The rollout of reporting for keywords (tracked terms) on Call Objects with Conversation Intelligence is a great tool only if you use call recording and transcription. We do not.
However, we have a number of requirements to report on certain tracked terms that are not satisfied by the general search for those terms (mainly because that does not yield an actual actionable report, just a temporary list of objects).
Ask:
Leverage the Tracked Terms list to search and report on all activity types (or at a minimum, all Notes on Call activities)
Impact:
monitor trends to inform cross functional teams
identify common customer requests to better prioritize work backlog and feature requests
identify potential issues earlier to limit occurrence
