1.What is a reserved state in 'Agent State Summary Reports'
2.I have defined reason codes in CCX Desktop Administrator, which I can select also while before agent goes in not ready mode.
But I can't see them when I generate the 'Agent Not Ready Reason Code Summary Report' .
It seems to me it is showing under other 'Other RCs'. How to see the individual breakup of agents for each reason code?
3.How to generate reports for the 'Wrap codes', which I have defined using desktop Administrator.