Getting What You Want from Your WFM Data Using Excel Tips, Pivot Tables and Charts Kristi Holcombe & JUD BEALL

Agenda Quick Tips Setting up and using Excel functions Simple vs. weighted averages Error handling Working with null values Relative vs. absolute cell references Lookup column indexes numbers Filter by color and text Macro to unhide all sheets Setting up and using Excel functions Setting up the data Creating charts Creating pivot tables Analyzing the data

Simple vs. Weighted Averages

Weighted Average

Error Handling

Null values

Null values

Null values

Relative Reference

Absolute Reference

Column index number

Column index number cont’d

Column index number cont’d

Column index number cont’d

Filter by Color or Text Tip: Windows button + Print Screen button allows capture of screenshots with drop downs

Unhide Sheets Macro to unhide all sheets Sub UnhideAllSheets() 'Unhide all sheets in workbook. Dim ws As Worksheet For Each ws In ActiveWorkbook.Worksheets ws.Visible = xlSheetVisible Next ws End Sub

It’s just a chart or a table … “We are overwhelmed by information, not because there is too much, but because we don't know how to tame it. Computers speed the process of information handling, but they don't tell us what the information means or how to communicate its meaning to decision makers. These skills are not intuitive; they rely largely on analysis and presentation skills that must be learned.” – Stephen Few, Perceptual Edge

Setting Up The Data Simple charts Group data in columns & rows Remove blank rows or columns OK to have calculated data such as averages or totals Example from “Expanding Your Toolkit” case problem Pick any open cell Click on Charts tab Select the type of chart desired Click on chart and choose Select Data

Why do we use charts? to compare to show the distribution to explain parts of the whole to tell the trend over time to find out the deviations to understand the relationship Additional reading: Communicating Numbers – by Stephen Few http://www.perceptualedge.com/articles/Whitepapers/Communicating_Numbers.pdf

Types of Charts Columns – “compare values across categories” Example – Total AHT by supervisor Line – “Display trends over time” Compare impact of one factor on another Example – Variation in AHT by agent

Types of Charts Pie – Display contribution of each element of the total Example – Sales & Service Revenues Bar – Compare multiple values Example AHT for men vs. women

Types of Charts Area – “Display differences between data sets over time” Scatter – “Compare pairs of values” Other – Variety of options including “high-low” view

Setting Up Data for Pivot Table Input data in columns May want to add identifiers for possible sorts/groupings Day of week name Date of month Skill Supervisor’s name Shift Tenure Other Remove all blank rows or columns Remove all subtotals, averages and summary data (or separate from data)

Setting Up Data for Pivot Table Beware of simple averages. Create total fields (if needed) for measures that are already reported as a percentage or average to facilitate weighted averages in the pivot table Service Level Average Handle Time Average Sales % Abandoned

Setting Up Data for Pivot Table

Setting Up Data for Pivot Table

Create the Pivot Table (2007/2010) Click on the “Insert” tab Choose “PivotTable” under the “Pivot Table” drop down Identify the table or range in the workbook where data is Can use an external data source Choose where you want the pivot table New worksheet Existing worksheet

Create the Pivot Table (2007/2010)

Set Up the Pivot Table (2007/2010) Pivot Table Field List Column headers from data are displayed under “Choose fields to add to report:” Select fields to be used in rows and columns by drag and drop Select any filters desired Identify calculations to be performed Count Average Standard deviation Sum Etc. Example from “Expanding Your Toolkit” session

Set Up the Pivot Table (2007/2010)

Create a Calculated Field

Formatting Fields

Typical Switch Data

Call Volume Pivot: 8am-4pm Mon-Fri

for providing the Using Pivot Tables – Process Flow Guide.pdf Special Thanks To Maggie Klenke for providing Using Pivot Tables and Charts in Excel – Case Problems.xlsx & Scott Roskilly for providing the Using Pivot Tables – Process Flow Guide.pdf

Questions? Kristi Holcombe kholcomb@travelers.com Jud Beall jud.beall@bcdtravel.com