In Gong, we've worked with clients to understand how you coach, and how we can best serve your needs for tracking coaching. Through this research, we identified different types of feedback and how they're given, and mapped these to Gong in the following ways:
Feedback is often part of a digital conversation on a call. Comments between reps and their manager are normally counted as feedback. Some comments, for example if more than one person is tagged, are not included as feedback.
When someone fills a scorecard for another rep, this is counted as feedback given. Scorecards filled in for self assessment are not counted as feedback.
Go here to get the full story on setting up scorecards.
We're sure you talk to your reps regularly, whether in a structured 1:1 meeting, or over the water cooler. After you've had some actual, physical, human interaction, and chatted with your rep about a client call, you may consider this as having given your rep feedback. Back in Gong, you can tie this to a call by marking the call as 'feedback given' - here's how.
You can ask your manager or another team member to give you feedback on your calls. A feedback request is:
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When a rep shares a call they own with their manager
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When a rep tags their manager in a comment on a call they own
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When a rep clicks request feedback on a call they own (see Request feedback)
Feedback requests are received in the homepage To Do list, the Coaching inbox and in an email.
As part of Gong's stats on different activities by team members and managers, the Calls with feedback metric tells you how much feedback each person has given. This is found in these places:
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Feedback to anyone: See the amount of feedback given by the team member in the Gong usage tab in Insights > Team
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Feedback by manager to their direct team members: See the amount of feedback given by a manager to their direct team members in Coaching > Coaching metrics
Multiple feedback on the same call
Once you have given one type of feedback on a call, no other feedback on the same call will be counted as feedback. So, if you make four comments on a call that all count as feedback, the call will be marked as feedback given. Also, if you fill in a scorecard and make a comment which is included as feedback on the same call, this will count as one feedback on the call.
In the example below, Ian Duman has given feedback on 41 calls, made comments on 39, given 15 scorecards and 4 offline. This means that around 20 of Ian's comments were feedback on the call.
If we dig deeper into the feedback, we can see one call with four comments and one scorecard. This will be counted as one call with feedback.
The criteria for including a comment as feedback are as follows:
For the rep's direct manager:
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Your comment will count as feedback if it has one of the following:
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You tagged one person from your team on the call
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You didn't tag anyone, but there is only one rep on the call
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There is an open request for feedback
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The comment is private to a specific rep, irrespective of whether you tagged the rep or not
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Your comment will not count as feedback if it has one of the following:
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You tagged multiple people in your comment
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You didn't tag anyone, there are multiple reps on the call, and your comment is open for everyone to see
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For everyone else:
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Your comment will count as feedback if it has one of the following:
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You have an open request for feedback for the call
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You tagged one person on the call
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You made the comment private for a specific rep
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Your comment will not count as feedback if it has one of the following:
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There are no open requests for feedback
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You tagged several people in your comment, or you didn't tag anyone
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