Best way to create custom reports

Good Afternoon,
I am completely new to UCCX 9 and Crystal reports, so double newbie. I have been attempting to create customs reports that will not be run by the Historical Reports. I've used the Historical Reporting Admin and Dev Guide along with the DB Schema pdfs, to no avail. Is there a better option? I've seen that the DB can be accessed via SQL applications. The reports that have been requested are rather complex (IMO),
Number of calls accepted and abandoned, with available (Ready and Not Ready) Agents per hour vs scheduledI've been able to create this with two different reports
Calls taken by Agent by hour and status through out the day including times spent in different Ready Codes, Talk times, hold times, etc.
Essentially, can any one guide me to a better resource or option? I appreciate the help. Thank you.
- Jose

Hi,
there's a number of solutions available, you may wish to browse the Solutions Catalog.
Alternatively, you can build your own - there's a number of free and commercial solutions available. Personally, I prefer BIRT.
G.

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Well let me start by saying that maintaining hard coded lists in a report definition is a bad idea and should be avoided if at all possible.
This of course means that it isn't always possible... In fact I have a few of my own reports that suffer from the same situation. Here is the way I handle it to make the list maintenance as easy and error free as possible.
#1) I created a new Report Custom Function. Let's call it NamesToGroups. The function will look like this... (Crystal Syntax)
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