Genesys Cloud - Main

We have one agent who logs out of Genesys after her shift every day but will still be showing as logged in in the Analytics Workspace. She must be manually logged out by her supervisor every day.
We have opened a ticket with Genesys [Case #0004084283], but we haven't really gotten anywhere as far as solutions go. It is not a third-party app and the user is not logged in to concurrent sessions (via both browser and desktop app, two browser tabs, etc.).
Has anyone else had any experience with this issue?

Thanks,
Matt Pleus

#WEM-Quality,WFM,Gamification,etc

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[Matt] [Pleus]
[Business Systems Analyst]
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We've seen this happen before and had to write a specific process for users to log out at the end of the day.  They need to Log out of Genesys, close the Desktop App or browser it was running in, and log off of their VDI Session.  We noticed that even though the users were no longer connected to the VD, it was still open on the server because they never logged out appropriately logged out of Genesys.  Following these specific steps seem to keep this from happening for  us.  

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Jason Tripp
Business Technology Solutions Architect
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Hello Matthew,

I took a look at the case internally and based on the latest investigation, the agent had a second active session that was not terminated when they logged out of their first session. Do they still show as logged in if they shut down their machine after the have logged out?

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Jason Kleitz
Online Community Manager/Moderator
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