Problems with calls being auto answered

We have a new implementation of Genesys Business Edition Cloud and have 6 agents using Workspace Web.  These agents are all skilled for one queue.  They are not setup for calls to be auto-answered but rather must manually answer the call via clicking Accept in the Genesys pop-up window or clicking the call control button on their USB headset.

We have gotten numerous reports form these agents that some inbound queue calls are being auto-answered.  In fact, 30 seconds can go by before they realize that the call is live.  We investigated this issue and thought we isolated it to the fact that while in queue these agents are multi-tasking, including typing in IM convos.  And that inadvertently they were hitting enter to send an message in an IM convo when they had been targetted for a new inbound call and that enter keystroke was actually accepting the call.  At this time we have simply educated the agents about this behavior and asked them to be mindful of it.

However, one of the agents reported today that a call was auto-answered even though she was not doing anything on her laptop at the time.

Does anyone have any experience with this scenario?