hey David,
a formula in a cross will not filter out records (i wish it did have a filter as that would be handy) so all records in the report are available in the cross tab.
what you can do though is create a formula that will use a flag and then do a sum on that flag...e.g. change your formula to
if {Command.CATEGORY_CODE} in["6 Month Recertification","Ad Hoc Report","Absence Management","Email Processed - Company Level P","Email Processed - Employee Level P","Email Received","Email Re-tiered","Inbound Call","Inbound Disability Report","Outbound Letter","Voicemail Processed","Voicemail Received"] then 1 else 0
and then change the cross tab summary type to a Sum.
cheers,
jamie