Dead air call reported but not seen records in Call By Call Report

[jadiebear]

Agents reported dead air calls on daily basis. I looked into the Call By Call report and do not see any record of agents based on timestamp they reported. It happened to different agents not just one. I though when agent picks up the phone the "Local answered" message and time stamp should be recorded but it did not? Anybody knows why?

Another time I see their call records for a few seconds. How can I tell if they actually have dead air call or caller just hung up on them. Call By Call report showed Call answered and Released normally.

Thanks for your help.