I have agents who assure me they are logging off each day and also that they are closing down their PC but they are still showing as available on a queue. I believe there was a setting to automatically log out an agent when their PC was shut down but I can’t find it to check if this is still set.
How do I check that agents will be logged off on PC shut down? And if this isn’t now a setting, how do I get round people remaining logged on at the end of the day?
Thank you
Under “Contact Centre”,
Select the required Group and
click “Advanced” on the side menu.
Under “Agent Settings” is an option: “Automatically log out agents on exit:” - tick the box to enable it.
There is a pop-up note next to this that says, “Web browser only - this setting is always enabled for agents using the Desktop application”
Hope that helps.
Rgds,
Chris.
Thank you, that’s what I was expecting to see so thought I was going crazy when I couldn’t find it. And I couldn’t find it because it’s not there on mine
It does log out agent after “Not Responding” but I’m more interested in when we’re closed and people remaining logged in affecting the stats of idle time.
Oh, that’s interesting - I’ve not seen that “…after ‘Not Responding’” option before.
May be it’s a feature on a newer version? We’re currently on 5.10.3
Good morning @CathyS, and @chris.goodchild.
When we upgraded Converse, we lost that functionality also. Since the upgrade, the status of agents who don’t actually log out before closing their browser is “frozen” on the dashboards and that can be misleading when considering who is/isn’t available.
Looking at the notes for 5.12, it seems the change was made then and the auto-log out functionality was changed to the not responding feature.
Éanna
Just an upvote, our CSC team would prefer to have this feature returned as an option for the same reason, please.
Hello everyone,
I’m Jonathan Gunner, the Product Success Manager for Liberty Converse and Converse CX.
I wanted to take a moment to explain the recent changes we’ve made to the auto-logout functionality starting from Converse 5.12, which we’ve also implemented in Converse CX.
Why We Changed the Auto-Logout Process:
Previously, the system determined when to auto-log out agents by monitoring the connection between the agent’s application (either browser or desktop app) and our servers. If there was no activity detected for at least a minute, we assumed the session had ended (due to the browser/app being closed) and, if auto-logout was enabled, the agent would be logged out of their group.
This approach worked well for many years. However, updates from Google and Microsoft introduced power optimization features in Chrome and Edge. These updates cause inactive tabs to “sleep,” which disconnects the session from Converse—even when the agent is still actively working but hasn’t interacted with the app for a while or has minimized it to focus on other tasks.
As a result, many customers had to disable the auto-logout feature to avoid unintended logouts.
Our New Approach:
To address this, we’ve introduced a new method. Now, the system will trigger an auto-logout if an agent fails to accept a set number of consecutive interactions (calls, emails, chats). This approach ensures agents are only logged out when there’s a clear indication they are unavailable, rather than relying solely on background connection status.
We Value Your Feedback:
We understand this change may impact your workflows differently, and we’d love to hear your thoughts. If this new approach doesn’t work well for your team, please share your feedback with us. It will help us continue refining the experience to better meet your needs.
Thank you for your continued support.
Best regards,
Jonathan Gunner
Product Success Manager, Liberty Converse & Converse CX
Hi Jonathan,
I was wondering if you could clarify the circumstances required for the auto log out to happen with the new process. We only appear to have on user reporting being logged out which is a user who works on our main reception so isn’t always active on Liberty, however my attempts to recreate the logout don’t seem to be working as sitting idle doesn’t log me out.
Our settings are currently set to a 30 second Not Responding time and 3 occurances log you out.
Thanks,
Lennon
Hi Lennon,
To clarify, sitting idle wont result in a log out. If we present a call, email or chat to the agent and they dont answer it within the maximum alerting duration, this counts as 1 attempt. If the agent fails to accept 2 further consecutive attempts to reach them then that will initiate the auto logout.
We do add an entry to the Agent Audit log to indicate when this has happened.
One thing to check is if Sleeping Tabs is enabled in the Browser. This is an energy-saving option within Edge (and other browsers) that puts tabs to sleep if inactive for a period of time. This can cause the app to stop sending requests to the system.
