Genesys Cloud - Main

Hello,

some of our agents are automatically logged out of the Cloud CX. This happens both when the agents are working in other systems or when they are on break.

For example, the agent goes into the "Brake" state and when this agent comes back, it is in the "Available" state. The status report shows that the Cloud CX has logged out the user and has logged in again after he was back. The person only noticed it because the status has changed.

We use Microsoft's SSO and use the Edge Browser. We have already disabled Sleep Mode in the browser, but the problem continues to occur.

Does anyone know why the problem is occurring or what setting we could make?

Best regards

Hello Florian,

This sounds like we are losing connection with those agents while they are away from the computer on their break. Does this also happen if they use another browser like Chrome, or a non Chromium based browser like Firefox?

If you are using a cloud proxy or firewall, I would recommend making sure that all Genesys Cloud traffic is bypassed / whitelisted.

Hello,

some of our agents are automatically logged out of the Cloud CX. This happens both when the agents are working in other systems or when they are on break.

For example, the agent goes into the "Brake" state and when this agent comes back, it is in the "Available" state. The status report shows that the Cloud CX has logged out the user and has logged in again after he was back. The person only noticed it because the status has changed.

We use Microsoft's SSO and use the Edge Browser. We have already disabled Sleep Mode in the browser, but the problem continues to occur.

Does anyone know why the problem is occurring or what setting we could make?

Best regards

Hi Jason,

We haven't seen this connectivity issue happen with our customers.

We're planning to set up Microsoft Entra ID for SSO soon. Could using Entra ID as the SSO provider potentially be related to, or even cause, that specific connectivity problem? While I don't believe the SSO implementation itself is likely to cause this we'd appreciate your thoughts on whether the SSO itself might be a factor.

Hello Florian,

This sounds like we are losing connection with those agents while they are away from the computer on their break. Does this also happen if they use another browser like Chrome, or a non Chromium based browser like Firefox?

If you are using a cloud proxy or firewall, I would recommend making sure that all Genesys Cloud traffic is bypassed / whitelisted.

Hello,

some of our agents are automatically logged out of the Cloud CX. This happens both when the agents are working in other systems or when they are on break.

For example, the agent goes into the "Brake" state and when this agent comes back, it is in the "Available" state. The status report shows that the Cloud CX has logged out the user and has logged in again after he was back. The person only noticed it because the status has changed.

We use Microsoft's SSO and use the Edge Browser. We have already disabled Sleep Mode in the browser, but the problem continues to occur.

Does anyone know why the problem is occurring or what setting we could make?

Best regards

Hello,

some of our agents are automatically logged out of the Cloud CX. This happens both when the agents are working in other systems or when they are on break.

For example, the agent goes into the "Brake" state and when this agent comes back, it is in the "Available" state. The status report shows that the Cloud CX has logged out the user and has logged in again after he was back. The person only noticed it because the status has changed.

We use Microsoft's SSO and use the Edge Browser. We have already disabled Sleep Mode in the browser, but the problem continues to occur.

Does anyone know why the problem is occurring or what setting we could make?

Best regards

Hello,

some of our agents are automatically logged out of the Cloud CX. This happens both when the agents are working in other systems or when they are on break.

For example, the agent goes into the "Brake" state and when this agent comes back, it is in the "Available" state. The status report shows that the Cloud CX has logged out the user and has logged in again after he was back. The person only noticed it because the status has changed.

We use Microsoft's SSO and use the Edge Browser. We have already disabled Sleep Mode in the browser, but the problem continues to occur.

Does anyone know why the problem is occurring or what setting we could make?

Best regards

Hello,

some of our agents are automatically logged out of the Cloud CX. This happens both when the agents are working in other systems or when they are on break.

For example, the agent goes into the "Brake" state and when this agent comes back, it is in the "Available" state. The status report shows that the Cloud CX has logged out the user and has logged in again after he was back. The person only noticed it because the status has changed.

We use Microsoft's SSO and use the Edge Browser. We have already disabled Sleep Mode in the browser, but the problem continues to occur.

Does anyone know why the problem is occurring or what setting we could make?

Best regards

Hello,

some of our agents are automatically logged out of the Cloud CX. This happens both when the agents are working in other systems or when they are on break.

For example, the agent goes into the "Brake" state and when this agent comes back, it is in the "Available" state. The status report shows that the Cloud CX has logged out the user and has logged in again after he was back. The person only noticed it because the status has changed.

We use Microsoft's SSO and use the Edge Browser. We have already disabled Sleep Mode in the browser, but the problem continues to occur.

Does anyone know why the problem is occurring or what setting we could make?

Best regards

Hello,

some of our agents are automatically logged out of the Cloud CX. This happens both when the agents are working in other systems or when they are on break.

For example, the agent goes into the "Brake" state and when this agent comes back, it is in the "Available" state. The status report shows that the Cloud CX has logged out the user and has logged in again after he was back. The person only noticed it because the status has changed.

We use Microsoft's SSO and use the Edge Browser. We have already disabled Sleep Mode in the browser, but the problem continues to occur.

Does anyone know why the problem is occurring or what setting we could make?

Best regards