CRM 6.0 ERMS OLTP Report set up

Has anyone used the CRM ERMS OLTP reports available?   Appreciate any comments or advice for set up based on our simple scenario for processing email.   We are on CRM 2007(s) Version 6.0 and at Support Pack Level 5
Our CRM ERMS system is configured to use the SAP SAPconnect Interface and store all emails in the tables of the SAP CRM System.  Every incoming email is routed to the 311 Agent Inbox,  where agents have access to all incoming emails.  Each OPEN incoming email in our system is processed by an agent and once interacted with are set to status COMPLETE.  We do not have any additional business rules defined for automated email processing based on content.
John Burtonu2019s book u201CMaximizing Your SAP CRM Interaction Centreu201D describes E-mail reports that can work with our configuration of ERMS using SAPconnect and Agent Inbox for email processing.
In Section 7.1.3 the Note on page 232, it is stated that for our current version (6.0), several CRM-based reports, known as CRM interactive reports, are available.  The reports are online transaction processing (OLTP) and the data is retrieved directly from the CRM system. 
In Section 7.5.3 E-Mail Reports on page 258,  there is mention of a report called Average Handling Time (the actual amount of time where an agent was actively processing the email) that our Contact Centre would like to use.  We would like to start with the standard delivered report but when we (using IC Administrator access) click on the link there is no report available.  Any advice appreciated for set up or required authorization.
More Info:  Agent Processing of Email & Related BI Reporting we have available
All of our available BI reports are based on Service Ticket information.
Agents interact with the emails, processing replies by creating a correctly coded Service Ticket to wrap each e-mail.  The Service Ticket and associated contact account record act like a wrapper, containing both incoming and outgoing emails in the business context.  This allows the correct Organization ID and categorization to be associated to each email interaction via the Service Ticket.  Service tickets created when interacting with email are of interaction type u201CINTu201D.
This is consistent with the manner we drive out Organization and Categorization for our Service Tickets created by telephone calls which are of interaction type u201C202u201D.  These Service Ticket interaction types and statistical information is reportable via the SAP BI 311 reports.  We can tell the volume of Service Tickets created via interacting with email versus the volume created by telephone contact.  We do not have telephony integration with our CRM system at this time.  We do not have any email record data being transferred to BI at this time.
Edited by: Donna Jackson on Jan 24, 2010 6:16 PM

Hi Donna,
How did you solve this issue? We would also like to report on emails but we are using Interactive Reporting and have no integration with BI. So I wonder if those reports are also possible to use via Interactive Reporting. I do not see any proper OLTP Data Source....
I would be very grateful for advise.
Thanks and best regards,
Joasia

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