Genesys Cloud - Main

Hi all,

We are using the GC widget in SalesForce and it seems that when an agent is going away from its desk without changing its status, GC is not capturing automatically this away time period (as far as I understood the System Away metric is there to capture this data), neither in Agent status view, nor in dashbaords. 

As far as I know, the use of the widget is not compatible with the System Away metric. Is that a fair statement and is there a known workaround/specific set-up or roadmap item on this?

Thanks.

Hey Marc, 

Silly question, but are the agents locking their PC every time they step away from their desk? The away (idle) is triggered when the PC is locked from my understanding