How to create and manage scorecards

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Scorecards help your team capture feedback in a structured way, making it easier to learn, grow, and improve. This structured approach encourages consistent review criteria and generates data that teams can use to coach more effectively.

AI Call Reviewer can transform the review process by suggesting answers to scorecard questions or scoring entire calls automatically. With AI Call Reviewer helping to score calls, your team:

• Reduces time spent on call scoring: Gong AI searches the call transcript for answers, saving scorers time and effort.

• Improves ramp time: Reps get timely feedback on exactly where they can improve.

• Frees up valuable resources: With Gong AI answering scorecard questions, managers can spend more time on personalized coaching and strategic guidance.

Create a scorecard for manual scoring

Admin Center > Agent Studio

1. Hover over AI Call Reviewer and click Settings.

2. In the top right corner, click + New scorecard.

3. Settings

   • Info: Give the scorecard a name and add a description to help people understand when to use it.  

   • Filters: Add filters to set the types of calls you want this scorecard to be available for.

   • Visibility: Scorecards are public by default. To make a scorecard private by default, select Make scorecard private by default. The scorer can make the scorecard public or share it with specific people when submitting. You can also choose whether people are notified when they are scored or not.

     

4. Questions

   • Info: Enter the scorecard question and add an instruction guide for the scorer (optional). This guide, which can include formatting and external links, is meant to help people answering the question. It only appears for the scorer if you’ve entered text.

   • Make this question mandatory: Mandatory questions can’t be skipped or marked as N/A.  

   • Question type: Choose from the following types of questions:

     • Range: Select from 0 to 50

     • Multi-select: Add multiple possible answers. Users can select any or all of them.

     • Single-select: Add multiple possible answers. Users can select one of them.

     • Yes/No

     • Open-ended

   • AI source: Choose what type of AI support you want to use to help scorers answer the question.  

     • None: There’s no AI support for the question.

     • Get answer by AI: Gong AI looks in the call transcript and suggests an answer. Scorers can keep the answer suggested by Gong, or change it. For tips on how to write questions for Gong AI, see Gong AI for scoring.

       Note

       Gong AI answers are not available for calls answered by voice mail, or calls with transcripts that have fewer than 100 words

     • Use smart trackers to locate the relevant parts of the call: Choose a smart tracker that helps find parts in the call where the question's concept was mentioned. Learn more about smart trackers

        

   • Overall score question: This question gives your team a tool for comparing and analyzing scorecard results. Set it to be manually answered by the scorer or calculated according to the sum of weighted answers. For more information, see overall score options below.

5. Click Save to save the scorecard; click Publish to make it available for scoring.

   Note:

   If you’ve made changes to a published scorecard, click Publish to make the updated version live and available for scoring.

Create a scorecard for automatic review

To set up scorecards to automatically review calls, Automatic review must be enabled by a tech admin.

Admin Center > Agent Studio

1. Hover over AI Call Reviewer and click Settings.

2. In the top right corner, click + New scorecard.

3. Turn on Automatic review in the top left corner.

4. Settings

   • Info: Give the scorecard a name and add a description.  

   • Filters: Add filters to set which calls are automatically reviewed with this scorecard. At least one filter must be set.

   • Visibility: Scorecards are public by default. To make a scorecard private by default, select Make scorecard private by default.

     

5. Questions

   • Info: Enter the scorecard question and add an instruction guide (optional).

   • Make this question mandatory: If an answer for this question can’t be found by Gong AI, the question is skipped.  

   • Question type: Choose from the following types of questions:

     • Range: Select from 0 to 50

     • Multi-select: Add multiple possible answers. Users can select any or all of them.

     • Single-select: Add multiple possible answers. Users can select one of them.

     • Yes/No

     • Open-ended

   • AI source: Must be set to Get answer by AI. Gong AI looks in the call transcript for the answer. For tips on how to write questions for Gong AI, see Gong AI for scoring.

     Note:

     Gong AI answers are not available for calls answered by voice mail, or calls with transcripts that have fewer than 100 words

   • Overall score question: This question gives your team a tool for comparing and analyzing scorecard results. If included, it must be set to calculated score. For more information, see overall score options below.

6. Click Save to save the scorecard; click Publish to make it available for scoring.

   Note:

   If you’ve made changes to a published scorecard, click Publish to make the updated version live and available for scoring.

Automatic review scorecards FAQs

Switch between manual and automatic review

From automatic to manual

1. Turn off Automatic review, click Save, and republish the scorecard.
   The scorecard will no longer review calls automatically, and will be available for manual review based on its filters.

From manual to automatic

1. Turn on Automatic review. You’ll be prompted to enable Get answer by AI for any questions that don’t already use it. If there’s an overall score question, you’ll be prompted to enable calculated scoring.

2. Click Save, and republish the scorecard.
   The scorecard will start reviewing calls automatically according to its filters, and will no longer be available for manual review.

Overall score options

The overall score question makes it possible to filter for calls, and compare and analyze results. It’s a customizable range question, from 0 to 100, that can be scored manually or calculated based on weighted questions.

