Log an agent out of Genesys Cloud

AI-generated summary

Genesys Cloud provides supervisors with capabilities to log agents out of the platform through multiple views including Queues Activity Detail, Agents Performance , and Agents Status . Supervisors require specific permissions including Analytics View, Queue Observation View, User View, Directory View, Supervisor Queue Details View, Supervisor Status Control View, OAuth Token Delete, and Telephony Station Disassociate permissions to perform this function. To log out an agent, supervisors navigate to the appropriate queue or agent view, hover over the agent's presence dot, and select "Log off," which terminates all active connections for that agent. When a supervisor logs out an agent, station disassociation occurs only if the supervisor holds the Telephony Station Disassociate permission; otherwise, the agent remains associated with the station. This functionality applies to agents logged in through standard methods and Single Sign-On (SSO). If an agent is currently On Queue, their status must be changed to Off Queue before the Log off option becomes available. Agents can also self-initiate logout through the Genesys Cloud web or desktop application, with station disassociation dependent on the agent possessing the Telephony Station Disassociate Self permission

PrerequisitesClick to expand

The following permissions:

Analytics > Conversation Aggregate > View
Analytics > Conversation Detail > View
Analytics > Queue Observation > View
Directory > User > View
Routing > Queue > View
UI > Supervisor Queue Details > View
UI > Supervisor Status Control > View
Telephony > Station > Disassociate

To log an agent out of Genesys Cloud:

OAuth > Token > Delete
Telephony > Station > Disassociate Self

Log out an agent

Log out an agent in the following views:

Important: When you log out an agent, all active connections will be ended.

Note: Supervisors can log out agents, including agents who are logged in through SSO. When a supervisor logs out an agent, Genesys Cloud disassociates the agent’s station only if the supervisor has the Telephony > Station > Disassociate permission. Otherwise, the agent remains associated with the station after logout. If the agent logs out from the Genesys Cloud web or desktop app, Genesys Cloud disassociates the station only if the agent has the Telephony > Station > Disassociate Self permission. Otherwise, the station remains associated, allowing the agent to continue answering ACD calls on a mobile device.

Here’s an example of how to log an agent out of Genesys Cloud in the Queues Activity Detail view.

To log an agent out of Genesys Cloud, complete the following steps:

Go to Performance > Queues Activity.
Click Menu > Analytics > Analytics Workspace.
Click and select Queue Activity.
Select a queue in which the agent is a member.
From the queue's activity detail view, hover over the presence dot beside an agent's name.
To log out an agent, click Log off. If the agent is On Queue, set the agent's status to Off Queue, and then click Log off.

Note: To display the Log off option when the agent is On Queue, click On Queue.

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