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  • 1.  Configuring Agent Presence for Tempo Mobile Logins

    Posted 10-04-2025 13:50

    Dear Team,

    Greetings!

    we are looking for guidance on configuring Genesys Cloud agent presence. Currently, agents who log in only via the Tempo mobile app appear as Available in the agent status reports.

    we would like to change the presence status for these Tempo logins to Offline (or another custom presence) to avoid them appearing as active in the reports. This situation is causing monitoring and shift management challenges.

    we would greatly appreciate any advice, best practices, or configuration steps to achieve this.

    Thank you for your support!

    Best regards,
    [MilanAlo]


    #Architect
    #DataActions
    #MobileMessenger
    #Scripts

    ------------------------------
    Mazin Yousif Elhadi Yousif
    NA
    ------------------------------


  • 2.  RE: Configuring Agent Presence for Tempo Mobile Logins

    Posted 10-09-2025 17:41

    Hi there, 

     In Genesys Cloud, a person is only counted as "logged in" when the system shows them as available in some way. Tempo does not impact this status.

    So, even if an agent opens Tempo on their phone, they will not be shown as "logged in" to Genesys Cloud for reporting purposes. 

    If you feel that this is happening in error, please create a support ticket so that our customer care team can investigate the issue. 

    Thanks,

    Kylee



    ------------------------------
    Kylee Kasper, Product Manager[Designation]
    Genesys - Employees
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    Original Message


  • 3.  RE: Configuring Agent Presence for Tempo Mobile Logins

    Posted 10-12-2025 11:06

    Hello Mazin,

    I don't have a solution for this scenario, but I can describe the situation we are currently facing.

    We noticed that within the organization, whenever an agent logs into the Tempo Mobile App, they immediately appear online on the platform. After some testing, we found that this only happens when the login is done via SSO. When logging in directly with a username and password, this behavior does not occur.

    In the case we had open with Genesys, we mentioned this issue, and after their evaluation, they informed us that this is expected behavior due to how the SSO services function. At the moment, there is no alternative available to change this behavior.

    Best regards,



    ------------------------------
    Elisson Fernandes
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    Original Message


  • 4.  RE: Configuring Agent Presence for Tempo Mobile Logins

    Posted 10-13-2025 07:55

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

    Network or device settings may cause a 'disconnect' after a period of inactivity where the the user is then seen as being Offline. Genesys Cloud has the ability to restore presence in these cases to the previous presence up to 24h. If the configured time is elapsed, the resource center article notes the user's status is updated to Available on reconnect.



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    Jay Langsford
    VP, R&D
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    Original Message


  • 5.  RE: Configuring Agent Presence for Tempo Mobile Logins

    Posted 10-27-2025 06:51

    Unfortunately, even after we completely disabled SSO and logged in to mobile app (Tempo), users still appear as Available after logging in.

    Thanks,



    ------------------------------
    Mazin Yousif Elhadi Yousif
    NA
    ------------------------------

    Original Message


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