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 set in your permission profile. If you don't have it and think you should, contact your Gong admin.

Score a call

1. Go to the call you want to score and click .

2. Select who you want to score via the SPEAKER TO SCORE field.

3. Choose a scorecard and answer the questions.

   If you see Includes answers by Gong AI at the top of the scorecard, it means the scorecard was set up to use Gong AI to answer some of the questions.  

   

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

   2. If you see Scoring guide below a question, click to find instructions on how to answer the question accurately.

   1. If a question already shows an answer with , it means Gong AI has provided the answer, based on the content of the call. You can keep this answer, or revise it.  

4. 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.

5. When you’re done, click Submit.

Set a scorecard to private

When a scorecard is private, only the host and call participant can see it on the call page.

• 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 on the Insights > Team > Scorecards tab.

• Private scorecard scores are hidden on the Calls and Calls page, but there is still an indication that a scorecard exists.

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

• 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. If you want to make the scorecard visible to selected people, choose specific people.

   

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.

Edit or delete a scorecard someone else submitted

The ability to edit or delete any scorecard is set in your permission profile. If you don't have it and think you should, contact your Gong 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.

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.