Hi Luke, I've reviewed this with our engineering team and this looks like a bug. Could you submit a case via Customer Care so that this can be investigated further. Thanks.

We have an interaction widget that we have developed. It uses purecloud-platform-client-v2 to interact with Genesys. Upon loading into an interaction we use the loginImplicitGrant method to authenticate the user and retrieve the details for the application.

Normally when opening the widget the login process happens instantly and the application can start working. Recently after about 30 minutes or so after the user has logged in for the day randomly some users will get prompted for an MFA token at the start of the interaction. They will often get prompted every 30 minutes or so following to put the MFA token in. This doesn't happen to every user, it doesn't happen all the time but it does cause issues when the agent is trying to speak to a customer and have to deal with then finding and entering the MFA token.

The clients affected have a long enough user session length in Genesys and none have HIPAA enabled that may produce this behaviour. The randomness of it occuring also makes it very difficult to troubleshoot, our code is the same for every user so we're not sure why some are prompted and some not.

If there is any light that could be shed on how long having a valid MFA token should last for or any way to determine why this is happening? We're not sure who to reach out to so we can provide any extra data or troubleshooting from ours/the clients side.