Troubleshoot scorecard issues

Who can use this: Any team member

Available on: Enable Essentials, Enable

Ideal for: Sales manager, QA reviewers, sales leaders

Most scorecard problems come down to who can see a result, who can score, or how the scorecard is set up. Check the sections below to find what matches what you're seeing.

Scorecard is missing from the call page

The scoring panel is empty, or a result you expected to see is not there. Check each of the following.

• Visibility: The result may exist but be set to a visibility that excludes you. If you don't have permission to view a result, it doesn't appear on the call page at all, and there's no sign that it was submitted. Team members with the View all answered scorecards permission and access to the call can see it, marked with a Restricted badge. Contact the scorer or your admin to check the visibility setting.

• Call access: You must have access to the call to see any scorecard result attached to it. Call access takes precedence over all visibility and permission settings. Confirm you can open the call itself.

• No scorecard has been submitted: For manual scorecards, the result only exists after a scorer submits it. For automatic scorecards, the result only exists after Gong AI has processed the call. If neither has happened, the panel is empty.

• Automatic scorecard not yet processed: Automatic results are not immediate, because Gong AI needs time to process the call after it is recorded. If the call was just completed, check again later. If the result still does not appear, confirm that automatic review is enabled for your company (a tech admin turns it on) and that it is turned on for the scorecard under Assets > Scorecards.

• Scorecard not published or not matched: Manual and automatic scorecards only appear when a published scorecard's filter criteria match the call. If no scorecard appears in the scoring dropdown and you expect one, the scorecard may not be published or the call may not match its filters. Saving a scorecard stores your changes but does not make them active, so click Publish to activate them. Check with your admin.

Can't score a call

Although the scoring panel appears, there is no option to start scoring, or the score button is unavailable.

• Permission: Scoring requires the Score calls action in your permission profile. If you cannot see a score option, check with your admin whether this permission is assigned to you.

• No available scorecard: If no scorecard appears in the dropdown, there may be no published scorecard whose filter criteria match this call. Check with your admin whether a relevant scorecard is published and configured correctly.

• Already scored with this scorecard: The same scorer cannot use the same scorecard for the same participant more than once on the same call. If you have already submitted a result with this scorecard for this participant, you cannot start a new one. Edit the existing result instead.

Wrong participant was scored

A manual scorecard was submitted for the wrong person, or an automatic result scored the wrong participant.

• Manual scorecard: If you submitted the scorecard for the wrong participant, delete the incorrect result and score the correct participant. You need to be the original scorer or have the Override score permission to delete the result.

• Automatic scorecard: Automatic review identifies which participants to score based on the scorecard's Scored participants setting, which is either the call host only or selected teams or people. If the wrong participant was scored automatically, check the scorecard's participant configuration with your admin.

AI suggestions are missing or incomplete

You are manually scoring a call with AI-assisted questions, but the AI suggestions do not appear for some or all questions.

• Call type: AI suggestions are not available for voicemail calls.

• Transcript length: AI suggestions are not available for calls with fewer than 100 words in the transcript.

• Question configuration: Not all questions have AI assistance. The scorecard builder controls which questions are AI-enabled.

Can't edit or delete a result

The pencil or trash icon does not appear when viewing a submitted scorecard result.

• Editing your own result: You should be able to edit a result you submitted. If the pencil icon does not appear, try refreshing the page. If it is still missing, contact your admin.

• Editing someone else's result: This requires the Override score permission. If you have this permission and the option still does not appear, contact your admin.

• AI-generated results: Editing or deleting a result that Gong AI completed automatically also requires the Override score permission.

Search or Insights shows "No score" but the call page shows a result

The call page shows a completed scorecard result, but Conversations Search or Insights shows "No score" or the call does not appear when filtering by scorecard.

• Visibility differences across views: The call page, Conversations Search, and Insights do not always use the same visibility logic. A result that is visible on the call page may not appear in Search or Insights for a viewer who does not have the required visibility level on those views.

• Processing lag: Scorecard data in Search and Insights may update less frequently than the call page. Allow time for the result to propagate, especially for newly submitted or automatically generated results.

• Date logic: Insights may display results by scoring date rather than call date. A result submitted after the call was recorded counts in the period when scoring happened, not when the call occurred.

• Manager-restricted scorecards in Search: Scorecards with Manager or Team member scored and their managers visibility may not appear as search filters in Conversations Search even when the result is visible on the call page. This is a known product limitation. If you need to find calls by a restricted scorecard, use Insights > Team > Scorecards instead, or contact your admin.

Scorecard is slow to load

A scorecard may take longer than expected to open after you click the star icon. This is more likely when the scorecard contains many single-select or multi-select questions, especially questions with many answer options.

Frequently asked questions