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  • 1.  Agent briefly shows Offline status during page refresh

    Posted 04-13-2026 07:54
    We have a custom agent desktop application built using the Genesys Cloud Platform Client SDK and WebRTC SDK, embedded as an iframe within our client's application.
     
    Issue:
    When an agent refreshes the browser page, the WebRTC SDK's WebSocket connection drops during the unload/reload cycle. Genesys detects this disconnect and temporarily sets the agent's presence to Offline (~1–2 seconds). After reconnect, the presence is restored.
     
    Impact:
    - Supervisors see a brief Offline status on every refresh
    - Agent status timer resets to 0
    - Reporting accuracy is affected (extra Offline events)
     
    Environment:
    - Region: aps1.pure.cloud
    - SDKs: purecloud-platform-client-v2, genesys-cloud-webrtc-sdk
    - Auth: PKCE
    - Deployment: iframe-based custom desktop
     
    We were advised by support to:
    - Lock presence before refresh
    - Unlock after reload
     
    Questions:
    1. What is the recommended way to implement presence lock/unlock via API?
    2. Is there a reliable way to persist agent presence and status duration across page reloads?
     
    Any guidance or best practices would be appreciated.

    #PlatformSDK

    ------------------------------
    Amit Kamble
    Manager
    ------------------------------


  • 2.  RE: Agent briefly shows Offline status during page refresh

    Posted 04-13-2026 09:00

    Hi Amit 

    I Understand that this is the same behavior when using Genesys web (via browser).
    Why do the agents need to refresh the page? Wouldn't it be more advantageous to block F5?



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------



  • 3.  RE: Agent briefly shows Offline status during page refresh

    Posted 04-13-2026 09:15

    Hi Kaio Oliveira,

    Thanks for your response.

    From our observation, when using Genesys Cloud Web (browser-based), refreshing the page does not reset the agent's presence or the duration timer. However, in our custom implementation using the WebRTC SDK, the presence briefly switches to Offline during refresh, which causes the timer to reset.

    Regarding your question about blocking F5: in our case, the custom agent desktop is embedded as an iframe within a CRM application. Agents may occasionally need to refresh the page if they encounter loading issues or unexpected UI behavior. Because of this, completely blocking refresh is not a practical option for us.

    Our goal is to understand if there is a recommended approach to handle this scenario more gracefully in a custom SDK-based integration-such as preventing the transient Offline state or preserving the presence duration across reconnects.



    ------------------------------
    Amit Kamble
    Manager
    ------------------------------

    Original Message


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