New Perspectives Excel 2019 Module 3: Textbook Project cameren jackson 1

New Perspectives Excel 2019 Module 3: Textbook Project

cameren jackson

1. Non-graded - Designing a Workbook for Calculations

2. Calculating with Dates and Times

To convert the first customer's hold time and call duration to seconds and minutes

3. AutoFilling Formulas and Data Patterns

To use AutoFill to extend the formula in cell H5

To extend the case number series in the call log

4. Applying Excel Functions

To use the Insert Function dialog box with the ROUNDUP function

To use the MIN and MAX functions to return the time of the first and last calls

To calculate the total call center hours, calls, and calls per hour

To calculate the average, median, and mode hold times

To calculate the typical length of the support conversations

To calculate and round the total operator time and the operator time per hour

To display the current date

5. Interpreting Error Values

To create an error value

6. Calculating Running Totals with the Quick Analysis Too

To create a running total using the Quick Analysis too

To remove the bold formatting from the running total

7. Exploring Cell References

To calculate the difference between the hold times and the 15-second goal

8. Working with the IF Logical Function

To use the IF function to indicate if a call exceeds the hold-time goal

To sum the number of failed calls

9. Formatting Input, Calculated, and Output Values

To apply cell styles to input, calculated and output values

To enter the input values and calculated values

10. Looking Up Data

To use the VLOOKUP function to determine the hold probability

To use the VLOOKUP function for the other output cells

11. Performing What-If Analyses with Formulas and Functions

To calculate the total hours a typical operator works

To calculate the shrinkage factor

To use Goal Seek to set the staff size to 30 employees

To calculate the performance of 19 operators