Troubleshooting statistics

Statistics are collected only for calls where speakers are identified. For example, if a user was on 10 calls, but was only identified as a speaker on five of those calls, the user's stats will reflect their level of activity for those five calls only.

Fixing this is a job for your Gong business admin.

In many telephony systems, you have the ability to define which channel a team member uses. Make sure that this has been correctly assigned.

For more details, see How Gong identifies speakers.

The feedback metric counts only the feedback requests marked as reviewed, or comments left on a call, not by the call owner but that are visible to the call owner. If a comment was added privately, and the call host can't see it, it's not counted.

Issue: Users are appearing in other stats but not the interaction or topic stats

Resolution: Users are not appearing because they have not been Voiceprinted.

Check if a user is Voiceprinted by going to their profile in Gong. If the user is not Voiceprinted, we may be able to separate speakers, but we don't know who is who if they aren't Voiceprinted. For example, we do not know who spoke 53% of the time and who spoke for 47% of the time. Non-Voiceprinted users can still have interaction/topics stats because we don't need Voiceprint to know who is who for web conferencing calls.

If a user sees "N/A" next to their name in the Stats page, it means they don't have any applicable calls in that section (e.g. Activity, Interaction, Topics, Coaching). The individual will be the only one who sees "N/A", other users just won't see that user show up.If a user sees "0" next to their name in the Stats page, it means they have applicable calls in that section (e.g. Activity, Interaction, Topics, Coaching) but not in that particular area. For example, maybe they have received comments on their calls, but haven't written any comments on other's calls. So, they have applicable calls in the "Coaching" section, they just don't have any calls for the "Feedback Given" tab.