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
Hi
Instructions to try it out: When creating or editing an Automatic Scorecard, select the team whose members should be scored. Any call participant from that team will automatically receive their own scorecard result.
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