Set up a scorecard with automatic review

Who can use this: Business admin

Available on: Enable Essentials, Enable

Ideal for: Enablement, RevOps, coaching leaders

Required permissions: Manage Scorecards and Trainings

Automatic review is a specific scorecard configuration where Gong AI scores every qualifying call without anyone opening them. Once published, the scorecard no longer accepts manual review. This guide walks you through every step of building a scorecard for automatic review and explains why each configuration choice is required.

Note:

Before you can turn on automatic review for a scorecard, a tech admin must enable it for your company.

Step 1: Start your scorecard

Build with AI creates questions with AI answers already configured and turns on automatic review for you. If you prefer full control over every question from the start, begin from scratch instead.

To start a new scorecard:

1. From the left sidebar, click Assets, and select Scorecards.

2. Click + New scorecard in the top-right corner.

3. Choose your starting point:

   • Build with AI: Click Start building, describe what you want to evaluate, and optionally add call sources. Gong AI generates a draft with AI answers already configured on every question and automatic review turned on.

   • Start from scratch: Click Start from scratch in the top-right of the modal. Enter a scorecard name and optional description. You will configure AI answers manually in Step 3.

Step 2: Configure your settings

Settings control which calls get scored and who sees the results. Set your filters before you add questions: they define the exact set of calls Gong AI will score once the scorecard is live. Any call that matches every filter condition will be scored automatically.

To configure settings:

1. In the left panel, click Settings.

2. Under Filters, click + Add filter to set which calls are included. You can filter by participants, account name, words or phrases, trackers, or call title. A call must match every condition to be scored.

3. Under Visibility on call page, choose who sees the AI-generated results. Because no reviewer submits them, consider who in your company should have access to the scores.

4. (Optional) Under Notifications, select Send notifications to people who are scored if you want scored team members to be alerted.

Step 3: Add or review your questions

Every question in an automatic review scorecard must be set to Get answer from AI. Gong AI uses this setting to evaluate each call, so a question without it cannot be scored automatically. If you used Build with AI, your questions are already configured this way, and the other AI options are grayed out. If you started from scratch, you will set this on each question you add.

To add or review questions:

1. To add a new question, click + Add question in the left panel. To review an existing one, click it in the question list.

2. Enter or confirm the question text in the Question for scorer field, and select a question type.
   Note: Range and Yes/No questions can be weighted in a calculated overall score. Other types cannot.

3. Under AI question, confirm that Get answer from AI is selected.

4. Complete the two required fields. These tell Gong AI what to look for in the transcript:

   • Ask a question: This is the question as Gong AI should interpret it. Use precise, fact-based language. The more specific, the more accurate the AI answer.

   • Add details or examples to help Gong AI answer accurately (optional): A description of what a correct answer looks like. For example: "Answer is Yes only if the rep named a specific next step and date."

5. (Optional) Click Test it to evaluate the AI answer on a real call, or click Improve question to see recommended improvements to your question and answer guide.

6. Repeat for each question.

Note:

In automatic review, if Gong AI cannot find an answer to a question, the question is skipped.

Step 4: Add an overall score

An overall score gives you a single number that summarizes every call scored by this scorecard, so you can compare performance across your team. For automatic review, the overall score must be set to Calculated score. Since no reviewer is submitting a manual score, the calculation must come from the weighted question answers.

To add and configure an overall score:

1. In the left panel, click Overall score.

2. Select Calculated score.

3. Click Adjust question weights to expand the weight controls. Assign a percentage to each Range or Yes/No question. The total must equal 100%. Click Recalibrate to 100% to normalize automatically.

Step 5: Enable automatic review and publish

Turn on the Automatic review toggle to commit this scorecard to AI-only scoring. Once you publish, it will no longer accept manual review submissions.

To enable automatic review and publish:

1. If automatic review is not already on, click the Automatic review toggle in the left panel to turn it on. If you used Build with AI, this is already enabled.

2. (Optional) Under Scored participants, choose who Gong AI scores on each call:

   • Only the call host: The default. Gong scores the person who hosted the call.

   • Selected teams or people: Gong scores call participants who belong to the selected teams or people. Multiple people may be scored on the same call.

   The Call participants filter under Edit filters (Hosted, Attended, Invited) determines which calls qualify, and is separate from Scored participants, which determines who receives the score.

3. Click Save, then click Publish.

Note:

When automatic review is set to Selected teams or people, each qualifying participant gets their own scorecard. If more than three participants from the selected team join one call, Gong scores up to three of them.

Gong AI begins scoring new calls that match the scorecard's filters. Results appear on the call page labeled as scored by Gong AI.

Step 6: Apply to past calls (optional)

The scorecard will now score new calls as they arrive. If you want to score calls that happened before you published it, use Apply to past calls. Gong processes matching calls from the past 90 days in the background and sends an email when complete.

To apply to past calls:

1. From the left sidebar, click Assets, and select Scorecards.

2. Find the scorecard, click More actions, and select Edit.

3. In the top-right, click More actions, then select Apply to past calls.

4. Select how far back to review, then click Apply.

The email confirms that the job ran but does not guarantee that every matching call received a score. Some calls may not meet the filter conditions or may have incomplete speaker data.

Note:

Apply to past calls is limited to the past 90 days and is only available for published scorecards.

Frequently asked questions