Genesys Cloud - Main

Recently my agents have started experiencing instances of GC randomly logging them out. It happens at varying times throughout the day and when they are in varying status - available, system away, meeting, on queue, etc -- even sometimes when they are connected to live voice interactions. It's happening to enough different agents that user error seems an unlikely explanation. My agents work in the desktop app. This morning I experienced something somewhat similar in the web app when downloading a report - a second tab opened prompting for login credentials.

My next stop will likely be a support ticket, but I first wanted to ask if others are experiencing anything similar. I read the features coming soon and release notes each week and don't recall seeing anything that might explain this, but am wondering if there was an update that that I missed that may be causing this.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Good morning,

What release are you running? We had this issue back in December along with the issue of agent recordings not syncing with the call that they were on. We are on 2.12.644.0. A similar instance occurred later but that was due to an issue with a new firewall service we installed. Have you checked console logs to see if you are getting any error 403 returned from the server?


------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Original Message:
Sent: 03-04-2022 09:27
From: Emily Kammerer
Subject: Agents getting logged out

Recently my agents have started experiencing instances of GC randomly logging them out. It happens at varying times throughout the day and when they are in varying status - available, system away, meeting, on queue, etc -- even sometimes when they are connected to live voice interactions. It's happening to enough different agents that user error seems an unlikely explanation. My agents work in the desktop app. This morning I experienced something somewhat similar in the web app when downloading a report - a second tab opened prompting for login credentials.

My next stop will likely be a support ticket, but I first wanted to ask if others are experiencing anything similar. I read the features coming soon and release notes each week and don't recall seeing anything that might explain this, but am wondering if there was an update that that I missed that may be causing this.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Hi Eric
It's funny you ask - I've been planning to update the desktop app, and over the weekend it clicked that this could be a contributing factor. Right now we're several versions behind. That will definitely be my next step. I haven't seen much yet in the log files I've been able to capture, which has been a bit challenging, but am continuing to monitor those. Keeping my fingers crossed that the app update will resolve this.

Thanks

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 03-07-2022 10:10
From: Eric Allen
Subject: Agents getting logged out

Good morning,

What release are you running? We had this issue back in December along with the issue of agent recordings not syncing with the call that they were on. We are on 2.12.644.0. A similar instance occurred later but that was due to an issue with a new firewall service we installed. Have you checked console logs to see if you are getting any error 403 returned from the server?


------------------------------
Eric Allen
Vervent, Inc.

Original Message:
Sent: 03-04-2022 09:27
From: Emily Kammerer
Subject: Agents getting logged out

Recently my agents have started experiencing instances of GC randomly logging them out. It happens at varying times throughout the day and when they are in varying status - available, system away, meeting, on queue, etc -- even sometimes when they are connected to live voice interactions. It's happening to enough different agents that user error seems an unlikely explanation. My agents work in the desktop app. This morning I experienced something somewhat similar in the web app when downloading a report - a second tab opened prompting for login credentials.

My next stop will likely be a support ticket, but I first wanted to ask if others are experiencing anything similar. I read the features coming soon and release notes each week and don't recall seeing anything that might explain this, but am wondering if there was an update that that I missed that may be causing this.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Ok. Let me know how it goes. I looked at my old tickets and when I reported the similar issue to Genesys it was back in October.

Thank you,

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Original Message:
Sent: 03-08-2022 06:28
From: Emily Kammerer
Subject: Agents getting logged out

Hi Eric
It's funny you ask - I've been planning to update the desktop app, and over the weekend it clicked that this could be a contributing factor. Right now we're several versions behind. That will definitely be my next step. I haven't seen much yet in the log files I've been able to capture, which has been a bit challenging, but am continuing to monitor those. Keeping my fingers crossed that the app update will resolve this.

Thanks

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 03-07-2022 10:10
From: Eric Allen
Subject: Agents getting logged out

Good morning,

What release are you running? We had this issue back in December along with the issue of agent recordings not syncing with the call that they were on. We are on 2.12.644.0. A similar instance occurred later but that was due to an issue with a new firewall service we installed. Have you checked console logs to see if you are getting any error 403 returned from the server?


------------------------------
Eric Allen
Vervent, Inc.

Original Message:
Sent: 03-04-2022 09:27
From: Emily Kammerer
Subject: Agents getting logged out

Recently my agents have started experiencing instances of GC randomly logging them out. It happens at varying times throughout the day and when they are in varying status - available, system away, meeting, on queue, etc -- even sometimes when they are connected to live voice interactions. It's happening to enough different agents that user error seems an unlikely explanation. My agents work in the desktop app. This morning I experienced something somewhat similar in the web app when downloading a report - a second tab opened prompting for login credentials.

My next stop will likely be a support ticket, but I first wanted to ask if others are experiencing anything similar. I read the features coming soon and release notes each week and don't recall seeing anything that might explain this, but am wondering if there was an update that that I missed that may be causing this.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Following back up - We got the desktop app updated at the end of last week, but the logout issue is still happening. Time for a support case I guess.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 03-08-2022 10:19
From: Eric Allen
Subject: Agents getting logged out

Ok. Let me know how it goes. I looked at my old tickets and when I reported the similar issue to Genesys it was back in October.

