Following the rollback of the original Inactivity Timeout Enhancements feature in 2023 (https://community.genesys.com/discussion/temporary-roll-back-of-inactivity-timeout-improvements), we are now ready to reintroduce this enhancement with some additional UI controls.
Background
As outlined in https://help.mypurecloud.com/articles/set-an-automatic-inactivity-timeout/, administrators can set Genesys Cloud to log out users automatically after a specified period of inactivity. The Inactivity Timeout feature works by applying a timeout to access tokens and this timeout is reset by API calls which occur when agents are active. When agents are inactive, these API calls no longer occur and the timer continues to count down until it reaches zero, at which point the access token is revoked. However, even though they are unrelated to inactivity, background API calls (e.g. diagnostic APIs) also reset the inactivity timer. The original enhancement identified a number of such background APIs and excluded them from resetting the timer. However, while this provided a solution for most customers, some customers reported that the change to exclude certain API calls from resetting the timer caused some agents to be disconnected from interactions. As a result, we rolled back this original enhancement.
Note: The inactivity timeout is scoped to individual access tokens. If one access token is invalidated due to inactivity, there are no implications for other access tokens.
Updated Inactivity Timeout Enhancement
To provide a more flexible inactivity timeout solution, we have now added UI controls to enable administrators determine which APIs should be excluded in their environment. Refer to the screenshot below. In addition to the existing Enable Inactivity Timeout slider control and the Timeout Minutes selector, two new sections have been added to the UI. The first of these is titled "Default APIs to Exclude from Inactivity Timeout". These are the same APIs that were included in the original enhancement. By default, these are set to Off.
- If you have already enabled the Inactivity Timeout feature and it is working as expected, you can ignore these settings.
- If you have enabled the Inactivity Timeout feature and are experiencing issues whereby agents are not getting logged out due to inactivity, you can simply enable the Default APIs. This will provide a solution for most customers. If, having done this, you are still experiencing issues whereby agents are not getting logged out due to inactivity, refer to the "Custom APIs to Exclude" section below.
- If you have enabled the Default APIs (from step 2) and are experiencing issues whereby active agents are being disconnected from interactions, disable the default APIs and review the API activity (e.g. via HAR logs) to identify which of these APIs are required to maintain the agent state and leave these in a disabled state. The other default APIs can be enabled, if required, in order to prevent them from resetting the inactivity timeout.
Note: Before implementing these changes in your production org, we recommend you try these out first in a test org to confirm that you are getting the expected results.
Custom APIs to Exclude
The Default API controls should be all that are required to fine-tune the feature for your organization. However, if, after implementing step 2 above, you are still experiencing issues whereby agents are not getting logged out due to inactivity, review the API activity (e.g. via HAR logs) to identify if there are any additional APIs that need to be excluded. These can be added using the "Custom APIs to Exclude" control. As you start typing, the control will narrow the search to show the available APIs, enabling you to select the correct API to exclude. You can also paste the API name into the control directly. Repeat this process for any additional custom APIs to exclude.
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David Murray
Principal Product Manager
Genesys Cloud
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