Dynamics 365 Contact Center – Real time coaching with Quality Assurance Agent [MC1338796]

Message ID: MC1338796
We are announcing the ability to deliver real-time coaching with Quality Assurance Agent in Dynamics 365 Contact Center. This feature will reach general availability on June 30, 2026.

How does this affect me?
The quality evaluation skill of the Quality Assurance Agent is now enhanced with real-time coaching, enabling organizations to move from monitoring to in-the-moment guidance within live conversations.

• Real-time coaching embedded in quality evaluation: Service representatives receive contextual coaching nudges during live conversations based on configured quality criteria and guardrails, enabling immediate course correction and improved interaction quality.
• Simplified and unified setup experience: Real-time quality evaluation is now consolidated within the Quality Assurance Agent. Administrators can configure Quality and Coaching through a streamlined experience in the Copilot Service admin center, using out-of-the-box criteria and one-click enablement.
• End-to-end visibility for supervisors: Supervisors can monitor quality scores, coaching signals, and trends across live and completed conversations to enable proactive, data-driven performance management.
• Multilingual support for global operations: Quality evaluation and coaching support multiple languages, allowing organizations to deliver consistent quality standards and real-time guidance across diverse customer interactions.

What action do I need to take?
This message is for awareness, and no action is required.

Source: Microsoft

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