How to create and manage scorecards

Business admin

Enable Essentials*

Scorecards enable managers, enablement and reps to rate and give feedback on calls. This structured approach to gathering feedback encourages consistency in review criteria and produces data that teams can use to coach more effectively, and improve.

Create a scorecard

Company settings > Coaching > Scorecards

1. In the top right corner, click + New scorecard.  

2. Settings  

   1. Info: Set the scorecard’s name and add a description to help people understand when to use it.  

      

   2. Filters: Add filters to set the types of calls you want this scorecard to be available for. For example, if you select a team here, the scorecard will only be available for scoring calls with people from that team. If you don’t add any filters, the scorecard will be available for all calls.

      

   3. Visibility: Scorecards are public by default. To make a scorecard private by default, mark the Make scorecard private by default checkbox. The scorer can make the scorecard public, or share with specific people, when submitting. From here, you can also choose whether people are notified when they are scored or not.

3. Questions: In this section, enter the scorecard questions. Set whether they are mandatory, what type they are, and whether you want to use Gong AI to help answer it.

   1. Enter the question and add an instruction guide for the scorer. This guide, which can include formatting and external links, aims to help people answer the question. The guide is optional and only appears for the scorer if you’ve entered text.

   2. Make this question mandatory: Mandatory questions can’t be skipped or marked as N/A.

      

   3. Question type: Choose from the following types of questions:

      1. Range: Select from 0 to 50

      2. Multi-select: Add multiple possible answers. Users can select any or all of them.

      3. Single-select: Add multiple possible answers. Users can select one of them.

      4. Yes/No

      5. Open-ended

   4. AI source: Choose what type of AI support you want to use to help scorers answer the question.  

      

      1. None: There’s no AI support for the question.

      2. Get answer by AI: Gong AI looks in the call transcript and suggests an answer. Scorers can keep the answer suggested by Gong, or change it. For tips on how to write questions that Gong AI answers accurately, see Gong AI for scoring.

      3. Use smart trackers to locate the relevant parts of the call: Choose a smart tracker that helps find parts in the call where the question's concept was mentioned. Learn more about smart trackers

         Note:

         Gong AI answers are not available for calls that are answered by voice mail, or calls with transcripts that have fewer than 100 words

4. Overall score question: This is a range question from 1 to 5 that gives your team a tool for comparing and analyzing scorecard results. You can have it manually answered by the scorer or calculated according to the sum of weighted answers. For more, see overall score options.  

5. Click Save to save the scorecard; click Publish to make it available for scoring.

   Note:

   If you’ve made changes to a published scorecard, you must click Publish to make the updated version live.

Overall score options

The overall score question ranges from 1 to 5, and makes it possible to filter for calls, and compare and analyze results. The overall score question can be scored manually or calculated based on weighted questions.

Manually scored

Manual scoring is enabled by default, and mandatory if included in a scorecard.

Calculated score

The answer is calculated based on answers to questions that were assigned weights. Calculated score allows for more consistent scoring across the organization.

How the calculated score works

1. Set up all of the questions in the scorecard.

2. Click Overall score > Calculated score.

3. Under Overall score question, enter the overall question.

4. Under Question weights, you’ll see all of the scorecard questions that can be assigned weights. By default, the questions will be weighted evenly, so that the total score of all questions is 100%.

5. Adjust the weight of each question according to their importance in the overall score.

6. Enter 0% for questions you don’t want calculated as part of the total score.

7. The total weight of all question weights must be 100%. If you’ve changed some of the weights, click Recalibrate to 100% and we’ll recalculate the weights to maintain the same ratio.

What the scorer sees

Scorers see the calculated overall score as the last question in the scorecard before submitting. They can’t manually override the score but they can revise their answers to previous questions before submitting.

Details and limitations

• Currently, weights can only be assigned to range and yes/no question types.

• Skipped questions: If the scorer skips a question, it is counted as the lowest possible value in the overall score weight. For example, if the skipped question is a range question from 1 to 5, the value given to it in the overall score is 1. If it’s a yes/no question, the value given is 0.

