Genesys Cloud - Main

Dear colleagues,

For us Inactivity Timeout doesn`t work as it is expexted. Some users stay logged after the expiring of the time-out. They go for seconnds in Offline Status and then immediately get back in the previous status. All the Default APIs are exluded. In DevTool we see only some requests to purecloud-web-telemetry.min.js:2.

Is it possible, that this is the reason for the described behaviour?

If it is so, what could we do to get Inactivity Timeout working?

Best regards,

Borislav Taskov

#PlatformAdministration

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Borislav Taskov
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Hello Borislav, 

The behavior your describing could be caused by several things. 

First the purecloud-web-telemtry.min.js requests you're seeing in devtools are part of Genesys Cloud's monitoring system, but they shouldnt be causing the timeout bypass. However, there might be other API calls happening that are resetting the inactivity timer. A possible cause could be a custom integration or application making API calls. 

You may want to capture a HAR file during when the timeout should not occur and see if any custom apps are making API calls. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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