Agents see a call in the queue, but cannot pick it up (it does not transfer to the next available agent)
Most commonly this situation is happening when call was allocated to an agent, but after a timeout was not forwarded back to the queue. It remains calling in CDT and because it was not picked up by an agent other users can also see this in the queue. This is a known bug of CDT and SAP is working on a permanent solution of it.
Another explanation is a "ghost call" anomaly. If you are 100% sure that call was not allocated to any user, but you still see it in queue - could be that it was not ended correctly, but dropped because of some networking issue. In this case in database is missing "Call Disconnect" event and BCM "thinks" that call is still active. This problem will be handled in daily maintenance job during nightly Monitoring cleanup.
If you know the exact time of the call and a queue where if was seen - you can find it in monitoring (by longest waiting time) and see the details of the call.
Next time when you will see this issue you can switch queue mode to "Hunt Group" in SC->Queue Management->Queue. In your queue settings -> Queue Mode from drop-down list click "Hunt Group" and save the settings. This will give you a possibility to manually pick up a call from a queue. Don't forget to change it back when problem will be solved. This workaround is not working on "ghost call" anomaly (only database cleanup can fix it).
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