In Cisco Historical Reports - "Agent State Detail Report", we see agents being in Not-Ready state with a reason code of 0.
The legend explains 0 as default.
We would like to get more explanation on the Not_ready state with reason code 0.
We would like to know what does it mean if the report shows an agent in Not Ready state with reason code 0.
When an agent first logs in, they are automatically in a not ready state with a default reason code of 0.
It gets default value zero when the agent puts themselves in Not Ready (hit the not ready button) or when an agent receives an ICD Call.
Any of the other times they go Not Ready and have a 5 digit number next to them will tell you the reason they went not ready (picked up the phone, RNA, ended a call etc)