Download pdf - Introducing Excel as a Powerfull Tool

Introducing Excel as a Powerful Tool in Data AnalyticsLet’s Get Started…

Business Intelligence Using Microsoft Excel

• Business intelligence (BI) is a technology-driven process for analyzing data and presenting actionable information to help corporate executives, business managers and other end users make more informed business decisions.

• BI encompasses a variety of tools, applications and methodologies that enable organizations to collect data from internal systems and external sources, prepare it for analysis, develop and run queries against the data, and create reports, dashboards and data visualizations to make the analytical results available to corporate decision makers as well as operational workers

Capabilities of Excel

Self-service: Excel provides data discovery, analysis, and visualization capabilities that help users identify deeper business insights from their data.

Dashboards: Easily deliver dashboards that aggregate data from multiple sheets or

sources, and track success metrics aligned to business strategies

Reporting: Excel Reporting Services is a comprehensive, highly scalable solution providing operational reporting

Analysis: Empowers you to build comprehensive, enterprise-scale analytic solutions that allow for flexible creation of business logic.

Predictive analytics: Mining historical data can provide new insights, form a

reliable basis for accurate forecasting and help companies make better decisions

See Mixin Action!

https://mix.office.com/watch/1otxpj7hz6kbx

(Copy the link and paste into your browser. Or, when in a slide show, click the photo.)

Give everyone in your

organization a powerful new way

to work with data

Your vision is somewhere hidden in the data

Lay out your data

Organize your numeric or text data in spreadsheets or workbooks. Viewing it in context helps you make more informed decisions.

Reformat and rearrange it

As you look at different configurations, Excel learns and recognizes your pattern and auto-completes the remaining data for you.

Do your analysis

Excel will perform complex analyses for you. And it summarizes your data with previews of pivot-table options, so you can compare them and select the one that tells your story best.

Get a better picture of your data

Flow into charts and graphs

Excel can recommend the charts and graphs that best illustrate your data patterns. Quickly preview your options and pick those that present your insights most clearly.

Find your best storyline

Discover and compare different ways to represent your data–and your intents– visually. When you see the one that shows your data best, apply formatting, sparklines, charts, and tables with a single click.

Highlight trends and patterns

Make it easy to spot trends and patterns in your data by using bars, colors and icons to visually highlight important values.

Unlock numbers and tell the story in your data

Case Study: Call Center Metrics Analysis

Raw Data TablesCustomer Customer #Ticket # Status PriorityFull Name Assigned Category Name Sub Category Name Case Last Update Time Ticket TimeZone Closed By Close Time

Mohammad Hakmat21319 25099 2 0 system Retention Wimax Retention 2012-11-01 03:59:20 0000-00-00 00:00:00ZA002 - 1

Mohammed bakeer23874 25100 2 0 system Retention Wimax Retention 2012-11-01 03:59:20 0000-00-00 00:00:00IR003 - 2

Talal Rahal 25819 25101 2 0 system Retention Wimax Retention 2012-11-01 03:59:20 0000-00-00 00:00:00IR008 - 1

Ali Asmael Alsheshani28059 25102 2 0 system Retention Wimax Retention 2012-11-01 03:59:20 0000-00-00 00:00:00AM001 - 1

Ahmad Najeh Khames28072 25103 2 0 system Retention Wimax Retention 2012-11-01 03:59:20 0000-00-00 00:00:00ZA002 - 1

mansur al kagal28094 25104 2 0 system Retention Wimax Retention 2012-11-01 03:59:20 0000-00-00 00:00:00AM011 - 1

Ahmad Fathi Qawd26819 25098 1 0 Mustafa Bdair0 Wimax Slowness One Pc problem2012-10-31 23:35:36 0000-00-00 00:00:00ZA002 - 1

Fuad Abu Ras29604 25097 2 1 Mustafa BdairNOC queue Wimax Slowness One Pc problem2012-10-31 23:28:47 0000-00-00 00:00:00ZA005 - 4

Jehad Yousef Albasar29027 25096 1 0 Mouth Athamneh0 Wimax Slowness One Pc problem2012-10-31 23:05:25 0000-00-00 00:00:00ZA004 - 3

Amjad Khalifeh 17940 25095 5 0 Mouth AthamnehCustomer CareWimax Slowness One Pc problem2012-10-31 23:02:26 2012-11-01 05:03:59AM008 - 4 Mohammad Tout2012-11-01

