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
| Available in: Lightning Experience |
| Available with Sales, Service, or Salesforce Platform for an additional cost in: Enterprise, Performance, and Unlimited Editions |
Getting Started with ECI Measures
Before you can create measures for ECI objects and fields, a Salesforce admin sets up ECI for Enablement. 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.
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.
| User Behavior to Track | ECI Object to Select |
|---|---|
| Voice calls recorded with ECI. | Unified Voice Call, which stores:
|
| Video calls recorded with ECI. | Unified Video Call, which stores:
|
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.
| Original ECI Object | Related ECI Object to Add | Field Filter on Related Object |
|---|---|---|
| Unified Voice Call | Unified Voice Call Participant, which stores call participants’:
|
|
| Unified Video Call | Unified Video Call Participant, which stores call participants’:
|
|
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.
