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  • 1.  Users claiming that Genesys is logging them off automatically

    Posted 12-27-2023 21:03
    No replies, thread closed.

    Hello All,

    We have a situations were users are claiming that Genesys is logging them off.

    At first it was only one of our users claiming that they are being logged off automatically. The agent will be sitting at their desk and not be receiving any calls. Then the persons manager will notice the dashboard that they are logged off.

    This time it happened to a trustworthy employee and was wondering if there is a way to see log off reasons in the Genesys Logs.

    Any help will be appreciated.

    Thanks


    #PlatformAdministration
    #Unsure/Other

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    Humza Abdullah
    First Rescue New Zealand Ltd
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  • 2.  RE: Users claiming that Genesys is logging them off automatically

    Posted 12-27-2023 21:28
    No replies, thread closed.

    Check in your ORG settings for the idle timeout at the very bottom of rhe page.  If not turned on, check the power settings in the browser to make sure the tabs are not being put to sleep or whotelist your Genesys Cloud pages.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Users claiming that Genesys is logging them off automatically

    Posted 12-29-2023 16:43
    No replies, thread closed.

    Hello Humza:

    I had similar issues with my agents going into no response and timing out issues. After some research, we noticed the tabs that hosted Genesys within the browser were going to sleep. We added Genesys to the browser exception rule, "Never put these sites to sleep," and it was successful. I am no longer getting calls from my agents regarding this issue. Most of my agents use Microsoft Edge (about 75%), and the rest use Chrome or Firefox.  



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    Mario Martinez
    Meijer Great Lakes Limited Partnership
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