MC1483419 - Dynamics 365 Contact Center - Let representatives set next presence to handle routing of work items
Microsoft 365 Message Center announcement MC1483419.
MS Message Center's Summary
Microsoft is introducing a next presence feature for Dynamics 365 Contact Center allowing service representatives to queue their future availability status. Scheduled for general availability on October 30, 2026, this capability stops new work assignments while pending and automatically updates the status once active conversations finish. Administrators should review internal training materials to prepare support teams for smoother break transitions and refined workload management.
- Administrator impact
- No direct administrator action is required.
- End user impact
- Representatives can queue their upcoming availability status so they stop receiving new work items before starting a break.
- Importance
- 2/10: This is a standard informational feature release that requires no urgent administrative intervention.
- Message Center ID
- MC1483419
- Category
- stay Informed
- Severity
- normal
- Services
- Dynamics 365 Apps
- Tags
- New feature
- Published
- 2026-09-30
- Last updated
- 2026-09-30
- Expires
- 2026-10-30
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 .