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

🚨 The Signal: Dynamics 365 Contact Center agents can pre-set their next availability status. This allows for smoother transitions between work states, potentially reducing human error in status management and ensuring work items are routed efficiently without interruption.

The Impact

Dynamics 365 Contact Center agents gain a new feature, posing no direct security risk.

• Contact Center Agents: Smoother transitions between work states, reducing manual status updates.
• Supervisors: Improved accuracy in agent availability reporting, aiding workload management.

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