Re: Agent receives call despite being on "Not Ready" state
This is never suppose to happen. However, I have seen the CSD agent state report not change/update in real time. Therefore, it's possible this screenshot was taken, and then later the display actually showed the transition from NR lunch, to Read, to Reserved, to Talking. Can you run an Agent State Detail report for this agent on that date and time?
Otherwise, this looks to be a defect. Try the bug toolkit, then possible TAC.
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