FAQs: General

To avoid being forced to reauthenticate yourself at an inconvenient time due to an expired session, Genesys recommends the following:

• Log in when you begin your shift.
• Log out at the end of the day. For more information, see How do I log out of Genesys Cloud?.

Limits define thresholds for specific areas of the Genesys Cloud API. These guardrails help to safeguard Genesys services from abusive and unexpected traffic patterns, encourage efficient use of billable resources, and protect customers from unexpected usage.

Genesys defines limitations in the Developer Center. For more information about limitations and limits that are specific to a feature, see Limits in the Developer Center. For information about Genesys Cloud system requirements, see Genesys Cloud system requirements.

No. After data is moved out of Genesys Cloud, it cannot be returned and accessed via the Genesys Cloud UI. 

If you want to make an enhancement request for Genesys Cloud, Genesys encourages you to register your request through the Product Ideas Lab. To Access the Product Ideas Lab and add your idea, follow these steps:

1. Sign in to Genesys Orchestrators.
   Note: Some Genesys Orchestrators resources are available to the public; others, like the Product Ideas Lab, are only available to authenticated users. For more information, see How do I access Genesys Orchestrators?
2. Click Home.
3. On the Product Ideas Lab card, click Browse and Submit Ideas.
4. From the Product Ideas Lab page, click Add a Product Idea.

You can also view and vote for existing ideas.

Genesys Cloud does not support multiple concurrent logins to the same account. Genesys Cloud considers the following scenarios as multiple concurrent logins:

• The same account logs in to web app on multiple tabs or browsers.
• The same account logs in to the desktop app and in the web app.
• The same account logs in on different computers at the same time.
• The same account logs in to an embedded client and the desktop, web, or mobile apps at the same time.
  Note: If configured correctly, agents can use the Genesys Cloud desktop or browser client as the primary client while still using the embedded client concurrently. For more information, see Disable WebRTC audio and alerting notifications.

Multiple concurrent logins can cause these and other problems:

• Unsuccessful phone interactions
• Missed notifications
• Unrefreshed views
• Unreliably updated statistics in dashboards
• Other inconsistent behavior

Issues arise partly because each client has a limited number of notification channels for these events. More than one concurrent login can cause a notification channel to close. For more information about notification channels, see Use the notification service in the Developer Center.

Because you may not see these issues, Genesys Cloud notifies you if you lose your connection. If you see this notification, close any other instances of Genesys Cloud and refresh the app.

For Genesys Cloud feature subscription package information, see the Genesys Cloud feature matrix and Overview of Genesys Cloud CX. For more information about licensing, see About licenses.

If you have difficulty logging in to Genesys Cloud, you may see this message:

There was problem logging you in. Please check your email address and password and try again.

After six unsuccessful consecutive login attempts, Genesys Cloud temporarily locks your account. You can try to log in again after five minutes.

Reasons for unsuccessful logins:

• You typed your email address and/or password incorrectly. 
• If your administrator set a password expiration policy, your password may have expired.

Solutions:

• Reset your password. See Set your password in Log in for the first time.
• Contact your administrator to reset your credentials.

Genesys Cloud features benefit from the use of various tokens with varying lifespans. When you access any Genesys Cloud feature with an expired token, you must re-authenticate.

Users in HIPAA organizations are logged out of Genesys Cloud when their browsing session expires. Users are directed to the Genesys Cloud login page and must re-enter their credentials. If users are on a call when the browsing session expires, the call is not interrupted. When the call completes, users are directed to the Genesys Cloud login page and must re-enter their credentials.

Users in non-HIPAA organizations are automatically re-authenticated when their browsing session expires. The re-authentication process causes Genesys Cloud to reload. Users are returned to the page they were on when the browsing session expired. If users are on a call when the browsing session expires, the call is not interrupted. Users can choose to re-authenticate automatically after the call ends.

If the agent ended the interaction from a headset instead of the Genesys Cloud user interface, then the disconnect reason can appear as “end-user” because the system interprets the disconnect request as coming from an outside source.

To receive voicemail, a user must have the Voicemail > Voicemail > Receive permission enabled. This permission is assigned to the Communicate – User role by default. If a user is assigned the Communicate – User role, the voicemail option should appear. If the voicemail option does not appear, see Products, roles, and permissions list for instructions on how to add the voicemail permission. You can also add the Voicemail > Voicemail >Receive permission to other roles.

To view your voicemails, see Access your voicemail.