MC1483432 High
Dynamics 365 Contact Center - Let representatives set next presence to handle routing of work items
Summary AI-generated
Customer service reps can now set their next presence status in Dynamics 365 Contact Center for smoother transitions. GA on October 30, 2026.
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 the ability to let customer service representatives set their next presence to handle routing of work items in Dynamics 365 Contact Center. This feature will reach general availability on October 30, 2026.
How does this affect me?
With this feature, customer service representatives can schedule a future presence status, such as Away, Do Not Disturb, or Offline, while they are still handling active customer conversations. When a customer service representative selects a new presence status, the system marks it as pending and stops assigning new conversations to them. After all active conversations and work items are completed, the system automatically updates the presence to the selected status. This setting allows customer service 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.
How does this affect me?
With this feature, customer service representatives can schedule a future presence status, such as Away, Do Not Disturb, or Offline, while they are still handling active customer conversations. When a customer service representative selects a new presence status, the system marks it as pending and stops assigning new conversations to them. After all active conversations and work items are completed, the system automatically updates the presence to the selected status. This setting allows customer service 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.