Dynamics 365 Contact Center: Supervisor experiences - Provide real-time coaching with Quality Assurance Agent

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.

Organizations can

Define policy-driven coaching triggers : Configure which quality criteria (such as compliance, empathy, script adherence, or resolution steps) initiate real-time coaching.

Provide contextual, conversation-aware nudges : Deliver coaching suggestions based on the live conversation to ensure relevance.

Control coaching triggers : Specify when coaching is triggered, such as for missed behaviors, risk signals, or guideline violations.

Manage coaching frequency : Set frequency limits and suppression rules to prevent over-intervention.

Enforce boundaries for sensitive scenarios : Apply stricter or mandatory guidance for cases such as compliance requirements or escalations.

Business Value

Shift your quality assurance approach from passive evaluation to real…