Use Call Coaching to define and track key competencies across your sales teams. The feature works across video calls for Einstein Conversation Insights users. You can configure an agent for AI-powered evaluations or manually evaluate calls. The feature is available to orgs that use generative AI features.
| Available in: Lightning Experience |
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| Available in Enterprise, Performance, Unlimited, and Agentforce 1 Sales Editions with Einstein Conversation Insights. |
Einstein Conversation Insights (ECI) processes calls for anyone with an ECI license. All calls can have generative features applied when this feature is on.
Call Coaching
The Coaching tab is accessible from video call records.
A standard Coaching tab includes the list of competencies and their ratings. Users can see the rating along with any review notes left by the evaluator. If a competency isn't detected in a call, then it won't be evaluated.
Admins can configure competencies that they want to detect in a call. A list of template competencies is available, and calls are evaluated with an AI agent with Agentforce for Sales. For orgs that don’t use Agentforce for Sales, you can still evaluate competencies manually.
- Considerations for Call Coaching
To use Call Coaching, consider supported functionality, usage, limitations and allowances, limits, and other issues. - Set Up Call Coaching
Create call competencies from the Call Coaching page in Salesforce Go. For best results, follow the steps listed in the windows before activation. - Score Video Calls with Call Coaching
Create call competencies from the Call Coaching page in Salesforce Go. For best results, follow the steps listed in the modals before activation. - Add the Call Coaching Component to Video Calls
If you have Call Coaching enabled, use the Lightning App Builder to add the Coaching tab to video call records if they’re not added by default. - Call Coaching Setup with AI Tools
Set up and configure the Call Coaching feature for your sales org conversationally. With Call Coaching, your sales teams can track key competencies to standardize coaching. After you’ve set everything up, AI call coaching does all the scoring for your video call recordings. Instead of configuring measures manually, admins can enable Call Coaching and create coaching competencies conversationally to ensure they are thorough and meet best practices.