Most likely, queue events are not enabled on Enswitch.

If calls appear with an incorrect duration on the real-time screen, i.e. start at some positive time or with a negative duration (!) this means that your Enswitch system has a wrong clock, or some parts of it have. Make sure all machines are is synchronized over NTP.

Most likely, the agent’s phone is not member of said queues.

Outcomes rely on an additional API end-point local/calltag/api/set/ that is not a part of the standard Enswitch package. Please ask Integrics on how to get that installed on your own system.