This is something that's being reported to us by our managers as well. I'm very sad to see that this has been a multi-year ongoing issue. I don't think we had this issue on launch, but as of June this year a manager reached out to notify us of this behavior.
We have confirmed the behaviors just like everyone else here. Happens with agents that only have one browser/tab/session live and our managers have to use the log out action multiple times before it "sticks". Currently using SSO and is configured exactly per documentation as far as I can determine.
We have tried going the support route, but they refuse to raise a ticket to DEV without network and console logs AND a screen recording of the issue happening. The issue isn't constant with every agent or even with the same agents, which means every manager would have to turn on logging and a screen recording ever time they needed to log an agent out and hope to capture the event. Then we have to hope and pray that support doesn't ask for additional logs, but they always do.
To capture a sporadic issue, that is a huge task... I have been trying to develop some kind of browser extension we could deploy to make console/network log capture via Chrome easier and more automatic, but programmer I am not. At this point I'm more inclined to try to make the agent log-out action more automated for our managers to perform.
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David Quiram
System Administrator II
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Original Message:
Sent: 04-27-2022 14:08
From: Tyler Peters
Subject: Agent Log Out Issues
Supervisors can log an agent out of Genesys Cloud CX following these instructions (Log an agent out of Genesys Cloud - Genesys Cloud Resource Center (mypurecloud.com)).
Sometimes, after logging an agent out, they automatically get signed back in a few seconds later. We are utilizing SSO.
Any idea why sometimes a user would get auto-logged back in?
#Unsure/Other
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Gabrielle Peters
Novant Health
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