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  • 1.  Genesys WebRTC for Agents getting loggedout abruptly

    Posted 01-22-2025 10:32
    No replies, thread closed.

    Hello team,

    Recently, we have made changes in the inactivity timeout available in Genesys cloud/ Org settings

    Here, we have also made changes in edge browser ( used by agents) to keep the browser active ( or not put it to sleep ) for one hour of inactivity + 10 mins of inactivity of Genesys. PFB Snap below of browser config.

    Ideally, we would expect the Genesys to logout in 70 + minutes but some of our users are reporting logout issues in less than 10 minutes.

    An example of scenario would be: Agent is working on a different tab ( same window ) with the other CRM applications & when he/she comes back to Genesys tab. it reloads to the login page/ or takes them OFF-QUEUE.

    Another weird situation we have encountered is, whenever we enable the network/console logs, it keeps the browser active in some way & the agents are not logged out.
    Even if we do not consider the browser settings, why is Genesys getting logged-out in less than 10 mins since the inactivity timer should at least keep them alive for 10 mins ?

    We have raised a case with Genesys but we are not getting a proper direction from within the case.

    Any thoughts or ideas would be greatly appreciated !

    Br,
    Sannket Wetkar




    #Omni-ChannelDesktop/UserInterface

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    Sanket Wetkar
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  • 2.  RE: Genesys WebRTC for Agents getting loggedout abruptly

    Posted 01-22-2025 11:00
    No replies, thread closed.

    Hello Sanket, 

    I just want to make sure I am understanding the issue correctly. You have the inactivity timer, in Genesys, set to 10 minutes. What you are seeing it that agents are being logged out before that 10 minute mark?

    This sounds like an odd behavior, usually I see the inactivity timer ignored. At this point your best bet is going to be have customer care look into it. As they will be able to review console and network logging and dig more technically than we can do here in a public forum. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Genesys WebRTC for Agents getting loggedout abruptly

    Posted 02-21-2025 18:50
    No replies, thread closed.

    The inactivity timer feature has been re-worked, so hopefully the new features will allow you to fine-tune the timeout to get the result you desire.



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    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
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  • 4.  RE: Genesys WebRTC for Agents getting loggedout abruptly

    Posted 02-23-2025 20:19
    No replies, thread closed.

    Hi @George Ganahl, is there any documentation on these changes?  I'm curious if the timeout is regardless of a users browser configuration (like above).  Thanks :)



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    Robert Niblock
    Contact Centre Technology Analyst
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    Original Message


  • 5.  RE: Genesys WebRTC for Agents getting loggedout abruptly

    Posted 02-23-2025 22:01
    No replies, thread closed.

    The timer was just looking at agent idle time, but there were API's that keep that agent from being idle in the timer's eye.  They have recently added the ability for you to whitelist (or really blacklist) API's that may run in the background that could cause the agent to not be idle.  They have about 6 common ones they know of, but if you are using notifications to the agent's activity or other user-based API's, you would be causing the timeout not work correctly.  As for early timeouts, I have not seen that or heard from the community about it.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 6.  RE: Genesys WebRTC for Agents getting loggedout abruptly
    Best Answer

    Posted 02-24-2025 06:23
    Edited by Samuel Jillard 02-25-2025 10:58
    No replies, thread closed.

    The new settings are documented in the Resource Center https://help.mypurecloud.com/articles/set-an-automatic-inactivity-timeout/

    Also at https://community.genesys.com/discussion/inactivity-timeout-enhancement-overview

    That said, they shouldn't affect an early timeout occurring before the 10 minutes set.

    Have you been able to find out for sure that the affected agents are not turning on that top Efficiency Mode toggle on their own, possibly causing the tab to sleep sooner?

    There is also the setting in Edge to Never put these sites to sleep. Have you tried adding the genesys Cloud sites there and seen a difference? (i.e., [*.]usw2.pure.cloud, [*.]mypurecloud.com, etc., as appropriate)



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    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


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