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.
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.
This is in the weekly digest for week 40 · What changed this week? →
