Score a call

Sales rep, Sales manager

Enable Essentials*

To the call you want to score

Scoring calls with Gong gives you quick, structured coaching, so reps and managers can track improvements over time. Use scorecards to distinguish between strong calls and ones that need improvement by focusing on specific aspects of the call, and providing clear, detailed feedback. Scoring a call is counted as feedback given, unless you're a call owner scoring your own call.

The ability to score calls is based on your permissions. If you don't have it and think you should, contact your tech admin.

Score a call

1. Go to the call you want to score and click in the right panel.

   

2. Select the call participant that you want to score, and choose a scorecard.

   • If you see Includes answers by Gong AI at the top of the scorecard, it means the scorecard was set up so that Gong AI answers some of the questions. An is displayed beside answers suggested by Gong AI. Click AI answer to see why the AI chose this answer.

   • If you see Scoring guide below a question, click to see instructions from the person who set up the scorecard on how to answer the question accurately.

   • Use the Add more feedback field to add text that explains or supports your answer.
     

3. At the bottom of the screen, choose who can view the completed scorecard.  

   • Public means anyone at your company can see the results, and the call host is notified. Chose Anyone at your company to make the scorecard public.

   • Private means only you can see the results. Choose Only me to make the scorecard private.

   • Collaborators means specified people see the results, and they’ll be notified. Choose specific people who will see the scorecard and be notified.

4. When you’re done, click Submit.

Set a scorecard to private

When a scorecard is private, it is marked as private on the call page and only the scorer can see the completed scorecard.

• Private scorecards can be pushed to the Gong API and downloaded as a CSV.

• Scores from private scorecards are visible in coaching stats, but not via the Insights > Team > Scorecards tab.

• The scores from private scorecard  are hidden on the Calls and call page, but there is an indication that a private scorecard was submitted.

• Private scorecards are aggregated in the Insights section, so leadership can view metrics, they are more difficult to find.

• You’ll see the indication of whether the scorecard is public or public beside the submit button. To make a public scorecard private, click Public and choose Only me. You can also make a scorecard visible to specific people. In such cases, it will appear as Private to everyone else.

   

Edit or delete a scorecard you submitted

To edit a scorecard that you've submitted:

1. Go to the call with the scorecard and click .

2. Hover over the score at the bottom of the scorecard panel and click .

3. Edit the scorecard and click Submit.
   The new scorecard will replace the old one.

To delete a scorecard that you've submitted:

1. Go to the call with the scorecard and click .

2. Hover over the scorecard at the bottom of the scorecard panel and click .

3. The scorecard will be removed.

Modify a scorecard someone else submitted

The ability to override scorecards that have been answered by others is based on your permissions. If you don't have this permission and think you should, contact your tech admin.

To edit a scorecard that someone else submitted:

1. Go to the call with the scorecard and click .

2. Hover over the score at the bottom of the scorecard panel and click  or .

3. Edit the scorecard and click Submit.
   The new scorecard will replace the old one. The names of both the original scorer, and the person who edited the score will be displayed.

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