Original Message:
Sent: 12-11-2024 10:02
From: David Murray
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Yes, I've updated the status of that idea and have merged it with the idea we have been tracking for this - https://genesyscloud.ideas.aha.io/ideas/AMIAM-I-7
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David Murray
Principal Product Manager
Genesys Cloud
Original Message:
Sent: 12-09-2024 11:10
From: Vincent Sabolboro
Subject: Temporary Roll Back of Inactivity Timeout Improvements
@David Murray
Thank you for the update, we are excited to hear that work is moving to enhance this feature. Are you looking to change the status of the idea that was submitted? The current status is "Will Not Implement"
https://genesyscloud.ideas.aha.io/ideas/OP-I-1538
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Vincent Sabolboro
Genesys Cloud SME
Original Message:
Sent: 12-09-2024 04:07
From: David Murray
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Hi Vincent,
This item has taken a lot longer to bring to conclusion than I would have originally hoped but the good news is that the development work on this has been completed. I'm just waiting on a deployment for the final UI changes to production environments. At that point, we will conduct a final QA test to ensure there are no issues prior to releasing to customers. With the upcoming end of year lockdown approaching, my expectation is that the release will occur in mid January.
I've copied below a screenshot of the implementation, which enables admins to fine-tune the Inactivity Timeout feature by excluding any background API calls that are causing the inactivity timer to reset. There are a default/recommended set to APIs which the admin can simply enable. These are the APIs that were included in the enhancement that we rolled back previously as this enhancement was causing an issue for some customers. However, our expectation is that excluding these APIs will address the issue for most customers. But, if it doesn't fully resolve the issue, admins can then review the HAR logs to identify any remaining background APIs and add them to the exclusion list.
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David Murray
Principal Product Manager
Genesys Cloud
Original Message:
Sent: 12-06-2024 14:17
From: Vincent Sabolboro
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Hi @David Murray
Do we have any update? this is causing issue since some agent are not logging out properly after they are done for the day.
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Vincent Sabolboro
Genesys Cloud SME
Original Message:
Sent: 09-12-2023 05:36
From: David Murray
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Hi, my name is David Murray and I've recently joined the Genesys Product Management team. I am taking on responsibility for implementing improvements to the Inactivity Timeout Feature. I will be reviewing the implementation with the Development Team to determine how we make improvements to the feature without incurring the unintended side effects. Keep an eye out for further updates.
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David Murray
Principal Product Manager
Genesys Cloud
Original Message:
Sent: 06-30-2023 14:39
From: Becky Powell
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Hi Lee, please note that the feature itself is still available - we only rolled back an enhancement to exclude certain API calls, because we received multiple reports of conversations being ended mid-interaction. There is no way to reintroduce the initial round of improvements without reintroducing the impact to open interactions. Instead, we will build out controls that customers can use to exclude certain API calls if they choose to accept the potential impact to ongoing interactions. I hope to introduce this new feature set later this year.
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Becky Powell
Director, Product Management
Genesys - Employees
Original Message:
Sent: 06-29-2023 18:01
From: Lee Smith
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Could you please advise where this is at as it is a feature we are needing asap.
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Lee Smith
Genesis Energy
Original Message:
Sent: 06-29-2023 17:54
From: Lee Smith
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Hi @Becky Powell
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Lee Smith
Genesis Energy
Original Message:
Sent: 05-11-2023 17:24
From: Becky Powell
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Update: we are not able to roll forward this feature without reintroducing customer impact. We are currently evaluating other options to improve the Inactivity Timeout feature.
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Becky Powell
Director, Product Management
Genesys - Employees
Original Message:
Sent: 04-21-2023 12:30
From: Becky Powell
Subject: Temporary Roll Back of Inactivity Timeout Improvements
Please note that we have temporarily rolled back a recent improvement to the Inactivity Timeout feature.
Customers reported that the change to exclude certain API calls from resetting the timer caused some agents to be disconnected from interactions. In response we have decided to roll that change back temporarily until we can mitigate the issue.
We are aiming to have the feature re-enabled soon. Please watch this post for updates - we will let you know when we toggle the feature back on.
We apologize for any inconvenience.
#Roadmap/NewFeatures
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Becky Powell
Director, Product Management - Core Platform
Genesys Cloud
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