---
schema_version: "1"
id: 160ade178e00903da64151008bd72667210a8d1453c9243a71e112d46957bebb
title: Guidelines for Creating Einstein Conversation Insights Measures for Conversation-Based Goals
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/enablement_measures_eci_guidelines.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.enablement_measures_eci_guidelines.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8fac75be0ed52eaa8ab05933434b92ceb915c65dad9acbd61637149b95bec131
description: To add conversation-based goals to your Enablement programs using voice and video calls recorded with Einstein Conversation Insights (ECI), create a measure that uses ECI objects. Learn guidelines for building successful ECI measures, such as which parameters are required. Also, get ideas for incorporating ECI Call Insights into your programs, such as counting key phrases that call owners mention during their customer calls.
products:
  - Sales Cloud
  - Sales Enablement
release: "264"
---
# Guidelines for Creating Einstein Conversation Insights Measures for Conversation-Based Goals

To add conversation-based goals to your Enablement programs using voice and video calls recorded with Einstein Conversation Insights (ECI), create a measure that uses ECI objects. Learn guidelines for building successful ECI measures, such as which parameters are required. Also, get ideas for incorporating ECI Call Insights into your programs, such as counting key phrases that call owners mention during their customer calls.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available with Sales, Service, or Salesforce Platform for an additional cost in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions</td></tr></tbody></table>

## Getting Started with ECI Measures

Before you can create measures for ECI objects and fields, a Salesforce admin [sets up ECI for Enablement](https://help.salesforce.com/s/articleView?id=sales.enablement_setup_eci.htm&release=264.0.0&type=5 "In full Enablement programs, you can add conversation-based outcomes and milestones. To get started, set up Einstein Conversation Insights (ECI) for use with Enablement. The full Enablement add-on license includes ECI. If your Enablement team wants to influence users to say key phrases during their calls, set up and define custom ECI Call Insights. Setting up ECI is also a prerequisite for using Einstein Coach in Enablement programs to generate feedback for reps’ sales pitches."). If you plan to set Enablement program goals that encourage users to mention key words or phrases during their customer calls, Salesforce admins also [sets up ECI Call Insights](https://help.salesforce.com/s/articleView?id=sales.call_coaching_setup_insights.htm&language=en_US).

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-enablement-264-0-0-production-enus/4a7278f8-cbf0-413e-95e6-6a1aa646877b/images/icon_important.png)

Important ECI isn’t supported in Developer Edition, isn’t supported in Partner Enablement programs in Experience Cloud sites, and isn’t included with Enablement Lite. However, if you’re trying Enablement Lite and your company already uses ECI, you can still use ECI measures with Enablement Lite programs.

## Choosing the Right ECI Object for Your Measure

Base your measure on one of these available ECI objects. Consider the user behavior that you want to track in the outcomes and milestones where you plan to add the measure.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19032e98">User Behavior to Track</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19032e101">ECI Object to Select</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Behavior to Track" class="slds-cell-wrap" style="vertical-align:top;" headers="d19032e98 ">Voice calls recorded with ECI. </td>

            <td data-label="ECI Object to Select" class="slds-cell-wrap" style="vertical-align:top;" headers="d19032e101 ">
              <p>Unified Voice Call, which stores:</p>
              <ul>
                <li>Voice call-related activity insights</li>
                <li>Date and time of the call</li>
                <li>Call duration</li>
              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Behavior to Track" class="slds-cell-wrap" style="vertical-align:top;" headers="d19032e98 ">Video calls recorded with ECI.</td>

            <td data-label="ECI Object to Select" class="slds-cell-wrap" style="vertical-align:top;" headers="d19032e101 ">
              <p>Unified Video Call, which stores: </p>
              <ul>
                <li>Video call-related activity insights</li>
                <li>Date and time of the call</li>
                <li>Call duration</li>
              </ul>
            </td>

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

## Setting Who, When, and How to Measure Conversation-Based Goals

When you’re creating an ECI measure, some of the parameters you specify in the Who, When, and How step have flexible options. For others, select specific parameters.

- Display Field: Select a field that helps you differentiate qualifying records when you’re previewing the measure. For example, select **Unified Voice Call ID** or **Unified Video Call ID** to show the record ID for each qualifying call. Or you can select **Activity Type**, which shows you whether the record is a voice or video call.
- User Field: Select **Voice Call (Voice Call ID).Owner ID**, which gives credit to the user who owns the voice or video call. ECI measures require you to add a related object and a specific field filter to appropriately attribute credit to the person taking the Enablement program.
- Date Field: Select **Activity Date and Time**, which gives credit to the user when the voice or video call occurred.
- Calculation Method: Select how to calculate user progress toward the goal you set in a program using the object that you’re measuring.
    - To tally the number of qualifying records, select **Count**.
    - To total a specific field across qualifying records, select **Sum**.
    - To total a specific field across qualifying records and then calculate the average, select **Average**. If you select **Sum** or **Average**, also set the Field for Calculation to select the field you want to total across records.

