Mark a call as reviewed to log offline feedback in Gong so it appears in coaching stats, according to Gong.
Key takeaways for log call feedback so every rep is counted
- Mark offline conversations as "feedback given" in Gong so they appear in your records; everything marked this way counts as feedback according to Gong.
- Use the "Coach card by" or "Coach card for" filters in Outreach to identify conversations that have not received feedback according to Outreach.
- Add timestamped comments to call recordings or transcripts in HubSpot, or send a notification to another team member according to HubSpot.
- Note that once any kind of feedback is given on a call, it is counted as a call with feedback, regardless of the method used according to Gong.
How to know which reps got call feedback, in one paragraph
You may find you often give feedback verbally, such as straight after a call, or in a 1:1 meeting, according to Gong. To see which reps were coached and which were missed, combine each tool’s native record with a manual log for offline talks. Mark a call as reviewed to make sure this "offline" feedback is logged in Gong so that it's part of your coaching stats, and visible to you, your manager, and sales enablement, according to Gong. Verbal coaching gets a visible record instead of staying invisible in the system. Use this record to identify reps who have not received recent feedback.
Record the rep, the specific call, the date, the method of delivery, and whether the rep saw the feedback. This manual log pairs with your software records to show which reps have been coached and which have been missed.
According to Gong: Select manager level: Select whether you want to see all managers that roll up to the senior manager, only their direct reports, or only level 1 managers (for example, frontline managers). Read Sales coaching logs: 6 audit items to check when you review those logs.
What counts as feedback and what does not in Gong
To determine if a coaching interaction is recorded in your stats, you must understand the specific definitions used by the platform. According to Gong, every formal request is a feedback request. However, sharing a recording alone is not enough to trigger a coaching metric. The documentation states that not every shared call is a feedback request.
The system distinguishes between the act of sharing and the act of providing evaluation. According to Gong, everything marked as 'feedback given' counts as feedback. Filling out a scorecard for a direct report and sharing it as public or with a specific person qualifies as a valid feedback record.
It is important to note that the platform does not count multiple types of feedback on the same call as multiple coaching sessions. According to Gong, although there are different ways of giving feedback, once any kind of feedback is given on a call, it is counted as a call with feedback. This rule prevents double-counting. If you leave a comment and also fill out a scorecard for the same recording, the system records the call as having received feedback, but it does not increment your coaching count twice. The metric tracks whether the call was coached, not the volume of feedback items attached to it.
To maintain accurate records, you should review your feedback logs regularly. Look for patterns where you share recordings without providing feedback. Such moments often highlight spots where your coaching process could get stronger. By aligning your actions with the platform's definitions, you ensure that your coaching metrics are accurate and useful for tracking team development.
Logging feedback you gave out loud in a 1:1
To make sure this "offline" feedback is logged in Gong so that it's part of your coaching stats, and visible to you, your manager, and sales enablement, mark a call as reviewed, according to Gong. When you provide feedback during a hallway chat or a quick post-call debrief, the system does not automatically detect the interaction. You must manually mark the specific call as reviewed to register the feedback event. Managers can then see which reps have received this type of coaching without checking personal notes.
For email notifications, Gong gathers comments that are made within a 30 minute period into one batch, so that if someone leaves multiple comments within a 30 minute window, you're only notified once, according to Gong. This batching rule applies to comment notifications specifically. If you leave several comments on a transcript in a short span, the system consolidates them into a single email alert. You will not receive a separate notification for each individual comment left within that 30 minute window. The batching behavior is specific to email alerts.
You can tag up to 50 people in one comment, according to Gong.
Comments on a transcript in HubSpot and Microsoft
When you review a call recording in HubSpot, the interface allows you to interact with the transcript directly. According to HubSpot, you can send a notification to another team member or add a timestamped comment by performing specific actions within the review tool. Anchoring feedback to a specific moment in the conversation creates a clear record of where the coaching point was made. Read Timestamped call notes: 5 fields before you post when you attach a note to a moment in the call.
According to HubSpot, an activity can have a maximum of 100 comments.
