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 presence status, stopping new work assignments while finishing current tasks. This improves workflow but requires review for potential data handling implications during status transitions.

The Impact

Dynamics 365 users are affected, with a low security risk related to data handling during presence transitions.

• Customer service agents: Smoother workflow, but potential for data visibility during status changes.
• Security teams: Review data handling policies for agents transitioning presence states.
• Compliance officers: Assess if 'pending' status aligns with data access and handling requirements.

The Action

1. Review existing data handling policies for Dynamics 365 Contact Center agents.
2. Assess if the 'pending' presence status introduces any new data exposure risks during transitions.
3. Communicate best practices to agents regarding sensitive data handling during status changes.

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