## Adding Required Related Objects and Field Filters to ECI Objects

All ECI measures require you to add a related object and a filter on that related object to properly credit the person taking the program as the ECI call owner. Add one of these related objects based on the original ECI object you selected for your measure.

You can add related objects from the Field Filters tab when you’re creating a measure.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:20%">
          <col style="width:40%">
          <col style="width:40%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19032e234">Original ECI Object</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19032e237">Related ECI Object to Add</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d19032e240">Field Filter on Related Object</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Original ECI Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d19032e234 ">Unified Voice Call</td>

            <td data-label="Related ECI Object to Add" class="slds-cell-wrap" style="vertical-align:top;" headers="d19032e237 ">
              <p>Unified Voice Call Participant, which stores call participants’:</p>
              <ul>
                <li>Roles on the call</li>
                <li>Email addresses</li>
                <li>Phone numbers</li>
              </ul>
            </td>

            <td data-label="Field Filter on Related Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d19032e240 ">
              <ul>
                <li>Field Name: Person ID</li>

                <li>Operator: Equals</li>

                <li>Field Value: User whose work is measured</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Original ECI Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d19032e234 ">Unified Video Call</td>

            <td data-label="Related ECI Object to Add" class="slds-cell-wrap" style="vertical-align:top;" headers="d19032e237 ">
              <p>Unified Video Call Participant, which stores call participants’:</p>
              <ul>
                <li>Roles on the call</li>
                <li>Email addresses</li>
                <li>Phone numbers</li>
              </ul>
            </td>

            <td data-label="Field Filter on Related Object" class="slds-cell-wrap" style="vertical-align:top;" headers="d19032e240 ">
              <ul>
                <li>Field Name: Person ID</li>

                <li>Operator: Equals</li>

                <li>Field Value: User whose work is measured</li>

              </ul>
            </td>

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

## Adding Related Objects and Field Filters for ECI Call Insights and Keywords

For measures that use ECI Call Insights, first identify the keywords that you want to add as ECI call insights. But when you create the measure, set the number of mentions by insight, not by keyword. ECI call insights can have multiple keywords, so work with your Salesforce admin to plan the insights you want to track. For example, if you want a user to mention one keyword 3 times and another keyword 5 times, add those keywords as two separate ECI call insights. That way, you can set the required number of mentions for each insight separately.

Add the ECI related object Unified Activity Insights to your measure. Add this filter logic and these filters to the Unified Activity Insights related object.

- Filter Logic: All conditions are met (AND)
- Field Filter 1:
    - Field Name: Insight Type
    - Operator: Equals
    - Field Value: Add the name of the ECI call insight that includes the keywords that you want to track.
- Field Filter 2:
    - Field Name: Aggregated Keyword Occurrence
    - Operator: Greater or Equal
    - Field Value: Add the number of times you want the user to say keywords from this insight during a call. This number represents the total mentions of all keywords included on the Insight Type you selected in Field Filter 1. For example, say you selected an Insight Type that includes the keywords Product A and Product B, and you set the Aggregated Keyword Occurrence filter to 4. The user can meet the requirement when they say each keyword twice, but they can also meet the requirement when they say “Product A” 4 times.

## Previewing ECI Measures

You can track measures built on ECI objects only up to 180 days in the past. When previewing ECI measures, select a start date that occurs within the last 180 days. Records that qualify for the measure more than 180 days ago don’t show up during the preview.

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-enablement-264-0-0-production-enus/4a7278f8-cbf0-413e-95e6-6a1aa646877b/images/icon_important.png)

Important Starting in Summer ’25, Einstein Activity Capture (EAC) Activity 360 Reporting and Activity Metrics aren’t available in Einstein Conversation Insights (ECI) unless previously set up. If you’re already using data from Activity 360 Reporting and Activity Metrics in ECI, such as Unified Activity Insights and any related reports, you can continue to do so until Summer ’26 when these EAC reporting tools are scheduled for retirement. See [Einstein Activity Capture Activity 360 Reporting, Activity Metrics, Activities Dashboard Upcoming Retirement (Summer ’26)](https://help.salesforce.com/s/articleView?id=004633781&type=1&language=en_US).

#### See Also

- [Considerations for Creating and Editing Measures](https://help.salesforce.com/s/articleView?id=sales.enablement_measures_considerations.htm&release=264.0.0&type=5 "Work with your business operations expert and other Enablement team members to carefully identify the objects and fields you want to use for tracking job-related activity. Before you start creating or editing measures, review how you can safely modify prebuilt measures or measures that are already used in published programs. See how you can preview measures, handle invalid measures, and create more elaborate measures using related and custom objects.")
- [Enablement Measures Examples](https://help.salesforce.com/s/articleView?id=sales.enablement_measures_examples.htm&release=264.0.0&type=5 "Find inspiration for creating Enablement measures that track job-related activity for your Enablement program outcomes and milestones. For some examples, a Salesforce admin must set up other features or create custom objects, fields, or picklists. Some examples offer There can be multiple ways to track the same behavior or goal, so you can consider multiple options. To further refine the specific activity that a measure tracks, combine field filters from multiple examples")