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Is the agent's star/prioritization level different/lower than his coworkers? Maybe his coworkers were changed since the time he left the center.Maybe it's a matter of timing. Is the agent getting calls from the one queue because that's where calls are backing up? Then since he is actively on a queue calls, he might miss queue calls that hold for a shorter duration of time on other queues. Is he using more ACW than other agents because he is helping out? That might cause him to miss out on calls that other team members are picking up before him.
It's valuable to look at possible system issues along with behavior/timing issues to resolve this.
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