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  • 1.  Enable Inactivity Timeout in organization settings

    Posted yesterday

    Hi Experts,

    Need insights on "Enable Inactivity Timeout" setting in Genesys Cloud.

    Could you clarify whether this feature is triggered only when an agent is logged into Genesys Cloud and remains in away/idle status for given configured time period? or does it also apply when the agent closes the browser without logging out from Genesys Cloud, or puts their PC into sleep or hibernate mode? 

    Recently, we observed on our real time dashboard, one of our agents appeared as available for 23 hours, even though their shift had ended the previous day. This is unnecessarily consumes one concurrent license.

    Any clarification or insights on this matter would be greatly appreciated.

    #ArchitectandDesign
    #System/PlatformAdministration

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    Raja Marimuthu
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  • 2.  RE: Enable Inactivity Timeout in organization settings

    Posted yesterday

    Olá @Raja Marimuthu, saudações do Brasil!

    O Enable Inactivity Timeout no Genesys Cloud atua apenas sobre inatividade da sessão web (UI), e não sobre o estado do agente.

    Ele é acionado somente quando o usuário permanece logado sem qualquer interação com a interface pelo tempo configurado.

    Esse recurso não monitora status Available/Away, fim de turno, nem eventos do sistema operacional (sleep/hibernate). Assim, se o agente fecha o notebook ou o browser sem fazer logout explícito, a sessão pode permanecer ativa, mantendo o agente disponível e consumindo licença concorrente.

    Para evitar esse cenário, o logout explícito e controles operacionais complementares ainda são necessários. Tenho uma operação interna, onde muitos colaboradores não fazem o logoff corretamente. Infelizmente, meu control desk precisa ir em atividade de fila e "derrubar" o usuário que esqueceu logado, ou seja, forçar o logoff.



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    Fernando Sotto dos Santos
    Consultor Grupo Casas Bahia
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    Original Message


  • 3.  RE: Enable Inactivity Timeout in organization settings
    Best Answer

    Posted yesterday

    Hello Raja,

    The inactivity timer can be a bit tricky because even though the agent is not at their station, the system may still see the agent as active.

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

    Note: Genesys Cloud determines activity by calls to the API. Even if the user is not typing or actively working with Genesys Cloud, the user interface can make a request on behalf of the user, for example, fetch data to keep the application up to date or saving application logs. Any request resets the idle timeout. Use the Default APIs to Exclude from Inactivity Timeout toggle and the Custom APIs to Exclude from Inactivity Timeout field to specify the APIs that Genesys Cloud must prevent from a timer reset.

    This feature provides an additional layer of functionality to help customers control costs and security implications for users who forget to log out when they leave stations. Genesys recommends that customers also use the supervisor feature to log out agents and extend training to the agents to enforce best practices to log out. It is the user's responsibility to log themselves out.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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