Create coaching workflows

Sales manager, Manager of managers, Sales leader

Enable Essentials*

Consistent coaching improves sales performance by helping customer-facing team members refine their skills, and close deals with greater confidence.

As a sales manager, making coaching a regular practice can be challenging when you're pressed for time or lack visibility into which reps need coaching on specific skills. Gong removes these barriers by automatically capturing calls, providing AI-assisted scorecards to speed up feedback, and highlighting exactly where coaching is needed.

This quick start guide walks you through the core practices that make coaching a regular part of your team’s process.

Provide your team with feedback

There are several ways to give feedback directly from the call page, making it easy to coach your team in the context of real customer conversations.

Add a comment

Adding comments on a call is a valuable way for teams to collaborate, and it’s also a simple way for managers to leave positive or corrective feedback while reviewing conversations.

To add a comment:

1. Open the call page and click in the right sidebar.

2. Click anywhere in the transcript or timeline to add a timestamped comment.

   Tip:

   Actionable comments tied to exact call moments help reps understand what to improve.

3. Tag your direct report to notify them of your feedback.

4. Choose whether to make the comment public, private or visible to specific people.

5. Click Post and the comment will appear in the Comments tab.

   

Review a comment

A rep may tag you in a call when they want your input on a specific moment. When tagged, you can view the comment from several places:

• Click the tagged comment in the call summary email.

• On the homepage, Go to Collaboration > Received and open the call.

• On the call page, open Comments using .

Your reply counts as feedback when a rep has tagged only you. To reply:

• Select REPLY under the comment, type your response, and click POST.

Mark as feedback given

You can provide feedback offline– for example, during a 1:1, and still mark the call as reviewed.

To mark a call as feedback given:

1. Open the call and click in the right panel.

2. Under FEEDBACK, select Mark it to track your coaching activity.

Score a call

Scoring calls gives reps quick, structured feedback they can track over time. Scorecards help distinguish strong calls from those that need improvement by focusing on key elements like setting an agenda, handling objections, and addressing pain points.

To score a call:

1. Open the call you want to score and click in the right panel.

2. Select the participant, choose a scorecard, and click Score this call.

3. If scorecards already exist, click +Add scorecard to add another.

   

4. Answer each question. Question formats may include:

   • Range (0 to 50)

   • Multi-select

   • Single-select

   • Yes/No

   • Open-ended

5. If Scoring guide appears below a question, click it to see instructions from the scorecard creator on how to answer it

6. Use Add more feedback to add context to your answers.

7. Choose the visibility of the completed scorecard:

   • Public: Anyone at your company can view, the call host is notified.

   • Collaborators: Only selected people can view, and they are notified.

   • Private: Only you can view.

8. Click Submit.

Start by scoring one call per rep each week, then increase frequency as coaching becomes a routine habit.

AI scorecard

When your scorecard is set up with AI Call Reviewer, Gong AI reviews the full call and suggests answers, helping you score faster and spend more time on follow-up conversations with reps.

What to know about AI scorecards:

• Some legacy scorecards won’t include AI answers because they were created before AI scoring launched.

• Once you add the scorecard, you’ll see Includes answers by Gong AI if the call has already been analyzed.

• An AI icon appears next to suggested answers—click AI answer to see why it was chosen.

• Click to find relevant places in the call for the AI answer.

• Review each suggestion and adjust as needed.

  

Check your coaching inbox

Coaching > Coaching inbox

Managers should use the Coaching inbox to review recent coaching activity and see who needs support. It shows how your coaching has been distributed over time, when you last gave feedback, and any open requests from each team member.

Gong recommends that you review the coaching inbox once a week to stay on top of coaching opportunities and requests.

What you’ll see:

Team members with the least feedback given, appear at the top, making it easy to identify who needs attention. Each team member shows:

• Coaching activity: How many calls you listened to or attended, and how many received feedback.

• Last attended/listened: The last time you joined or listened to a call.

• Last feedback: When you last provided feedback in the last 30 days.

• Open requests: Any feedback requests from the last 30 days.

• Recorded calls:

  • Click on the number to find calls with coaching opportunities.

  • Filter calls using coaching-focused categories, for example, With no feedback.

  • Feedback requests are pinned to the top.

    When you respond to a feedback request by commenting, replying to a tagged comment, scoring the call, or marking it as feedback given, the request is closed.

Use coaching metrics

Coaching > Coaching metrics

For managers of managers, coaching metrics show a side-by-side view of how each manager is coaching. You can see stats per manager, track coaching frequency trends, and drill down to see which calls received feedback.

Reviewing these metrics monthly helps you maintain consistent coaching across your organization.

To review coaching metrics:

1. Select a senior manager.

2. Select the manager level you want to see:

   • All managers in their hierarchy

   • Only direct reports

   • Only frontline managers

3. Select the time period and call types.

4. Click on the manager's name to see their coaching breakdown by person:

   • Calls listened

   • Calls attended

   • Calls with feedback

   • Calls with comments

   • Calls with scorecards

   • Calls marked as feedback given

5. Click any cell to view included calls. Click Open call brief, then Go to call to review the coaching.

   Tip

   Trend indicators show cells as green for upward movement and red for downward, along with the change from the previous period.

6. To download the data as a CSV, click > Download CSV.

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