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

2. 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

3. Simple vs. Weighted Averages

4. Weighted Average

5. Error Handling

6. Null values

7. Null values

8. Null values

9. Relative Reference

10. Absolute Reference

11. Column index number

12. Column index number cont’d

13. Column index number cont’d

14. Column index number cont’d

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

16. 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

17. 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

18. 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

19. 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

20. 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

21. 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

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

23. 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)

24. 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

25. Setting Up Data for Pivot Table

26. Setting Up Data for Pivot Table

27. 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

28. Create the Pivot Table (2007/2010)

29. 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

30. Set Up the Pivot Table (2007/2010)

31. Create a Calculated Field

32. Formatting Fields

33. Typical Switch Data

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

35. 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

36. Questions? Kristi Holcombe kholcomb@travelers.com Jud Beall