Who can use this: Any team member
Available on: Enable Essentials, Enable
Ideal for: Managers, sales leaders, enablement, RevOps
Gong provides three views for understanding coaching activity across your team: Coaching inbox, Coaching metrics, and the Team page under Insights. Each view has a different purpose and uses different scopes, timeframes, and counting rules.
Which view does what
Use each view for a different part of the coaching workflow.
Coaching inbox: A coaching workspace for frontline managers. It shows recent coaching activity for team members, calls to coach, and open feedback requests. Visible calls with open feedback requests are pinned to the top of the Recorded calls list. Private calls may not appear. It is designed to help managers prioritize coaching actions. Learn more about reviewing team coaching with Coaching inbox.
Coaching metrics: A reporting view for managers of managers. It shows how managers across a hierarchy are coaching their teams, with columns for calls listened, attended, commented on, scored, and marked as feedback given. It is designed for comparing coaching activity across managers and reviewing coaching trends. Learn more about checking how your managers are coaching their teams.
Team page under Insights: Shows your team's call stats, such as talk ratio and email response time, and three coaching tabs: Scorecards (average scores and trends), Gong usage (how much the team is engaging with Gong), and Coaching received (how much coaching each person is getting). It is designed for analyzing performance over a selected time period. Learn more about understanding your team's call stats and checking how your team is being coached.
Why numbers differ across views
The same call or coaching event can show different numbers across views because each view counts different people, uses different date logic, and refreshes on different schedules.
People included: Coaching inbox and Coaching metrics only count activity on a manager's direct reports' calls. Gong usage and Coaching received in Insights > Team may include different people depending on how the view is filtered.
Date logic: Coaching metrics assigns activity to when the coaching happened, not when the call occurred. For example, if a manager listens to a call today that was recorded last month, that activity appears in today's reporting period, not last month's.
Counting rules: Many call-based metrics count calls rather than individual actions. For example, listening to the same call multiple times counts once, and multiple types of feedback on one call count as one call with feedback. Exact counting behavior can vary by metric and time grouping.
Visibility: Scorecard visibility depends on permissions. A manager with restricted scorecard access may still see aggregate score averages in Insights > Team, but not individual call-level scores.
Refresh timing: Coaching inbox data is updated once a day, Coaching metrics usually take 24–30 hours to update, and Insights > Team statistics are updated twice a day.
Frequently asked questions
Which view should I use if I want to hold managers accountable for coaching coverage?
Coaching metrics is the right view for comparing manager coaching activity across a hierarchy over a selected period. It provides per-manager columns for the types of coaching activity and lets you drill into the calls behind each number. Coaching inbox shows who needs coaching now rather than historical comparisons.
Does a comment count as feedback in all views?
No. A comment is not automatically coaching feedback. Whether a comment counts as feedback given in coaching reports depends on conditions such as the direct-report relationship, who else attended the call, visibility, and whether the team member requested feedback. All views count calls with feedback separately from calls with comments. Learn more about what counts as feedback.