Who can score a call?
Anybody with the necessary permissions in their permission profile can score a call and view a call’s score on the call page.
Who can be scored on a call?
Anybody listed as a participant on the call can be scored.
Who is reviewed when a call is scored automatically?
The host of the call is reviewed by default.
Can someone score a call more than once?
Each person can only use a specific scorecard for a specific person once per call. If multiple scorecards are available, they can be used.
Can multiple scorecards be assigned to a single call?
Yes, multiple scorecards to a single call.
Can more than one person score the same call?
Yes. For example, an AE and a manager can score the same call, so there are two scorecards - one completed by the AE, and the second completed by the manager.
Can a score be edited?
Yes. A scorer can edit a score that they’ve given. Also, if someone has permission to override scorecard answers, they can modify scorecards that have been answered by others, including Gong AI.
Can scorecards that were used to automatically review calls by Gong AI be edited?
Yes. If someone has permission to override scorecard results, they can modify scorecards that have been answered by Gong AI.
How are results tracked?
Results are tracked per scorecard and can be downloaded as a CSV file.
Who can see scorecard scores?
Unless you set a scorecard to private, anyone at your company can see scorecard scores. When set to private, scorecard scores are hidden on the Calls and Calls page, but you can see that the scorecard exists.
Who can manage scorecards?
You must have the Manage scorecards permission in your permission profile. Typically, this permission is given to business admins. Contact your Gong admin if you think you should have this permission.
Can I delete a question from a scorecard?
Yes, you can. If the scorecard has already been used, answers to that question will also be deleted.
What's the difference between saved and published?
When you save a scorecard, your changes are stored, but not yet active. To make a scorecard live and available for scoring (or update the live version), you must click Publish.
I can’t delete a scorecard because it’s already been used. What can I do to stop people from using it?
To make sure people don’t keep using an old scorecard, open the scorecard and click Unpublish. This ensures no one uses it anymore, without discarding data that’s already been saved in it.
What is the AI Call Reviewer?
The AI Call Reviewer is a Gong agent that helps score calls using your company’s scorecards. In manual scorecards, it can suggest answers. In scorecards set to automatic review, it scores the entire call automatically, based on its filtesr.
Can I use automatic review for past calls?
Yes. Once a scorecard is published with automatic review enabled, you can apply it to calls from the past 90 days that meet the scorecard’s filters.
Can I switch a scorecard between manual and automatic review?
Yes. You can turn automatic review on or off at any time. Save and republish the scorecard to apply the change.
How does automatic scoring work?
When a scorecard is set to automatic review, Gong AI scores matching calls without anyone needing to open them. The results are visible on the call page and in scorecard reports.
How do I enable automatic scoring for a scorecard?
You must be an admin with permission to manage scorecards, and your company must have enabled automatic review at the company level. To enable automatic review of a specific scorecard, create a new scorecard or open one for editing and turn on Automatic review. All questions must be set to “Get answer by AI,” and the overall score (if included) must be set to calculated score. Learn more in Create and manage scorecards.