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?