There are several reasons why the Agent Widget may log the user out:
User Activity / Browsing
The user can only be logged in to one client or browser at a time, this means that logging into one of the following:
- Dynamics 365 Web Client
- The Engagement Portal
- Unified Service Desk
Will log the user out of the Agent Widget on any other sessions.
Timeout Configuration in the Engagement Portal
Inside the engagement portal there is a setting determining how long the user can be idle before being logged out, if this is set too low the agent may be logged out too quickly:
Network Connectivity Issues
If the user is suffering from network connectivity issues, such as poor WiFi signal, this may cause the user to be logged out.