Winter '27 introduces Call Coaching for video calls, giving sales teams a structured way to evaluate and improve call performance.
Where
On the Coaching tab of video call records.
How
Define the competencies that matter to your team, up to eight active at once, and track rep performance against them with ratings and notes. With Agentforce for Sales, an AI coaching agent evaluates recorded calls automatically and provides feedback to reps; without it, calls can still be rated manually on a simple three-point scale.
Why
Coaching tends to be ad hoc and inconsistent across managers. A shared competency framework attached to the actual call record makes feedback specific and comparable, and the AI option scales evaluation beyond the calls a manager has time to review.