When leveraged properly, Chorus Trackers are a powerful tool to have Chorus automatically highlight the key moments in your sales conversations. Below are advanced tips and tricks to take your trackers to the next level.
Once you've gone through the best practices below, click here to start leveling up your Trackers! If you require any assistance with Tracker setup, please contact your Chorus CSM, we are always happy to jump in and provide a helping hand.
A transcript of a call is composed of short transcription subunits called “utterances”. Each of these utterances is a textual representation of an audio piece that is usually 5-15 seconds long. You can think of an utterance as the equivalent of a spoken sentence, so if you pause significantly while speaking, Chorus will transcribe this as two separate utterances. As you might have figured, you can see them all in the transcript section for any of your calls.
When we search for Trackers in a call, it’s important to remember that it is these utterances that are being searched, one at a time. In other words, we look at each of the call’s utterances and run them through the query. If the query returns a positive result, the utterance is marked or caught, and will be displayed as a Chorus moment.
Tracker Search Terms
Our search function is smart. When you search for a term, it also searches for words that are grammatically related to it. For example, searching for the term work will also yield works, worked, and working in the results. This is helpful both because language is versatile and because both our ASR (automatic speech recognition) and a call’s audio are not always perfect, which may confuse these similar words in the transcription.
A search term is a unit of text. A term can be a single word (like brown or fox) or a phrase surrounded by double quotes (“brown fox”) where its words are searched in order. Capitalization is not required, so “Brown Fox” will get the same results as “brown fox”. Punctuation marks are also disregarded, so “brown-fox”, “brown fox?”, “brown.fox”, “brown/fox”, etc. are all equivalent. Remember that quotation marks should only appear around phrases, and anything between them will be regarded as a search term. This means that field names and operators should never be inside quotes.
Search Terms (and fields) are connected by UPPERCASE operators:
- OR - returns a positive result if at least one of the terms (arguments) it connects is found.
- Ex: “brown fox” OR “cute bonobo” will mark the utterance as positive for this tracker for any utterance that contains “brown fox”, “cute bonobo”, or both of them somewhere in the utterance. Notice that the phrase in quotes has to appear in its entirety. If the words “cute” and “bonobo” are there but not adjacent, the utterance will not be marked.
- AND - returns a positive result only if both terms it connects are found.
- Ex: “brown fox” AND “cute bonobo” will mark the utterance only if it contains both phrases in it, no matter how far apart they appear or which comes first.
- Ex2: A good competitor tracker for an imaginary company called SneezingApe would be “sneezing ape” rather than “sneezing” AND “ape”. That’s because the former catches the exact phrase while the latter catches any utterance that contains these two words in any order, and in any distance from each other.
- NOT - returns a positive result only if the following term is not found.
- AND NOT - returns a positive result only if the preceding term is found and following term is not found.
- Ex: “brown fox” AND NOT “cute bonobo” will mark the utterance only if it contains “brown fox” and does not contain “cute bonobo”.
- Ex: NOT “brown fox” will return all utterances that do not contain the phrase “brown fox” in them. By itself, this may not be very useful, even harmful in many cases, but NOT can be very useful in conjunction with AND:
The ~ operator allows us to search for terms that are in a certain proximity, or distance, from each other. The distance is indicated by the number following the ~. Note that the ~ comes directly after the search term, without any space, and not followed by any quotation mark.
- “give book”~1
- This will return “give book”, “give your book”, “give the book”, etc.
- “give me the book” will not be returned because here the distance is 2.
- “give new book”~1
- This will return “give the new book”, “give new fresh book”
- It will not return “give me the new fresh book” - distances accumulate, and the two distances of 1 here, are summed to a total distance of 2.
- A change of word order may also occur, and is counted as 2 distance unit.
- It’s recommended to keep proximity low (lower than 5). High n-values can slow down query performance and decrease reliability, as anything may come up between the specified terms.
Order of Operations
- To specify that this tracker only applies to the rep or the prospect, include "speaker=rep" or "speaker=prospect" before your search terms.
- (speaker=rep AND ("science" OR "astronomy"))
- To specify that this tracker only applies if it happens within a specific time range of the conversation--for example, an up front contract should happen within the first 10 minutes--enter the time in seconds using the following syntax: duration:<600
- (duration:<600) AND ("science" OR "astronomy")
- (duration:<600) AND (speaker=rep AND ("science" OR "astronomy"))
- In many cases, the only operator used in the tracker is going to be OR. If this is the case, the order of the terms has no effect on results and parentheses are not necessary.
- “bonobo” OR “chimp” OR “orangutan” = “chimp” OR “orangutan” OR “bonobo”
- When combining different operators in a query, it’s always safe to wrap each of the OR-sections in parentheses.
- Good: (“bonobo” OR “chimp”) AND (“science” OR “astronomy”)
- Bad: “bonobo” OR “chimp” AND “science” OR “astronomy”
- The above rule applies to every use of AND and NOT. In order to get the desired results, place each of the arguments inside parentheses.
- (duration:>300) AND ((“scyther” OR “eevee” OR “chansey”) AND NOT (“rocket”))
- This will return any call that is at least 300 seconds long and contains at least one of the words: “scyther”, “eevee”, or “chansey”, and does not contain the word “rocket”.
- Without parentheses, the returned results will not be as expected.
Examples of Common Mistakes
- "Facebook" OR ("face" AND "book")
- ("face" AND "book") will catch any utterance that contains the words “face” and “book” in no particular order or proximity to each other.
- Should be: "Facebook" OR "face book"
- Another option: "Facebook" OR "face book"~1, if you want to account to words that might make their way into there, but that is generally unneeded for Competitor names.
- "Data coaching" AND "Data walk through" AND "walk through"
- Will catch only an utterance containing ALL of the above terms. In order to get any utterance that contains at least one of them, connect with OR.
Letters and numbers
- “abc” OR “a b c” OR “ay bee cee”
- Letter abbreviations are generally caught as one word, or several one-letter words.
- “abc” OR “a b c” should be enough to catch them
- You may experiment with “a be see” OR “a bee sea” etc., but only use those if results are improved.
- "3rd party” OR “15 dollars”
- The search function doesn’t find numbers. Numbers need to always be spelt out.
- Should be: “third party” OR “fifteen dollars”
- Tip: you might catch more results if you add OR “fifty dollars” to the above. Our ASR is not perfect, and these are similar-sounding words.
- ("dollar" OR "buck" OR "usd" AND "price")
- Should be: ("dollar" OR "buck" OR "usd") AND ("price")