Thank you for responding, @VaunMcCarthy. I have done a ton of investigation with this user including digging through application and network logs to prove that the user is not being logged off the machine, and the machine is powered on and not in hibernate or standby mode..
Unfortunately I have yet to receive help on this from the vendor Genesys forces us to use or Genesys themselves. According to them, the logs state that the user is being logged out of the application. And, per Genesys, "the logs are the logs and logs don't lie". After that I gave up trying to find a solution for quite some time until I found this possible solution. Unfortunately, it does not seem to have changed anything.
I guess I'll just have to tell her to always keep the tab open and watch for it to set her off-queue since the software continues to malfunction and Genesys has no intention of helping. At this point, I am wishing we had selected a solution other than Genesys.
Not sure if this would help Heather, but have you tried having the user run the developer tools in the browser, leaving it running from before and shortly after they get "logged" out to see what shows up there? When I do this myself and click the actual Logout button I see a request to:
https://apps.mypurecloud.com.au/api/v1/logout
If it was something else logging them out or expiring the token I'd expect to see something else in the browser console log.
Thanks, @VaunMcCarthy. I have tried to get my agents to do this before, but have had little success obtaining them since we are not co-located. Since this seems to be the only lead available to me, I will have to pick up there and hope this round ends up more fruitful.
From a general suggestion standpoint in case anyone from Genesys is still paying attention, would it be possible to have a feature built out that allows the admin to record agent browser network sessions? If something like this were available, it would save the app admins a ton of time trying to track down what is causing these issues in the future.
Thanks,
Heather
There's something on the roadmap that's supposed to let us get these type of browser console logs remotely. I haven't checked the status of that for a while but hopefully it can be enabled by an Admin and posted somewhere without the user needing to do anything.
Hi Heather, my apologies that I missed your original post.
If you could, when this happens again, email me at becky.powell@genesys.com with the user ID of the agent who is logged out unexpectedly?
Per your question: "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?" - we plan to introduce an additional field to the audit API to indicate whether a user was logged out by supervisor, by the system upon timeout, or directly.
thanks @Becky_Powell for the enhancement notification, may I know if this inactivity timeout is also apply to the wallboard? In case customer is using the admin or wallboard account for performance monitoring by sharing dashboard on the big screen in contact center, is the dashboard application consider as exception?
Hi Walter! We don’t distinguish wallboard users from regular users, so they would be subject to timeout. That said, I tested most of the performance views and they all seem to generate enough API activity behind the scenes to prevent inactivity timeout.
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