I need to extend the time it takes for an agents presence state to timeout and get set to offline in Agent workspace

[Rob53]

Currently agents seem to be getting set to offline after 30 minutes of inactivity. we have an advanced support team that often goes longer then 30 minutes without activity in agent workspace

[sachin_namjoshi · Accepted solution]

You need to increase the values in below system  properties.

• glide.ui.session.timeout 
• glide.guest.session_timeout 
• glide.ui.rotate_sessions

Regards,

Sachin

[Rob53]

Please correct me if I'm wrong but those settings affect the session timeout but it seems to be that the agent's presence state getting set to offline is independent of those settings. Agents can be working in ServiceNow outside of Agent workspace and still get set to offline without the session timing out.

[Deepak J]

Hi Sachin,

glide.ui.session.timeout is for overall for the instance extend session. I'm particularly looking to control the Agent session time out due to inactivity, do you know how to achieve it ?

[dawnbrady]

Hey Rob53, by guys are reporting the same thing.  "The typical situation where this issue occurs is when we are on a remote session or a long call. When we are engaged in another activity and are not focusing on the Agent Workspace tab for about 30 minutes, Agent Chat logs us off."   They have to refresh their browser and log back in to be 'available'.

The only time-out settings I can find is while the 'chat' is going on.  I haven't found anything that would set them from Available. 😞   Hope someone has some pointers for this issue.