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  • 1.  Remote Agent Logout

    Posted 07-02-2018 17:38
    No replies, thread closed.
    We occasionally have agents forget to log out of Genesys and it can create challenges with our timekeeping audits, among other things. Is there a way to use some kind of Admin tool to log an agent out of the system remotely?

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    Guy Brackett
    Spark Networks SE
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  • 2.  RE: Remote Agent Logout

    Posted 07-02-2018 18:07
    No replies, thread closed.
    2017 R3 and later:

    https://help.genesys.com/cic/mergedProjects/wh_is/desktop/force_user_logouts.htm

    Force User Logouts

    Note: This feature is available in PureConnect 2017 R3 and later versions.

    From the Workgroup Details view or the Workgroup Directory view, you can log off another user from all CIC applications except for Interaction Administrator, Interaction Recorder Screen Capture Client, and Interaction Recorder Policy Editor. For example, if a user left for the day and forgot to log off, a supervisor can log off the user and release the licenses the user was consuming.

    The logoff occurs even if the user is on an interaction. If the user is on a call in Interaction Connect, the user is logged off Interaction Connect but the call remains connected so that the user can complete the call.

    The CIC application displays the following message to notify the user:
    Your session has been logged out by the supervisor (Name).

    Using User Configuration in Interaction Administrator, your CIC administrator can set the Force User Logout security right to grant you the ability to log off another user.

    Log off another user

    1. Right-click a user name in the Members list in the Workgroup Directory view or the Workgroup Details view.

    2. Select Logout [user] from the shortcut menu.



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    George Ganahl
    Principal Program Manager
    Genesys
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    Original Message


  • 3.  RE: Remote Agent Logout

    Posted 07-02-2018 18:43
    No replies, thread closed.
    Hey, 

    Is this feature coming to PureCloud by any chance?

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    Lawrence Drayton
    OVO Mobile (My Mobile Data)
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    Original Message


  • 4.  RE: Remote Agent Logout
    Best Answer

    Posted 07-03-2018 04:09
    No replies, thread closed.
    Yes, we are looking into the work needed to actually add 2 features related to status:

    1. Ability for a supervisor to change the status of an agent
    2. Ability for a supervisor to logout an agent

    Both features are being tracked under CLINB-I-263 in our Product Idea Lab. I would encourage you to vote for this idea if you believe this is a feature we must add to the platform. Our hope is to work on this later in the year but exact delivery has not been determined yet.

    Regards.

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    Jeroen Buis
    Genesys - Product Management
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    Original Message


  • 5.  RE: Remote Agent Logout

    Posted 09-27-2018 13:01
    No replies, thread closed.
    I'm out of votes, but I would if I could. I've commented a vote on the idea in the idea lab.

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    Jonathan Jones
    Kal Tire, LTD
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    Original Message


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