MC1429024 Low
Dynamics 365 Customer Service and Contact Center - New "After Conversation Work" presence for representatives in wrap-up
Summary AI-generated
A new "After Conversation Work" status is added to Dynamics 365 Customer Service/Contact Center presence, letting supervisors track wrap-up work; available July 15, 2026.
Suggested actions AI-generated
- Ensure 'Wrap-up' is configured to block capacity for representatives
- Review new custom presences in Copilot Service admin center
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.
Similar posts
Search for more like this- MC1421828 Dynamics 365 Customer Service - WEM in M365 Copilot for CSRs and Supervisors
- MC1287358 Dynamics 365 Contact Center - Update representative presence on missed, rejected notification
- MC1465307 Dynamics 365 Contact Center - Teams Presence Sync
- MC1454032 Dynamics 365 Customer Service - Monitor intraday performance against forecast
- MC1323827 Dynamics 365 Contact Center - Automatically handle waiting conversations when queues close or become unstaffed
- MC1443215 Dynamics 365 Contact Center - Pick based work assignment at queue level
Original post from Microsoft
We are introducing the "After Conversation Work" status to the presence feature in Dynamics 365 Customer Service and Dynamics 365 Contact Center. This feature enhancement will be available starting July 15, 2026.
How does this affect me?
This feature enables supervisors to clearly distinguish representatives who are performing after-conversation (wrap-up) work from those who are otherwise Busy or in Do Not Disturb using two new custom presences available in the Copilot Service admin center. These new presences, located under Productivity > Custom presence > Manage > Active Presences, are:
No action is required to enable the new presences. For the "After Conversation Work" presence to take effect, ensure that "Wrap-up" is configured to block capacity for your service representatives. You can review the available custom presences in the Copilot Service admin center under Productivity > Custom presence > Manage.
How does this affect me?
This feature enables supervisors to clearly distinguish representatives who are performing after-conversation (wrap-up) work from those who are otherwise Busy or in Do Not Disturb using two new custom presences available in the Copilot Service admin center. These new presences, located under Productivity > Custom presence > Manage > Active Presences, are:
- Busy - After Conversation Work - Indicates that the representative is in the Busy state and working on after-conversation (wrap-up) work.
- Do Not Disturb - After Conversation Work - Indicates that the representative is in the Do Not Disturb (DND) state and working on after-conversation (wrap-up) work.
No action is required to enable the new presences. For the "After Conversation Work" presence to take effect, ensure that "Wrap-up" is configured to block capacity for your service representatives. You can review the available custom presences in the Copilot Service admin center under Productivity > Custom presence > Manage.