Thank you,

------------------------------
Eric Allen
Vervent, Inc.

Original Message:
Sent: 03-08-2022 06:28
From: Emily Kammerer
Subject: Agents getting logged out

Hi Eric
It's funny you ask - I've been planning to update the desktop app, and over the weekend it clicked that this could be a contributing factor. Right now we're several versions behind. That will definitely be my next step. I haven't seen much yet in the log files I've been able to capture, which has been a bit challenging, but am continuing to monitor those. Keeping my fingers crossed that the app update will resolve this.

Thanks

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 03-07-2022 10:10
From: Eric Allen
Subject: Agents getting logged out

Good morning,

What release are you running? We had this issue back in December along with the issue of agent recordings not syncing with the call that they were on. We are on 2.12.644.0. A similar instance occurred later but that was due to an issue with a new firewall service we installed. Have you checked console logs to see if you are getting any error 403 returned from the server?


------------------------------
Eric Allen
Vervent, Inc.

Original Message:
Sent: 03-04-2022 09:27
From: Emily Kammerer
Subject: Agents getting logged out

Recently my agents have started experiencing instances of GC randomly logging them out. It happens at varying times throughout the day and when they are in varying status - available, system away, meeting, on queue, etc -- even sometimes when they are connected to live voice interactions. It's happening to enough different agents that user error seems an unlikely explanation. My agents work in the desktop app. This morning I experienced something somewhat similar in the web app when downloading a report - a second tab opened prompting for login credentials.

My next stop will likely be a support ticket, but I first wanted to ask if others are experiencing anything similar. I read the features coming soon and release notes each week and don't recall seeing anything that might explain this, but am wondering if there was an update that that I missed that may be causing this.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Emily,
 
 That's a shame. Makes me wonder now if it's hardware or network connectivity related. One issue we had with our agent's consoles was that the network adapter was set to go into power save mode if there wasn't any activity. This would take the agent offline when they took their lunches which skewed their status report. The other issue is one of our call centers is in an area that gets spotty carrier services. It's not uncommon for our agents in that call center to loose access to the wrap-up codes or script loading. Hope Genesys care will be able to resolve your issue.

Fingers crossed,

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Original Message:
Sent: 03-31-2022 10:46
From: Emily Kammerer
Subject: Agents getting logged out

Following back up - We got the desktop app updated at the end of last week, but the logout issue is still happening. Time for a support case I guess.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 03-08-2022 10:19
From: Eric Allen
Subject: Agents getting logged out

Ok. Let me know how it goes. I looked at my old tickets and when I reported the similar issue to Genesys it was back in October.

Thank you,

------------------------------
Eric Allen
Vervent, Inc.

Original Message:
Sent: 03-08-2022 06:28
From: Emily Kammerer
Subject: Agents getting logged out

Hi Eric
It's funny you ask - I've been planning to update the desktop app, and over the weekend it clicked that this could be a contributing factor. Right now we're several versions behind. That will definitely be my next step. I haven't seen much yet in the log files I've been able to capture, which has been a bit challenging, but am continuing to monitor those. Keeping my fingers crossed that the app update will resolve this.

Thanks

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 03-07-2022 10:10
From: Eric Allen
Subject: Agents getting logged out

Good morning,

What release are you running? We had this issue back in December along with the issue of agent recordings not syncing with the call that they were on. We are on 2.12.644.0. A similar instance occurred later but that was due to an issue with a new firewall service we installed. Have you checked console logs to see if you are getting any error 403 returned from the server?


------------------------------
Eric Allen
Vervent, Inc.

Original Message:
Sent: 03-04-2022 09:27
From: Emily Kammerer
Subject: Agents getting logged out

Recently my agents have started experiencing instances of GC randomly logging them out. It happens at varying times throughout the day and when they are in varying status - available, system away, meeting, on queue, etc -- even sometimes when they are connected to live voice interactions. It's happening to enough different agents that user error seems an unlikely explanation. My agents work in the desktop app. This morning I experienced something somewhat similar in the web app when downloading a report - a second tab opened prompting for login credentials.

My next stop will likely be a support ticket, but I first wanted to ask if others are experiencing anything similar. I read the features coming soon and release notes each week and don't recall seeing anything that might explain this, but am wondering if there was an update that that I missed that may be causing this.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Hello, has a solution been found for this issue? Some of our agents are also experiencing random loggout.. Thanks

------------------------------
Vanessa Ting
Zurich Insurance Group
------------------------------

Original Message:
Sent: 03-04-2022 09:27
From: Emily Kammerer
Subject: Agents getting logged out

Recently my agents have started experiencing instances of GC randomly logging them out. It happens at varying times throughout the day and when they are in varying status - available, system away, meeting, on queue, etc -- even sometimes when they are connected to live voice interactions. It's happening to enough different agents that user error seems an unlikely explanation. My agents work in the desktop app. This morning I experienced something somewhat similar in the web app when downloading a report - a second tab opened prompting for login credentials.

