About scorecards

Who can use this: Any team member

Available on: Enable Essentials, Enable

Ideal for: Sales manager

A scorecard is a structured set of questions used to evaluate a call participant’s performance. Admins build and publish scorecards, and team members or Gong AI answer them on individual calls.

Scorecards and scoring results

A scorecard definition is the form an admin creates and maintains. It contains the predefined questions, answer options, and optional scoring guides. One definition can be used across many calls and by many scorers.

Each time a scorecard is completed for a specific call and participant, it creates a scorecard result. The result is attached to the call, the scored participant, and the scorer. Results are independent of the definition: Editing or deleting a result doesn’t change the definition or any other call’s results. Who can see a result depends on its visibility setting. Learn more about scorecard visibility.

How calls are scored

There are three ways to score a call. The methods share the same underlying Gong AI technology where applicable, but they differ in who authors the result and what the scorer must do.

Manual scoring: The scorer opens a call, selects a participant and a scorecard, answers the questions, and submits the result.

Manual scoring with AI suggestions: The same flow as manual scoring, but some questions show a suggested answer from Gong AI based on the call transcript. The scorer can keep the suggestion or enter a different answer before submitting.

Automatic scoring: Gong AI evaluates the call without a person opening it and generates a completed result. The result is labeled as “Scored by: Gong AI”. No scorer action is needed for the result to exist, but team members with the relevant permission can later edit or override it.

Scoring access and eligibility

To score a call manually, you need the following.

• Access to the call.

• Score calls enabled in your permission profile.

• A published scorecard available for the call. Scorecards are published by admins and filtered to matching calls by configured rules. If no scorecard appears in the scoring panel, the call may not match any published scorecard's filter criteria.

Any participant listed on the call can be scored manually. In a single call, a scorer can't use the same scorecard on the same participant more than once. Multiple scorecards can apply to one call, and more than one scorer can score the same call.

Where results appear and how to find them

Completed scorecard results appear on the call page in the scoring panel. Manual results show the scorer's name. Automatic results show the "Scored by: Gong AI" indicator. A scorecard that the viewer does not have permission to see is hidden from the call page completely.

To find calls by scorecard in Conversations Search, use the Scorecard name or the Overall call score filters. Visibility settings affect which results appear in Search: A result set to Scorer or Manager visibility may not appear for every viewer.

To compare scorecard results across your team, for example to see which reps are struggling or which teams are adopting a new methodology, go to Insights > Team > Scorecards.

Scorecard results can also be exported as a CSV. Learn more about exporting coaching and enablement data.

Scorecard visibility

Visibility works at two levels: the scorecard definition and the participant's result.

The scorecard definition sets a default visibility that applies to automatic results and provides a starting point for manual results. When a scorer submits a manual scorecard, they can choose the visibility for that specific result, overriding the default. The options available for a manual submission are:

• Everyone at [company name]: Visible to all team members who can access the call.

• Team member scored and their managers: Visible to the scored team member, their manager, and anyone above the manager in the management hierarchy.

• Manager: Visible to the scored team member's manager and anyone above them in the management hierarchy.

• Scorer: Visible only to the person who completed the scorecard. If the scorecard is automatic, the result won't appear on the call page.

Note:

When visibility is set to Scorer:

• Team members who don't have permission to see the result don't see it on the call page, and there's no sign that it was submitted.

• Managers and others with team stats access can see the result in Insights. It is not shown to all team members in Insights > Team > Scorecards, only to those with appropriate Insights access.

• Scorer-visibility results can be exported via the Gong API and as a CSV file.

Team members with the View all answered scorecards permission can see restricted results on any call they can access. These results are marked with a Restricted badge. This permission is intended for enablement, QA, and operations roles. Call access remains a prerequisite, so the permission doesn't grant access to calls the viewer could not already open.

Note:

Automatic results follow the visibility setting in the scorecard definition. If visibility is set to Scorer, Gong AI is treated as the scorer, so the result doesn't appear on the call page for the call participant, their manager, or other team members. Team members with the View all answered scorecards permission can still see it.

What the overall score means

If a scorecard includes an overall score, Gong calculates it from the individual answers using weighted values. A skipped question is treated as the lowest possible value for its weight. A question marked N/A is excluded and the remaining question weights are adjusted accordingly.

The calculated score may not equal a simple sum of the displayed question values because of the weighting and rescaling involved. If the overall score looks unexpectedly high or low, check whether any questions were skipped or marked N/A.

Frequently asked questions