Indicators

This glossary lists each Managed Tracker and its description.

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

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Contact Center

• 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 a callback.

• Symbl.Cancellations
  Used to identify customers asking for the 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 representatives mentioning promotions, coupons, and discounts.

• Symbl.Reconfirmation
  Used to identify when agents reconfirm customer information.

• Symbl.Repeat_Inquiry
  Used to identify if a customer is reaching out multiple times 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.

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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, 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 recognition 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 presentations during a meeting.

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

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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 themselves 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 small talk in a conversation.

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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.