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  • 1.  Inactivity timeout in Genesys Cloud

    Posted 07-22-2024 23:02
    Edited by Aparna Peri 07-22-2024 23:02
    No replies, thread closed.

    Hi Community,

    I tried to enable the automatic timeout  using the below document and have set it to automatically log out users after 120 mins but have noticed that it is not working. 

    Set an automatic inactivity timeout - Genesys Cloud Resource Center (mypurecloud.com)

    I can see in the usage reports that few users have been online at a stretch for about 19 hours even when they were not using Genesys Cloud but forgot to logout. 

    Can someone please confirm if this setting works? Thank you.

    @Neeta Kathe


    #PlatformAdministration

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    Best regards,
    Aparna
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  • 2.  RE: Inactivity timeout in Genesys Cloud

    Posted 07-23-2024 15:07
    No replies, thread closed.

    Hello Aparna,

    The agents who are are still showing up as logged in may be away from their computer, but our system may not recognize them as being offline. 

    From our Resource Center article Set an automatic inactivity timeout:

    • Genesys Cloud determines activity by calls to the API. Even if the user is not typing or actively working with Genesys Cloud, the Genesys Cloud user interface can make a request on behalf of the user, for example, fetching data to keep the application up to date or saving application logs. Any request resets the idle timeout.


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    Jason Kleitz
    Genesys - Employees
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  • 3.  RE: Inactivity timeout in Genesys Cloud

    Posted 07-24-2024 10:56
    No replies, thread closed.

    Hi Aparna,

    Just a word of caution, this will break OAuth integrations. We tried to use it once and it broke a bunch of our stuff, caused everything to timeout and our Intergrations couldn't authenticate properly with their current design. 



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    Caleb Smith
    Interstate Gas Supply, Inc.
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  • 4.  RE: Inactivity timeout in Genesys Cloud

    Posted 07-29-2024 20:24
    No replies, thread closed.

    Thank you @Jason Kleitz and @Caleb Smith for your response.

    Shouldn't it reasonable to expect the setting to work when there is no activity in the background? I don't think it is the case at the moment.

    Is there a way to detect what processes are going in the background? 



    ------------------------------
    Best regards,
    Aparna
    ------------------------------



  • 5.  RE: Inactivity timeout in Genesys Cloud

    Posted 07-30-2024 09:45
    No replies, thread closed.

    Hello Aparna,

    I think you could run gather some network logs on an agent's machine and see which API calls are being made that is keeping the inactivity timer from expiring. I do know that our Dev team is currently making some changes so that some API calls can be excluded from the inactivity timer. According to this Product Idea, it is In Development and they are shooting for release some time around September or October of this year. If you click the VOTE button on that page, it should notify you via email as this Idea progresses through development.



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 6.  RE: Inactivity timeout in Genesys Cloud

    Posted 07-30-2024 10:03
    No replies, thread closed.

    Jason,

    That's great news! We'll definitely be trying this out when the time comes. Voted!



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    Caleb Smith
    Interstate Gas Supply, Inc.
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    Original Message


  • 7.  RE: Inactivity timeout in Genesys Cloud

    Posted 07-30-2024 10:18
    No replies, thread closed.

    Awesome. Glad to hear it @Caleb Smith. I'm keeping an eye on the idea since another idea was merged into that one as well. Keep an eye out for it, you might just see it pop up on the Beta HQ!



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 8.  RE: Inactivity timeout in Genesys Cloud
    Best Answer

    Posted 02-06-2025 11:28
    No replies, thread closed.

    Hello all,

    I just wanted to let you know that this Idea has now been released as a new feature! Check out this week's Release Notes and this post for more info!



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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