Genesys Cloud - Main

Hi team,
I have an agent, Whenever he logs out of his shift his status will remain available all time on the agent status analytics even if he shutdown his PC. the status will remain available, considering the fact he doesn't use any other PC.
what could be the reason? and how to fix it?

Thank you

Hi Mahmoud,

I believe this can happen if they just hit the X to close Genesys or shutdown the computer rather than logging out as it isn't then sending the command to end the session.

Hi team,
I have an agent, Whenever he logs out of his shift his status will remain available all time on the agent status analytics even if he shutdown his PC. the status will remain available, considering the fact he doesn't use any other PC.
what could be the reason? and how to fix it?

Thank you

Thank you Sam for your reply, we tried all of these options but the agent still remains available, however if the agent goes meeting or on-queue the new status reflects,
but when agent logout gracefully and shutdown the PC his status will remain available.
any other thoughts team!!

Hi Mahmoud,

I believe this can happen if they just hit the X to close Genesys or shutdown the computer rather than logging out as it isn't then sending the command to end the session.

Hi team,
I have an agent, Whenever he logs out of his shift his status will remain available all time on the agent status analytics even if he shutdown his PC. the status will remain available, considering the fact he doesn't use any other PC.
what could be the reason? and how to fix it?

Thank you

Hi team,
I have an agent, Whenever he logs out of his shift his status will remain available all time on the agent status analytics even if he shutdown his PC. the status will remain available, considering the fact he doesn't use any other PC.
what could be the reason? and how to fix it?

Thank you

We have this quite a bit and its just hammering the logout process, they have to pick an away status (yellow) and then pick logout or they will be seen as available which is the default state.  Ours was made worse as we were using an old version of Pauseable also which logged in to Genesys when the computer was connected to the network

Hi team,
I have an agent, Whenever he logs out of his shift his status will remain available all time on the agent status analytics even if he shutdown his PC. the status will remain available, considering the fact he doesn't use any other PC.
what could be the reason? and how to fix it?

Thank you

We recently had a similar issue with an agent.  Per Genesys support, I had her clear her Genesys desktop app cache.  However, while I was walking her through how to clear her cache, I noticed she had two desktop icons pinned to her taskbar.  I had her unpin them then re-pin just one.  After this, the issue was resolved.  I am not positive which fixed the issue, but my guess is the two icons was creating concurrent sessions which Genesys support said can cause synchronization conflicts.    

We have this quite a bit and its just hammering the logout process, they have to pick an away status (yellow) and then pick logout or they will be seen as available which is the default state.  Ours was made worse as we were using an old version of Pauseable also which logged in to Genesys when the computer was connected to the network

Hi team,
I have an agent, Whenever he logs out of his shift his status will remain available all time on the agent status analytics even if he shutdown his PC. the status will remain available, considering the fact he doesn't use any other PC.
what could be the reason? and how to fix it?

Thank you

Hi team,
I have an agent, Whenever he logs out of his shift his status will remain available all time on the agent status analytics even if he shutdown his PC. the status will remain available, considering the fact he doesn't use any other PC.
what could be the reason? and how to fix it?

Thank you

We have had this a lot! 

We had to redo our triggers for Pauseable and this seemed to reduce the number of agents staying logged in after logging out of Genesys. We are seeing a handful still with the same issue. Any other suggestions would be great!

Hi team,
I have an agent, Whenever he logs out of his shift his status will remain available all time on the agent status analytics even if he shutdown his PC. the status will remain available, considering the fact he doesn't use any other PC.
what could be the reason? and how to fix it?

Thank you

Hi team,
I have an agent, Whenever he logs out of his shift his status will remain available all time on the agent status analytics even if he shutdown his PC. the status will remain available, considering the fact he doesn't use any other PC.
what could be the reason? and how to fix it?

Thank you

Hi team,
I have an agent, Whenever he logs out of his shift his status will remain available all time on the agent status analytics even if he shutdown his PC. the status will remain available, considering the fact he doesn't use any other PC.
what could be the reason? and how to fix it?

Thank you

We have had the same issue with our agents that utilize the Pausable Agent.  The official response from Genesys that we are receiving at the moment is below
"A new feature toggle was globally enabled on Nov 18. What occurs with this FT is that any active Hawk(notification)subscription now counts as a "session" against a user's presence.  Our internal teams are still working with Product Management to provide a technical summary of the changes here and how the behavior will be moving forward. I'll keep you informed when we have this information"

I have requested any information regarding an announcement or any other documentation, but it seems that moving forward Pausable agents will still stay logged in.  As mentioned, the XML edits to the pausable agent can help alleviate it, we have also scripted out a log out for our agents using the /api/v2/tokens/{userId} tokens endpoint
https://developer.genesys.cloud/authorization/oauth-apis/tokens-apis

Hi team,
I have an agent, Whenever he logs out of his shift his status will remain available all time on the agent status analytics even if he shutdown his PC. the status will remain available, considering the fact he doesn't use any other PC.
what could be the reason? and how to fix it?

Thank you

If you look at my other post up a few, this is how you can sort it

We have had the same issue with our agents that utilize the Pausable Agent.  The official response from Genesys that we are receiving at the moment is below
"A new feature toggle was globally enabled on Nov 18. What occurs with this FT is that any active Hawk(notification)subscription now counts as a "session" against a user's presence.  Our internal teams are still working with Product Management to provide a technical summary of the changes here and how the behavior will be moving forward. I'll keep you informed when we have this information"

I have requested any information regarding an announcement or any other documentation, but it seems that moving forward Pausable agents will still stay logged in.  As mentioned, the XML edits to the pausable agent can help alleviate it, we have also scripted out a log out for our agents using the /api/v2/tokens/{userId} tokens endpoint
https://developer.genesys.cloud/authorization/oauth-apis/tokens-apis

Hi team,
I have an agent, Whenever he logs out of his shift his status will remain available all time on the agent status analytics even if he shutdown his PC. the status will remain available, considering the fact he doesn't use any other PC.
what could be the reason? and how to fix it?

Thank you