Microsoft has introduced a new capability in Dynamics 365 Contact Center that allows developers to subscribe to presence status changes. This update provides real-time notifications when an agent's availability changes, enabling smoother coordination across systems.

Here’s what you need to know:

Access and update presence status: Programmatically manage service representatives' availability across systems.
Avoid overbooking: Ensure agents aren’t assigned multiple tasks at once by keeping presence data in sync.
Cross-platform synchronization: Maintain consistent status updates across all connected platforms.
How it works: Retrieve or update a representative’s presence status with simple API calls.
Subscribe to presence changes: Get real-time updates when an agent’s status changes.