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This is an assignment again dealing with intermediate level Excel. This assignment deals with data from a software call center that handles Microsoft Office products. In this assignment we will use an Excel file (i.e. flat file). You will answer questions concerning this data using pivot tables.
Assume that you manage this call center (i.e. a help desk). The owner of the business has just called you to say that there has been a series of complaints by some of the customers about having to wait on hold too long. The owner wants you to look into the problem, but doesn’t have detailed information about who has been complaining. However, you think that a thorough analysis of the available data might be able to locate the problem. So in this assignment you will be analyzing data for the call center (i.e. a help desk) that handles problems with the Microsoft Office products.
Each time a customer calls the center, the helpdesk consultant responding to the call logs the data about the call in a database (the one provided for this problem). The data is held in an Excel file.
We are interested in using the following data:
CallID – Unique phone call identifier
AppName – Name of MS Office application experiencing problems
CustomerName – Name of customer’s company needing help
Compexity – Difficulty level of the problem
Date – The date the call was serviced
DOW – Day of the week, where Sunday=1, Monday=2, etc.
Year – Year of the call
Month – Month of the year of the call where 1 = January, 2 = February, etc.
Day – Day of the month of the call
Hour – Hour of the day the call was serviced, Midnight to 1am = 1, 1am to 2am = 2, etc.
StaffLevel – The number of consultants working in that hour
OnHoldMins – Number of minutes the customer was on phone hold waiting for the call to be answered
ServiceTimeMins – amount of time for consultant to solve problem

The instructions that were given to the consultants for entering data into the database are:

1. When you answer the call, issue the next sequential CallID to that call.
2. Enter the MS Office application name. The possible values are ACCESS, EXCEL, POWERPOINT or WORD
3. Enter the name of the customer company involved in the call
4. Enter the complexity of the problem. Possible values are EASY, MEDIUM or DIFFICULT
5. Enter the date of the call.
6. Enter the day of the week where Sunday=1, Monday=2, etc.
7. Log the hour of the day as 1, 2, 3, etc. where 1 = Midnight to 1am, 2 = 1am to 2am, etc.
8. Enter the amount of time the customer was on hold before you answered the call.
9. Enter the amount of time it took you to resolve the customer’s problem.

Data Analysis
Following are a series of questions that you are to answer based on the data provided. These questions should help you determine which company or companies are having on-hold problems and may even help you determine why this problem is occurring.

Questions:
For the following questions you should use the

Help_Desk_Spreadsheet.xls

Excel file that I have placed on Blackboard. You will create pivot tables using this data to answer the following questions:

1. What are the names of our customer companies and how many calls were made by each company?

2. Since you have been told that some of the companies think they have excessive wait times, determine the average wait times (On-Hold Minutes) for each company. Which company or companies do you think are complaining?

3. Now determine the number of times each company’s calls had no wait time to be serviced. Then calculate the number of times each company did have to wait for service. (Hint: This is still just a spreadsheet and you can copy data from other spreadsheets into another column and do your calculations from that.) As a final calculation, find the percentage of times a company had to wait for service. Now what company or companies do you think complained? Does this make you more assure of your answer in question 2 above or does it make you less sure?

4. Now we want to look to see what may be causing the increased wait times for the company or companies you think are experiencing the unacceptable wait times. This is an open ended question, but you may want to look at the wait times by the type of application, by the day of the week, the time of the day, etc. Do you see a pattern in the excessive wait times? Try and explain what you think the problem may be.

The answers to these questions should be placed in separate pivot tables with question 4 possibly having more than one separate pivot table. Each pivot table should be placed on a separate Excel page with the appropriate title and the tab appropriately labeled. Your analysis will be on a separate Word document.

Assignment Submission
Submit your workbook and your MSWord document electronically by submitting it in Blackboard. You must also submit a printed copy of your MSWord document in class on Thursday, November 5, 2015. I will be collecting them at the beginning of the class. Remember! Late submissions are not accepted for grading.

customer service software