Dynamics 365 Contact Center - Let representatives set next presence to handle routing of work items

We are announcing the ability to let customer service representatives set their next presence to handle routing of work items in Dynamics 365 Contact Center. This feature will reach general availability on October 30, 2026.

How does this affect me?
With this feature, customer service representatives can schedule a future presence status, such as Away, Do Not Disturb, or Offline, while they are still handling active customer conversations. When a customer service representative selects a new presence status, the system marks it as pending and stops assigning new conversations to them. After all active conversations and work items are completed, the system automatically updates the presence to the selected status. This setting allows customer service 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.