked terms, HubSpot will begin to track those tracked terms in future calls. HubSpot will not track new tracked terms from past calls.

Create a call report

You can build a custom call report to gain insights into your calls, including data from your tracked terms and categories.

  • In your HubSpot account, navigate to Reports > 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 Reports > 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

tracked-terms-report

Learn more about using CI to review calls.