Check how your team is being coached

Who can use this: Any team member

Available on: Enable Essentials, Enable

Ideal for: Sales manager, RevOps

Required permissions: Team page under Insights and Insights stats

Before a 1:1 or a team review, check that every rep on your team is getting coached and is learning from calls. On the Team page in Insights, you can see the coaching each rep's calls receive and the coaching they do themselves, such as listening to calls and giving feedback to peers.

You can also check how your managers coach their own direct reports. For stats such as talk ratio and question rate, see understanding your team's call stats.

Step 1: Set the view

Coaching received and Gong usage use the same filters, so choose the team and period once before you look at the numbers.

To set the view:

1. From the left sidebar, click Insights, and select Team.

2. At the top of the page, select the manager whose team you want to see.
   Tip: To compare several teams or team members, click Select multiple teams or members.

3. Select the time period and the call category.

4. (Optional) To see a row for each person instead of team totals, click Individuals.

5. (Optional) To count calls each rep joined as well as the calls they hosted, click Attended.

Note:

Dates and times on the Team page follow your company's timezone, not your own.

Step 2: Find who isn't getting coached

The coaching each rep's calls received in the period shows you who is getting attention and who is being overlooked.

To see the coaching each rep received:

1. In the menu on the left, select Coaching received.

2. Compare the columns for each rep:

   • Feedback received: Calls where the rep received feedback, such as a comment, a scorecard, or a call marked as feedback given. A call with several pieces of feedback counts once. Learn more about what counts as feedback.

   • Comments received: Calls where someone else commented on the rep's call. Comments the rep left on their own call don't count.

   • Scorecards received: Calls where someone scored the rep's call.

   • Manually received feedback: Calls marked as feedback given, to log coaching that happened outside Gong.

Note:

A low Manually received feedback number doesn't always mean a rep isn't being coached. It may mean coaching that happened in 1:1s or in person isn't being logged in Gong.

Step 3: See who reviews calls and coaches peers

Coaching doesn't only come from you. The activity each rep does in Gong shows who is learning from calls on their own, for example during onboarding.

To see each rep's own coaching activity:

1. In the menu on the left, select Gong usage.

2. Review the cards at the top of the page. Each card shows the team average for one activity:

   • Listened to calls: Calls the rep played. A call counts as soon as it's played.

   • Gave feedback on calls: Calls where the rep gave feedback, such as a comment, a scorecard, or a call marked as feedback given.

   • Commented on calls: Calls where the rep left at least one comment, including comments on their own calls.

   • Scored calls: Calls where the rep submitted a scorecard.

   • Marked feedback given: Calls the rep marked as feedback given, to log coaching that happened outside Gong.

3. To see each rep's number for one activity, click its card.

Step 4: Open the calls behind a number

When a rep's number is low, look at their calls to see what's behind it and decide where to give feedback.

To open a rep's calls:

1. (Teams view only) In Coaching received or Gong usage, click the manager's row to see their team.

2. Click the rep's row to open their stats and their calls.

3. Click Go to call to open a call.

Tip:

Once you've opened a call, you can give feedback through call comments.

To download these numbers, for example to share them before a team review, see exporting team stats.

Frequently asked questions