Hi
Is there a way to monitor user activity or inactivity in the Self-Service Portal and/or the assyst Agent Portal to better determine the appropriate session length in assyst, or to identify which users could have their sessions safely terminated?
This is primarily a question regarding Self-Service, as the Self-Service Portal and Agent Portal share the same session length configuration. A business requirement for longer agent sessions on our end result in end-user licences being held for considerably longer than necessary, or so it is believed.
Our current approach relies on tracking actions performed by agents or end users. However, this does not necessarily reflect actual user activity, as there are many legitimate use cases where a user remains active without generating tracked actions, such as browsing the portal or reading knowledge articles or filling a complex self-service form. Therefore, action-based monitoring may not accurately indicate whether a session is truly active or inactive.
Could end-user and/or agent inactivity be more directly monitored on a per-assyst-enterprise-server basis using WildFly, or is there a way to monitor this in a more centralized manner we’ve not come across?
Thank you