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.