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Agent's adherence data is unaccurate

Agent's adherence data is unaccurate

Agent's adherence data is unaccurate

(OP)
My customer uses CM6, CMS and WFM. She told me that one of her agent's adherence data in WFM is wrong. I checked the STCI adapter and it is working fine I believe. But I guess that an issue with the adapter would cause an issue to all the agents. Could it be that the agent's phone activity isn't mapped properly in WFM? The customer told me that the agent should either be Available to take calls or in AUX. But she appears to be in AUX in WFM when she should be in available (the CMS report shows that she is available and it shows her as being in AUX mode in WFM). What could the problem be? She is the only agent affected.

Thanks

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