Hi Paul,
Just to add to this answer, Genesys has two key reporting lines, Operational (CCAnalyser datamart) and/or Analytical (InfoMart). Both may be accessed by any SQL-compliant reporting tool (of which Crystal is one).
Most people use CCanalyzer DB so I will assume this is the one you want to report from.
You will need to create a DB connection to your reporting database within Crystal (usually called "ETL" on you DB platform using the correct drivers - SQL Server, Oracle etc) - you may need to discuss with your DBA on where this DB is and how it may be accessed. This is normal Crystal reports stuff.
In order to create reports, you will need to create the queries on Crystal to get at the data, these are described in Chapter 6 of the "Reporting Technical
Reference Guide" from Genesys. Alternatively - look at your Hyperion/Brio canned reports and use the same queries from there as a starting point. The queries are easiliy seen within Hyperion/Brio for each reporting layout.
In terms of what you are trying to do - this is quite achievable and fully supported by Genesys (although they will not dorectly support the reports you write) - they will support the underlying data accuracy for the Out-of-the-Box CCAnalyser layouts.
If ETL does not contain the data you need - you can also create custom layouts with custom stats so you can report mor than is sotred by default.
If you need further help, please feel free to contact me at sreeve@sabio.co.uk. (I will also post final answers to this forum ;) )
Seb |