Note: As this feature is rolled out for each account, the “Timeout Inactivity” setting on Admin > Preferences > Agent Workflow will become unavailable. Any existing configurations won’t migrate to this Session Management setting.
Forcing a User Logout
If you log in to your Talkdesk account in Workspace on Admin > Security settings, you see that a new session management capability is “Disabled” by default.
If the “Force user logout” option is enabled, Admins can configure a time-based rule that will detect user inactivity on each device where they are logged in. After a determined period of time, this feature terminates users’ sessions and logs users out. The configuration is account-based, which means the setting will be applied to all active users on that account.
Note: A user is considered inactive, and will be logged out on a given supported device, if the mouse movement and/or clicks, and ongoing calls aren’t detected. The log-out only occurs on the devices that meet the inactivity criteria.
To set up the “Inactivity time” [1] write down a time between 15 minutes and 23 hours [2], then click Save [3].
Notes:
- This forced logout may result in losing any ongoing work on Talkdesk products, on the logged device.
- The inactivity setting is applied to Talkdesk products where users are logged in, such as the browser version and Workspace Desktop.
- The inactivity setting is not applied to users logged in to Workspace Embedded or Talkdesk for Service Cloud Voice.
For the inactivity setting to be applied to users who access their Talkdesk account through the browser, it is mandatory to be updated to the latest version, as you can see here.
After the inactivity setting is enabled by an account Admin, all users are prompted to accept the “Device usage” permission on a browser popup.
If they don’t choose the Enable device usage option, they can’t log in into Talkdesk. (Only if they select it, or the Admin disables the ‘force user logout setting’ for the account.)
Notes:
- Using the browser in incognito mode will interfere with this setting, as the browser's 'monitor device' functionally that tracks inactivity is not available while incognito. In that scenario, the user will not be able to log in.
- Browser extensions such as ad blockers can interfere with this setting, and the browser pop-up is never displayed until the user disables the ad blocker and refreshes the page.
- If the permission is manually enabled on the browser settings, but the ad blocker is still active, that will be interpreted as the user didn’t give permission and, therefore, won’t be able to log in to Talkdesk. Instead, the user will be redirected to the permission page shown above, and prompted to repeat the flow.
For the users that access Talkdesk via app, the inactivity setting is applied after an Account Admin enables it, and users won’t be asked to enable any permission.