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  • 1.  Genesys WebRTC for Agents getting loggedout abruptly

    Posted 18 days ago

    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 18 days ago

    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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