Inbound rows are the /v2/service outliers — no member holds 17 hours. Outbound rows are a separate anomaly: a dial should carry no queue time at all, so these are logging artifacts on the dialer side. Queue time never enters billable hours either way.

A sale whose talk + hold + wrap all log zero. The sale itself stands — it counts in the 426 — but the call contributed almost nothing to productive hours, which quietly flatters SPH and CPS for these agents. Likely a dialer attribution artifact (the sale logged on a different leg than the conversation); the Call Ids are the thread to pull.