It's been a really long time, but I remember when I last dealt with an Avaya ACD, I had to construct a custom EXD formula to get around this problem.
Can you check the real time values of SkillGroup..Ready and SkillGroup..TalkingIn, TalkingOut?
The ICM standard EXD formula is covered in other docs on the Cisco site, so I won't go over it here--but you can construct your own EXD formula using the same general format, and double-check the components of the formula to ensure that these agents aren't missed in your custom formula.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...