Who can use this: Any team member
Available on: Enable Essentials, Enable
Ideal for: Sales manager, sales leaders, QA reviewers
When a scorecard is set to automatic review, AI Call Reviewer completes it on the calls it covers, so a call can have a result even if no one scored it by hand. On the call page, these results are labeled Scored by Gong AI. The result reads like a manual scorecard, but who can see it and who can change it work differently. Learn more about AI Call Reviewer.
Find an automatic scorecard result on a call
Open the call's scorecards to find the result Gong AI completed, which appears alongside any results people submitted by hand.
To find an automatic scorecard result on a call:
Open the call and click Scoring (the star icon) on the right side of the page.
Find the result labeled Scored by Gong AI.
Note:
If no automatic result appears, it may not exist yet, you may not have permission to see it, or the call may not match the scorecard's filters. Learn more about troubleshooting scorecard issues.
Tip:
You can also see automatic results in Insights. From the left sidebar, click Insights, select Team, open the Scorecards tab, find the scorecard, and click Automatic.
How an automatic result differs from a manual one
An automatic result has the same questions and scores as a manual one, so you read it the same way. What changes is who can see it and who can change it.
Automatic results always use the visibility set on the scorecard, because there's no per-call visibility choice like there is when someone submits a scorecard by hand. If that setting doesn't let you see the scorecard, the result doesn't appear on the call page at all.
Note:
Scorecards may be set so that only the person who scored the call can see the result. When an automatic scorecard has this setting, the result doesn't appear on the call page, because Gong AI did the scoring. Only team members with the View all answered scorecards permission can see it. If you expect to see an automatic result and can't, ask your admin who can see that scorecard.
Note:
Only team members with the Override score permission can edit or delete an automatic result.
Frequently asked questions
How do I know which calls have been automatically scored?
You can find calls by scorecard in Conversations Search using the Scorecard name filter.
Does an automatic result count as feedback given in Coaching metrics?
No. Coaching metrics count only actions a manager takes, so automatic results don't count as feedback given. Learn more about what counts as feedback.
Why was only one participant scored when there were multiple people on the call?
Gong AI scores only the people the scorecard is configured to score: Either the call host only, or selected teams or people. If someone's missing a score, it's likely because they're not in that configuration. Check the scorecard's configuration with your admin or learn more about troubleshooting scorecard issues.
Why does Gong AI sometimes give different answers to the same question?
This is expected AI behavior. Gong AI can sometimes give different answers to the same question, even on the same call.