Manually scored

Manual scoring is enabled by default, and mandatory if included in a scorecard.

Calculated score

The calculated score is based on answers to questions that were assigned weights. It allows for more consistent scoring across the organization.

How the calculated score works

1. Set up all the questions in the scorecard.

2. Click Overall score > Calculated score.

3. Under Overall score question, enter the overall question.

4. Under Question weights, assign weights to questions according to their importance in the overall score. By default, the questions will be weighted evenly, so the total score of all questions is 100%.

5. Enter 0% for questions you don’t want calculated as part of the total score.

6. Total weights must be 100%. Click Recalibrate to 100% to adjust automatically.

What the scorer sees

Scorers see the calculated overall score as the last question in the scorecard before submitting. They can’t manually override the score but they can revise their answers to previous questions before submitting.

Considerations

• Currently, weights can only be assigned to range and yes/no question types.

• Skipped questions: If the scorer skips a question, it is counted as the lowest possible value in the overall score weight. For example, if the skipped question is a range question from 1 to 5, the value given to it in the overall score is 1. If it’s a yes/no question, the value given is 0.

• Questions marked as N/A: If the scorer marks a question as N/A, it isn’t counted in the overall score, and the weights of other weighted questions are adjusted.

• If you don’t want questions to be skipped or marked as N/A, make them mandatory.

How the score is calculated

• Yes/no questions: yes = 1; no = 0.

• Range questions: The numeric value is the selected value.

• Values are normalized, which means they are adjusted to a number within a certain scale; in this case, between 0 and 1.
  So, for example, if the question is a range question between 1 and 7 and the answer is 3, the value is normalized as follows:
  7-1 = 6; (3-1)/6 = 1/3; normalized value is 0.33.  

• The normalized values of all the questions are then weighted and summed up. This is then scaled to a value between 1 and 5.

Example of an overall score calculated by weight

Let’s say you build a scorecard with 4 questions: 2 yes/no, 2 range questions. You set the question weights to 30%, 20%, 40% and 10%.

To determine the overall score, the answer values are normalized, weighted, and summed up. The results are then scaled and rounded to a value between 1 and 5.

Add or remove the overall score question

The overall score question is enabled by default.

To remove it:

1. Hover over Overall score in the left panel, click and click Delete.  

To add it if it’s been removed:

1. Click Overall score in the left panel (it will marked with a dashed line). In the panel that opens on the right, click + Add overall question.

Automatically review past calls

Admin Center > Agent Studio

Scorecards set to automatic review can be applied to calls that happened in the past 90 days that match the same filters. This option is only available for published scorecards:

1. Go to AI Call Reviewer and click Settings.

2. In the search box at the top left of the page, enter the name of the scorecard you want to edit, delete, or duplicate.

3. Clickbeside its name and choose Edit to open the scorecard.

4. In the top right corner, clickand choose Apply to past calls.

5. Choose how far back you want to go, and click Apply.
   You’ll get an email when we’ve finished reviewing past calls with the scorecard.

Edit, delete or duplicate a scorecard

Admin Center > Agent Studio

1. Go to AI Call Reviewer and click Settings.

2. In the search box at the top left of the page, enter the name of the scorecard you want to edit, delete, or duplicate.

3. Clickbeside its name and choose an action.

   

   Edit: This opens the scorecard for editing. To save any chances, click Save. To make the changes live, click Publish.

   Delete: If the scorecard has never been used, it can be deleted. If the scorecard has been used, you won't be able to delete it because it contains data. To make sure it doesn’t appear for scoring, click Unpublish.

   Duplicate: This creates a duplicate of the original scorecard, including all the same questions. Change the name, edit as you like, and publish to make it live.

Push scorecard results to another source

Use the API to push stats for scorecard results out of Gong. Documentation can be found here.

Download scores

Admin Center > Agent Studio

Download all of the answers for a specific scorecard, including scorecards that are private, as a CSV file. Here’s how:

1. Go to AI Call Reviewer and click Settings.

2. In the search box at the top left of the page, enter the name of the scorecard you want to download scores for.

3. Clickbeside its name and choose Edit to open the scorecard.

4. In the top right corner, clickand choose Export to CSV.

   

The exported report contains detailed data for each completed scorecard. Each row represents a single scorecard, with columns that include the answers, additional notes, and the following information:

• Gong Internal Call ID: Unique identifier for each call

• Call title: Name or subject of the call

• Recorded date: Date and time the call was recorded

• Duration (Sec.): Length of the call in seconds

• Call host: Person who hosted the call

• Scored user: Team member who was evaluated

• Scored by: Person who submitted the scorecard

• Scored date: Date and time the scorecard was submitted

• Edited by: If applicable, the last person who edited the scorecard, when they are not the same person who submitted the scorecard.

• Score card visibility type: Indicates whether the scorecard is public or private

• Call link: A direct URL to listen to the call in Gong

You can also view scorecard results by team, and download results in a CSV.

*The features available to you depend on your company’s plan and your assigned seats.