Sheet1 Calls Closed During March CallID Customer ID RepID ✓ Solved

New Castle County Technical Services (NCCTS) provides technical support services for a number of companies in New Castle County, Delaware. You previously downloaded a dataset from the company’s database that contains a list of call cases that were closed during March. You want to use this data to enter summary statistics to complete billing analysis for March. Open the relevant Excel file and follow the instructions to perform calculations and create summaries based on the data provided.

Paper For Above Instructions

In the examination of the call cases closed during March by New Castle County Technical Services (NCCTS), we observe a variety of services provided to customers, including technical support and troubleshooting. The following analysis will detail the VLOOKUP and other Excel functions needed to calculate relevant statistics, aiding in a comprehensive billing analysis.

Understanding Data Overview

We begin by examining the dataset which consists of the Closed Calls during March. Essential fields include Call ID, Customer ID, Representative ID, Call Type ID, Rate, Hours Logged, Opened Date, and Closed Date. Each of these fields plays a critical role in determining the amount billed and the efficiency of the service provided.

Step-by-Step Instructions

The first step involves importing the data into an Excel workbook and ensuring that the relevant worksheets are accessible. Your primary task will be to establish relationships between the call cases and customer records using the VLOOKUP function.

In cell C5, you will insert a formula to retrieve customer names based on the Customer ID. The formula will look like this: =VLOOKUP(B5, Customers!A:B, 2, FALSE). This function searches for the Customer ID in the 'Customers' worksheet and returns the respective name.

Next, copy this formula down through cells C6 to C36 to ensure all customer names are populated. This automation saves a considerable amount of manual entry time and minimizes the chances of error.

Subsequent to this, you will insert another VLOOKUP formula in cell F5 aimed at obtaining the rates corresponding to the Call Type ID located in column D. The formula will appear as follows: =VLOOKUP(D5, Rates!A:B, 2, FALSE). This link to the Rates worksheet ensures that billing is accurate and reflects the established rates for services rendered. As before, drag this formula from F5 down to F36.

Calculating Amount Billed

In cell K5, an IF function will be established to determine the amount billed based on hours logged. This function is designed to add a premium charge if the hours exceed a threshold of 10 hours. The formula will be: =IF(J5<=$O$12, F5J5, (F5J5)+$O$13). This calculation correctly assesses the billing depending on the efforts expended and thus enhances customer transparency.

Similar dragging of this formula from K5 down to K36 will propagate the calculation for all rows pertaining to closed calls in March.

Summary Statistics

In cell O5, a function will be entered to calculate the total hours logged across all calls. Using the formula =SUM(J5:J36), we ensure that all operational hours are accounted for in this billing cycle.

The total amount billed can subsequently be calculated in cell O6 using the formula =SUM(K5:K36). This figure represents total revenue generated from technical support activities undertaken during the month.

Further, in cell O7, we can compute the average days needed to close calls using . To ascertain the fewest and most days open, we will input =MIN(I5:I36) and =MAX(I5:I36) respectively in O8 and O9.

Formatting and Finalizing the Document

To ensure the document is presentable, additional formatting can be applied such as merging cells for headers, applying accounting number formats to monetary values, and centering appropriate content.

Ensure columns that are not necessary for visibility (like RepID and CallTypeID) are hidden to enhance clarity for review. A footer containing your name, the sheet name, and file name should also be inserted for identification.

Upon completing the calculations and formatting, save the workbook, ensuring it stays organized and clear for review. The emphasis should also be placed on ensuring that all data presented aligns with the findings of our analysis.

Conclusion

In summary, by harnessing Excel functions such as VLOOKUP and IF constructs, NCCTS is better equipped to manage their billing and analysis effectively. The statistics derived from this dataset not only assist in the financial accountability but also enhance operational efficiency through structured data management. The insights gained from this analysis can guide future service strategies and customer relationship management.

References

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