The Cisco Customer Response Applications (CRA) Historical Reports system provides a set of formatted reports that are designed to provide you with information about the operations and activities of your system and the agents using your system. Reports present information in a tabular form and, unless you specify otherwise, include charts that highlight important information.
If you require reports other than the system-formatted reports, you can create custom reports using any generally available third-party report-generation application that is designed to create reports from databases. To create custom reports, refer to the Cisco CRA Database Schema Guide for descriptions of the CRA database tables.
This URL should help you:
http://www.cisc.com/en/US/products/sw/custcosw/ps1846/products_user_guide_book09186a00801a3b66.html
