Automatic Screen Lock detection in Agent Workspace
Overview
Automatic Screen Lock detection can update an agent's state in Agent Workspace whenever their computer locks - either manually by the agent or automatically due to inactivity.
When the feature is enabled, the agent can choose from the following states to be set automatically when their computer locks:
Away
Extended Away
Log Out
Any minor states within these major states are also available. If None is selected, screen lock events have no effect on the agent's presence state.
Behavior on screen unlock
When the screen unlocks, the agent's state remains in the locked state until they manually change it back.
Limitations
Limitation | Detail |
|---|---|
Browser support | Only Chromium-based browsers (Google Chrome and Microsoft Edge) are supported. Unsupported browsers Firefox and Safari do not support the Idle Detection API and cannot use this feature. |
Browser permission | You must grant the browser the Your device use permission when prompted on first use. If permission is denied, the feature cannot function. |
Screen unlock behavior | Screen unlock does not automatically return the agent to a Ready state. The agent must manually change their presence state after unlocking. |
Available states | The WrapUp and Ready states are not available in the screen lock state dropdown. |
Preferences not loaded | If user preferences fail to load, screen lock detection does not activate. |
Failed presence update | If a presence update fails when the screen locks, an error is logg,ed but no notification is shown to the agent. |
Prerequisites
Permission pop-up
When agents first open Permission Settings > General Permissions, a pop-up appears, asking the agent to allow VCC to Know when you’re actively using this device. Users who click Allow do not need to navigate to Browser Settings.
Your browser must also be granted the Your device use permission. To grant this permission, perform the following steps:
Navigate to Browser Settings > Privacy and Security > Site Settings > Permissions .
Locate the Your device use permission and select Allow.
Configuration
Configuring your screen lock state
Saved configuration
You only need to configure your preferred screen lock state once in Personal Settings.
To configure your screen lock state, perform the following steps:
Log in to the VCC Portal.
For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.Navigate to Personal Settings > General Settings.
Locate the Screen lock field.
Select the desired presence state from the dropdown.
Click Save.
Disabling automatic state changes on screen lock
To disable automatic state changes when your screen locks, perform the following steps:
Navigate to Personal Settings > General Settings.
Select None from the Screen lock dropdown.
Click Save.
Screen locks no longer trigger presence changes.
Troubleshooting
Issue | Resolution |
|---|---|
Screen lock state does not change when the computer locks | Contact your Account Manager or Vonage Support to check that all required features are enabled for your account. |
Warning: "Screen lock is not supported in this browser" | You are using a browser that does not support the Idle Detection API. Use VCC in Google Chrome or Microsoft Edge to use this feature. |
Screen lock state is not saving | Check the network tab in your browser's developer tools for errors on |