MC1287358 Medium
Dynamics 365 Contact Center - Update representative presence on missed, rejected notification
Summary AI-generated
Starting May 1, 2026, new Dynamics 365 Contact Center organizations in Copilot Service Admin Center will default agent status to DND after rejecting, or Inactive after missing, a notification.
Written by Azure OpenAI (gpt-4.1) from the text of the post below. It can be incomplete or wrong; the original post is authoritative.
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Original post from Microsoft
We are announcing an update to the ability in Copilot Service Admin Center (CSAC) to update admin settings for transitioning customer service representatives (CSR) presence on missing and rejecting a notification in Dynamics 365 Contact Center. This feature will reach general availability on May 1, 2026.
How does this affect me?
Previously, admins had to manually configure the behavior of CSR presence when they missed or rejected a notification. Starting May 1, 2026, customers configuring any new organization will have the following behaviors enabled, by default, in CSAC:
What action do I need to take?
This message is for awareness, and no action is required.
How does this affect me?
Previously, admins had to manually configure the behavior of CSR presence when they missed or rejected a notification. Starting May 1, 2026, customers configuring any new organization will have the following behaviors enabled, by default, in CSAC:
- Change Agent status to DND after a notification is rejected
- Change Agent status to Inactive after a missed notification
What action do I need to take?
This message is for awareness, and no action is required.