Hello, I wanted to ask a question, we are developing a javascript component using the Genesys APIs to have the controls of the interactions in our business front, when performing some tests we have verified that when closing the tab that contains the component the agent does not log off, however, in the front of genesys this does work, what should we do in our development so that closing all the tabs that are using the APIs and Genesys sockets make the agent log off automatically?
Hello,
As Tim wrote in this other post, "The feature to set a user to offline after they have closed the UI is a feature that is strictly tied to the official Genesys UI and is not available to custom apps"
So this only works (closing the tab and having the user logged off after a certain duration) when you are using Genesys Cloud Desktop or the Genesys Cloud Embeddable Framework.
As Tim explained in the post, if you're using something different, you would have to create a service that monitors the connectivity of your custom app and that at least change the presence state of this user to Offline.
You'd probably also have to delete associated station and delete tokens for the user as I just explained here.
Regards,
Thanks Jerome,
you and Tim talk about a backend that monitors the status of the agents and makes a logout, but what should be the logic? How do I detect in that backend service that the agent has closed all tabs where there are integrations with genesys?
Regards.
What Tim explained is that your UI would connect to your backend, and you would implement a logic between your UI and your backend to detect the tab has been closed.
It is not about Genesys Cloud/Platform API.
So you'd have to find a mechanism to leverage between your UI and your backend that can detect the fact that a user has closed his tabs.
I don't have a built-in solution to provide. It depends what you can implement on your backend, ...
What I mean to give an example would be a mechanism leveraging a websocket (with polling/ping exchanged on the socket). If your backend doesn't receive ping requests from the client for a certain duration (like after 15 seconds - the client being supposed to send a ping every 5 seconds) or if your backend doesn't receive a response to a ping request, it would consider the user as unavailable (closed tab, closed browser, lost internet connection).
I understand it is not trivial. But as explained, the "auto-log off" detection (when user closes his tab/browser) is reserved to Genesys Cloud Desktop and the Embeddable Framework.
So if you can't implement a backend service that would be capable of detecting your UI has been closed, a possibility if it fits in your use case, would be to consider leveraging the Genesys Cloud Embeddable Framework.
Regards,
Understood Jerome, thank you very much!
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