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Why are agents getting locked out of the admin console while being logged in and working?
Environment:
Oracle B2C Service
Issue:
Agents are getting logged out even though they are actively working in the console. They are receiving a message of "This instance of Oracle B2C Service has been locked due to user inactivity".
Resolution:
The SESSION_HARD_TIMEOUT configuration setting defines the session hard timeout in hours for the site. The minimum value is 1 hour and the maximum value is 8760 hours (1 year). Default is 12 hours. Warning: Changing to a smaller value can force a hard timeout without notice to logged-in users.
Having a session open for longer than the period specified by this configuration setting WILL cause agents to get logged out even if they are actively working in the console.
In order to change this configuration setting to another value please follow the instructions outlined in answer Answer ID 1960: Editing configuration settings.
Note:
In the account_session_history table, agents who are logged out due to this timeout event will have the Logout Reason recorded as Hard Time Exceeded. This applies specifically to the following session types:
For Single Sign-On (SSO) sessions, the Hard Time Exceeded logout reason is recorded based on the value defined in the SSO_IDP_SSO_SESSION_EXP configuration setting. Please note that SSO session records are generated regardless of whether the agent is actively using an SSO-enabled profile. However, this configuration only has an effect for agents who are using SSO-related features (such as SSO login or Intelligent Advisor interviews). For agents not using SSO functionality, this setting does not impact their session behavior.
For additional context, please refer to: