Agent reporting incoming ACD call from the same caller repeatedly in the same timeframe
I am having an issue with one of our agents that I cannot get my head wrapped around. In the reporting summary for a specific agent this person is receiving about 15 incoming ACD calls from the same number and is occurring during the same time period (not sure how else to describe it). The calls last for 00:00:00 so the call is not picked up but is listed here in the reporting...also based on the summary of the agent the call is eventually picked up. I am not sure how else to describe this problem other than showing you guys the agent summary detail. The calls I am talking is highlighted below (also an attachment).
If you guys have any idea where I should look I would appreciate it. If you need more detail please let me know
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