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-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.
Enabled for:
Enabled for admins/makers/marketers automatically
GA date: June CY2026