Genesys Cloud - Main

We use SSO for our agents to login and messenger is requesting credentials on agent side when co-browse is initiated. This is causing trouble as it will have to navigate away from the active conversation. Is there any fix for this.

Hi Rizwan - is this happening every time a Co-browse is initiated when signed in via SSO, or is this happening sometimes? Can you confirm you're able to workaround it by logging into GC directly within the Co-browse panel? Any other detail you can provide would help us pinpoint what might be happening.

Thanks,

We use SSO for our agents to login and messenger is requesting credentials on agent side when co-browse is initiated. This is causing trouble as it will have to navigate away from the active conversation. Is there any fix for this.

Hi Chad,

This is happening irrespective of weather I use SSO or login directly in GC. This does not happen every time. But  ideally, if an agent can go on-queue and receive an interaction the GC should not ask credentials. Unfortunately we cannot switch to direct login. We need this to fixed.

Regards,

Rizwan

Hi Rizwan - is this happening every time a Co-browse is initiated when signed in via SSO, or is this happening sometimes? Can you confirm you're able to workaround it by logging into GC directly within the Co-browse panel? Any other detail you can provide would help us pinpoint what might be happening.

Thanks,

We use SSO for our agents to login and messenger is requesting credentials on agent side when co-browse is initiated. This is causing trouble as it will have to navigate away from the active conversation. Is there any fix for this.