Who can use this: Business admin
Available on: Enable Essentials, Enable
Ideal for: Enablement, RevOps, coaching leaders
When a scorecard won't save, doesn't appear on calls, doesn't score automatically, or has weights that don't work, the cause is usually in its configuration. Check the sections below to find what matches your situation.
Can't save or publish the scorecard
The Save or Publish button is unavailable, grayed out, or displays an error.
Invalid Range minimum: Range questions must use a minimum value of 0 or 1. A higher minimum can prevent the scorecard from saving or publishing. Check all Range questions and correct any invalid minimum values.
Question weights don't total 100%: If you use a calculated overall score, question weights must total exactly 100%. Select Recalibrate to 100% to adjust them automatically.
No weight question: Weights can be assigned only to Range and Yes/No questions. If the scorecard includes a calculated overall score but has no Range or Yes/No questions, switch to a manually scored overall score, remove the overall score, or add a Range or Yes/No question.
Automatic review requires AI answers: When automatic review is enabled, all questions must use Get answer from AI.
Automatic review requires a calculated overall score: If automatic review is enabled and the scorecard includes an overall score, set it to Calculated score, not Manually scored.
Scorecard isn't appearing on expected calls
The scorecard is published but does not appear in the scoring panel on calls you expect it to cover.
Call does not match all filter conditions: All filters must match the call. Check the call type, participants, date, and any other conditions in the scorecard filters. For participant filters, confirm whether the person was the host or an attendee.
Scorer does not have permission or seat: The scorer needs the Score calls permission, an eligible seat, and access to the call. See Troubleshoot scorecard issues for access checks.
Scorecard is not published: A saved but unpublished scorecard is not active or available for scoring. Confirm that its status is Published. If you edited a published scorecard, publish it again to make the changes live.
Some calls didn't show results
The scorecard is published, but some matching calls haven't received a scorecard.
Call does not match current filters: Review the scorecard filters against the call. If filters were changed after the call, apply the scorecard to past calls again.
Participant could not be identified: Automatic review scores the host by default. If the host didn’t participate, the call may be skipped. To score attendees or selected teams or people, configure Scored participants to match, and make sure the Call participants filter includes attended calls.
Call is too short or is a voicemail: Gong AI answers aren't available for voicemail calls or calls with less than 100 words in the transcript.
Backfill completion email doesn't confirm scoring: The email confirms that the backfill finished, but not that every matching call received a scorecard. After the backfill finishes, allow up to 24 hours for results to appear, then check individual call pages or scorecard reports to verify them.
Automatic review isn't enabled: Confirm that the scorecard's review method is set to Automatic review. Manual review doesn't trigger automatic scoring.
Question weights are unavailable or not working
The weight controls are grayed out or the Recalibrate button has no effect.
No weight questions: Weights can only be assigned to Range and Yes/No questions. If all scoring questions are Single-select, Multi-select, or Open-ended, the weight controls are disabled. Add a Range or Yes/No question to enable weighted questions.
Weights appear frozen even with eligible questions: If the weight controls are grayed out despite having Range or Yes/No questions, try refreshing the page. If the issue continues, contact your Gong admin.