QM and Asterisk Agent Status out of Synch

[jmt]

We continue to see a specific agent that will report as not logged in via asterisk and QM will display the agent as available?  The agent will take and complete a call.  At that point they are unable to receive another call.  Asterisk will show the agent not logged in and QM displays the agent as available for a call.  I had this agent go to a different phone and use another login and they began to receive calls normally.  Has anyone else experienced this scenario and have any suggestions on how to fix this issue.  thank you.

[QueueMetrics]

If an agent receives a call, QM automatically shows her as "logged-on" to the queue that she received the call from. On the other side, it is impossible for an agent to receive a call on on a queue without being a member of it, so something weird must be going on....

[jmt]

We currently only have a single Queue.  Is there a means via the data to determine where Asterisk and QM get out of synch?

[QueueMetrics]

Yes - have a look at the queue_log and look for the last records of the agents that got out of synch.