Configure the Expiration for Omni-Channel Sessions

To limit exposure to your network when an Omni-Channel user leaves their computer unattended, set up session security. By default, a service rep isn’t automatically logged out of Omni-Channel if their Salesforce session times out. If the service rep remains idle on the same Omni-Channel page during the timeout, they also appear online in Omni-Channel and can miss work routed to them. The Omni-Channel session doesn’t end until the service rep is redirected to the login page.

Required Editions

View supported editions.

To redirect service reps to the login page and guarantee that Omni-Channel sessions terminate concurrently with their corresponding Salesforce sessions, select Force logout on session timeout in the Salesforce session security settings. If you don’t enable this option, when a service rep logs back in to Salesforce, they also are logged in to Omni-Channel, regardless of the Don’t automatically log agents in to Omni-Channel on a new window or tab Omni-Channel setting.

Note When a rep manually logs out of Salesforce but remains online in the Omni-Channel, their assigned items aren't immediately rerouted to the other available reps because the routing session remains active for two minutes. The items are rerouted to the other available reps after this two-minute timeout expires.

See Also

• Modify Session Security Settings
• Enable and Configure Omni-Channel