Questions: For the following questions you should use the - Help_Desk_Spreadsheet_December_Only.xls

Excel file that I have placed on Blackboard. You will create pivot tables using this data to answer the following questions:

1. How many separate customer companies did our help center service? How many calls were made by each of these customers?

2. For all of the calls, for each customer, how many calls were made for each application and what was the average service time for each of the customers for each application? Is there anything interesting that you can see in these results? That is, are there any customers or applications that look different from the others?

3. Next you need to look at a combination of the different applications, the complexity of the problem and the different customers as characteristics and the number of calls and the average service time as key figures. Use this pivot table to answer the following questions:

a. Looking at all companies at once (that is, don't separate out each company), analyze the complexity of the calls and the number of calls and the average service time. Are there any conclusions you can come to?

b. Again, looking at all of the companies at once (i.e. don't separate them), analyze the complexity of the calls for each of the applications and analyze the number of calls and average service time. Are there any conclusions you can come to?

c. Now do the analysis in a and b above for each of the companies. That is for each company answer parts a and b above. Are there any conclusions you can come to? How useful is the data shown in part 3c-b?

Attachment:- help_desk_spreadsheet_december_only-1.xlsx