1. The Call Center Case

2. Tenure Problem In 2009 AGENT HireList sheet, create a column (T) labeled "STATUS", which will indicate if the employee is still an active employee or not based on the Attrition List. If the agent has not yet resigned, status should be "ACTIVE" otherwise "INACTIVE". Do conditional formatting by filling the cell with color red for INACTIVE employees while green for ACTIVE employees. In column (U), compute for the "TENURE" for those who have resigned, if the agent is still active, tenure should be "N/A".

3. Peg Score Create a column (T) labeled "PEG SCORE" which will compute for the aggregate of the Elocution, Grammar, Conversation Mgt, & Interactivity scores based on the following weights. Elocution - 20%, Grammar - 20%, Conversation Management - 30%, Interactive Ability - 30%. PEG SCORE is the weighted sum of all 4 scores. Addtionally, based on the "PEG SCORE" create a column (V) which will identify the Linguistic Hire Type based on the following parameters. PEG SCORE LINGUISTIC HIRE TYPE >3.00 EXCELLENT 2.76 - 3.00 REGULAR 2.39 - 2.75 MARGINAL

4. Age Create a column (W) which will compute for the "AGE" of the agent upon hiring or joining IBM. In column (X) "AGE MARKET TYPE", categorize the hire based on their age on the following criteria: AGE AGE MARKET TYPE 18 - 25 QUARTER LIFER 26 - 30 YOUNG PROFESSIONAL 31 - 39 ADULT 40 - 50 MID LIFER >50 DIVERSITY In a separate PPT file, create an appropriate chart showing the informaiton above

5. TAT IBM also wants to note the processing time in work hours, create a column (Y) "TAT" - TurnaroundTime which will show how long a candidate was processed from application to hiring.

6. UserName Lastly, you are to provide each IBMer with a Network Login username following the IBM convention of combining the first letter of the first name and the whole last name (i.e. Alfredo Antone = aantone). Create the user names in column (Z) "USERNAME".

7. School Determine the number of hires by gender and by school.

8. Average Age Hiring MonthAverage Age for MaleAverage Age for Female January February March April May June July August September October November December

9. No. of hires Hiring Month# of Hires# of Male Hires# of Female Hires January February March April May June July August September October November December Grand Total

10. Recruitment Churn Days to process and hire from date of application to date of hiring Hiring Month1 - 10 days11 - 20 days21 - 30 days30 - 40 days> 40 days January February March April May June July August September October November December Grand Total