Agent log off due to idle timeout

Last Updated : Jan 30, 2024 |
Prolog information
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Avaya Workspaces supports a programmatic exit from Workspaces due to continued agent inactivity. Agents can get logged off when the agent's session in Avaya Workspaces is idle for a while.
If Avaya Workspaces does not record any mouse movement or keyboard interaction within the configured time, the agent goes into the idle state. Avaya Workspaces for Call Center Elite detects if the agent is idle by recording the keyboard interactions or mouse movement.
The following table provides detailed information on how the agent is logged off from Avaya Workspaces when the the agent's idle time is exceeded:
No active interactions
Scenario
Agent state
System notification for Agent
System notification for Supervisor
Restore actions
When the Workspaces Idle Time-Out Setting (Timer 1 or Idle timer) exceeds
Agent state shows Ready orAfter Contact Work when transitioning to an idle state.
No notification.
Supervisor can see a broken red idle icon next to the name of the inactive agent.
Supervisor receives a notification:
Agent <agent name> has become idle over his time limit.
Note:
If the agent manually sets their state to Not Ready, the keyboard or mouse events will not change the agent state to Ready.
If the agent becomes active, the idle icon disappears and the Timer 1 resets.
Supervisor sees a notification Agent <agent name> has become Active.
Supervisor can also change the agent state manually in the 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.
Agent receives a notification: No activity detected for <Timer1 + Timer2 duration>. Moving to Not Ready state.
For example, No activity detected for 1 min. 5 sec. Moving to Not Ready state.
Supervisor can see that the agent is moved to a Not Ready state.
If the agent becomes active, the agent's state remains Ready. and the Timer 1 and Timer 2 resets.
Supervisor sees a notification: Agent <agent name> has become Active.
When Workspaces Log Off Time-Out Setting (Timer 3 or Log Off timer) exceeds
Agent state changes from Not Ready to Connected and then Exiting the application.
Agent receives a notification and fully exits from Workspaces: Exiting the application due to inactivity.
Supervisor can see that the agent’s state is changed to Logged Off and then to Offline.
If the agent re-login Workspaces, Timer 1, Timer 2, and Timer 3 resets.
Active voice or digital interactions
Scenario
Agent state
System notification for Agent
System notification for Supervisor
Restore actions
When the Workspaces Idle Time-Out Setting (Timer 1 or Idle timer) exceeds
Agent state shows Ready or After Contact Work Pending when transitioning to an idle state.
No notification.
Supervisor can see a broken red idle icon next to the name of the inactive agent.
Supervisor receives a notification:
Agent <agent name> has become idle over his time limit.
Note:
If the agent manually sets his state to Not Ready, the keyboard or mouse events will not change the agent state to Ready.
If the agent becomes active, the idle icon disappears and the Timer 1 resets.
The Supervisor sees a notification Agent <agent name> has become Active.
Supervisor can also change the agent state manually in the Supervisor view agent dashboard.
When Workspaces Time-Out in seconds (Timer 2 or Not Ready timer) exceeds
Agent state changes from Ready to Not Ready Pending.
Note:
Timer 2 setting is in ACM.
Agent receives two notifications exactly before Timer3 starts: No activity detected for <Timer1 + Timer2 duration>. Moving to Not Ready state.
And Interactions will be ended after <Timer1 + Timer2 duration> of inactivity in Not Ready Pending state.
Supervisor can see that the agent is moved to Not Ready Pending state.
Supervisor receives a notification: Interactions will be ended in <Timer1 + Timer2 duration> due to Agent <agent name> inactivity in Not Ready Pending state
If the agent becomes active when the call is still working, the agent's state remains Not Ready Pending. Timer 3 resets.
Supervisor sees a notification: Agent <agent name> has become Active.
When Workspaces Log Off Time-Out Setting (Timer 3 or Log Off timer) exceeds
Agent state changes from Not Ready Pending to Connected and then Exiting the application. The agent also exits from Workspaces.
Agent receives a notification and fully exits from Workspaces: Exiting the application due to inactivity.
Supervisor can see that the agent’s state is changed to Logged Off and then to Offline.
In case the Enable drop all interactions setting is set to false, if the agent becomes active, the agent's state remains Not Ready Pending. Timer 3 resets.
Supervisor sees a notification: Agent <agent name> has become Active.
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.