I have generated the report "Agent Historical All Fields" using CUIC for a group of agents.
The report displays the data grouped by agent name first, and then grouped by Skill Group. In my case, all the agents belong to the same Skill Group. Therefore, the report is displaying 2 Skill Groups for every agent which the configured Skill Group and the System Default Skill Group.
Is there a way to remove the System Default Skill Group from the report?
On the other hand, looking closer into the data fetched in the report, I noticed that some fields under the System Default SG are set to zeros (AHT, Handled, Held, Average Hold, ...) while some other fields contains values (%Active, %Hold, %Not Active, %Not Ready, ...).
What does the data held by the default Skill Group mean?
the default skill group is used when the statistics cannot be referenced by a real skill group. This includes calls initiated by the agent (logically, there is no way to tell what 'skill group' initiated the call; also, it includes calls arriving directly to the agent's phone. About not ready times: when agent transitions to not ready, he becomes not ready for all skill broups, including the default one.
Starting ICM 8.0 you can specify what the agent's default skill group should be, but I don't think it will prevent CUIC from showing the Default (5000) skill group.
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