Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Inactivity Timeout

    Posted 06-03-2026 10:11

    Hello Community.

    Recently we activate the Automatic Inactivity Timeout disconnection in our Organization, after 3 hours of inactivity the system should disconnect the users.

    There is any way to monitor or evidence the system is actually disconnecting the users different to wait for my connection being disconnected? I was trying to evidence it in the Operational Console or the agent status with no luck.

    Thank you in advance.


    #System/PlatformAdministration

    ------------------------------
    Samuel Vitales
    cx
    ------------------------------


  • 2.  RE: Inactivity Timeout

    Posted 06-03-2026 16:45

    Hi Samuel

    -

    As far as I know, Genesys Cloud does not provide a dedicated report, Operational Console view, or audit event specifically indicating that a user was logged out due to the Automatic Inactivity Timeout feature.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------



  • 3.  RE: Inactivity Timeout

    Posted 06-03-2026 19:53
    Edited by Phaneendra Avatapalli 06-03-2026 19:53

    Hi Samuel,

    I agree with Kaio.

    From the Inactivity Timeout Enhancement Overview, my understanding is that the feature works by invalidating the user's access token after the configured period of inactivity, which may explain why there isn't a dedicated agent status or Operational Console indicator for these events.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 4.  RE: Inactivity Timeout

    Posted 06-05-2026 09:54

    Thank you Guys for take the time to answer my question.

    You all confirmed our theory/investigation.

    Have a great day.



    ------------------------------
    Samuel Vitales
    cx
    ------------------------------

    Original Message


  • 5.  RE: Inactivity Timeout
    Best Answer

    Posted 06-03-2026 20:24

    Hello @Samuel Vitales

    I agree with Kaio and Phaneendra - and honestly, how could I not? They are the best! Hahaha

    One way to validate this would be to test it with a small group instead of waiting for your own session to be disconnected.

    According to the current Resource Center documentation, the inactivity timeout can be configured for the whole organization, for specific user groups, or both. When both are configured, the group-specific timeout overrides the organization-wide value for users in that group.

    So, if this option is available in your org, you could create a small test group, apply a shorter inactivity timeout to that group, and leave one of the users inactive to confirm that the session is logged out and the presence changes to Offline.

    I don't believe there is a dedicated Operational Console view or report that specifically shows "user disconnected due to inactivity timeout," so a controlled test group may be the easiest way to validate the behavior.

    Resource Center references:



    ------------------------------
    Arthur Pereira Reinoldes
    ------------------------------



  • 6.  RE: Inactivity Timeout

    Posted 18 hours ago

    Hello @Arthur Pereira Reinoldes,

    Can we have inactivity timout to be active for specific group when the users status are only available ? is this feature available or we have a workaround to do it ?



    ------------------------------
    ------------------------------
    Ahmed Yassin
    ------------------------------
    ------------------------------

    Original Message


  • 7.  RE: Inactivity Timeout

    Posted 06-09-2026 17:11

    Hi Samuel, I also agree with Kaio and Phaneendra. I wasted a lot of time looking for the same thing as you, but what they say makes perfect sense.



    ------------------------------
    Saul Garcia
    ------------------------------



  • 8.  RE: Inactivity Timeout

    Posted 18 hours ago

    Hello! I understand your need to monitor the effectiveness of the Automatic Inactivity Timeout. According to recent community discussions, Genesys Cloud does not offer a dedicated view in the Operational Console or a specific report indicating "user disconnected due to inactivity." The feature works by invalidating the user's access token, and there is no explicit audit event for this specific type of logout. Therefore, the main recommendation, given by other community members, is to run a controlled test: create a small test group of users, apply a shorter inactivity timeout to them (e.g., 5 minutes) through group settings (which override the global setting if enabled), and monitor when those users get disconnected to confirm the behavior. A complementary alternative, although it won't show the specific cause of disconnection, is to track agent status transitions to "Offline" through the Analytics/Presence APIs. This testing method is the most practical and reliable way to verify the functionality in your organization.



    ------------------------------
    Camila Meneghini
    ------------------------------



Related Content