MC1338796 High
Dynamics 365 Contact Center - Real time coaching with Quality Assurance Agent
Summary AI-generated
Dynamics 365 Contact Center adds real-time coaching with Quality Assurance Agent, offering in-the-moment guidance, unified setup, and multilingual support, available June 30, 2026.
Written by Azure OpenAI (gpt-4.1) from the text of the post below. It can be incomplete or wrong; the original post is authoritative.
Similar posts
Search for more like this- MC1443092 Dynamics 365 Contact Center - Start quality and coaching in one click with out-of-box criteria
- MC1214103 Dynamics 365 Contact Center - Monitor real-time conversations with Quality Evaluation Agent
- MC1391926 Dynamics 365 Contact Center - Boost contact center efficiency with real-time streaming analytics
- MC1331688 Dynamics 365 Customer Service - Improve customer outcomes with Service Agent in Microsoft 365 Copilot
- MC1290981 Dynamics 365 Contact Center - Use Service Operations Agent to simplify setup tasks
- MC1443023 Dynamics 365 Contact Center - Language support for quality and coaching evaluations, insights, and nudges
Original post from Microsoft
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.
This message is for awareness, and no action is required.
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.
This message is for awareness, and no action is required.