Configure Environment to Prevent Agent Desktop Logout

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Updated:December 1, 2023
Document ID:220319

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    Introduction

    This document describes how to configure the browser, computer, and application to prevent agents from unexpected logout.

    Prerequisites

    Requirements

    Cisco recommends that you have knowledge of these topics:

    Components Used

    The information in this document is based on these 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 that tabs will not occupy system resources or memory unnecessarily. However, the Agent Desktop application could lose connection if the browser tab goes to sleep mode. Cisco recommends disabling the sleeping tab configuration on the browsers that agents use for Webex Contact Center Agent Desktop.

    Google Chrome

    In the Google Chrome browser, go to Settings > Performance and disable the Memory saver under the Memory heading.

    image1

    Microsoft Edge Browser

    In Microsoft Edge Browser, open up  Settings  and search for  Save resources with the sleeping tabs  configuration. Once you find the configuration, disable It. 

    Image2

    Firefox

    In the Firefox browser address field type  about:config  and click on  Accept Risk and Continue.

    Image3

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

    Image4

    Configure the sleep setting on your Windows Personal Computer (PC) or MAC

    When 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 PC find the Power & sleep settings.

    Image5

    Adjust the sleep setting to the time you wish the agent to be inactive and stay logged in.

    Image6

    MAC

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

    Image7

    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.

    image8

    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 Desktop Profile has Desktop Timeout configured with 20 minutes, the inactive agent logs out after 20 minutes in this case. 

    image9

    Configure network with domain access required for Agent Desktop


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

    Troubleshoot

    If agents still experience logout issues after the suggested configuration above, 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

    Revision History

    Revision Publish Date Comments
    3.0
    01-Dec-2023
    Update
    2.0
    20-Sep-2023
    Initial Release
    1.0
    31-Mar-2023
    Initial Release
    TAC Authored

    Contributed by Cisco Engineers

    • Mykola Danylchuk
      Cisco TAC Engineer
    • Vishal Goyal
      Cisco TAC Engineer

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