Dynamics 365 Contact Center – Let representatives set next presence to handle routing of work items

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. Message ID: MC1483419

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