OK What information are you looking for? I'm assuming you're not familiar with the standard BCMS labels?
Auto In = Agent is idle, but accepting calls.
Aux Work = Agent is on break and cannot receive a call.
After Call Work (ACW) = Agent is processing work and cannot receive a call until complete.
Those are starters, but let me know what report you're using and what you need help with and we'll see how we do
