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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 [and Momentum] users. You can manually evaluate calls or configure an agent for AI-powered evaluations. The feature is available to orgs using 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 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.
Admins can configure competencies that they’d like to detect in a call. A list of template competencies is available, and calls can be evaluated manually or with Agentforce.