Mohammed Theeb30249 25094 1 0 Mouth Athamneh0 Wimax Provisioningother 2012-10-31 22:55:52 0000-00-00 00:00:00ZA002 - 1

Majed faiez ahmad29764 25093 5 0 Mouth AthamnehCustomer CareWimax ConnectivityNo connection2012-10-31 22:43:46 2012-11-01 04:36:22ZA001 - 2 Mohammad Tout2012-11-01

Waleed Abu Hammor18198 25092 1 0 Mouth Athamneh0 Wimax Slowness One Pc problem2012-10-31 22:40:43 0000-00-00 00:00:00ZA002 - 4

Mohammad Ata Alla24882 25091 2 1 Mouth AthamnehAccountants queueFinance Payments 2012-10-31 22:32:27 0000-00-00 00:00:00AM024 - 2

Arafat Hamed26000 25090 1 0 Mustafa Bdair0 Wimax Provisioningother 2012-10-31 22:32:16 0000-00-00 00:00:00AM043 - 3

Majed Jbara 29783 25089 1 0 Mouth Athamneh0 Wimax Slowness One Pc problem2012-10-31 22:14:17 0000-00-00 00:00:00ZA002 - 1

ghaleb fathi ghazal29747 25088 1 0 Mustafa Bdair0 Wimax Slowness One Pc problem2012-10-31 21:57:17 0000-00-00 00:00:00AM031 - 3

Muhammad Ahmad Bani Hamdan29077 25087 1 0 Mustafa Bdair0 Wimax Slowness One Pc problem2012-10-31 21:50:30 0000-00-00 00:00:00JR002 - 3

Sameer Kabar22158 25086 5 0 Mouth AthamnehCustomer CareWimax ConnectivityNo connection2012-10-31 21:45:36 2012-11-01 04:37:35AM087 - 4 Mohammad Tout2012-11-01

Abdullah Mohammad Zqreya17796 25085 1 0 Mouth Athamneh0 Wimax ConnectivityConnection interrupted2012-10-31 21:39:50 0000-00-00 00:00:00ZA001 - 3

Moaiad mohammad khear ali alkurdi29554 25084 1 0 Mouth Athamneh0 Wimax ConnectivityNo connection2012-10-31 21:33:31 0000-00-00 00:00:00AM082 - 4

Yousef Ismael Ghanim27734 25083 1 0 Mouth Athamneh0 Wimax ConnectivityNo connection2012-10-31 21:21:53 0000-00-00 00:00:00AM009 - 4

Tawfeeq Yousif18870 25082 1 0 Mustafa Bdair0 Wimax ConnectivityConnection interrupted2012-10-31 21:18:44 0000-00-00 00:00:00AM024 - 2

Osama Draghmeh 29541 25081 1 0 Saeed Al-Akramawi0 Wimax Provisioningother 2012-10-31 21:06:18 0000-00-00 00:00:00AM001 - 1

What Can you tell from these numbers?

Absolutely NOTHING !

1-68000164537-010/31/2012 11:54:26 PM 1 1 3 0797350810 2 636 620 620 Bluezone 0:00:00

1-68000164536-010/31/2012 11:54:22 PM 1 1 3 0799860493 2 637 620 620 Bluezone 0:00:32 0:00:00

1-68000164535-010/31/2012 11:53:38 PM 1 1 3 0777722273 2 638 620 620 Bluezone 0:01:12 0:00:00

1-68000164534-010/31/2012 11:53:26 PM 1 1 3 065378577 2 628 620 620 Bluezone 0:00:37 0:00:00

1-68000164533-010/31/2012 11:52:24 PM 1 1 3 065378577 2 639 620 620 Bluezone 0:00:39 0:00:00

1-68000164532-010/31/2012 11:50:27 PM 1 1 3 0799860493 2 624 620 620 Bluezone 0:02:02 0:00:00

1-68000164530-010/31/2012 11:49:38 PM 1 1 3 0795066935 2 629 620 620 Bluezone 0:00:32 0:00:00

1-68000164529-010/31/2012 11:49:04 PM 1 2 3 0799646836 2 625 620 620 Bluezone 0:00:47 0:04:54 0:00:00 0:00:00

1-68000164528-010/31/2012 11:48:24 PM 1 1 3 0796775761 2 626 620 620 Bluezone 0:01:51 0:00:00

1-68000164526-010/31/2012 11:38:22 PM 1 2 3 0786410879 2 627 620 620 Bluezone 0:00:30 0:01:16 0:00:00 0:00:00

