What are Question Trackers?
Question trackers are customizable analysis elements that monitor specific questions and their answers within a conversation. Key features include:
Tracking whether a particular question has been asked
Recording the answer if the question was addressed
Identifying questions based on intent, not exact wording
Storing exact quotes of questions and answers for transcript reference
Recognizing answers even if the question wasn't explicitly asked
Question trackers are organized into categories (e.g., Qualification Questions, Pain Questions) to provide structure and context.
Purpose
Question trackers serve two main purposes:
Information Extraction
Extract specific pieces of information from conversations
Example: "How many sellers do you have on your team?"
Coaching
Provide a framework of questions for sellers to use during meetings
Enable self-coaching by comparing actual questions asked to the recommended framework
Assess the information gathered from each question
How to Create Question Trackers
Navigate to Settings -> Analysis Configuration -> Question Trackers
Click on "Add Question Tracker Category" or edit an existing category
Edit/Add category name (e.g., "Pain Questions")
Make sure to select the correct language
Add questions to the category
Important: Formulate questions as they would be asked in a conversation. For example:
Instead of: "What challenges does the customer have?"
Use: "What challenges do you currently face?"
Best Practices
Use clear, conversational language in your questions
Group related questions into logical categories
Regularly review and update your question trackers to ensure relevance
Use the extracted information to improve future interactions and strategies
Analyzing Results
After a conversation, review the question tracker results to:
Identify which key questions were asked and answered
Assess the completeness of gathered information
Determine areas for improvement in future conversations