---
schema_version: "1"
id: 5a28aab49458202a3f0f6ca1f7c2376c3c8067d41f712bbb93cfa94a709b2070
title: Score Video Calls with 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_score.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.ci_call_coaching_score.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f1c0f200e58d9daf5974b4de120fc96400336bd9c7ec5f0cb904396efbbe48dc
description: Create call competencies from the Call Coaching page in Salesforce Go. For best results, follow the steps listed in the modals before activation.
products:
  - Sales Cloud
  - Cross Cloud
  - Service Cloud Voice
release: "264"
---
# 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.

### Required Editions

Prior to scoring video calls with Call Coaching, the following features must be enabled:

- Call Competencies: This can be configured in Setup, from the Coaching Competencies page.
- Einstein Conversation Insights: This can be enabled in Setup, from the General Settings page under Einstein Conversation Insights.
- Einstein Generative AI: This can be enabled in Setup, from the Einstein Generative AI Setup page.

| Available in: Lightning Experience |
| --- |
| Available in **Enterprise**, **Performance**, **Unlimited**, and **Agentforce 1 Sales** Editions with Einstein Conversation Insights. |

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d118967e95">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d118967e95 ">To enable Einstein Conversation Insights:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d118967e95 ">Customize Application, View Setup, Modify All Data</td>

          </tr>
        </tbody>
      </table>

Configure Coaching Competencies

Make sure the Call Coaching feature is on and Call Competencies are configured prior to using them.

![Coaching Competencies page in Setup](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_on.png)

Score Video Calls with an AI Agent

If you have Agentforce for Sales and Call Coaching enabled, video calls are automatically evaluated by an AI agent.

Create Scores Manually from Video Call Record Pages

1. Navigate to a video call record page.
2. Select score and add your feedback.
3. Repeat scoring for all competencies.
4. Click **Submit**.