Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.
Where: This change applies to High Velocity Sales in Lightning Experience. High Velocity Sales is available as an add-on in Enterprise, Performance, and Unlimited editions.
Who: This feature is available to sales managers with the Call Coaching User permission set.
Why: Einstein Call Coaching is a new feature available for sales managers that offers the ability to see insights and trends surfaced from sales calls. Calls are recorded and analyzed for mentions of specific keywords and phrases.
From voice call records, managers can play call recordings and see call details, including the talk-to-listen ratio. The different colors show the participants on the call. Jump to different mentions in the call from the player (1). Click different mentions (2) to highlight and jump to specific areas of the call.
Sales managers can also add feedback (3) to help us surface the most relevant calls in the daily highlights email. This feedback goes to our system, not the sales rep on the call.
Managers can also see reports and dashboards about different insights.
From the Overview page, managers can filter by sales rep and call date (1), and review reports of top mentions based on role hierarchy (2).
The Overview page also features links to recordings in the Recent Calls table (3). These recordings are the calls most recently made by your team.
Managers can see more details on the Mentions page.
Filter by the type of mention and see relevant reports (1). This page also features a list of Relevant Calls (2) based on your filter criteria.
Call Coaching users also receive daily emails with a list of highlighted calls if there were at least 3 calls with insights in the previous day.
How: Salesforce admins can enable Call Coaching from Setup. For more details, see the Salesforce Help.