MC1483419 High
Dynamics 365 Contact Center - Let representatives set next presence to handle routing of work items
Summary AI-generated
Representatives can set next presence to indicate future availability in Dynamics 365 Contact Center, enabling smooth transitions after work completion.
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- MC1483432 Dynamics 365 Contact Center - Let representatives set next presence to handle routing of work items
- MC1429024 Dynamics 365 Customer Service and Contact Center - New "After Conversation Work" presence for representatives in wrap-up
- MC1484604 Dynamics 365 Contact Center - Use after conversation presence status for wrap-up activities
- MC1287358 Dynamics 365 Contact Center - Update representative presence on missed, rejected notification
- MC1465307 Dynamics 365 Contact Center - Teams Presence Sync
- MC1325374 Dynamics 365 Contact Center- Use representatives for commercial proactive engagement
Original post from Microsoft
We are announcing the ability to allow representatives to set next presence to indicate their future availability in Dynamics 365 Contact Center. This feature will reach general availability on October 30, 2026.
How does this affect me?
Next presence allows service representatives to queue their next availability status and stop receiving new assignments while the next presence status is pending. After all active conversations and work items are completed, the system automatically updates the representative's presence to the selected status. This setting allows representatives to transition smoothly to breaks or other availability states without interrupting customer engagements or requiring manual status changes.
What action do I need to take?
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Enable and update next presence.
How does this affect me?
Next presence allows service representatives to queue their next availability status and stop receiving new assignments while the next presence status is pending. After all active conversations and work items are completed, the system automatically updates the representative's presence to the selected status. This setting allows representatives to transition smoothly to breaks or other availability states without interrupting customer engagements or requiring manual status changes.
What action do I need to take?
This message is for awareness, and no action is required.
If you would like more information on this feature, please visit Enable and update next presence.