Below is a snapshot of some call data for one particular agent shown in the Agent States Transition historical report on RingCX. My query is why is the Available state showing twice in a row, when the agent is not manually selecting it?

For context, we allow 20 seconds after the call to fill in the disposition, followed by 10 seconds wrap up. I wondered if the first Available was actually while they were pending disposition and the second available after that is submitted, but then I would expect the second Available to be a minimum of 10 seconds to reflect the wrap time.

ENGAGED - 4m 59s

AVAILABLE - 7.0s

AVAILABLE - 5.0s

TRANSITION - 0s

ENGAGED - 8m 48s

AVAILABLE - 9.0s

AVAILABLE - 4.0s

TRANSITION - 1.0s

ENGAGED - 4m 31s