Create a scorecard

Who can use this: Business admin

Available on: Enable Essentials, Enable

Ideal for: Enablement, RevOps, coaching leaders

Required permissions: Manage Scorecards and Trainings

A scorecard gives you a structured way to evaluate calls and coach your team consistently. Choose how to build yours: Gong AI drafts questions from your description, a template gives you a ready-made structure to customize, or start from scratch for full control.

Step 1: Start a new scorecard

Open the scorecard creation window and choose your starting point. The path you choose determines what's already in the editor when you reach Step 2.

To start a new scorecard:

1. From the left sidebar, click Assets, and select Scorecards.

2. Click + New scorecard in the top-right corner.

3. Choose how to start your scorecard:

   • Build with AI: AI Builder creates a scorecard from your description. You land in the editor with questions already added and automatic review turned on.

     1. Click Start building on the Build with AI card.

     2. In the Create a scorecard with AI screen, describe what you want to evaluate and who it's for.

     3. (Optional) Click Add sources to help the AI generate more relevant questions based on your actual conversations:

        • Calls: Select specific calls from your library. Use this when you want the AI to draw from particular examples.

        • Folders and streams: Select a curated collection of calls. Use this when you want the AI to draw from a broader set.

        Note:

        AI Builder doesn't use private calls or calls you can't access.

     4. Click the send button. Gong AI generates a draft scorecard and shows a preview on the right.

     5. Review the preview. Type in the Ask a follow-up field to refine any part of the scorecard.

     6. When you’re satisfied with the questions, click + Create Scorecard.

   • Use a template: Templates are Gong-provided scorecards for common conversation types. Selecting one opens the editor with questions already in place.

     1. Browse the template cards. Click Preview to review a template's questions before selecting.

     2. Click Use this template on the template you want.

     Note:

     Templates have Automatic review turned on by default. To use a template for manual scoring, turn off Automatic review before you publish the scorecard. A tech admin must first enable automatic review for your company.

   • Start from scratch: Starting from scratch opens an empty scorecard editor, where you build every question and setting yourself.

     1. Click Start from scratch in the top-right corner of the window.

     2. Enter a name in the Scorecard name field. This is required before you can save.

     3. (Optional) Enter a description to explain the scorecard's purpose.

Step 2: Configure settings

Set the scope and access rules for the scorecard before building your questions. All settings are under Settings in the left panel.

To configure settings:

1. In the left panel, click Settings.

2. (Optional) Under Filters, click + Add filter and add conditions to limit which calls the scorecard appears on. A call must match all filter conditions. If you don't add any filters, the scorecard is available on all calls.

3. Under Visibility on call page, choose who can see submitted results:

   • Everyone at [company name]: Results are visible to all team members who can access the call.

   • Team member scored and their managers: Results are visible to the scored person and anyone above them in their management hierarchy.

   • Manager: Results are visible to the scored person's manager and above, but not to the scored person.

   • Scorer: Results are visible only to the person who submitted them. For automatic review, this means results won't be visible to anyone on the call page.

4. (Optional) Under Notifications, select Send notifications to people who are scored to alert them when a result is submitted.

5. (Optional) Turn on Automatic review to have Gong AI score matching calls without manual review. If you used Build with AI or a template, this is already on. To turn on Automatic review, all questions must use Get answer from AI and the overall score must be set to Calculated score. Configure both in Step 3.

For full guidance on filters, see Define call filters for a scorecard. Visibility options are covered in Control scorecard visibility. For automatic review setup including applying to past calls, see Set up a scorecard with automatic review.

Step 3: Add or edit questions

All three paths land in the same scorecard editor. If you used Build with AI or a template, questions are already added. Review each one and make changes. If you started from scratch, build your question set from the beginning.

To add or edit questions:

1. To add a new question, click + Add question in the left panel. To edit an existing question, click it in the question list.

2. Enter or update the question text.

3. Select or confirm the question type:

   • Range: A numeric score on a scale you define. Can be weighted in a calculated overall score.

   • Yes/No: A binary answer. Can be weighted in a calculated overall score.

   • Single-select: Choose one option from a list you define. Cannot be weighted.

   • Multi-select: Choose one or more options from a list you define. Cannot be weighted.

   • Open-ended: A free-text response. Cannot be weighted.

4. (Optional) Under AI question, choose or confirm how Gong AI assists with this question:

   • Get answer from AI: Gong AI analyzes the transcript and suggests an answer the reviewer can keep or change. Required for automatic review scorecards.

   • Find answer with an AI tracker: Gong AI finds relevant transcript snippets to help the reviewer answer manually. Does not generate an automatic answer.

5. (Optional) Click Scoring guide and enter instructions to help reviewers calibrate their answers consistently.

6. Repeat for each question you want to include.

7. (Optional) To add a summary score for the whole scorecard, click Overall score in the left panel. Choose Manually scored if the reviewer enters the score directly, or Calculated score if Gong calculates it from weighted question answers.

For full guidance on question types, AI instructions, scoring calibration, and overall score configuration, see Configure scorecard questions.

Add a learning resource

A learning resource gives scored team members recommended coaching or training content. The resource can be an AI Trainer training, a Gong call, or an external page. The resource appears in the scorecard notification email and on the call page.

To add a learning resource:

1. In the Learning resources section, turn on Include resources.

2. Under Set score threshold, choose whether to show the resource for all scores or only when a score is at or below a value you set.

3. Under Resources, select one of the following:

   • Add AI Trainer: Select a training.

   • Add link: Enter the URL of a Gong call or external page.

4. (Optional) Under Provide context, enter a message that explains why you recommend the resource and how it can help improve performance.

5. Click Save.

Step 4: Publish

Saving a scorecard stores your changes but does not make it available for scoring. Publish the scorecard to make it live.

To publish the scorecard:

1. Click Save.

2. Click Publish.

The scorecard is now available for manual review on calls that match your filters. If automatic review is turned on, Gong AI begins scoring matching calls.

Note:

If you edit a published scorecard, you must click Save and then Publish again before your changes take effect. Previously generated results are not updated automatically.

Frequently asked questions