Agents are expected to log out of Avaya Workspaces after completing the assigned tasks. However, agents often do not use the logout option. Hence, they remain signed in to Avaya Workspaces even when they close their browser or tab. Not logging out results in the following issues:
Agents continue to receive inbound interactions
Agents remain signed in, which results in inaccurate billing
To address these issues, account administrators can use the browser disconnect timer options under Contact CenterConfigurationBrowser Disconnect, to configure the time when an agent is automatically logged out or made unavailable from Avaya Workspaces. The Browser Disconnect section contains the following two configurable options:
Auto Agent Logout: Moves agents from the Ready or Not Ready state to the Logged Out state 300 seconds after the browser disconnection or closure.
Auto Agent Not Ready: Moves agents from the Ready to the Not Ready state 30 seconds after the browser disconnection or closure. This timer is ignored if the value exceeds the Auto Agent Logout timer.
Note:
The values mentioned above, 300 seconds for Auto Agent Logout and 30 seconds for Auto Agent Not Ready, are the default values. For information about changing these values, see Editing the default timers to change agent states.
If an agent disconnects or closes the browser even when there are existing interactions, the following occurs:
The assigned digital interactions remain with the agent till the agent signs back and resolves them.
The assigned voice interactions disconnect with no chance of recovery.
