Dynamics 365 Contact Center – Use after conversation presence status for wrap-up activities

We are announcing the ability to use after conversation presence status for wrap-up activities in Dynamics 365 Contact Center. This feature will reach general availability on October 30, 2026. How does this affect me? This feature disambiguates the Busy/DND presence state of a representative by letting the supervisor clearly distinguish agents performing after-conversation wrap-up work from representatives who are generally Busy or in DND, reducing operational ambiguity. After conversation work presence (ACW) introduces dedicated, system-driven presence states like Busy – After Conversation Work or DND – After Conversation Work, to indicate the post-conversation wrapping-up state of the customer service representatives. These states are automatically applied to a representative by the system when they are wrapping up the conversation, depending on how the administrator has configured the wrap-up experience in the admin center. The presence status is set by the system and is visually distinct from other manually set or system evaluated Busy/DND presence states. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1484604

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