Configure scorecard questions

Who can use this: Business admin

Available on: Enable Essentials, Enable

Ideal for: Enablement, RevOps, coaching leaders

Required permissions: Manage Scorecards and Trainings

Configure scorecard questions to define what reviewers evaluate and how Gong AI assists them. For each question you add, work through the steps below in order: add or edit the question, set up AI, and add a scoring guide. Once all questions are in place, add an optional overall score.

Step 1: Add or edit a question

Each question captures one evaluation criterion. The type you choose determines the answer format and which questions can contribute to a calculated overall score.

To add or edit a question:

1. From the left sidebar, click Assets, and select Scorecards.

2. Select an existing scorecard, or click + New scorecard to create one.

3. To add a new question, click + Add question in the left panel. To edit an existing question, click it in the question list.

4. Enter or update the question text in the Question for scorer field.

5. Select or confirm the question type. You can’t change the type of a question that has already been published. For new questions, you can choose from:

   • Range: A numeric score on a scale you define. Use the minimum and maximum dropdowns to set the scale (default 0–10). Set the minimum to 0 or 1, and the maximum up to 50. Can be weighted in a calculated overall score.

   • Yes/No: A binary answer. Can be weighted in a calculated overall score.

   • Single-select: Choose one option from a list you define. Type your options in the provided fields and click + Add option to add more. Can’t be weighted.

   • Multi-select: Choose one or more options from a list you define. Type your options in the provided fields and click + Add option to add more. Can’t be weighted.

   • Open-ended: A free-text response. Can’t be weighted.

6. (Optional) Select the Make this question mandatory checkbox to prevent reviewers from skipping it or marking it N/A.

Warning:

Removing a question from a scorecard that already has completed results permanently deletes the stored answers for that question. This action can’t be undone.

Step 2: Set up AI for the question

Choose how Gong AI assists the reviewer with this question. Before you can turn on automatic review for a scorecard, it must be enabled for your company. If automatic review is enabled on the scorecard, only Get answer from AI is available. The other options are grayed out.

To set up AI:

1. Under AI question, choose one of the following:

   • No AI: AI won't answer this question. The reviewer answers manually.

   • Get answer from AI: Gong AI analyzes the transcript and suggests an answer the reviewer can keep or change. Required for automatic review scorecards.

   • Find answer with an AI tracker: Choose an existing AI tracker from your account. Gong AI surfaces relevant transcript snippets the reviewer can consult. It doesn’t generate an automatic answer.

2. If you selected Get answer from AI, complete the following fields:

   • Ask a question: Enter the question as you want the AI to interpret it. This can differ from the reviewer's question. Use precise, fact-based language that helps the AI find a clear answer in the transcript.

   • Add details or examples (optional): Describe what a correct answer looks like. For example: "Answer is Yes only if a specific date or follow-up action was mentioned." The more specific your guide, the more accurate the AI suggestion.

3. (Optional) Use the buttons below the answer guide to test and improve your configuration.

   • Improve question: Analyzes your question and answer guide and shows recommended improvements.

   • Test it: Evaluates the AI answer on a real call so you can check whether your question and guide produce the expected result.

Note:

AI answers aren’t available for voicemail calls or calls with fewer than 100 words in the transcript.

Step 3: Add a scoring guide

A scoring guide gives the reviewer written instructions for how to answer this question. It appears below the Question for scorer field, where you defined the scorecard question.

To add a scoring guide:

Enter instructions to help the reviewer answer consistently in the Answer guide for scorer field. You can include formatted text and links.

Step 4: Configure an overall score

Once your questions are set up, you can add a single summary value for the scorecard. The overall score is a range question that lets you filter calls and compare scorecard results across your team. Gong includes it in new scorecards by default, and you can remove it. Scorecards work without one.

Note:

For scorecards set to automatic review, you must select Calculated score.

To add and configure an overall score:

1. In the left panel, click Overall score. If you deleted it earlier, click Add overall question to add it back.

2. Choose the scoring method:

   • Manually scored: The reviewer enters the overall score directly during review, on a range you set, up to 0 to 100. The scorer can't skip it.

   • Calculated score: Gong calculates the overall score by summing weighted answers from eligible questions. Only Range and Yes/No questions can be weighted. Required for automatic review scorecards.

3. If you selected Calculated score, set the question weights:

   • Click Adjust question weights to expand the weight controls.

   • Assign a percentage weight to each eligible question. The total must equal 100%. A progress bar shows your current total.

   • Click Recalibrate to 100% to normalize the weights automatically.

4. (Optional) If you select Manually scored, enter an Instruction guide for the scorer to help the reviewer interpret and use the overall score.

5. (Optional) Under Learning resources, click the Include resources toggle to enable it and attach learning content that appears on the call page when a call scores low.

Note:

Skipped weighted questions count as the lowest possible value. Questions marked as N/A are excluded and the remaining question weights are adjusted proportionally.

Frequently asked questions