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.
Score rationale: This is a standard informational feature release that requires no urgent administrative intervention.
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.
Message ID: MC1483419
Published: 30 Sept 2026
Expires: 30 Oct 2026
Last updated: 30 Sept 2026
Category: Stay informed
Service: Dynamics 365 Apps
Tag: New feature
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.