Well I'm having some issues getting Crystal to tell me what I want. I work in a call center and I'm importing data regrading reps productivity, logged in time, calls handled, talk time etc. Some of our reps are on more than one queue, and in our SQL server it stores their logged in time seperately for each queue. For instance if the agent is on 1 queue, each half hour there will be 30 minutes of logged in time. But if they are on 2 skillsets it reports with 60 minutes, 3 queue = 90 minutes, so on and so forth.
I have been able to correct this by summing their logged in time and dividing it by the distinct count of the queues they are on. The problem is that I now need a total for their team. I've tried each and every way I could think of to make this happen.
I've tried running totals, but this only works at the agent level, so when it gets down to the team, it adds the true total with the value of the last agent. I have also tried the same approach to the group as I did for the agents, but this wont work since many agents share skillsets.
Is there anyway I could make a sum of a sum. Like make a summary of the agents at the foot of the team?
Any help would be greatly appreciated.
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