Allow newly added trackers to be run against pre-existing recorded calls
Ability to have newly added trackers to the system run against existing call recordings (as opposed to just call recordings moving forward).
Rollin Sopher
shared this idea
We are not running trackers on past calls for cost reasons. Most customers can get the same insights from a tracker from new calls within days.
-
Shannon
commented
This is extremely necessary. I really hope that this is reconsidered.
Often, the task of reporting on calls is identified retroactively...
EX: "We've recently heard a lot about X (new brand/client/issue/etc.), how many times has X been mentioned in the past month by our customers?"
How can we effectively report on a tracker if it is newly created? With this tracker configuration, fulfilling this task is not possible unless you can predict every single scenario, ask, concept the moment you go live with ringsense. In RingSense training, it was suggested to "start small, dont overload" with trackers... this doesn't seem like an effective suggestion if we cannot run newly created trackers against old calls.
-
Rory
commented
This is not a very good reason to not allow new trackers to evaluate older calls. As we (administrators) get better at understanding the value of trackers, being able to create new ones and see how our team scores, on existing calls would be very valuable. Maybe have some limitations on how many calls but to disregard a request, endorsed by many users, is not very customer centric.