Log out universally from all clients

AI-generated summary

Genesys Cloud provides administrators with universal logout functionality that synchronizes user sign-out actions across Genesys Cloud and integrated third-party applications such as CRM systems. Accessed through Menu > Account > Organization Settings under the Authentication tab, the Universal Logout checkbox enables administrators to configure whether agent logouts from any single application trigger automatic logouts from all connected applications. When enabled, all user tokens expire upon logout, including those for mobile clients, ensuring consistent session termination across integrated systems. When disabled, agents may remain active in other applications where they have not explicitly logged out. The feature requires Directory > Organization – Admin permissions to configure and takes effect immediately upon saving. Organizations should consider mobile client usage before enabling this setting, as it will log out users from mobile applications when they log out from integrated applications.

PrerequisitesClick to expand

Organizations often integrate Genesys Cloud with multiple applications such as customer relationship management (CRM) systems. In such cases, when an agent logs out from Genesys Cloud or other applications, they are not automatically signed out from all the applications. This behavior results in inconsistent user sessions, as the agent can remain active in other application where they have not logged out explicitly. Enabling the universal log out setting synchronizes user-initiated log outs between Genesys Cloud and other integrated applications.

Note: When you enable the universal log out feature, all tokens for the user expire when the user logs out, including the mobile client. If your organization uses the mobile client and you do not want the users to be logged out from the mobile client when they log out from an integrated application, do not enable this feature.

Click Menu > Account > Organization Settings.
Click the Authentication tab.
Under Genesys Cloud Login, select or clear the Universal Logout checkbox:
- If selected, when an agent logs out of one application, including Genesys Cloud, they log out of all integrated applications.
- If cleared, when an agent logs out of one application, they may not fully log out of the other integrated applications.
Click Save.

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