Genesys Cloud - Main

Hello,

some of our agents are automatically logged out of the Cloud CX. This happens both when the agents are working in other systems or when they are on break.

For example, the agent goes into the "Brake" state and when this agent comes back, it is in the "Available" state. The status report shows that the Cloud CX has logged out the user and has logged in again after he was back. The person only noticed it because the status has changed.

We use Microsoft's SSO and use the Edge Browser. We have already disabled Sleep Mode in the browser, but the problem continues to occur.

Does anyone know why the problem is occurring or what setting we could make?

Best regards

#PlatformAdministration
#SystemAdministration

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Florian Volkmer
Business Project Manager
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Hello Florian,

This sounds like we are losing connection with those agents while they are away from the computer on their break. Does this also happen if they use another browser like Chrome, or a non Chromium based browser like Firefox?

If you are using a cloud proxy or firewall, I would recommend making sure that all Genesys Cloud traffic is bypassed / whitelisted.

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Jason Kleitz
Online Community Manager/Moderator
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Hi Jason,

We haven't seen this connectivity issue happen with our customers.

We're planning to set up Microsoft Entra ID for SSO soon. Could using Entra ID as the SSO provider potentially be related to, or even cause, that specific connectivity problem? While I don't believe the SSO implementation itself is likely to cause this we'd appreciate your thoughts on whether the SSO itself might be a factor.

Hey Orhun,

That's a great question. To my knowledge, there shouldn't be any issues with connectivity in relation to SSO. I've checked internally and have not seen any issues that relate to Entra ID specifically.

As most of the people have pointed out in this thread already, there are a number of different things that can cause the agent's computer to lose connection with Genesys Cloud.

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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 04-08-2025 15:19
From: Orhun Sahin
Subject: Automatic logout Cloud CX

Hi Jason,

We haven't seen this connectivity issue happen with our customers.

We're planning to set up Microsoft Entra ID for SSO soon. Could using Entra ID as the SSO provider potentially be related to, or even cause, that specific connectivity problem? While I don't believe the SSO implementation itself is likely to cause this we'd appreciate your thoughts on whether the SSO itself might be a factor.

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Orhun Sahin
Software Development Engineer
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Original Message:
Sent: 04-08-2025 14:53
From: Jason Kleitz
Subject: Automatic logout Cloud CX

Hello Florian,

This sounds like we are losing connection with those agents while they are away from the computer on their break. Does this also happen if they use another browser like Chrome, or a non Chromium based browser like Firefox?

If you are using a cloud proxy or firewall, I would recommend making sure that all Genesys Cloud traffic is bypassed / whitelisted.

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Jason Kleitz
Online Community Manager/Moderator

Hi Florian

We have also seen these issues; you needed to also into the power saving features in Windows and browser. for Edge also check the browser Essentials if you havenit already 

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Jasper Donovan
na
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We experienced an issue like this when agents were on break or otherwise away from their desks. It was a combination of change on how our network connection works and the Windows sleep setting - as soon as their computers went into sleep mode, they lost network connectivity and were logged out of Genesys. We resolved the issue by having them increase the sleep timer to 1+ hours.

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Emily Kammerer
Manager - Telephony Systems
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Olá. Estávamos tendo o mesmo problema por aqui. Solucionamos quando desabilitamos todas as funções de economia de energia do computador. Como o Jason comentou, o próprio sistema estava configurado para encomia de energia após um período de inatividade, fazendo com que a estação perdesse a conexão e por consequência, o logout do agente. 

Assim, desabilitamos a economia de energia e a economia de recursos do navegador e não houve mais esse problema.

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Fernando Sotto dos Santos
Consultor
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Hi,

We did this and it seemed to help- 

https://help.mypurecloud.com/articles/restore-previous-presence-for-agents-who-disconnect-and-then-reconnect-to-genesys-cloud/

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Laura Gailite-Holmberga
Group Customer Service Process Manager
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We've encountered a couple of issues with agents being logged out of the Cloud CX client while on break or actively working on their system:

1. SSO Token Timeout: If an agent closes the Cloud CX client without logging out, the SSO token remains active, although the timer is paused. When the agent logs in the next day, the same token resumes its countdown. Once the timer runs out, the Cloud CX client logs out.
2. Shared Logout URLs: If the logout URL is shared across multiple tabs, logging out from one tab will typically log out all tabs due to shared session management. This means that if your app has a 15-minute timeout timer, logging out from one tab will also log out the Cloud CX client in all tabs simultaneously.

Hope this helps

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Pat Smith
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