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  • 1.  Inactivity Timeout

    Posted 07-09-2019 18:32
    No replies, thread closed.
    We have an issue with agents not logging out at the end of the day which confuses supervisors monitoring and skews reporting. Is there a timeout besides what PureCloud suggests? (Setting it in Windows https://docs.genesys.com/Documentation/System/8.5.x/SDG/Inactiv )

    Ideally if the agent doesn't make or take a call for 15 minutes I want the system to log them out. Suggestions? 

    #Omni-ChannelDesktop/UserInterface
    #SystemAdministration

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    Bryan De La Cruz
    GreatPlains Finance, LLC
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  • 2.  RE: Inactivity Timeout
    Best Answer

    Posted 07-10-2019 07:18
    No replies, thread closed.
    Bryan,

    The documentation you linked is for PureEngage, not PureCloud, so that Inactivity Timeout is not an option for PureCloud.

    Technically, there is no way to log a user out of the client, even through the API. The closest thing would be to set their presence to Offline through the API.

    There is information about getting and setting user presence/status/routing status in the Developer Center:
    https://developer.mypurecloud.com/api/rest/v2/presence/understanding_presence.html

    As far as determining agent inactivity...I don't know of a good way to do that. Post questions in the Developer Forum to get some API help with that.
    https://developer.mypurecloud.com/forum/

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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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