Odd occurance - anyone ever seen this?

[jlargent]

So I have run across a unique issue that I have never seen before. A little level setting... We are running communication manager 5.2, CMS 14, Interaction Center 7.1.6 and call master 4 hard phones.

I have a full time phone analyst who was not utilizing his interaction center software, and was logged directly into the system with his hard phone. Something occurred and he showed an odd work pattern during high call volume times on two different occassions yesterday.

All of the other agents with the same skill sets were busy on back to back calls. He would show the following pattern when veiwing his call data after we turned on the Agent Trace feature in CMS.

Avail
Ring
Avail
ACW
Ring
Avail
ACW
Avail

We have a couple of questions. No calls were routed to this agent when the call was ringing, no calls show connected, no recordings on our call recording system happened during this window. No RONA calls (redirected calls) were recorded, which I would expect if the analyst was ignoring the phone. So the question is, has anyone ever seen this, if so, what caused this issue in your environment. Do you have any ideas what else we should investigate to figure out why this is occurring?

I am opening a ticket with support as well, but figured if anyone out here had any ideas that would be great....

thanks for reading.

[shaikht]

We need to enable spilogs on CMS to look into further if it is occuring frequently.You can also check with BCMS report. As you had already open ticket with support team, we will look into it.