Check the updateaw process and all other icm processes are working fine. Please share the updateaw logs during any changes ( like Agent creation, making test calls ) which should show in reporting. In short recreate the issue and send the updateaw, rtc,rpl logs.....or you can troubleshoot with AW logs.
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...