I have seen this before but need more details.  What Integration are you using? Avaya CT? Nortel Symposium? Other.

Are you using fixed or free seating (please advise if you do not understand the difference).

Thanks for answer.

We are using Avaya
What do you mean by fixed/free seating ?
How can I check this ?

Basically fixed seating means that you assign an extension number to each agent (an extension is dedicated to an agent)

Free Seating is where when the agent sits at a phone they log into it with a personal id meaning that they can sit at a pool of phones and by logging in with their pin the Avaya knows which skills that agent belongs to and directs appropriate calls to that phone.

I will assume you are using free seating with Avaya CT/AES therefore you need to ensure you have ALL the vdn's attached to your skill numbers agents can log into configured in your Avaya CT/AES security database.  This then provides the log in/log out messages to NICE so we can see when an agent logs into or out of a phone.

Thanks, I'll check this