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Why is the Intelligent Advisor interview not loading in the console after the agent has been idle for some time?
Environment:
Oracle B2C ServiceIntelligent Advisor
Issue:
If the agent’s idle time exceeds the threshold defined by the SSO_IDP_SSO_SESSION_EXP configuration verb, their Single Sign-On session will have expired. In this scenario, the observed behavior is expected.
The integration between Oracle B2C Service and Intelligent Advisor relies on SAML-based authentication. Oracle B2C Service renders the interview within an iframe, passing the SAML token to establish the session. When that token has expired, Intelligent Advisor will reject the request and the interview will not load inside the iframe. Proper operation requires that the Oracle B2C Service and Intelligent Advisor sessions remain synchronized.
To restore access, the agent must log out and log back into the console to initiate a fresh SSO session.
If this session timeout disrupts normal business operations, consider increasing the value of SSO_IDP_SSO_SESSION_EXP. Setting this parameter to 0 disables session expiration entirely.
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.