Hi! I just set up automatic scoring for our CSM team in Gong. We currently have automatic scoring set up for any call that a CSM “hosted” or “attended”, however, Gong is automatically scoring the host on any meetings a CSM attended. Is there a way that I can assign Gong AI to score the CSM participant rather than it auto-scoring the host?
Solved
Automatic Scoring with Gong AI for Call Participant rather than Host
Best answer by felixleo12
Hi Vivian!
This is expected behavior. Gong auto-scores the meeting host by default, not individual participants. If CSMs often join calls they don’t host, the best workaround is to have them host those meetings or align on a hosting standard.
You can also check with Gong support to see if participant-based scoring is on the roadmap.
+2Hi
Hi Vivian!
This is expected behavior. Gong auto-scores the meeting host by default, not individual participants. If CSMs often join calls they don’t host, the best workaround is to have them host those meetings or align on a hosting standard.
You can also check with Gong support to see if participant-based scoring is on the roadmap.
Has anyone been able to find a workaround for this? This limitation is proving to be a setback for our org as we have many teams who aren’t hosts of the call, but their team leaders have a strong desire to be scored using the automatic reviewer for their work on these calls where they’re technically not the host.
Thanks for the response
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