You’re welcome StasGromov.
It is possible that there is not a service being set. This might be from an agents end not setting a disposition. If that is the case, you might want to consider making dispositions required.
If you need us to look into this further, kindly submit a support request with a specific interaction, phone number and time/date from the caller. If you want to attach the report you are looking at as well, that might help us too.
Thanks,
Jeff