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  • 1.  Automatic inactivity tiemout not working as supposed

    Posted 11-03-2022 13:44
    Hello.
    According to documentation, Genesys Cloud determines activity by calls to API.
    Therefore, I expect logout to be carried out when users have spent the specified period without using Genesys, no matter whether they use or not other programs in the PC.
    However, I have made some tests and users only are logged out when they spent the specified time without using the computer at all.

    Which one is the correct operation?

    Thanks.

    Gonzalo
    #PlatformAdministration
    #SystemAdministration

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    Gonzalo Perivancich
    Sixtra Chile S.A.
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  • 2.  RE: Automatic inactivity tiemout not working as supposed

    GENESYS
    Posted 11-07-2022 06:37
    Hello Gonzalo,

    If I am not mistaken, logging out of Genesys Cloud is different from an agent/user becoming inactive. There may be a way to link the two events programmatically via API, but both events themselves are not exclusively mutual.

    Proper logout involves proper authentication handling, as described here in the Developer Center. It might be good to post your query and steps trying to do in the Developer Forum so dev experts can chime in.

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    Nico Feliciano
    Genesys - Employees
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    Original Message


  • 3.  RE: Automatic inactivity tiemout not working as supposed

    Posted 11-07-2022 12:13
    Hello Nico.
    Thanks for your answer.

    Actually my question refers to Genesys function "Automatic inactivity timeout".

    https://help.mypurecloud.com/articles/set-an-automatic-inactivity-timeout/

    From the help website, I understand user inactivity as a user not interacting with Genesys.
    From our tests, user inactivity would be a user not using the PC at all.

    I would like to know which behavior is the correct one.

    thanks again.
    Gonzalo

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    Gonzalo Perivancich
    Sixtra Chile S.A.
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    Original Message


  • 4.  RE: Automatic inactivity tiemout not working as supposed
    Best Answer

    GENESYS
    Posted 11-10-2022 10:58
    Edited by Gonzalo Perivancich 11-10-2022 12:04
    Hello Gonzalo,

    From the article you shared, the notes at the end describes Genesys Cloud's determination of activity by API calls to include any automated data fetching by features running in the background. I am unable to give you specifics, but this does tell me that inactivity may not be as simple as a user not interacting with Genesys Cloud. Hence the final note in the article that recommends either supervisor logout or that the agents are adequately trained to log themselves out.

    I do not think there is something wrong with the feature based on your findings. In this regard, I am curious to know if there will be a use case that gets impacted with this behavior?

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    Nico Feliciano
    Genesys - Employees
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    Original Message


  • 5.  RE: Automatic inactivity tiemout not working as supposed

    Posted 11-10-2022 12:26
    Hello NIco.

    The impact of this behavior is that users who don't log out properly could cause useless overusage costs when the number of connected users is greater than planned. 
    Of course, you are right: well trained agents is the best solution.

    Thanks again.

    Gonzalo

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    Gonzalo Perivancich
    Sixtra Chile S.A.
    ------------------------------

    Original Message


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