Hi, I am currently reviewing our Call centre performance reporting ahead of a likely move to a Single symposium server and remote office set up. I don't know if anyone can help but my problem is that we only have basic crystal reporting and do not, for example, have Crystal Report Creation Wizard. What I want to be able to do, for example, is to adapt the Weekly Skillset by Agent report so that when an agent is logged onto several skillsets simultaneously, The Skillset work time (or Total staffed time field) shows only one hr:mm:ss figure and not the same figure repeated for each of the skillsets. This would give me a realistic time total. It would then also be good to have another column that adds Post call processing time to Talk time then expresses that as a % of the Total Staffed or Skillset worktime, per Agent. I don't know how to do this with the standard repors (other than exporting to excel and combining) or if the Crystal Report Creation Wizard would be allow me to create such a report. Anyone who could give me a steer on this?