Hello team,

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

Enable Inactivity Timeout = 10 minutes.

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

Hello team,

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

Enable Inactivity Timeout = 10 minutes.

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

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.

Hello team,

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

Enable Inactivity Timeout = 10 minutes.

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

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 :)

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.

Hello team,

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

Enable Inactivity Timeout = 10 minutes.

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

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 :)

------------------------------
Robert Niblock
Contact Centre Technology Analyst

Original Message:
Sent: 02-21-2025 18:49
From: George Ganahl
Subject: Genesys WebRTC for Agents getting loggedout abruptly

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.

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

Original Message:
Sent: 01-22-2025 10:32
From: Sanket Wetkar
Subject: Genesys WebRTC for Agents getting loggedout abruptly

Hello team,

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

Enable Inactivity Timeout = 10 minutes.

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

------------------------------
Sanket Wetkar
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