We’re seeing a weird ‘Ghost Logout’ issue. Agents report being suddenly disconnected from the web client, but on the supervisor dashboard, they still show as ‘On Queue’.
I’m trying to correlate the SSO login/logout events from the Audit logs with the Analytics ‘User Status’ events to see if it’s a SAML token expiration or a network drop.
Does the GET /api/v2/audit/query result contain the same ‘Session ID’ as the GET /api/v2/analytics/users/details segments? I need a way to link the two datasets to see if a ‘Session Terminated’ audit event aligns with the agent going ‘Offline’ in Analytics.
Sadly, they don’t share a direct Session ID. The Audit log is focused on the action (Auth/SSO), while the Analytics log is focused on the state (Presence/Status).
However, you can correlate them by userId and timestamp. If you see a ‘Logout’ event in the Audit logs for a user, and then 5 minutes later an ‘Offline’ status in Analytics, that 5-minute gap is your ‘Ghost’ period. Usually, this happens when the browser tab is closed without a formal logout—the presence engine waits for a heartbeat timeout (usually 60-90s) before it marks the user as Offline.
Check your SAML ‘Session NotOnOrAfter’ attribute. If your IdP (Okta/Azure) is set to a short duration, Genesys might lose the auth context, but the Presence engine (which runs on a different internal service) might keep the user ‘On Queue’ until the next routing attempt fails.
There’s an undocumented ‘Presence Heartbeat’ that runs via the WebSocket. If the agent’s internet blips, the WebSocket drops, but the platform might keep them On Queue for up to 30 seconds to allow for a ‘reconnect’ before it force-logouts them. This is likely what you’re seeing as ‘Ghost’ status.
From a network perspective, if you’re using a proxy or a firewall with aggressive TCP idle timeouts, it might be killing the WebSocket but not the actual HTTPS session. The agent sees a ‘Disconnected’ banner, but the platform thinks they’re still there. Correlate the ‘Network Connection Lost’ events in the browser console logs (if you can get them from the agent) with the Audit logs. That’s usually where the truth lies.