1-68000164525-010/31/2012 11:36:06 PM 1 2 3 0785383574 2 621 620 620 Bluezone 0:00:00

1-68000164523-010/31/2012 11:35:39 PM 1 2 3 0797105271 2 622 620 620 Bluezone 0:00:07 0:02:53 0:00:00 0:00:00

1-68000164521-010/31/2012 11:30:24 PM 1 1 3 0795066935 2 623 620 620 Bluezone 0:03:30 0:00:00

1-68000164520-010/31/2012 11:28:17 PM 1 2 3 0799654679 2 641 620 620 Bluezone 0:02:27 0:04:28 0:00:00 0:00:00

1-68000164518-010/31/2012 11:27:39 PM 1 2 3 0786422299 2 640 620 620 Bluezone 0:00:20 0:02:43 0:00:00 0:00:00

1-68000164517-010/31/2012 11:26:15 PM 1 2 3 0786119677 2 645 620 620 Bluezone 0:00:00

1-68000164516-010/31/2012 11:25:47 PM 1 1 3 0788098764 2 644 620 620 Bluezone 0:01:31 0:00:00

1-68000164515-010/31/2012 11:22:21 PM 1 1 3 0785409069 2 643 620 620 Bluezone 0:02:06 0:00:00

1-68000164514-010/31/2012 11:21:36 PM 1 1 3 0776703123 2 642 620 620 Bluezone 0:03:03 0:00:00

1-68000164512-010/31/2012 11:20:53 PM 1 2 3 0787971671 2 649 620 620 Bluezone 0:00:04 0:06:59 0:00:00 0:00:00

1-68000164511-010/31/2012 11:19:24 PM 1 1 3 0787971671 2 648 620 620 Bluezone 0:00:34 0:00:00

1-68000164510-010/31/2012 11:17:30 PM 1 1 3 0786058163 2 647 620 620 Bluezone 0:02:41 0:00:00

1-68000164508-010/31/2012 11:16:44 PM 1 1 3 0795066935 2 646 620 620 Bluezone 0:02:36 0:00:00

1-68000164507-010/31/2012 11:16:40 PM 1 2 3 0776703123 2 630 620 620 Bluezone 0:00:04 0:03:21 0:00:00 0:00:00

1-68000164506-010/31/2012 11:15:53 PM 1 1 3 065909000 2 656 620 620 Bluezone 0:00:00

What BI using Excel can do for you

Total Handled Abandoned

SUN 2154 2098 56

MON 1986 1890 96

TUE 1476 1470 6

WED 1645 1623 22

THU 1587 1435 152

FRI 1456 1443 13

SAT 1876 1721 155

Enquiry Incident Billing Problem

Kathyrn Chadbourne163.644 37.764 30.2112 20.1408

Carmela Stamm 68.185 15.735 12.588 8.392

Cheryll Sparacino 109.096 25.176 20.1408 13.4272

Dinah Bittner 204.555 47.205 37.764 25.176

Roger Britt 81.822 18.882 15.1056 10.0704

Mahalia Payer 109.096 25.176 20.1408 13.4272

Mohammed Cowell 136.37 31.47 25.176 16.784

Lucilla Nass 163.644 37.764 30.2112 20.1408

Jonelle Whiteley 177.281 40.911 32.7288 21.8192

Brent Lassiter 150.007 34.617 27.6936 18.4624

Excel provides data discovery, analysis, and visualization capabilities that help you identify deeper business decisions from their data

