Why do multiple concurrent Genesys Cloud logins cause problems?

Genesys Cloud does not support multiple concurrent logins to the same account. Genesys Cloud considers the following scenarios as multiple concurrent logins:

• The same account logs in to web app on multiple tabs or browsers.
• The same account logs in to the desktop app and in the web app.
• The same account logs in on different computers at the same time.
• The same account logs in to an embedded client and the desktop, web, or mobile apps at the same time.
  Note: If configured correctly, agents can use the Genesys Cloud desktop or browser client as the primary client while still using the embedded client concurrently. For more information, see Disable WebRTC audio and alerting notifications.

Multiple concurrent logins can cause these and other problems:

• Unsuccessful phone interactions
• Missed notifications
• Unrefreshed views
• Other inconsistent behavior

Issues arise partly because each client has a limited number of notification channels for these events. More than one concurrent login can cause a notification channel to close. For more information about notification channels, see Use the notification service in the Developer Center.

Because you may not see these issues, Genesys Cloud notifies you if you lose your connection. If you see this notification, close any other instances of Genesys Cloud and refresh the app.