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new featureCall Coaching
Use Call Coaching on Video Calls to Drive Seller Success
Call Coaching now works across video calls for Einstein Conversation Insights users, letting you define up to 8 competencies and either use a coaching agent for AI-powered evaluations or rate calls manually on a 3-point scale if you don't have Agentforce for Sales. Enable it from the Agentforce for Sales page and manage competencies on the Coaching Competencies page.
identifiers
Call CoachingEinstein Conversation InsightsCoaching Competencies
flags
off by defaultno action required
- how
- From Salesforce Go > Agentforce for Sales > Features, enable Call Coaching, then set up competencies.
- who
- Users with Einstein Conversation Insights access.
- when
- where
- Enterprise, Performance, Unlimited, and Agentforce 1 Sales editions; requires Einstein Conversation Insights.