MWPRO IMPACT SCORE
OPERATIONAL IMPACT
29
0
25
50
75
100
MODERATE IMPACT • ASSESS BUSINESS IMPACT
Recommended Action:
Take a look and decide whether this affects your tenant, users or support teams.
Take a look and decide whether this affects your tenant, users or support teams.
What is MWPro Impact Score?
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Primary Audience
Tenant AdminsMicrosoft 365 AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
This introduces new system-driven presence states to improve visibility of after-call wrap-up activities. It is mainly informational, with no required action and limited configuration impact. Admins may review supervisor dashboards and presence configurations, but end-user disruption is minimal as the change enhances presence clarity without altering workflows.
30
Admin Impact
25
User Impact
30
Urgency
25
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Dynamics 365 Contact Center adds a new after-conversation presence state to show when agents are completing wrap-up work, improving visibility for supervisors.
END USERS
Agents will see new Busy or DND presence states automatically applied during wrap-up activities.
IT ADMINS
No immediate admin action required.
ROLLOUT TIMELINE
Upcoming:
October 2026
October 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Contact Center – Use after conversation presence status for wrap-up activities
Message ID: MC1484604
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.
Source: Microsoft Message Center • Analysed by MWPro
