Error in Call in serviced

[farhantech]

I am seeing abrupt behavior. When the SLA for the queue has been reached, it is showing me that the call in serviced =1, while two agents are in a call at that time for the Queue. Then why it is showing 1 in call-in service?

Attachment is for reference

 

[ChrisC_3CX]

Is there any chance one of the two calls was not actually a call related to the Call Queue? For instance, could it be that one of the two extensions made an external call or received a direct call to their extension from somewhere else?

I'd recommend running a Call Report for that time to determine if the above may be the case.