• Questions marked as N/A: If the scorer marks a question as N/A, it isn’t counted in the overall score, and the weights of other weighted questions are adjusted.

• If you don’t want questions to be skipped or marked as N/A, make them mandatory.

How the score is calculated

• Yes/no questions: yes = 1; no = 0.

• Range questions: The numeric value is the selected value.

• Values are normalized, which means they are adjusted to a number within a certain scale; in this case, between 0 and 1.
  So, for example, if the question is a range question between 1 and 7 and the answer is 3, the value is normalized as follows:
  7-1 = 6; (3-1)/6 = 1/3; normalized value is 0.33.  

• The normalized values of all the questions are then weighted and summed up. This is then scaled to a value between 1 and 5.

Example of an overall score calculated by weight

Let’s say you build a scorecard with 4 questions: 2 yes/no, 2 range questions. You set the question weights to 30%, 20%, 40% and 10%.

To determine the overall score, the answer values are normalized, weighted, and summed up. The results are then scaled and rounded to a value between 1 and 5.

Add or remove the overall score question

The overall score question is enabled by default. To remove it, hover Overall score in the left panel, click and click Delete. If the question has been deleted and want to add it, click Overall score in the left panel (it will marked with a dashed line) and then click + Add overall question in the panel that opens on the right.

Automatic review (coming soon)

Automatic review is coming soon 🎉  

Save time, ensure consistency, and get immediate insights by automatically reviewing calls with Gong AI.  

Company settings > Coaching > Scorecards

1. In the top right corner, click + New scorecard.  

2. In the top left, turn on Automatic review. When published, the scorecard will automatically review calls defined by the scorecard’s filters.

3. Give the scorecard a name and description.

4. Add filters to set which calls are automatically reviewed. For example, if you select a team and a deal stage, all calls by this team during this deal stage will be automatically reviewed with this scorecard.

5. Set all questions to Answered by Gong AI. If there’s an overall score question, it must be a calculated score.  

6. Click Publish. If you haven’t set all questions to be answered by Gong AI, you’ll be prompted to do so.

Considerations

Edit, delete or duplicate a scorecard

Company settings > Coaching > Scorecards

1. In the search box at the top left of the page, enter the name of the scorecard you want to edit, delete, or duplicate.

2. Clickbeside its name, and choose an action.

   

   Edit: This opens the scorecard for editing. To save any chances, click Save. To make the changes live, click Publish.

   Delete: If the scorecard has never been used, it can be deleted. If the scorecard has been used, you won't be able to delete it because it contains data. To make sure it doesn’t appear for scoring, click Unpublish.

   Duplicate: This creates a duplicate of the original scorecard, including all the same questions. Change the name, edit as you like, and publish to make it live.

Push scorecard results to another source

Use the API to push stats for scorecard results out of Gong. Documentation can be found here.

Download scores

Company settings > Coaching > Scorecards

Download all of the answers for a specific scorecard, including scorecards that are private, as a CSV file. Here’s how:

1. Open the scorecard, then clickin the top right corner and choose Export to CSV.

   

The exported report contains detailed data for each completed scorecard. Each row represents a single scorecard, with columns that include the answers, additional notes, and the following information:

• Gong Internal Call ID: Unique identifier for each call

• Call title: Name or subject of the call

• Recorded date: Date and time the call was recorded

• Duration (Sec.): Length of the call in seconds

• Call host: Person who hosted the call

• Scored user: Team member who was evaluated

• Scored by: Person who submitted the scorecard

• Scored date: Date and time the scorecard was submitted

• Edited by: If applicable, the last person who edited the scorecard, when they are not the same person who submitted the scorecard.

• Score card visibility type: Indicates whether the scorecard is public or private

• Call link: A direct URL to listen to the call in Gong

You can also view scorecard results by team, and download results in a CSV.

*The features available to you depend on your company’s plan and your assigned seats.