MWPRO IMPACT SCORE
OPERATIONAL IMPACT
34
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 is a new Dynamics 365 Contact Center feature offering configurable agent presence management ahead of general availability. The change mainly affects workflow and scheduling within contact centres but requires no immediate admin action. Administrators may review settings and update training materials, while users will notice smoother status transitions during work routing.
30
Admin Impact
45
User Impact
35
Urgency
25
Effort
WHAT YOU NEED TO KNOW
AT A GLANCE
Dynamics 365 Contact Center will soon let representatives set their next presence. It helps manage future availability and stop new assignments smoothly.
END USERS
Representatives will be able to set a next presence status for smoother transitions between activities.
IT ADMINS
No immediate admin action required.
ROLLOUT TIMELINE
Upcoming:
October 2026
October 2026
📢 Official Microsoft Message Center Announcement
Dynamics 365 Contact Center – Let representatives set next presence to handle routing of work items
Message ID: MC1483419
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.
Source: Microsoft Message Center • Analysed by MWPro
