Admin/Ops reporting cadence

Hi @Leigh Oxley, I recommend looking into the Gong Academy and Help Center! Here is some content you might find helpful.

• How is our team doing with Gong adoption?
• Generate a utilization report

I hope these help, and I am happy to send more resources your way!

Thanks for responding, @Noga Aloni! I’ve already reviewed both of those resources… was hoping for more real-world examples from other admins or ops folks. 

Any thoughts on the suggested paths noted, as well? I believe I found some help articles that also pointed me to Settings > Analytics, or Analytics on the left side panel, but I don’t have those options.

Hi @Leigh Oxley! @Noga Aloni thanks for sharing those resources. 😊

Tagging in some admins/ops folks for thoughts or ideas on using Gong to understand how your teams are using and getting value from the platform: 

@stephanie richman @Kevin Heraly @Benedetta Pediconi @Alisa Goldschmidt @Kathryn Mwathe @Kaari Dahl @Russell Koontz @Alexandra @Jocelyn Taylor @Vicki Kam @Megan Kielty-Corning @Andy Gregor @Bryan Wolski @Inbal Shacked @Cassie Enciso @Senait @Kyle Morgan @Quinn Ricigliano @Niovi Ziori @Mallory @William @Devon Kennedy @LaurenG @John Machak 

@Leigh Oxley you should have Analytics on left-hand navigation (under deals) so I would reach out to support on that.. BUT, I do not use anything in analytics to help me understand adoption/usage…  Those largely come from running utilization and call status reports…  Those are accessed by clicking ‘Company Settings’ in bottom-left corner and then go to reports at the bottom.

You should have a clear idea on what you expect people to be doing and then look at how they are measuring up to that… i.e., if you have set expectation that all customer calls are recorded, the call status report can help you see how is canceling the recordings and who isn’t…  We are NOT leaning in on call scoring, so when we see goose eggs in number of calls scored (when we run a utilization report), it isn’t a sign of poor adoption.

We look at: How often people are logging in, how many calls they are listening to, how often they ask a question (ask me anything), how often they are leaving comments (from utilization report) and then % of calls being recorded from calls status report.

Expectations should be aligned to what you have trained to and what you have asked your users to do.  I have found that there is no reason to be punitive when adoption is low.. there are so many ’wow’ factors and ways that reps can extract value so showcasing those- maybe highlight one per week in an email series- will lead to improved adoption each week.

Hi @Leigh Oxley - do you have different expectations for individual contributors (listening to calls, asking for feedback, providing peer to peer feedback etc.) vs. front-line managers (providing coaching, scoring calls, identifying trends in the deals dashboards)?

• Is Gong used in new hire onboarding as a way to shadow best behaviors or simulate mock call scenarios that feedback can be given on?
• Do you require reps to score their own calls or have a minimum number of calls managers/trainers should be providing coaching on?
• Are you using trackers to see if reps are mentioning key features, or if prospects/clients are raising specific objections?
• Have you set up any alerts to notify front-line managers if reps say something that needs immediate course correction?
• Can your team take advantage of the AI call summaries in some way?

Tons of different ways you can use the tool.  It took us a while to evolve to current state.  Happy to chat more though sometime - good luck!

Thank you @John Machak and @stephanie richman - both helpful answers! I think I need to just dig into the utilization and call stats reports a bit more. There’s SO MUCH information in there, I’m struggling to distill what really matters. This is helpful to think about though, so appreciate that you took the time to respond! 🙌🏼