---
schema_version: "1"
id: 8eda5185fe130cd075f1dd42e8e97d93042d4b7df82e5796e0d762c87c8e7c06
title: Call Coaching
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/ci_call_coaching.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.ci_call_coaching.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 632b911c7b654e6059f465a14eb4e5047aca09c1a02a7e7ccd4a794b575b0fb1
description: 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.
products:
  - Sales Cloud
  - Cross Cloud
  - Service Cloud Voice
release: "264"
---
# Call Coaching

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 |
| --- |
| 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.

![Call Coaching tab on video record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-sales_productivity-264-0-0-production-enus/b2f6c36a-fa61-4a3c-9752-032ce1818a69/sales_productivity/images/call_coaching/ci_call_coaching_tab.png)

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](https://help.salesforce.com/s/articleView?id=sales.ci_call_coaching_considerations.htm&release=264.0.0&type=5)**  
    To use Call Coaching, consider supported functionality, usage, limitations and allowances, limits, and other issues.
- **[Set Up Call Coaching](https://help.salesforce.com/s/articleView?id=sales.ci_call_coaching_setup.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=sales.ci_call_coaching_score.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=sales.ci_call_coaching_layout.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=sales.ci_call_coaching_headless_agent.htm&release=264.0.0&type=5)**  
    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.