{"id":16689,"date":"2026-06-04T08:02:54","date_gmt":"2026-06-03T23:02:54","guid":{"rendered":"https:\/\/m365jp.net\/?p=16689"},"modified":"2026-06-04T08:04:12","modified_gmt":"2026-06-03T23:04:12","slug":"mc1338796-dynamics-365-contact-center-real-time-coaching-with-quality-assurance-agent","status":"publish","type":"post","link":"https:\/\/m365jp.net\/index.php\/2026-06-04-mc1338796-dynamics-365-contact-center-real-time-coaching-with-quality-assurance-agent","title":{"rendered":"MC1338796 | Dynamics 365 Contact Center – Real time coaching with Quality Assurance Agent"},"content":{"rendered":"
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MC1338796 | Dynamics 365 Contact Center – Real time coaching with Quality Assurance Agent<\/th>\n<\/tr>\n<\/tbody>\n<\/table>\n
\n\n\n\n\n\n\n\n\n
Classification<\/th>\nstayInformed<\/td>\n<\/tr>\n
Last Updated<\/th>\n06\/03\/2026 22:12:00<\/td>\n<\/tr>\n
Start Time<\/th>\n06\/03\/2026 21:39:31<\/td>\n<\/tr>\n
End Time<\/th>\n07\/03\/2026 21:39:31<\/td>\n<\/tr>\n
Message Content<\/th>\nWe 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.<\/p>\n

How does this affect me?<\/b>
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.<\/p>\n

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  • Real-time coaching embedded in quality evaluation<\/b>: Service representatives receive contextual coaching nudges during live conversations based on configured quality criteria and guardrails, enabling immediate course correction and improved interaction quality.<\/li>\n
  • Simplified and unified setup experience<\/b>: 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.<\/li>\n
  • End-to-end visibility for supervisors:<\/b> Supervisors can monitor quality scores, coaching signals, and trends across live and completed conversations to enable proactive, data-driven performance management.<\/li>\n
  • Multilingual support for global operations:<\/b> Quality evaluation and coaching support multiple languages, allowing organizations to deliver consistent quality standards and real-time guidance across diverse customer interactions.<\/li>\n<\/ul>\n

    What action do I need to take?<\/b>
    This message is for awareness, and no action is required.<\/td>\n<\/tr>\n

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    MC1338796 | Dynamics 365 Contact Center – Real time coaching with Quality Assurance Agent Classification […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-16689","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/16689","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/comments?post=16689"}],"version-history":[{"count":0,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/posts\/16689\/revisions"}],"wp:attachment":[{"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/media?parent=16689"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/categories?post=16689"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/m365jp.net\/index.php\/wp-json\/wp\/v2\/tags?post=16689"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}