Check how your managers are coaching their teams

Who can use this: Any team member

Available on: Enable Essentials, Enable

Ideal for: Manager of managers

Required permissions: Coaching page and Coaching stats

Before a monthly review with your managers, check whether each of them is coaching their reps. In Coaching metrics, you can compare your managers side by side to see who listens to their reps' calls, gives feedback, and scores calls, and where coaching is thin. The numbers count only the coaching each manager does with their own direct reports.

You can also see the coaching each rep receives and gives.

Step 1: Compare your managers

Start with the whole group to see which managers coach the most and the least in the period.

To compare your managers:

1. From the left sidebar, click Coaching, and select Coaching metrics.

2. Select the filters at the top of the table:

   • Team: The senior manager or team whose managers you want to see.

   • Manager level: All managers who roll up to the senior manager, only their direct reports, or only level 1 managers, for example frontline managers.

   • Time period: The dates to include.

   • Call type: A specific call type to limit the table to.

3. Compare the columns for each manager. Green and red arrows show the change from the previous period.

   • Calls listened: Calls where the manager listened to a direct report's call, live or by playing the recording. Each call counts once, however many times the manager listened. A call can also count under Calls attended if the manager joined it live.

   • Calls attended: Calls the manager joined live with a direct report.

   • Calls with feedback: Calls where the manager gave feedback: A comment, scorecard, reply, or call marked as feedback given. A call with several pieces of feedback counts once. Learn more about what counts as feedback.

   • Calls with comments: Calls where the manager left at least one comment, whether or not it counted as feedback.

   • Calls with scorecards: Calls where the manager submitted a scorecard for a direct report.

   • Manually gave feedback: Calls the manager marked as feedback given, to log coaching that happened outside Gong.

4. (Optional) To rank your managers by one activity, click its column header.

Note:

The time period counts when the coaching happened, not when the call was recorded. A manager who listens to a call three months after it was recorded is counted in the period when they listened.

Coaching metrics show how much your managers coach, not how their teams' calls go. To compare how each team talks with customers, such as talk ratio, question rate, and email response time, learn more about understanding your team's call stats.

Step 2: Open the calls behind a number

Before you talk to a manager about a low or high number, look at the calls behind it to see what's driving it.

To open the calls behind a number:

1. From the left sidebar, click Coaching, and select Coaching metrics.

2. In the Coaching metrics table, click a number to see the calls it counts.

3. Click GO TO CALL to open a call.

Step 3: Share or analyze the data

Download the data when you want to share it with your leadership or analyze it by rep, call, or CRM account outside Gong. You can download a summary with one row per manager, or a file with one row per call. For the steps and what each file contains, see exporting coaching and enablement data.

Step 4: Get a monthly summary by email

Subscribe to monthly coaching metrics reports so you don't have to open the page to keep track. Each report summarizes how managers of quota-carrying reps coached in the last month, and the team's coaching trends.

To subscribe to coaching metrics reports:

1. From the left sidebar, click Coaching, and select Coaching metrics.

2. On the Coaching metrics page, click the More actions icon at the top right, and select Manage Subscriptions.
   Note: Subscribing requires a CRM integration.

3. In the Your coaching metrics reports window, click the Subscribe to team dropdown, and select the manager whose team's metrics you want to receive.

4. Click Save.

Tip:

After you subscribe, you can manage your coaching metrics reports in your notification settings.

Step 5: Talk to your managers about their coaching

The numbers are a starting point for a conversation with each manager, not a verdict:

• Ask each manager why their numbers are high or low. Then decide together whether they need to change how they coach or how they log coaching.

• Check whether a manager attends too many calls or doesn't listen to enough, and help them sharpen the insights they share with their teams.

• Remind managers of the ways to log their coaching: Leaving comments, scoring calls, or marking calls as feedback given.

• Help managers focus their coaching on common themes, such as the ideal pitch, how to give a demo, and how to answer difficult questions.

Frequently asked questions