My next stop will likely be a support ticket, but I first wanted to ask if others are experiencing anything similar. I read the features coming soon and release notes each week and don't recall seeing anything that might explain this, but am wondering if there was an update that that I missed that may be causing this.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Hi,

I also have agents experiencing this issue. 

This is happening in the Desktop app and the Web application for us. Did you get any resolution when you opened a ticket? 

------------------------------
Angelica Howard
MidAmerican Energy Company
------------------------------

Original Message:
Sent: 03-04-2022 09:27
From: Emily Kammerer
Subject: Agents getting logged out

Recently my agents have started experiencing instances of GC randomly logging them out. It happens at varying times throughout the day and when they are in varying status - available, system away, meeting, on queue, etc -- even sometimes when they are connected to live voice interactions. It's happening to enough different agents that user error seems an unlikely explanation. My agents work in the desktop app. This morning I experienced something somewhat similar in the web app when downloading a report - a second tab opened prompting for login credentials.

My next stop will likely be a support ticket, but I first wanted to ask if others are experiencing anything similar. I read the features coming soon and release notes each week and don't recall seeing anything that might explain this, but am wondering if there was an update that that I missed that may be causing this.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

We have been seeing this happen once a week or so since January.  Approximately 50 agents will be logged over the course of 1 minute.  That's approximately 75% of our logged in agents.  They are logged into the Salesforce embedded client, and we notice the WebRTC pop up window also disappears at this time.

It's incredibly disruptive since all of a sudden there are queues with no agents available.

If anyone has found a solution, please let me know.

------------------------------
Jennifer DiCesare
Esri Canada
------------------------------

Original Message:
Sent: 11-07-2023 16:42
From: Angelica Howard
Subject: Agents getting logged out

Hi,

I also have agents experiencing this issue. 

This is happening in the Desktop app and the Web application for us. Did you get any resolution when you opened a ticket? 

------------------------------
Angelica Howard
MidAmerican Energy Company

Original Message:
Sent: 03-04-2022 09:27
From: Emily Kammerer
Subject: Agents getting logged out

Recently my agents have started experiencing instances of GC randomly logging them out. It happens at varying times throughout the day and when they are in varying status - available, system away, meeting, on queue, etc -- even sometimes when they are connected to live voice interactions. It's happening to enough different agents that user error seems an unlikely explanation. My agents work in the desktop app. This morning I experienced something somewhat similar in the web app when downloading a report - a second tab opened prompting for login credentials.

My next stop will likely be a support ticket, but I first wanted to ask if others are experiencing anything similar. I read the features coming soon and release notes each week and don't recall seeing anything that might explain this, but am wondering if there was an update that that I missed that may be causing this.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Hi Emily,

By any chance do you have the 'Enable Inactivity Timeout' option checked within your ORG settings? If so, have you tried turning that off to see if there's a different outcome?

Kind Regards,

------------------------------
John Lazarus
Genesys - Employees
------------------------------

Original Message:
Sent: 03-04-2022 09:27
From: Emily Kammerer
Subject: Agents getting logged out

Recently my agents have started experiencing instances of GC randomly logging them out. It happens at varying times throughout the day and when they are in varying status - available, system away, meeting, on queue, etc -- even sometimes when they are connected to live voice interactions. It's happening to enough different agents that user error seems an unlikely explanation. My agents work in the desktop app. This morning I experienced something somewhat similar in the web app when downloading a report - a second tab opened prompting for login credentials.

My next stop will likely be a support ticket, but I first wanted to ask if others are experiencing anything similar. I read the features coming soon and release notes each week and don't recall seeing anything that might explain this, but am wondering if there was an update that that I missed that may be causing this.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

I do not, and we stopped experiencing this issue around 7/2022. It ceased just as mysteriously as it started. I pulled back up my ticket to confirm there was no "fix" found or deployed; it just stopped happening. 

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 11-09-2023 01:56
From: John Lazarus
Subject: Agents getting logged out

Hi Emily,

By any chance do you have the 'Enable Inactivity Timeout' option checked within your ORG settings? If so, have you tried turning that off to see if there's a different outcome?

Kind Regards,

------------------------------
John Lazarus
Genesys - Employees

Original Message:
Sent: 03-04-2022 09:27
From: Emily Kammerer
Subject: Agents getting logged out

Recently my agents have started experiencing instances of GC randomly logging them out. It happens at varying times throughout the day and when they are in varying status - available, system away, meeting, on queue, etc -- even sometimes when they are connected to live voice interactions. It's happening to enough different agents that user error seems an unlikely explanation. My agents work in the desktop app. This morning I experienced something somewhat similar in the web app when downloading a report - a second tab opened prompting for login credentials.

My next stop will likely be a support ticket, but I first wanted to ask if others are experiencing anything similar. I read the features coming soon and release notes each week and don't recall seeing anything that might explain this, but am wondering if there was an update that that I missed that may be causing this.
#Omni-ChannelDesktop/UserInterface
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------