Troubleshooting: Why aren't I receiving call notifications for people reporting to me?

If you're not receiving call notifications for one or more of your reports, this usually means that your team hierarchy isn't set up correctly in Gong. Here's how to check and correct this. You must be a Gong admin

1. Ask your Gong admin to go to Settings > General > Team Members.

2. Find your name on the list of team members. The people reporting to you are listed under your name and are indented. Any of their reports are indented under their name, and so on.

3. Check if your report is listed under your name. If not, this is the reason you're not receiving notifications about their calls.

4. Find their name on the list and click the name to open the Edit Team Member page.

5. Scroll down and click the Manager field.

   

6. Enter your name in the field and click Update. The team member should now appear as one of your reports in the hierarchy, and you should receive call notifications for them.

Note:

If you import users from Salesforce, Gong imports them according to the Salesforce hierarchy. Make sure the team member hierarchy is correct in Salesforce before doing the import.