Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Agent Still Showing as Logged in After Logging Out

    Posted 19 days ago

    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

    ------------------------------
    [Matt] [Pleus]
    [Business Systems Analyst]
    ------------------------------


  • 2.  RE: Agent Still Showing as Logged in After Logging Out

    Posted 19 days ago

    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.  



    ------------------------------
    Jason Tripp
    Business Technology Solutions Architect
    ------------------------------



  • 3.  RE: Agent Still Showing as Logged in After Logging Out

    Posted 19 days ago

    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?



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 4.  RE: Agent Still Showing as Logged in After Logging Out

    Posted 16 days ago

    Jason,

    Yes they still show as logged in after logging out of Genesys, quitting the app (we dont use the browser), and restarting the PC. This issue has been ongoing for over a month now and we just cant seem to figure out what is causing the agent's status to not update. 

    Thanks,

    Matt Pleus



    ------------------------------
    [Matt] [Pleus]
    [Business Systems Analyst]
    ------------------------------

    Original Message


  • 5.  RE: Agent Still Showing as Logged in After Logging Out

    Posted 15 days ago

    I am also having this issue. Agent is offline and at 6:57 am available until 8 am when supervisor manually logged back off again. 

    Call center doesn't open until 8 am and agent is scheduled to come in until 1 pm. 



    ------------------------------
    Alejandra Ward
    Junior Telecom Engineer
    ------------------------------

    Original Message


Related Content