How do I troubleshoot agent logouts in Amazon Connect's CCP?

Short description

Agents might be logged out of Amazon Connect's CCP for one of the following reasons:

• The agent's authentication token is expired.
• Custom or integrated CCP logic triggers the logout event.
• Multiple CCPs are used in the same browser.

Resolution

The agent's authentication token is expired

Amazon Connect sessions expire 12 hours after a user logs in. After 12 hours, agents are automatically logged out, even if the agent is on a call. To remain logged in for more than 12 hours, the agent must refresh the session token before the token expires.

To determine if the authentication token caused the agent to be logged out, download and review the CCP logs. The CCP logs show the expiration of tokens and attempts to refresh the token.

To create a new CCP session, agents need to log out of Amazon Connect and your IdP (for SAML), and then log in again. For information on how to configure your session duration, see Configure the session duration.

Custom or integrated CCP logic triggers the logout event

If your CCP has custom or integrated logic, then the logic might be the cause of the agent logout. This logic might be configured to log agents out in specific scenarios, such as after a certain period of inactivity.

To see if the custom or integrated logic is the problem, create a new CCP that uses the default configurations. If the default CCP doesn't have this issue, then review the custom or integrated CCP configuration for bugs or conflicts in logic.

Multiple CCPs are used in the same browser

To determine whether the agent was logged out because of multiple CCP windows, download and review the CCP logs. Review the logs for the following INFO log message:

"Number of connected CCPs updated:"

If an agent has multiple CCP windows open in the same browser and the agent is logged out of one of the windows, then this logout action can trigger all the windows to log out the agent. It's a best practice for agents to use only one CCP window at a time.

Related information

How do I create a HAR file and Console logs from my browser for an AWS Support case?

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