Dynamics 365 Contact Center - Update representative presence on missed, rejected notification

We are announcing an update to the ability in Copilot Service Admin Center (CSAC) to update admin settings for transitioning customer service representatives (CSR) presence on missing and rejecting a notification in Dynamics 365 Contact Center. This feature will reach general availability on May 1, 2026.

How does this affect me?
Previously, admins had to manually configure the behavior of CSR presence when they missed or rejected a notification. Starting May 1, 2026, customers configuring any new organization will have the following behaviors enabled, by default, in CSAC:

• Change Agent status to DND after a notification is rejected
• Change Agent status to Inactive after a missed notification

Please note that this update will not impact existing organizations.

What action do I need to take?
This message is for awareness, and no action is required.