Workforce Engagement Management

Dear Community Team,

Greetings!

I'd like to share an observation regarding a recent change we noticed in our system, and we are unsure whether it is an issue or a configuration update from Genesys.

Our monitoring team performs a repetitive task every 30 minutes to review system login users, ensuring that the number of logged-in users stays below the concurrent license limit. We have been following this practice for the last two years.

Recently, we observed that Tempo mobile app logins now appear in the login report as "online," similar to users logged in from the web.

My questions are:

1. Is this behavior an issue, or is it an intentional change from Genesys?

2. Does logging in through the Tempo app count as a system login that impacts concurrent license usage or billing?

we appreciate your guidance and advice regarding this matter.

Best regards,

#RealTimeMonitoring
#ScheduleManagement
#Tempo(MobileApp)
#WFMConfiguration,BestPractices

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Mazin Yousif Elhadi Yousif
NA
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Hi Mazin, 

 

Thanks for bringing this to our attention. This is not the intended behavior, and logins to Genesys Tempo should not impact billing. 

To help us resolve this, please submit a detailed ticket describing your experience to our support portal at your earliest convenience. 

Best,

Kylee

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Kylee Kasper, Product Manager[Designation]
Genesys - Employees
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"A Genesys Cloud user is considered logged in when their Genesys Cloud presence source has a primary presence value of anything other than Offline status." - from the Resource Center. Tempo has no mechanism for a user to change their presence so what their presence is a concern outside of Tempo. 

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Jay Langsford
VP, R&D
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