Score a call using a scorecard

Who can use this: Any team member

Available on: Enable Essentials, Enable

Ideal for: Sales manager

Required permissions: Access to score calls

Evaluate a call participant's performance by working through a scorecard, adding optional feedback, and submitting a result. Your completed result attaches to the call, and the visibility you choose decides who can see it, from only you to everyone at your company. You can edit or delete your own result after submitting.

Score a call manually

Select the person you are evaluating and the scorecard you want to use, then work through the questions. If the scorecard includes questions with Gong AI suggestions, you can accept or change each suggestion before submitting. You must have attended or have access to the call, and a relevant published scorecard must be available.

To score a call:

1. Open the call and click the star icon on the right side of the page to open the scorecard.

2. Select the participant you want to evaluate. Anyone listed as a participant on the call can be scored.

3. Select the scorecard you want to use and click Score this call.

4. Answer each question. If a question shows an AI suggestion, review it and either keep it or select a different answer.

   • AI answer: Click this to read the AI's rationale and the call evidence it drew from before deciding whether to keep the suggestion.

   • Look for the answer in this call: On questions with AI tracker assistance, click this to let Gong AI search the transcript and return relevant snippets you can use when answering.

   • Scoring guide: Click the question mark icon to see instructions from the scorecard builder for how to answer the question.

5. (Optional) Click Add more feedback to give additional context or notes alongside your scorecard answers.

6. Choose the visibility for this result:

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

   • Team member scored and their manager: Visible to the scored team member, their manager, and anyone above them in the management hierarchy.

   • Manager: Visible to the scored team member's manager and anyone above them in the hierarchy.

   • Scorer: Visible only to you.

   If the result is visible to Everyone at [company name], the call host is notified. If your admin turned on Send notifications to people who are scored for the scorecard, the scored team member is also notified, as long as they can see the result.

7. Click Submit.

Note:

AI suggestions are not available for voicemail calls or calls with fewer than 100 words in the transcript. If the call lacks a usable transcript, answer all questions manually.

Edit a submitted scorecard

Required permissions:

Override score (only to edit another scorer’s result). You find it in Permission profiles in the Admin center.

Edit your own submitted result to correct an answer, update the visibility, or add more feedback. Each edit replaces the previous result and is recorded with an updated timestamp.

When someone edits another scorer's result, the call page shows the names of both the original scorer and the person who edited it.

To edit a submitted scorecard:

1. Open the call and click the star icon on the right side of the page.

2. Find the submitted result and click the pencil icon to edit it.

3. Update your answers, feedback, or visibility.

4. Click Submit.

Note:

If you have the Override score permission, you can edit or delete results that others submitted, including results Gong AI completed automatically.

Delete a submitted scorecard result

Required permissions:

Override score (only to delete another scorer’s result)

Deleting a result permanently removes it from the call and can't be undone. You can delete your own result at any time.

To delete a submitted scorecard result:

1. Open the call and click the star icon on the right side of the page.

2. Find the submitted result and click the trash icon to delete it.

3. Confirm the deletion.

Frequently asked questions