Administrators can set Genesys Cloud to log out users automatically after a specified period of inactivity. When Genesys Cloud logs out a user due to inactivity, it changes their presence to Offline and returns the user to the login prompt. After the user logs back in, they return to the same page they were on before Genesys Cloud automatically logged them out. 

Inactivity timeout behavior

After the configured period of inactivity, the session token expires on the platform. However, the user’s presence does not change to Offline, and the login prompt does not appear until the next API request is made using the expired token. Until that request is made, the agent appears logged in both on their own screen and to anyone checking the agent’s status (for example, in profile, chat, or supervisor views). Any request that uses the expired token, whether initiated by the agent or automatically by the desktop application, triggers the presence change to Offline and displays the reauthentication prompt.

If a user is an agent and is On Queue, their routing status changes to Off Queue when they are logged out. To accept new interactions, agents must log in and go back On Queue. Also, when this setting is enabled, Genesys Cloud does not provide a refresh token for code authorization. 

The timeout applies to either an entire organization (all members of the organization) or specific user groups. Administrators can also set different timeouts to multiple user groups, either independently or in combination with the organization-wide timeout. It works for both desktop and web app users, embedded client, or a custom-developed client; and works for organizations that use single sign-on (SSO). For more information about the best practices for embeddable framework, see Understanding Inactivity Timeout Functionality in Embeddable Framework in the Genesys Cloud Developer Center.

To enable the automatic timeout and set the amount of idle time before Genesys Cloud logs out a user, complete the following steps:

1. Click Menu > Account > Organization Settings.
2. Click the Authentication tab.
3. To set an organization-wide inactivity timeout, follow these steps:
   1. Under Inactivity Timeout > Organization-wide timeout, select the Enable organization-wide inactivity timeout checkbox.
   2. In the Timeout minutes field, enter the amount of time in minutes or hours, depending on the selected time unit. You can also use the increase and decrease arrows to adjust the value. The field allows any value between five minutes and eight hours (480 minutes).
4. To set inactivity timeouts for specific user groups, follow these steps:
   
   1. Under Inactivity Timeout > Group-specific timeout, select the Enable group-specific inactivity timeout checkbox.
      Note: If you enable both the organization-wide and group-specific timeouts, the group-specific timeout overrides the organization-wide timeout for the users who belong to the selected user groups.
   2. Click Expand. The Group Bundles section appears. Group bundles let you organize groups by priority so that you can control which settings apply when users belong to multiple groups.
   3. Under Priorities, set the timeout value in the Timeout minutes field.
   4. From the Groups list, select the groups to include in the bundle.
   5. (Optional) Click Add bundle to add more group bundles as needed.
   6. To arrange the group bundles in priority order, drag and drop the group bundle tiles as needed. The priority setting allows you to define which group bundle timeout takes precedence when a user belongs to multiple group bundles.
      Note: You can create up to five group bundles and include up to 25 groups across all bundles.
5. Under Excluded APIs > Default APIs, use the toggle switch to enable or disable any of the default APIs. The enabled APIs cannot reset the inactivity timeout. Genesys recommends that you exclude the following APIs from resetting the timer:
   
   • api/v2/featuretoggles
   • api/v2/diagnostics/newrelic/insights
   • api/v2/diagnostics/trace
   • api/v2/integrations/clientapps
   • api/v2/users/me
6. In the Custom APIs box, type the path of the API that you want to exclude from resetting the inactivity timeout. As you type, the system shows a list of matching APIs from which you can select the required API. The selected APIs cannot reset the inactivity timeout. To remove an API from the exclusion list, click Remove from list.