Hi community,
We are trying to understand what is the optimum value to set for the automatic inactivity time out. The default is 480 min which seems too high. If we set a lower threshold (e.g. 60 mins) and someone was in, for example, training and not actively engaging with Genesys during that time
(although they would be in the appropriate status) would they get logged out and if so would that create adherence issues with WFM?
I also noticed that setting 15 mins in Genesys cloud trial version didn't actually log me out when I was not online for about 12 hours. I could
see in my subscription that I was online for 10 hours.
#Implementation
#NewToPurecloud
#WFM
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Best regards,
Aparna
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Original Message:
Sent: 07-05-2022 17:05
From: Paul Dittrich
Subject: Automatic Inactivity Time Out
There's more information on the developers forum here: https://developer.genesys.cloud/forum/c/betas/auto-logout-inactive-users/43
Including a post with FAQ.
"I have set this feature for my org but users aren't being logged out even though they don't enter a single key stroke for over 15 minutes.
Genesys Cloud defines "timeout" as the absence of any API activity for the set duration of time. For example, an agent may step away from an email interaction, but the client may be making API calls behind the scenes. In this case, the user is not logged out because the system detects activity. You can see API activity by opening the Developer Console from whichever page you are working in and watching for any API calls that contain an access token in the Authorization header."
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Paul Dittrich
Genesys - Employees
Original Message:
Sent: 06-30-2022 10:01
From: Amanda Logue
Subject: Automatic Inactivity Time Out
Release Notes for 6/29/22: Administers can set Genesys Cloud to log out users automatically after a specified period of inactivity.
If a user is an agent and is On Queue, their routing status changes to Off Queue when they are logged out. To accept new interactions, agents must log in and go back On Queue.
Can you please explain what the definition of "inactivity" is? Not interacting? Not clicking around in Genesys? This impacts each line of business differently because their activity level varies.
#Implementation
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Amanda Logue
Independent Health Association, Inc.
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