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  • 1.  Agents staying logged in?

    Posted 2 days ago

    Anyone experiencing Agents staying logged in after already logging off? We opened a ticket, but response has been sparse. 

    The we collected logs and were pointed to an SSO configuration. (doubtful)., there was a mention of a Genesys change around Nov 18, affecting GCBA, but we haven't gotten details or proper response on that aspect of the ticket.  Been going on for a month or so now.

    Just wondering if anyone has experienced this issue lately, and if you found a solution or an actual indication as to what it could be. 


    #System/PlatformAdministration

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    Walter Jones
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  • 2.  RE: Agents staying logged in?

    Posted 2 days ago
      |   view attached

    Hi Walter,

    Yes - we've encountered a very similar issue, and enabling the Organization-level Inactivity Timeout helped resolve it.

    When this setting is disabled, Genesys Cloud / GCBA sessions can remain authenticated indefinitely, even after an agent logs off operationally (leaves queues, closes the browser, etc.), especially in SSO environments with persistent browser sessions.

    Enabling:

    Admin → Organization Settings → Settings → Enable Inactivity Timeout

    forces re-authentication after a defined period of inactivity and helps prevent lingering or "ghost" sessions where agents appear to stay logged in.

    Given the mention of a possible Genesys change around Nov 18 impacting GCBA, this setting seems to have become more important for enforcing proper session expiration. We recommend enabling it with a shorter timeout (e.g., 15–30 minutes) and monitoring the behavior.

    If this helps address the issue, I'd appreciate it if you could mark this response as the Best Answer, as it may help others running into the same behavior.



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    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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    Original Message


  • 3.  RE: Agents staying logged in?

    Posted yesterday

    Thanks for the suggestion, I tested this in our Lab instance, and unfortunately, it did not provide a proper timeout/resolution. 

    However, Genesys Support has responded with the following, in case anyone else is experiencing this. 

    "A new feature toggle (hawkPublishConnectionEvents) was implemented on Nov 18th that changes how user online status is determined. The system now considers ANY active notification subscription or client connection when determining if a user is online. This means that even after logging out of the main Genesys Cloud interface, if users have other active sessions through third-party applications, Genesys Cloud Background Assistant (GCBA), or Developer Tools, they will continue to show as online until ALL active connections are terminated.

     

    We had an escalated discussion within our teams and below are the next best steps:

     

    1. We will be exempting all native client application IDs outside of the base components like web-directory from this new feature toggle logic, e.g. Developer Tools, GCBA when using the notification testing tool. We are determining an ETA of how soon this can be implemented.
    2. Third Party applications that use an oauth grant type with user context such as Token Implicit or Authorization Code grants (Genesys Cloud Developer Center [developer.genesys.cloud] ) will have this new logic applied to them such that if said applications create notification subscriptions (Genesys Cloud Developer Center [developer.genesys.cloud] ) any one or more active channel(s) will affect the user's presence and cause them to be considered online in an entirely separate session from that of the web directory (GC) UI. This, solely logging the user out whether done themselves or by a supervisor / admin, unless these other sessions are closed as well the user will continue to be considered online.
    3. We are working on a formal documentation regarding the feature toggle and its circumstances for better clarity and approach."

     



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    Walter Jones
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    Original Message


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