On the cisco reports a user noticed that a call appears twice on her report. This call also affects her calls presented and calls handled due to our policy that calls which the system says handled but with no talk time do not count as handled.
I have traced the call to agentconnectiondetail where a call with the same sessionid will have 2 rows. The first row will have ring time but no talk time. The second row will have 1 second of ring time and a bunch of talk time. Does anybody know why this is happening?