Dashboard Examples

WEEKLY KPI & EXECUTIVE SUMMARY SLA AHTWeekly Weekly

CALL ANALYSIS

PERIOD ANALYSIS

CUSTOMER SATISFACTION

KPI Summary EXECUTIVE Summary

26%

SERVICE LEVEL

87%

UTILIZATION

84%

ESCALATION RATE

0

500

1000

1500

2000

2500

SUN MON TUE WED THU FRI SAT

Total Handled Abandoned

0

50

100

150

200

250

300

Sun Mon Tue Wed Thu Fri Sat

AHT AWT

78%

12%

10%

Satisfied

Not Satisfied

Neutral

70%

80%

90%

100%


Serv ice Level

0

500

1000

1500

2000

2500


Number of Calls

Offered

0%

20%

40%

60%

80%

100%


Agent Utilization Rate

76%

78%

80%

82%

84%

86%

88%


Average Resolution

Rate

0%

50%

100%


Forecasting Accuracy

Rate

0%

20%

40%

60%

80%

100%


Customer Satisfaction

Score

CALL CENTER DASHBOARD FTR SLA

Agent Call Activity REPORT

2154 85% 191 89% 142

1986 65% 120 85% 115

1476 83% 145 90% 234

1645 67% 206 98% 119

1587 89% 153 67% 176

Product 1 Product 2 1456 90% 174 68% 181

85% 15% 1876 83% 147 79% 117

76% 149 97% 112

69% 195 56% 233

87% 187 95% 164

2098

1890

1470

1623

1435

ABANDOMENT RATE 1443

1721

ESCALATION RATE CALLS UNDER SLA

82% < 120 Sec

Brent Lassiter

Cheryll Sparacino

Carmela Stamm

DAILY CALLS ACTIVITY

Dinah Bittner

Roger Britt

Mahalia Payer

Mohammed Cowell

Lucilla Nass

Jonelle Whiteley

Kathyrn Chad

TARGET: 85%TARGET: 10%

22% 24TARGET: 30

CALL PER HOUR

ACD FTR AHTAVARAGE CALLS PER DAY AGENT ASA Ave. Seconds to Answer

Brent Lassiter

Weekly Performance

AVE. HANDLED CALLS PER DAY

Kathyrn Chad

Carmela Stamm

Cheryll Sparacino

Dinah Bittner

Roger Britt

Mahalia Payer

Mohammed Cowell

Lucilla Nass

Jonelle Whiteley

SATURDAY

1740

1669

4% SATURDAY

SUNDAY

MONDAY

TUESDAY

WEDNESDAY

THURSDAY

SUNDAY

MONDAY

TUESDAY

WEDNESDAY

THURSDAY

FRIDAY

FRIDAY

SUN MON TUE WED THU FRI SAT

Total Handled Abandoned0 50 100 150 200 250 300 350


CALL CENTER DASHBOARD FTR SLAAgent Activity REPORT

SELECT CC AGENT

Kathyrn Chadbourne

SUN 252

MON 284

TUE 118

WED 211

Abandoned THU 215

2% FRI 173

SAT 86

AHT AQT

139 0

136 4

188 6

151 3

Ave. Call Duration 181 4

179 Sec 199 7

264 12

CUSTOMER SATISFACTION CALL RESOLUTION

47 MINTarget: 30 min

26 CallTarget: 35

87%Target: 85%

Project

Dinnah

TEAM

PROJECT

SUPERVISOR

Call In-1

CALLS> 5 MIN Calls < SLA Longest Call Duration

Longest Not Ready Time Average Call Per Hour Utilization

20% 82%Improving 3% Needs Improvement by 8%

12 MINTarget: 4 min

improving 3%

191

improving 2%

OVERALL

RATING

SERVICE LEVEL

CUSTOMER

Target: 5%

AGREEMENT

HIGHimproving 4%

Escalation

RATE

22%

89%

HANDLED CALLS/ DAY

FIRST TIME RESOLUTION

78%

SATISFACTION

GOOD

0

500

1000

1500

2000

2500


Total Kathyrn

First Call

Two or more

Unresolved


AHT AQT

Satisfied

Not Satisfied

Neutral

Handled 250 Handled 250 Handled 250

Abd. 3 Abd. 3 Abd. 3

AHT 260 AHT 260 AHT 260

FCR 20% FCR 20% FCR 20%

ASA 4 ASA 4 ASA 4

Logged 40 Logged 40 Logged 40



AHT 260 AHT 260 AHT 260

FCR 20% FCR 20% FCR 20%

ASA 4 ASA 4 ASA 4




AHT 260 AHT 260 AHT 260

FCR 20% FCR 20% FCR 20%

ASA 4 ASA 4 ASA 4


CALL CENTER DASHBOARDAgent Activity Dashboard

Total Calls

2550

Total Minutes

4200

Total Agents

12

Lucilla Nass

95%

Jonelle Whiteley

76%

Brent Lassiter

85%

Dinah Bittner

92%

Roger Britt

88%

Mohammed Cowell

94%

Kathyrn Chadbourne

89%

Carmela Stamm

78%

Cheryll Sparacino

69%

8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 OFFE

RED

CA

LLS

