Genesys Cloud - Main

We have users that on a regular basis will lock their computers when they walk away for a moment or even when they go home for the day. The problem that we have run into is that their status on Genesys Cloud will stay Online (green.) We have a problem that in our IT department when some one calls we have the phone ring a rotation of users and when most of them leave for the day the phone will still ring them because they still show online. Has anyone else run into this issue? I has been happening on and off for the last year.
#Unsure/Other

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Paul Torres
Associated Credit Union of Texas
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If using the desktop client, their status should change to away if they lock their computer, but only if the client is running. If using the web browser, the status will not change.  Here is the idea for that:  Change your status to away when you lock | Genesys Cloud Ideas Portal (aha.io)

I am just guessing here, but maybe some have the client running at times and not at others.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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So this is happening to users of ours even returning from breaks etc. I worked with a few and monitored their system after I let them loose and sure enough yesterday I had an advisor on a queue call and his status still appeared Available. As a result, he would have received additional calls. When I went to my dashboard, he appeared on queue. But did not reflect being on a call. 

I initially thought this was user error having too many applications running along with Salesforce, but I think theres a bug now. This started at least last week, Paul you said you have been having the issue for around a year?

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Shannon Koziba
Edelman Financial Engines, LLC
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Here's some suggestions from my testing:

Using the Desktop app when available- when you lock your computer, it should change the status to Away.

Using the Desktop app when On-Queue- when you lock your computer, it will stay on queue

If you use the Chrome browser, it will not change status if you lock your computer.  So the Desktop app provides more protection in the above scenario. 
If this is only about On-Queue status, my only suggestion would be switching users to manual answer of calls, that way G.Cloud would go to Not Responding instead of continuing to delivery queue calls while someone is away.

Hope that helps.