Dynamics 365 Contact Center: Supervisor experiences - Provide real-time coaching with Quality Assurance Agent
Why it matters: Breaking change — admin action may be required
From Microsoft's description: “With enhanced real-time guidance, you can move beyond monitoring and give your team the support they need to adjust on the spot, improve conversations, and maintain quality and compliance every time.</p> <p>Enabled fo…”
⏰ Act before June CY2026 · overdue
<p>The quality evaluation skill of the Quality Assurance Agent now includes real-time coaching, enabling organizations to shift from post-interaction monitoring to in-the-moment guidance during live conversations. Service representatives receive contextual coaching nudges during live conversations based on configured quality criteria and guardrails, allowing immediate course correction and improved interaction quality.</p> <p>Organizations can:</p> <ul> <li><strong>Define policy-driven coaching triggers</strong>: Configure which quality criteria (such as compliance, empathy, script adherence, or resolution steps) initiate real-time coaching.</li> <li><strong>Provide contextual, conversation-aware nudges</strong>: Deliver coaching suggestions based on the live conversation to ensure relevance.</li> <li><strong>Control coaching triggers</strong>: Specify when coaching is triggered, such as for missed behaviors, risk signals, or guideline violations.</li> <li><strong>Manage coaching frequency</strong>: Set frequency limits and suppression rules to prevent over-intervention.</li> <li><strong>Enforce boundaries for sensitive scenarios</strong>: Apply stricter or mandatory guidance for cases such as compliance requirements or escalations.</li> </ul> <p>Business Value:</p> <p>Shift your quality assurance approach from passive evaluation to real-time coaching that makes an immediate difference in customer interactions. With enhanced real-time guidance, you can move beyond monitoring and give your team the support they need to adjust on the spot, improve conversations, and maintain quality and compliance every time.</p> <p>Enabled for:</p> <p>Enabled for admins/makers/marketers automatically</p>
How this was classified (derived by the tracker — not Microsoft's label)
- breaking · 70% confidence · matched breaking-cue
Service representatives receive contextual coaching nudges during live conversations based on configured quality criteria and guardrails, allowing immediate course correction an…
Affected: Dynamics 365 Contact Center