[Orum]: Objection Detection

This guide will walk you through how to get into and navigate our objection detection feature so you can listen and coach your reps accordingly.

Orum - Dashboard

  1. 1. Click into Call History in your top headers

    Click into Call History in your top headers

  2. 2. Once in Call History, click into "Objections" next to "All Calls" to look at calls with Objection Detection.

    Once in Call History, click into "Objections" next to "All Calls" to look at calls with Objection Detection.

  3. 3. If there is a specific Objection you want to filter for, you can apply a filter here. This is great for coaching on a specific objection or understanding patterns in your team's calls.

    If there is a specific Objection you want to filter for, you can apply a filter here. This is great for coaching on a specific objection or understanding patterns in your team's calls.

  4. 4. The Objections column tells you which Objection was detected. "Objection Summaries" provides more context around the Objection at hand. The Disposition is the outcome the Rep manually saved for that call. Click "View Call Details to learn more about that specific call

    The Objections column tells you which Objection was detected. "Objection Summaries" provides more context around the Objection at hand. The Disposition is the outcome the Rep manually saved for that call. Click "View Call Details to learn more about

  5. 5. Within Call Details, you can perform a handful of actions like view that prospect in CRM, add a Coaching Note, or add the call to Call Library. You can skip to the moment the Objection was detected and use the Transcript for a written record of the conversation.

    Within Call Details, you can perform a handful of actions like view that prospect in CRM, add a Coaching Note, or add the call to Call Library. You can skip to the moment the Objection was detected and use the Transcript for a written record of the c

  6. 6. Within Call Library reps will be able to view and search Transcripts, and filter calls for objections in the left side panel. Objections will be highlighted both in the playback bar for calls, and in a summary at the top of the call transcript. 

    Within Call Library reps will be able to view and search Transcripts, and filter calls for objections in the left side panel. Objections will be highlighted both in the playback bar for calls, and in a summary at the top of the call transcript.

  7. 7. Back in Call History... If for some reason you wish to remove an Objection, you can do so by clicking the edit button.

    Back in Call History... If for some reason you wish to remove an Objection, you can do so by clicking the edit button.