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  • 1.  Automatically Toggle "Away" when On Queue

    Posted 06-16-2025 18:25
    No replies, thread closed.

    Hello GC Community!

    This is my first time posting here, so please feel free to direct me to the correct spot to put this if it's not here!

    When an agent has their status set to On Queue and they lock their computer or the computer locks due to inactivity, GC doesn't change their status to Away as it would with other statuses. Is there a way to toggle this off so GC will change their status to Away when they lock their computer regardless of current status? I wasn't able to find any other resources, and the status overview page indicates that this is just a feature, so I'm not sure if this is even a possibility. Thank you for any assistance with this!

    Eric B.


    #Routing(ACD/IVR)
    #Unsure/Other

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    Eric Beam
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  • 2.  RE: Automatically Toggle "Away" when On Queue

    Posted 06-17-2025 10:17
    Edited by Samuel Jillard 12-18-2025 04:55
    No replies, thread closed.

    Hello Eric,

    Welcome to the Community! Are the agents using the webapp or the desktop app? There are three things of note from this Resource Center article:

    • If you use the Desktop app, Genesys Cloud also changes your status to Away when your computer screen locks or changes to a screensaver.
    • If you select a secondary available status, Genesys Cloud does not change your status to Away when you lock your computer.
    • If you are On Queue and you manually lock your computer, or due to inactivity your computer locks, Genesys does not change your status to Away.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Automatically Toggle "Away" when On Queue

    Posted 06-17-2025 12:18
    No replies, thread closed.

    Hey Jason,

    Thank you for your reply! The majority of our agents are currently using the desktop app. For the third bullet, is it possible to toggle this off so Genesys will change the agent's status to Away regardless of being On Queue? We're hoping to be able to toggle this on/off for specific agents (or at least in general) if possible. Thank you!



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    Eric Beam
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    Original Message


  • 4.  RE: Automatically Toggle "Away" when On Queue
    Best Answer

    Posted 06-17-2025 12:51
    Edited by Samuel Jillard 12-18-2025 04:55
    No replies, thread closed.

    Hi Eric.

    Enabling the inactivity timeout under settings will also achieve the desired results but it would change their status to Offline. See more here;

    https://help.mypurecloud.com/articles/set-an-automatic-inactivity-timeout/.



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    Morris Mbae
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    Original Message


  • 5.  RE: Automatically Toggle "Away" when On Queue

    Posted 06-17-2025 14:01
    No replies, thread closed.

    Hey Morris,

    I appreciate you sharing that information! I will review this with our team to see if this will fit our needs. Thank you so much for your response!



    ------------------------------
    Eric Beam
    SELCO Community Credit Union
    Scheduling & Systems Specialist
    ------------------------------

    Original Message


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