MWPRO IMPACT SCORE
OPERATIONAL IMPACT
30
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
Microsoft 365 AdminsIT ManagersService Owners
Why this score?
AI Confidence
HIGH
Enough detail is available to trust this assessment.
Assessment Reasoning
The change introduces new custom presence statuses in Dynamics 365 Customer Service and Contact Center to indicate after-conversation work. No mandatory configuration is required beyond ensuring wrap-up blocks capacity, so impact is moderate for admins who manage presence settings. Users see minimal change as it is mainly an internal status update for visibility rather than workflow disruption.
30
Admin Impact
20
User Impact
35
Urgency
30
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
New ‘After Conversation Work’ presence options in Dynamics 365 help supervisors see when reps are doing wrap-up tasks.
END USERS
Reps may see two new custom presence options during wrap-up work.
IT ADMINS
Check wrap-up settings block capacity if you want these statuses to work as expected.
ROLLOUT TIMELINE
Available:
Now
Now
📢 Official Microsoft Message Center Announcement
Dynamics 365 Customer Service and Contact Center – New “After Conversation Work” presence for representatives in wrap-up
Message ID: MC1429024
We are introducing the “After Conversation Work” status to the presence feature in Dynamics 365 Customer Service and Dynamics 365 Contact Center. This feature enhancement will be available starting July 15, 2026.
How does this affect me?
This feature enables supervisors to clearly distinguish representatives who are performing after-conversation (wrap-up) work from those who are otherwise Busy or in Do Not Disturb using two new custom presences available in the Copilot Service admin center. These new presences, located under Productivity > Custom presence > Manage > Active Presences, are:
- Busy – After Conversation Work – Indicates that the representative is in the Busy state and working on after-conversation (wrap-up) work.
- Do Not Disturb – After Conversation Work – Indicates that the representative is in the Do Not Disturb (DND) state and working on after-conversation (wrap-up) work.
No action is required to enable the new presences. For the “After Conversation Work” presence to take effect, ensure that “Wrap-up” is configured to block capacity for your service representatives. You can review the available custom presences in the Copilot Service admin center under Productivity > Custom presence > Manage.
Source: Microsoft Message Center • Analysed by MWPro
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