Dynamics 365 Customer Service and Contact Center - New "After Conversation Work" presence for representatives in wrap-up

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.

What action do I need to take?
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.