In the Microsoft Conversation Intelligence app, the process for documenting feedback is similarly structured around the transcript. According to Microsoft, a manager can review the transcript and leave a comment, such as suggesting how the seller might handle a similar situation in the future. This comment is not just a static note; it is an interactive element within the call summary page. The system also provides a visual cue for these interactions. According to Microsoft, a comment icon is added to the corresponding time in the timeline. This icon allows you to quickly identify which moments in the call have received managerial input without reading the full text of every note.
The feedback loop in Microsoft is two-way. According to Microsoft, you can reply to comments, or add your own. When a seller responds to a manager's comment, that reply is also recorded in the system. For your logging purposes, the reply provides a clear trail of the coaching exchange. You can see the initial feedback you provided and the seller's response.
Finding calls that have not been coached in Outreach
To identify which conversations lack coaching records, navigate to Kaia within the platform. You can apply the ‘Coach card by’ or ‘Coach card for’ filters to isolate conversations that have not received feedback, or to locate feedback associated with specific individuals, according to Outreach. Scanning your team’s activity with this filtering capability helps spot gaps where no coach card has been attached to a given interaction. By using these specific filters, you can distinguish between calls that have been reviewed and those that have been overlooked, providing a clear view of your coaching coverage.
Once you have identified a gap and created the necessary feedback, the system handles the notification process. After you save the coach card, share with the recipient that coaching has occurred; the recipient will then receive an email notification containing a link to the saved feedback, according to Outreach. This automated email ensures the rep is aware that feedback exists and can access the specific details you provided. The link in the email directs them straight to the feedback record, allowing them to review your comments without searching through their inbox or the platform’s interface. Read Coaching follow-up tasks with 5 evidence checks when you follow the saved feedback.
Filled reference table of feedback records by publisher
| Publisher | How feedback is recorded | Key rule or feature |
|---|---|---|
| Gong | Formal requests and feedback given | Every formal request is a feedback request according to Gong. |
| HubSpot | Timestamped comments on recordings | To send a notification to another team member or add a timestamped comment, do one of the following according to HubSpot. |
| Microsoft | Manager comments on transcripts | As a manager, you can review the transcript and leave a comment—for example, suggesting how the seller might handle a similar situation in the future according to Microsoft. |
| Outreach | Coach card filters in Kaia | Go to Kaia and use the ‘Coach card by’ or ‘Coach card for’ filters to find conversations that haven’t received feedback or received feedback by or for certain individuals according to Outreach. |
Illustrative example of four talks in one day
A manager speaks with four reps after calls on one day. Two of those talks happen out loud, and two are written on the call. The manager marks the two spoken talks as reviewed the same day so those talks count in the coaching record. On one written call, the manager adds four comments inside a 30 minute stretch, and the email notice comes once. That call still counts as one call with feedback. Later the manager checks a filter for talks with no feedback and finds six calls with none. The manager writes feedback on two of those six before the day ends. The figures in this picture are round and illustrative.
Action step: Open your Gong dashboard and mark any recent offline feedback as "feedback given" to ensure it is included in your coaching statistics.
The feedback FAQ
What does Gong count as feedback?
Every formal request is a feedback request, according to Gong. Marking a call as reviewed logs offline feedback into coaching stats, according to Gong.
How do I log feedback I gave out loud?
Mark a call as reviewed to log offline feedback in Gong, according to Gong. This makes the feedback part of your coaching stats. It is visible to you, your manager, and sales enablement, according to Gong.
Does a second comment on the same call count twice in Gong?
No, once any kind of feedback is given on a call, it is counted as a call with feedback, according to Gong. Although there are different ways of giving feedback, the call is counted once, according to Gong.
Can reps reply to a manager comment in Microsoft?
Yes, you can reply to comments, or add your own on the call summary page. A comment icon is also added to the corresponding time in the timeline, according to Microsoft.
How do I find calls with no feedback in Outreach?
Go to Kaia and use the ‘Coach card by’ or ‘Coach card for’ filters to find conversations that haven’t received feedback, according to Outreach. You can also find feedback received by or for certain individuals using these filters, according to Outreach.