Agent log off due to browser disconnect

Last Updated : Oct 27, 2023 |
Prolog information
Metadata
Keywords:
Avaya Workspaces supports a forced exit from Workspaces if the agent's browser gets disconnected. Agents can get logged off when the agent's browser gets disconnected due to any error condition that causes Avaya Workspaces to be unreachable from the server. The agent can get disconnected due to various reasons, such as browser refresh, browser crash, network changes, system shutdown or sleep, or Avaya Breeze® platform load balancer failure.
The following table provides detailed information on how the agent is logged off from Avaya Workspaces when the agent's browser gets disconnected:
No active interactions
Scenario
Agent state
System notification for Agent
System notification for Supervisor
Restore actions
When agent's browser disconnects
Agent state shows Ready or After Contact Work.
No notification.
Supervisor can see a broken red disconnect icon next to the name of the inactive agent.
Supervisor receives a notification:
<Agent name> has disconnected from the contact center, they are currently in a <Agent state> state.
If the agent reopens the browser tab, the disconnect icon disappears.
Supervisor can change the agent state manually in Supervisor view agent dashboard.
When the Workspaces Time-Out in seconds (Timer 2 or Not Ready timer) exceeds
Agent state changes from Ready or After Contact Work to Not Ready.
Note:
Timer 2 setting is in ACM.
No notification.
Supervisor can see that the agent is moved to Not Ready.
Supervisor receives a notification:
<Agent name> has disconnected from the contact center, and has been moved to a Not Ready state.
Agent can manually change the state from the Agent toolbar.
When Workspaces Log Off Time-Out Setting (Timer 3) exceeds
Agent state changes to from Not Ready to Logged Off and then to Offline. The agent also exits from Workspaces.
No notification.
Supervisor can see that the agent’s state is changed to Logged Off and then to Offline.
Supervisor receives a notification:
Agent <agent name> has become disconnected and was automatically deactivated.
Agent can manually change the state from the Agent toolbar.
Active voice or digital interactions
Scenario
Agent state
System notification for Agent
System notification for Supervisor
Restore
When agent browser disconnects
The agent maintains their status as Ready/After Contact Work when transitioning to an idle state.
No notification.
Supervisor can see a broken red disconnect icon next to the inactive agent's name.
Supervisor receives a notification:
<Agent name> has disconnected from the contact center, they are currently in a Ready state.
If the agent reopens the browser tab the disconnect icon disappears.
Supervisor can change the agent state manually in the Supervisor view agent dashboard.
When Workspaces Not Ready Time-Out Setting (Timer 2) exceeds
Agent state changes from Ready or After Contact Work Pending to Not Ready Pending.
Note:
Timer 2 setting is in ACM.
No notification as browser closes.
Supervisor can see that the agent is moved to Not Ready Pending.
Supervisor receives a notification:
Interactions of Agent <agent name> will be dropped due to Browser crash
Agent <agent name> has disconnected from the contact centre, and has moved into a Not Ready state.
If the agent reopens the browser tab, the disconnect icon disappears.
Supervisor can change the agent's state manually in Supervisor view agent dashboard.
When Workspaces Log Off Time-Out Setting (Timer 3) exceeds
Agent state changes from Not Ready Pending to Logged Off and then to Offline. The agent also exits from Workspaces.
No notification
Supervisor can see that the agent’s state is changed to Logged Off and then to Offline.
Supervisor receives a notification:
Agent <agent name> has become disconnected and was automatically deactivated.
When the agent does not have any active interactions, the agent will be moved to Logged Off and then to Offline.
Important:
  • If the Enable drop all interactions setting is set to true in System Manager, Workspaces drops all interactions after Timer 3 exceeds, and the agent exits the application.
  • If the Enable drop all interactions setting is set to false, in System Manager, Workspaces does not drop the interaction after Timer 3 exceeds. The agent does not exit the application until all interactions are closed.