Who can use this: Sales manager, Manager of managers, Enablement manager
Available on: Enable Essentials, Enable
Required permissions: Coaching page access; Access to coaching stats
You manage a team and want coaching to happen every week, not only when something goes wrong. Gong recommends starting with one call per direct report each week and reviewing your Coaching inbox weekly. The weekly loop has five steps: find who needs support, choose calls worth your time, give feedback, check that coaching is happening, and check whether a new messaging initiative is being adopted.
Step 1: Find who needs coaching
Use the Coaching inbox to decide where to spend your coaching time this week. It shows every team member who needs attention: open feedback requests, when they last received feedback, and recent calls ready for review. It updates once a day and uses a 30-day window for feedback data.
To review and act from the Coaching inbox:
From the left sidebar, click Coaching, and select Coaching inbox.
Review the list to find team members with open feedback requests or who haven't received recent feedback.
Go to the row of the team member you're coaching and open their calls from the Recorded calls column.
Click the name of the call you want to review.
Learn more about reviewing team coaching with Coaching inbox.
Step 2: Choose calls worth your time
You can’t listen to every call, so start with the AI-generated Highlights in the Briefs tab. Highlights include a recap, key points, and next steps. Use them to decide which calls are worth listening to or coaching on. Learn more about reviewing what happened in a call.
If you manage a large team, AI Call Reviewer can suggest scorecard answers or automatically complete scorecards on calls across your team. This gives you a consistent record of performance without listening to every call. Learn more about scorecards and AI Call Reviewer.
If you lead enablement, create scorecards so that managers review calls against the same criteria. Learn more about creating a scorecard.
Step 3: Give feedback
Feedback given soon after a call is what keeps your Coaching inbox data fresh and meaningful for your team.
To give feedback on a call:
From the left sidebar, click Coaching, and select Coaching inbox. Then open the call.
Add a comment or score the call from the call page.
Learn more about giving feedback through call comments and scoring a call.
Tip:
Listening to one call per direct report each week and giving feedback as soon as possible after the call are two practices that keep Coaching inbox data fresh and meaningful for your team.
Step 4: Check that it's happening
Coaching metrics show whether the routine is holding. They track manager behavior: how many calls managers listened to, how much feedback they gave, and how many scorecards they completed. The data is tied to when coaching occurred, not when the call took place. If you manage other managers, you can compare their coaching activity and spot patterns across teams.
To review coaching metrics:
From the left sidebar, click Coaching, and select Coaching metrics.
Use the team and time period filters to narrow the view.
Click a manager's name to drill into their individual coaching activity and see the underlying calls.
Note:
Coaching metrics aren’t real time and usually take 24–30 hours to update. Managers receive a weekly coaching digest with a summary of their team’s recent coaching activity, feedback requests that need their attention, and recommended calls to listen to. Higher-level managers automatically receive a monthly digest for their managers. To receive a digest for another team, go to Coaching → Coaching metrics → Manage Subscriptions. A CRM integration is required.
Step 5: Check whether a new messaging initiative is being adopted
Initiative boards show how often a specific behavior, phrase, or methodology comes up in calls and deals over time. Use them after you roll out a new messaging framework, product pitch, or sales play to see whether your team is applying it. Learn more about creating initiative boards and tracking initiative adoption.
For a broader view of your team's call and email activity, learn more about understanding your team's call stats.
Frequently asked questions
Can I see coaching data for team members who don't have an Enable seat?
Managers can view coaching metrics for team members who don’t have an Enable seat, as long as the manager has the required Coaching permissions and access to their team’s stats. The data shown depends on the coaching activity recorded for each team member and the manager’s access settings.
What counts as feedback in Coaching metrics?
Coaching metrics count several types of manager activity as feedback: listening to a call, attending a live call, adding a comment, completing a scorecard, and marking feedback as given. Each call is counted once per manager regardless of how many times they listen. Learn more about checking how your managers are coaching.