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.
Score rationale: This is an informational feature update that improves agent workflows without causing administrative disruption or requiring manual configuration.
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.
Message ID: MC1483432
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?
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.