Excel can be used as a powerful business intelligence (BI) tool to analyze data and present actionable insights. It allows users to collect, organize, and analyze data from various sources. Excel provides capabilities for data discovery, dashboards, reporting, analysis, and predictive analytics to help users identify patterns and trends and make more informed business decisions. The document demonstrates how Excel can be used to analyze call center metrics data through features like pivot tables, charts, and dashboards to provide visualizations and insights.

1. Introducing Excel as a
Powerful Tool in Data
Analytics
Let’s Get Started…

2. 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

3. 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

4. See Mix
in 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

5. 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.

6. 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.

7. Unlock numbers and tell the
story in your data
Case Study: Call Center Metrics Analysis

8. Raw Data Tables
Customer Customer #Ticket # Status PriorityFull Name Assigned Category NameSub Category NameCase 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 Khalifeh17940 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 Draghmeh29541 25081 1 0 Saeed Al-Akramawi0 Wimax Provisioningother 2012-10-31 21:06:18 0000-00-00 00:00:00AM001 - 1

9. 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

10. 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

11. Dashboard
Examples

12. WEEKLY KPI & EXECUTIVE SUMMARY SLA AHT
Weekly 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%
Sun Mon Tue Wed Thu Fri Sat
Service Level
0
500
1000
1500
2000
2500
Sun Mon Tue Wed Thu Fri Sat
Number of Calls
Offered
0%
20%
40%
60%
80%
100%
Sun Mon Tue Wed Thu Fri Sat
Agent Utilization Rate
76%
78%
80%
82%
84%
86%
88%
Sun Mon Tue Wed Thu Fri Sat
AverageResolution
Rate
0%
50%
100%
Sun Mon Tue Wed Thu Fri Sat
Forecasting Accuracy
Rate
0%
20%
40%
60%
80%
100%
Sun Mon Tue Wed Thu Fri Sat
Customer Satisfaction
Score

13. 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% 24
TARGET: 30
CALL PER HOUR
ACD FTR AHTAVARAGE CALLS PER DAY AGENT ASA Ave. Seconds to Answer
Brent Lassiter
WeeklyPerformance
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 Abandoned
0 50 100 150 200 250 300 350
Enquiry Incident Billing Problem

14. CALL CENTER DASHBOARD FTR SLA
Agent 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 MIN
Target: 30 min
26 Call
Target: 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 MIN
Target: 4 min
improving 3%
191
improving 2%
OVERALL
RATING
SERVICE LEVEL
CUSTOMER
Target: 5%
AGREEMENT
HIGH
improving 4%
Escalation
RATE
22%
89%
HANDLED CALLS/ DAY
FIRST TIME RESOLUTION
78%
SATISFACTION
GOOD
0
500
1000
1500
2000
2500
Sun Mon Tue Wed Thu Fri Sat
Total Kathyrn
First Call
Two or more
Unresolved
Sun Mon Tue Wed Thu Fri Sat
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
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
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
CALL CENTER DASHBOARD
Agent 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%

15. 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23
OFFEREDCALLS
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
Sun Mon Tue Wed Thu Fri Sat
Actual Recommended

16. Building Reports
5 Easy Steps to build amazing Reports and Dashboards

17. 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?

18. 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.

19. 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

20. 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
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

21. 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!

22. Questions?
I hope You enjoyed it!
Christine Shahin