I'm afraid the problem is not as easy to solve as it sounds, and the solution built into WWE to log an agent off after a specified period of time is one of the easiest ways to solve it. In a cloud-based world, an application running in a browser has no ability to preempt a user from shutting the browser down (can you imagine if a page could trap you from shutting down your browser?). There is a page unload event that web apps can listen for, but browsers do not guarantee that those events will be fired, and even if they are fired you have no guarantee how much time your app has to clean up before the browser terminates any running Javascript. So many apps do what WWE does where the server watches for inactivity from the client and after a specified threshold of time the server assumes the client is not coming back for that session.
Is there a definitive way that you can recognize when an agent is leaving at the end of their shift? If so, then you MIGHT be able to build some custom mechanism to check their current state and log them off if they are still logged in. For instance you could right a console app that runs in the background at login and registers to listen for shutdown or logoff events (
https://www.apriorit.com/dev-blog/413-win-api-shutdown-events) and during one of those events you could make an API request to log that agent out. However, what if they don't shutdown or logoff and instead just lock the screen and go home? They would still be logged in after their shift.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com------------------------------
Original Message:
Sent: 12-31-2019 10:42
From: Davide Giglio
Subject: How to Control Users who close their browser before logging out
Thanks Jim. We are aware of this setting but it could be many hours before they are logged off; we have it set pretty high to avoid inadvertently logging off a user.
I hoping to find other ways to track these users because they appear as logged in to their team leads when their close their browser. Is there any way to trigger something on the browse to set an alert or something or just call an API to log off the agent? I assume this would affect reporting as well and show these users as logged all this time.
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Davide Giglio
FCA US LLC
Original Message:
Sent: 12-31-2019 10:21
From: Jim Crespino
Subject: How to Control Users who close their browser before logging out
There is a setting on the server side that should be logging agents off after a certain period of inactivity. It is possible that the currently configured value is set to high and needs to be adjusted, but you have to be careful not to adjust it too low so that it doesn't log agents off that just click "reload" in the browser. Since this is a server side setting you will have to contact Genesys Customer Care to ask them to adjust it.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
Original Message:
Sent: 12-30-2019 10:19
From: Davide Giglio
Subject: How to Control Users who close their browser before logging out
Does anyone know how to manager user accounts which do not log off properly; i.e. close the browser without logging off first?
These users appear as still logged in with no way to differentiate them from actual logged in users. As well, we have some using hard phones and cannot later log into a new place because they are already associated to the previous place. Is there a way to force log off users when they close the browse or possibly a process to log off these 'ghost' users?
#Reporting/Analytics
#Telephony
#Unsure/Other
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Davide Giglio
FCA US LLC
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