Same here. However, this was first observed/reported in our test environment (Sept 16 2025). Support case was opened and had a few collaborative sessions with the Genesys care team to demonstrate and reproduced. While it wasn't resolved, the answer provided by the Care team was:
"Our Development team has reviewed this issue and confirmed that the system is functioning as designed, even after an explicit logout. The Real-Time system periodically polls to detect disconnections, which may take 30–60 seconds depending on the polling interval. To avoid this behavior, the best practice is that the agent should update their logout process by setting their status to a "Not on Queue" status before logging out of Agent Desktop." I submitted a feature request to shorten this process. Through testing, we could see in WFM the agent status is "off queue", but our environment uses direct routing (voice and SMS) which can still deliver an interaction during this 30 - 60 logoff process.
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Stan Prushinski
Managing Director, Claim Contact Center Genesys Strategy
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Original Message:
Sent: 12-10-2025 15:40
From: Gary Pinnock
Subject: Experiencing 30-Second Delay on WebRTC Window Close with Embeddable Framework
Hi everyone,
Our organization utilizes the Genesys Cloud Embeddable Framework, and we're seeing an issue where, after an agent clicks Logout, the WebRTC window takes about 30 seconds to close. During this delay, the agent remains on queue in whatever status they were in, which can result in them still receiving interactions.
We've noticed that if we manually close the WebRTC window, the agent goes offline immediately, which seems to bypass the delay.
This behavior started in November and did not occur previously.
Has anyone else experienced this? If so, how did you address it? Any configuration tips or workarounds would be greatly appreciated.
Thanks,
#Unsure/Other
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Gary
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