--- title: "Score a call" slug: "score-a-call-using-a-scorecard" updated: 2026-11-05T11:15:14Z published: 2026-11-05T11:15:14Z canonical: "help.gong.io/score-a-call-using-a-scorecard" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gong.io/llms.txt > Use this file to discover all available pages before exploring further. # 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: 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. - **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. 7. Click **Submit**. > [!NOTE] > 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 > [!NOTE] > 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] > 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 > [!NOTE] > 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 ****No scorecard appears when I open the star icon panel. Why?**** A scorecard only appears if it has been published and its filter criteria match the call. A scorecard may not appear when the call type, participants, or other attributes do not match the scorecard's configured filters, the scorecard has not been published, or you do not have the Score calls permission. Contact your Gong admin to check the scorecard's availability settings. ****Does scoring a call count as feedback given in Coaching metrics?**** A manually submitted scorecard counts as feedback given when it is submitted for a direct report's call with any visibility except **Scorer**. Scoring your own call does not count as feedback given. Learn more about [what counts as feedback](/v1/docs/what-counts-as-feedback). ****Can I change the visibility of a scorecard result after submitting it?**** Yes. Edit the submitted result and choose a new visibility before submitting the update. The change applies from that point forward and does not affect who has already seen the result. ****Can more than one person score the same call?**** Yes. For example, an account executive (AE) and a manager can both score the same call. The call then has two scorecards, one completed by the AE and one completed by the manager. ****Can I use more than one scorecard on the same call?**** Yes. If more than one scorecard is available for the call, you can score the call with each of them. Any team member can access this feature if they have the required permissions. Gong’s comprehensive sales enablement package designed to help team members coach with impact and optimize team performance. Access to features depends on your [company’s plan and your assigned seat](/v1/docs/plans-and-seats). Gong Enable scales winning revenue behaviors through AI coaching and targeted enablement. It accelerates ramp, boosts performance, and ties enablement initiatives to real business outcomes. Access to features depends on your [company’s plan and your assigned seat](/v1/docs/plans-and-seats). A team member who manages a team of sales reps.