Reports can be customized to include direct agent data. In the real-time split/skill table, the number of agents on direct agent calls and the number of agents in ACW that is associated with direct agent calls are collected, but they are subsets of the number of agents in the OTHER agent state; that is, they are doing work but not for the split/skill. Only the OTHER value appears on standard real-time reports. The number of direct agent calls that are queued and ringing appears on the Queue/Agent Summary report.