Configure Environment to Prevent Agent Desktop Logout

Introduction

This document describes how to configure the browser, computer, and application settings to prevent agents from being logged out unexpectedly.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Webex Contact Center Portal
• Webex Contact Center Agent Desktop (cisco.com)
• WxCC 2.0
  
  

Components Used

The information in this document is based on this software versions:

• WxCC 2.0

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Configure

Configure Browsers

When a browser has an active setup for the sleeping tab feature, it puts inactive tabs (that you have not accessed for minutes/hours) to sleep mode or suspends those tabs. That is helpful so tabs cannot occupy system resources or memory unnecessarily. However, the Agent Desktop application could lose connection if the browser tab goes into sleep mode. Cisco recommends disabling the sleeping tab configuration on the browsers that agents use for the Webex Contact Center Agent Desktop.

Google Chrome (chrome://settings/performance)

In your Google Chrome browser, navigate to Settings > Performance

Add your WxCC dedicated location desktop URL: https://desktop.wxcc-(DC).cisco.com: (for example, https://desktop.wxcc-us1.cisco.com).

Disable Memory Saver mode

Disable Energy Saver mode

Microsoft Edge Browser (edge://settings/system/managePerformance)

In your Microsoft Edge Browser, navigate to Settings > System and Performance > Performance

Add your WxCC dedicated location desktop URL: https://desktop.wxcc-(DC).cisco.com: (for example, https://desktop.wxcc-us1.cisco.com).

Disable Energy Saver mode

Disable Memory mode

Firefox 

In your Firefox browser address field type, about:config and click Accept Risk and Continue

Search for: browser.tabs.unloadOnLowMemory and change the configuration to false

Configure the Sleep Setting on your Windows Personal Computer (PC) or MAC

When your PC or MAC goes to sleep, it can cause the Agent Desktop application to lose connectivity with the Cloud and log out of the agent. Cisco recommends adjusting the sleep configuration to prevent the Agent Desktop application from logging out. 

Windows PC

On your PC, find the Power & Sleep Settings

Adjust the sleep settings to the time you want the agent to be inactive and stay logged in.

MAC

On your MAC, find the Energy Saver configurations and make sure you have a check for Prevent your Mac from automatically sleeping when the display is off.

Configure Desktop Inactivity Timeout

If the tenant is configured with Desktop Inactivity Timeout, inactive agents are automatically logged out after the specified time in the configurations. 

If the desktop-inactivity-timeout is on, you can enable or disable the Feature Flag in the Webex Contact Center Admin portal and adjust the time per your business requirements.

Be aware that the Agent Timeout configurations in the Desktop Profile overwrite the tenant timeout configurations. For example, if the tenant timeout is configured with 30 minutes but the Desktop Profile has the Desktop Timeout configured with 20 minutes, the inactive agent logs out after 20 minutes in this scenario. 

Configure Network with Domain Access Required for Agent Desktop

To ensure that the Desktop responds as expected on your network, add these domains to the Firewall/Virtual Private Network (VPN) allowed list:

• https://*.broadcloudpbx.net:443
• https://cdn.jsdelivr.net 
• https://cdnjs.cloudflare.com 
• https://*.cisco.com:443
• https://*.ciscoccservice.com:443
• https://*.ciscospark.com:443
• https://*.cloudcherry.com:443
• https://*.imiengage.io:443
• https://*.jquery.com:443
• https://*.mixpanel.com:443
• https://*.pendo.io:443
• https://*.split.io:443
• https://*.wbx2.com:443
• https://*.webex.com:443
• https://ciscoccservice.com:443
• https://cloudcherry.com:443
• https://imiengage.io:443  
• https://jquery.com:443
• https://mixpanel.com:443
• https://unpkg.com:443
• https://*.lr-ingest.com:443

Troubleshoot

If agents still experience log out issues after setting up the suggested configurations, please engage TAC with the Error Report and Browser networking (HAR) logs (steps to collect them are provided in the Capture Browser Logs section) to troubleshoot further. 

Related Information

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Revision History

Revision	Publish Date	Comments
5.0	01-Jun-2026	Updated Alt Text, spelling, updated intro, grammar, and formatting.
4.0	27-Feb-2025	Added Alt Text. Updated Style Requirements, and Formatting.
3.0	01-Dec-2023	Update
2.0	20-Sep-2023	Initial Release
1.0	31-Mar-2023	Initial Release