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My report shows an agent logged in longer than the SESSION_HARD_TIMEOUT setting
Answer ID 10320   |   Last Review Date 07/08/2019

Why does my report show an agent still logged in even though it's past the SESSION_HARD_TIMEOUT threshold?

Environment: 
 
Analytics / Reports
Oracle Service Cloud (OSvC)
 
Resolution:
This could happen if your report uses the user_trans table and the agent put their computer in sleep mode instead of logging out of the Oracle Service Cloud (OSvC) console.
 
The user_trans table requires an active connection to the server, in order for the table to be updated. Thus, the table will not update with an end_dttm time when the agent's connection is inactive. If your report does a comparison of the end_dttm time compared to the start_dttm time, the length of time may be higher than the SESSION_HARD_TIMEOUT due to no end_dttm being recorded while the agent's computer is inactive.
 
Once the agent re-activates their computer, the application becomes active as well and communication with the server is resumed. At that point, the OSvC application pings the server and the server then does a comparison to the SESSION_HARD_TIMEOUT setting. If the threshold has been met, then it displays the login prompt, requesting the agent to re-enter their OSvC credentials. Once the agent logs back in, the end_dttm field in the user_trans table is updated with a timestamp as that login event has ended and a new one has begun. 
 
As of OSvC version, August 2016, the standard "Logged in Staff Accounts" report now uses the account_session_history table instead of user_trans. This table is updated regardless of whether the agent has an active connection to the server. The ac_id of this current report is ac_id 13121. If you updated your site from a prior version the "Logged in Staff Accounts" report in your navigation set may be using the previous version of "Logged in Staff Accounts" which utilizes the user_trans table. That older version's ac_id is 13006. Updating the navigation set and/or rebuilding custom reports originally based on ac_id 13006 is recommended.
 
Further details regarding the SESSION_HARD_TIMEOUT configuration setting: Agent session locked even though he is logged in and active.
 

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