If you see agent logged in twice, once under their correct name and a second one
under the name
"Agent/agent name", often with a difference of a few seconds.
Sometimes you will see that the correct name will log off at the end of the
agent session, while the
"Agent/agent name" will linger on for a while.
This is caused by not having "Friendly names" set -
see
Why do agents on a call show up with a different name?
to fix this.