Who can use this: Any team member
Available on: Enable Essentials, Enable
Ideal for: Managers, enablement leaders, RevOps
Coaching metrics issues fall into three categories: numbers that differ between views, data that is delayed or missing, and a team member who is missing from a view. Find the section that best matches what you're seeing.
Numbers differ across Coaching inbox, Coaching metrics, and Insights > Team
Numbers may differ because the views can use different scopes and event dates. Before escalating, confirm that you're comparing the same manager or team, call filters, and time period.
Who's included: Coaching metrics reports coaching activity for managers' direct reports. You can filter Insights > Team by manager or team and by teams or individuals. Confirm that both views use the same team members and filters.
Dates used: Coaching metrics are based on when the coaching activity happened, not when the call took place. For example, listening to an older call today counts toward today’s coaching activity.
Call-level counting: Coaching metrics counts calls, not repeated listens or multiple actions on the same call. For example, listening to a call twice counts once, and a call with multiple comments counts once as a call with comments.
Refresh delay: Recent coaching activity may not have reached every view yet. Learn more about delayed or missing data.
Data is delayed or missing
Recent coaching activity is not appearing in Coaching metrics or Insights, or the numbers look unexpectedly low.
Data delay: These metrics are batch-processed. Coaching metrics usually update within 24–30 hours. If data is still missing after three days, contact your Gong admin.
Scope or reporting relationship: Confirm that you selected the correct manager or team and that the team member is in the expected direct-report relationship for Coaching metrics.
A team member is missing from the view
A team member does not appear in Coaching inbox, Coaching metrics, or Insights when you expect to see them.
Hierarchy is not set up correctly: Coaching inbox and Coaching metrics are based on manager and team relationships. Confirm that the team member is configured as the expected direct report. For Insights, also confirm that you selected the correct manager or team, view, filters, and time period.
No recorded calls in the period: A team member with no recorded calls in the period may not appear in some views. Check the team member's recording settings and call history.
Coaching inbox eligibility: Coaching inbox shows coaching activity on external calls that are associated with a CRM account or opportunity, where the team member was the call host. Being invited to or attending a call is not enough. If an expected call is missing, check that the call was recorded, that it is linked to an account or opportunity, that the team member hosted it and is on your team, and that you selected the right view. Coaching inbox updates once a day, so allow time for the refresh.