Once you know what your coaching processes look like, we need a way to configure Truly to detect when these key events are happening.
What Data Points Can I Use For Detection?
Across All Activities/Deals
Being Salesforce-Native, our analytics platform can cross-reference any object or field in Salesforce. This means that you can segment coaching rules not just by the activity itself, but also things like the related "Account Tier" or "Opportunity Size".
The default objects supported out of the box are:
Activity
Lead
Account
Contact
Opportunity
TrulyTranscription
Within Call/Meeting Transcripts
Within calls, Truly can zero in on the following signals:
Signal | Example |
Keywords | Salesforce |
Keyword Variations | Salesforce, Sales force |
Phrasing Variations | "This call may be monitored or recorded"
"My boss may monitor this call, and I am recording it"
"Are you okay if I record this call? Great, also it might be monitored by our training team as an FYI." |
Phrase Timing | Was Agenda set at the beginning of the call?
Did the rep attempt to schedule a follow-up at the end of the current call? |
Within Activities
Truly automatically calculates a variety of activity level metrics by modeling the back and forth behavior across all forms of engagement (calls, texts, emails, meetings). You define what a 'high quality' interaction is between your reps/customers and Truly will do the rest. You can find a full list of computed metrics here.
Example 1: Back and Forth With a Client
Event | Contact Engaged | Days since Last Engagement | Touches Since Last Engagement | Time Since Last Outbound Touch |
Rep Receives Email (Day 0) | true | 0 | 0 |
|
Rep Sends Email (Day 1) | false | 1 | 1 | 1 |
Rep Sends Email (Day 4) | false | 4 | 2 | 3 |
Within Deals:
Truly automatically calculates a variety of opportunity level metrics by overlaying Activity and Opportunity History data. These can be used to further add context to activity or deal coaching (full list of metrics here)
Example1: Reps Spending Too Much Time On 'Stuck' Deal
For this, you could use the 'Talktime in stage' metric (which sums up all rep talking in the current stage) to determine if the rep is spending far too much time on this deal without seeing any progress.
Example2: Rep Needs To Chase More OR Abandon Pursuit
Below, we have two deals alongside two computed Truly metrics - this illustrates how a state metric (deal stage), an event metric (what happened), and an activity metric (what the rep has done) make it easy to prescribe an automated next step
| Stage | Time Since Last Engagement | Touches Since Last Engagement | Likely Next Step |
Deal A | Demo | 14 days | 2 | Follow up with Call + Email |
Deal B | Demo | 14 days | 6 | Abandon pursuit |
Deal C | Proposal | 14 days | 6 | Create follow up task for Director/VP to reach out to executive sponsor |