Creating my first Crystal Report

[bebob]

Hi all,

I'm brand new here. I started as Call Center Manager for a startup about 1 year ago and have been learning the job through experience, trial and error, and a few classes.

In the past year, we grew from 1 agent fielding inbound calls to almost 10 agents handling both inbound and outbound calls. Right now I'm trying to implement some kind of WFM strategy and the first step seems to be getting my hands on some accurate and useful metrics, specificially, call volume by time of day. Using Crystal Reports 9, I was able to finally establish a connection with my Cisco CRS Historical database, but now I have no idea where to start on actually creating a useful report. Does anybody have any guidance on trying to retrieve this type of information using Crystal Reports 9 and IPCC Express 3.5?

Thanks for all of the insight I've gained just reading through the pages of this forum,

bebob

[dpzim]

Good luck with Crystal - I am not a huge fan of this reporting package. My opinion is to just ODBC to the db with MS Access. I think this will allow you better flexibility and ease of use then Crystal.