Create and manage scorecards

Where to go: Company settings > Coaching > Scorecards

Who’s this for: Business admin

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

1. Go to Company settings > Coaching > Scorecards.

2. Click + Create new in the top right corner.  

3. In the Settings section, set the scorecard name, description, and filters.

   1. In Info, enter the scorecard name and add a description to help people understand when to use it.  

   2. In 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 in which someone from that team participated. If you don’t add any filters, the scorecard will be available for all calls.  

4. In the Questions section, add scorecard questions, set whether they are mandatory (rolling out in October 2024), what type they are, and whether you want to use Gong AI to help answer it.

   1. In Info, enter a question. Add an answer guide, which can include formatting and external links, to help people answer the question.

      1. The answer guide is optional and will only appear in the scorecard if you’ve entered text.

      2. If you set the question to mandatory  

   2. In 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

   3. In AI source, help people answer the question by choosing a smart tracker to help find parts in a call where a question's concept was mentioned. Learn more about smart trackers

5. The Overall score question ranges from 1 to 5 and gives your team a useful tool for comparing and analyzing scorecard results. The manually scored option is enabled by default, but you can choose automatic scoring instead. For more details, see overall score options.  

6. Click Save to save the scorecard and then click Publish to make it available for scoring.

   Note:

   You must click Publish to make a scorecard available for scoring. If the scorecard is already published and you’ve made changes to it, clicking Publish makes the updated version live.

Overall score options

Note:

This capability is rolling out in October 2024.

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 scored or automatically.

Manually scored

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

Automatically scored

If you enable automatic scoring, the answer is automatically calculated based on weights that are set when the scorecard is created. Automatic scoring allows for more precise and consistent scoring across the organization.

Automatic scoring: How it works

The automatic score is based on weights that are assigned for each eligible question in the scorecard.

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

• For yes/no questions: Yes counts as 1 and no counts as 0.

• For range questions: The numeric value is the selected value.

• Skipped questions: If the scorer skips a question, it is counted as 0 in the overall score.

• Questions marked as N/A: If the scorer marks a question as N/A, it will not be counted in the overall score weight, and the weights will be adjusted.  

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

• By default, weights are distributed evenly between all eligible questions for a total of 100%.

• You can adjust the weights for any question, but their total must equal 100%. Recalibrate them manually to 100%, or click Recalibrate to 100% and we’ll recalculate the weights for you, keeping the ratio the same.

• Scorers will see the overall score before they submit their scorecard, and can revise their answers before submitting the scorecards.

• Automatically calculated overall scores can’t be overridden manually, ensuring consistency and reducing bias.

Example of automatic scoring  

Let’s say you build a scorecard with 5 questions: 3 yes/no, 1 range, 1 single-select question. We will assign a weight of 25% to each yes/no question and 25% to the range question. If you change the weight of one of the yes/no question to 0, the answer to this question won’t be calculated in the overall score. Adjust the other weights so they equal 100%, or click Recalibrate to 100% and we’ll do it for you, keeping the same ratio between the weights.

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.

Edit or delete a scorecard

1. Go to Company settings > Coaching> Scorecards.

2. Enter the name of the scorecard you want to edit/delete in the search box at the top right of the page.

3. Clickbeside its name. From here, you can edit or delete the scorecard.

   1. If the scorecard has never been used, you'll be able to delete it completely.

   2. If the scorecard has been used, you won't be able to delete it because it contains data. To make sure it no longer appears for scoring, click Unplublish.

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

You can download scores as a CSV file that includes all of that scorecard's results for all team members. This is possible for scorecards that were submitted as private also.

1. Go to General settings > Coaching > Scorecards.

2. Enter the name of the scorecard you want in the search box at the top right of the page.

3. Clickin the top right corner. Choose Export to CSV to download a CSV to your computer.