Activity timeout extended

You asked - we are answering! We are extending the max inactivity timeout from 15 minutes to 8 hours. This change will hit production in the next few weeks. I will send another message once this change is in place.

Thank you all for your feedback!
-Becky

3 Likes

Hi @Becky_Powell!

We are glad to hear this feature is coming and the timeout is being extended to up to 8 hours. I'm trying to set up a group of folks in one of our orgs with this beta which will need the longer timeout in place, so I wanted to clarify timing here. Is this 8 hour timeout is available yet or if there is an ETA of when we might expect it to be out?

Thanks!
-Monica

Hi Monica - the timeout extension is in code review now. I am hoping to get it into prod next week. I will make an announcement here in the forum once the extension is available.

Best,
-B

1 Like

Great - thank you for the info Becky! Looking forward to hearing when this is ready!
-Monica

Hi @Becky_Powell ! Just wanted to check back in here since it has been a couple weeks - is the timeout extension headed into Prod soon?

-Monica

Hi Becky - is there an update on how the code review for this is going? I'd like to set this beta up for one of my teams to help test out, but they will not be able to test this for their use case effectively without this timeout extension in place.

-Monica

Activity timeout has been extended to up to 8 hours. To implement:

From Postman:

PUT /api/v2/tokens/timeout

Request body:

{
"idleTokenTimeoutSeconds": 0
}

note that "idleTokenTimeoutSeconds" valid range is 300 - 28800 seconds

From API Explorer:

https://developer.genesys.cloud/developer-tools/?swaggeroverride=https://api.mypurecloud.com/api/v2/docs/swaggerpreview

  1. Click API Explorer > Tokens
  2. Click PUT api/v2/tokens/timeout
  3. Enter a valid value in the "idleTokenTimeoutSeconds" field (300-28800 seconds)
  4. Click Send Request
2 Likes

Hi Becky,

Now that the extended timeout has been in beta for a while, do we have an idea when the auto-logout for inactive users be released to prod? I have several customers asking about this on a regular basis.

Thanks!

I plan to go GA later this month, shortly after we release the new API endpoint that allows users to disable the timeout setting.

Have been running this for a week at 2 hour timeout and have had 0 complaints so far. Has worked with the dashboards and logged out the users.

Thank you for the feedback Ryan!

Hello Becky,

It appears that this is currently not logging users our even though when originally launched it was working. What would be the best way to go about troubleshooting this. When I ran the GET/api/v2/tokens/timeout I got the following results
{
"idleTokenTimeoutSeconds": 7200,
"enableIdleTokenTimeout": true
}
so it appears to be setup properly.
I understand this is in Beta stage so I just wanted to help understanding if there's any troubleshooting I can do.

Thanks,
Ryan Schmidt

Hi Ryan, thanks for your question. I would expect the token to become invalid 7200 seconds after the user closed the app and shut down. The user's session at the auth server and their IDP may continue unaffected, causing a new access token request to go through without the need to enter credentials. I hope this helps!

Is this GA now Becky?

@Becky_Powell & @VaunMcCarthy - I believe Vaun may be seeing the same thing we are - based on what our agents are seeing, we’ve got a few of our orgs starting to mention that they are getting kicked out of Genesys / status is kicking them out of On-Queue / etc. roughly every 10 minutes if they are not frequently taking calls, and these seem to me to be issues related to this Activity Timeout Beta which was slated to release to Prod end of February.

We had enabled this setting via the Beta APIs for the first couple of our orgs, but the rest of our orgs have not had this timeout setting set to a longer duration yet. As I’ve heard from our teams, I’ve been trying to find the API Explorer for this setting via the Developer Portal, but the Tokens > Timeout option is not showing from the Prod view – only the following is there. (I’ve been able to access the Beta link provided in this Forum, but anyone not already given access here may not be able to see this.)

Prod View

Beta Link: https://developer.genesys.cloud/developer-tools/?swaggeroverride=https://api.mypurecloud.com/api/v2/docs/swaggerpreview

Beta View

We've also entered a case to support for this ( Case # 0003092641). Would you be able to reach out internally to determine how this should be added to the API Explorer list for everyone to view?

Thanks!
-Monica

Hi Monica, the feature is still in beta, so it should not display in the developer tools outside of the link that you shared (https://developer.genesys.cloud/developer-tools/?swaggeroverride=https://api.mypurecloud.com/api/v2/docs/swaggerpreview). If you are seeing those APIs exposed elsewhere, can you please share the link with me?

Hi Vaun, no, this feature is not GA yet. We are currently building out the UI components. Thank you!

Thanks for the clarification @Becky_Powell! No we are not seeing those APIs exposed else where, but our customer teams that had not seen the existing timeout settings as an issue a few months back are starting to note that Genesys appears to be automatically set to "kick them off queue" after roughly 10 minutes.

So I suppose since this is still in Beta, a better question would be, do you have an ETA on when we should expect this to go live for GA?

Hello @Becky_Powell,
I used this endpoint to set our timeout to one hour last week. However, I am still getting reports of one of my agents being logged out of the system more frequently; about every half hour. Is there an endpoint I can use to verify the setting has not been changed since I last set it? Also, is it possible to see why an agent has been logged off, whether it be due to inactivity, clicking logout, or some other reason that might explain what I am seeing? Any help you can provide would be appreciated.
Thank you,
Heather

Update since it has been 2 full days with no response:
@Becky_Powell are you not the correct person to tag with this question? I really do need help.
Thank you,
Heather.

Since I am being ignored by both this forum and customer support on this issue, who do I escalate to?

HI Heather

You can use the same API (under the Beta Swagger Bypass) but do a GET instead of a PUT. That will give you current settings. Have you also checked to make sure some of this isn't the user's PC itself going into hibernation/standby/power saving etc?