Hello Mark,

What is the CCM version that you are running? In 4.X in order to have QRT you need to install Extended Functions; in 6.X it is a little bit different since the QRT viewer is not under serviceability, it was included on the RTMT tool; please check the following link (check the "Displaying QRT Report Information" section):

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/6_0_1/rtmt/rtmt-cm.pdf

Also here is another useful link with the configuration of the QRT in CUCM 6.X:

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/6_0_1/ccmfeat/fsgd.pdf

Hope this helps!