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

🚨 The Signal: New 'After Conversation Work' presence statuses in Dynamics 365 Customer Service will distinguish wrap-up time. This enhances operational visibility but has no direct security impact, as it's a presence management feature.

The Impact

Dynamics 365 Customer Service supervisors gain better visibility into agent status, posing no security risk.

• Dynamics 365 Supervisors: Improved visibility into agent wrap-up time.
• Dynamics 365 Agents: No change to workflow or security posture.
• Security Teams: No direct security risk or control impact.

The Action

1. Review custom presence settings in Copilot Service admin center under Productivity > Custom presence > Manage.
2. Ensure 'Wrap-up' is configured to block capacity for service representatives if desired.

Domain: M365-Apps · Impact: low · Workload: M365 Apps