MC1338796 — Dynamics 365 Contact Center - Real time coaching with Quality Assurance Agent

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 context...