You have setup Citrix Server for your agents and when calls are coming from CTI Adapter, they are randomly logged.
SAP Hybris Cloud for Customer
The CTI adapter would not work with a Citirix Server, as from a technical point of view we are listening to a particular port. In the Citrix server all the agents would be listening to one port and because of that the calls get logged ramdomly.
This is the current expected behavior. Citrix Server with CTI Adapter is not supported as the Adapter depends on the local event triggering to work.
CTI Adapter ; Citrix Server ; Live Activity ; Citrix , KBA , SRD-CC , Cross Components , How To