MC1483432 - Dynamics 365 Contact Center - Let representatives set next presence to handle routing of work items
Microsoft 365 Message Center announcement MC1483432.
MS Message Center's Summary
Microsoft is introducing a new presence management capability for Dynamics 365 Contact Center arriving in late October 2026. This allows customer service representatives to queue a future status change while finishing active calls, preventing new work items from arriving and ensuring a smooth transition to breaks. Administrators should review internal training materials to inform agents about this upcoming workflow enhancement.
- Administrator impact
- No direct administrator action is required.
- End user impact
- Customer service representatives gain the ability to schedule future presence states so they can finish current tasks without receiving new work items.
- Importance
- 2/10: This is an informational feature update that improves agent workflows without causing administrative disruption or requiring manual configuration.
- Message Center ID
- MC1483432
- 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 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.