14 35 36 38 73 71 58 44 48 34 25 26 36 33 18 17

8 24 18 34 45 44 35 55 42 40 22 23 32 34 23 10

11 25 36 36 30 43 47 44 35 27 31 19 44 33 18 15

8 18 21 30 37 30 41 32 26 28 25 41 21 20 20 11

9 28 66 111 133 152 104 79 69 28 28 21 23 12 12 10

6 9 7 12 18 31 28 19 28 13 22 17 21 21 18 9

5 19 25 40 38 45 37 30 44 23 20 22 28 20 14 12

61 158 209 301 374 416 350 303 292 193 173 169 205 172 123 84

8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23

1 0 39 27 31 47 76 68 42 40 23 14 11 0 3 0

10 18 20 3 28 80 59 96 94 48 14 8 3 7 21 5

2 29 11 49 10 12 4 40 10 50 45 43 41 11 13 3

0 8 7 1 2 14 21 44 6 13 8 4 7 1 6 5

3 3 3 0 3 4 5 11 13 9 10 9 2 5 1 2

0 1 5 1 2 4 2 3 3 1 1 6 6 10 5 4

0 4 4 4 8 6 5 0 1 3 1 7 2 7 1 1

8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23

2 3 4 4 3 5 5 4 4 3 3 3 4 3 3 2

2 2 3 4 4 4 5 5 4 4 3 3 2 3 2 2

1 2 2 2 3 4 4 4 4 4 3 3 2 2 2 2

1 2 2 2 3 4 4 4 4 3 3 3 2 2 2 2

1 2 2 2 4 4 4 4 4 4 3 3 2 2 2 1

1 2 2 2 3 3 4 4 4 3 3 2 2 2 2 1

1 2 2 4 4 4 4 4 4 4 3 3 4 2 2 1

PEAK

5-6

NORMAL

3-4

LOW

1-2

HANDLED vs. OFFERED

THURSDAY

RECOMMENDED vs ACTUAL AGENTS FORCASTING AGENT PER HOUR

FORCAST Accuracy

83%

HOUR

TOTAL

UTILIZATION

83%

Sunday

Monday

Tuesday

Wednesday

Thursday

Friday

Sunday

Monday

CALL HEAT MAP

ABANDONED CALLS

RECOMMENDED AGENTS

WEEKLY FORCASTING ANALYSIS

Saturday

Tuesday

Wednesday

Thursday

Friday

Saturday

FRIDAY

SATURDAY

SUNDAY

MONDAY

TUESDAY

WEDNESDAY

0 1000 2000 3000

SUN

MON

TUE

WED

THU

FRI

SAT

0

2

4

6

8

10

12

14

16


Actual Recommended

Building Reports

5 Easy Steps to build amazing Reports and Dashboards

Step 1: Define the Goal and Audience for your dashboard.• What is the ultimate goal for the report?

• Are there specific KPI’s you want to show?

• Who are the audience members?

• How often will it be updated?

Step 2: Sketch it!

Sketching your dashboard will help you visualize the end result, and before you spend too much time working on formulas, this will help you see ahead if your dashboard has the vision you want.

Step 3: Setting Up Your Excel Dashboard File

Turning your numbers into charts and meaningful results requires that you build an organized sheet that holds all your analysis, to do that you have to create 3 sheets in the file:

• Raw data

• Analysis (I call it “My Working Space”)

• Dashboard

Step 4: Analyzing your Data

Now it is time to deeply analyze your numbers and turn them into meaningful information that you can build your business decisions on:

You can use any of the excel formulas like sumproduct or tools like pivot tables or conditional formatting


Kathyrn Chadbourne163.644 37.764 30.2112 20.1408

Carmela Stamm 68.185 15.735 12.588 8.392

Cheryll Sparacino 109.096 25.176 20.1408 13.4272

Dinah Bittner 204.555 47.205 37.764 25.176

Roger Britt 81.822 18.882 15.1056 10.0704

Mahalia Payer 109.096 25.176 20.1408 13.4272

Mohammed Cowell 136.37 31.47 25.176 16.784

Lucilla Nass 163.644 37.764 30.2112 20.1408

Jonelle Whiteley 177.281 40.911 32.7288 21.8192

Brent Lassiter 150.007 34.617 27.6936 18.4624

Step 5: Building and Designing Dashboards

Finally, and after your data is ready, all what you have to do is to represent it into interactive or visualized charts.

You have a variety of tools to choose from:

• Shapes

• Charts

• Interactive lists

• Color coded cells

• Highlighting cells with Data bars

• And many more!

Questions?

I hope You enjoyed it!

Christine Shahin