New Perspectives Excel 365 | Module 7: End of Module Project 1 Sampson Insurance Services

GETTING STARTED

1. Save the file NP_EX365_EOM7-1_FirstLastName_1.xlsx as NP_EX365_EOM7-1_FirstLastName_2.xlsx

a. Edit the file name by changing “1” to “2”.

b. If you do not see the .xlsx file extension, do not type it. The file extension will be added for you automatically.

2. With the file NP_EX365_EOM7-1_FirstLastName_2.xlsx open, ensure that your first and last name is displayed in cell B6 of the Documentation worksheet.

a. If cell B6 does not display your name, delete the file and download a new copy.

PROJECT STEPS

1. Chloe Wu is the manager of the customer call center for Sampson Insurance Services. For the past three months, she has been keeping track of the support calls the center receives, and asks for your help in analyzing the data. Go to the Customer Call Log worksheet, which contains the Calls table where Chloe has been entering support call data. In the Call Type column, she needs to list the type of call corresponding to the code in the Call Code column. In cell E5, enter a formula using the XLOOKUP function to look up the call type according to the call code. Use a structured reference to look up the call type value in the same row of the table. Find the corresponding value in the named range Call_Code, and return the value from the named range Call_Type in the Call Types worksheet. Fill the formula into the range E6:E143, if necessary.

2. Customers can rate their service representative by completing a four-question survey at the end of each call. Chloe entered the scores in columns labeled Question 1, Question 2, Question 3, and Question 4 of the Calls table. She wants to calculate the average rating for each call in the Average column. In cell J5, enter a formula using the AVERAGE function and structured references to average the values in the Question 1 to Question 4 columns of the Calls table. Fill the formula into the range J6:J143, if necessary.

3. In the range L4:N13, Chloe set up an area to summarize some data about the service representatives handling the customer support calls. First, she wants to count the number of calls each service representative handled. In cell M5, enter a formula using the COUNTIF function and a structured reference to the Service Rep column in the Calls table to count the number of calls Kirsten (cell L5) handled. Fill the formula into the range M6:M13 without formatting.

4. Chloe also wants to average the combined scores for each employee. In cell N5, enter a formula using the AVERAGEIF function and structured references to the Service Rep and Average columns in the Calls table to average the scores Kirsten (cell L5) received for all the calls she handled. Fill the formula into the range N6:N13 without formatting.

5. Go to the Call Type by Rep worksheet. Chloe wants to compare the call data by type for each service rep. In cell A3, insert a PivotTable based on the Calls table. Use SupportCalls as the name of the PivotTable. Display the service rep names as column headings, and the call types as both row headings and values.

6. Apply Sky Blue, Pivot Style Medium 9 to the PivotTable to coordinate with the table on the Customer Call Log worksheet. Center the data in the range B4:K10 to make it easier to read.

7. Chloe notices that Service Rep Tobias has three calls in the Other Insurance category, which she knows is incorrect. Return to the Customer Call Log worksheet, and then change the Call Code in cell D13 to 14, which assigns a call to Tobias in the Property Insurance category. Go to the Call Type by Rep worksheet and refresh the data in the PivotTable.

8. Go to the Scores by Date worksheet. In cell A3, insert another PivotTable based on the Calls table. Use Monthly as the name of the PivotTable. Display the Date values as column headings, which automatically groups the data by month. Display the Service Rep names as row headings and the Average score data as values.

9. Change the summary function to Average for the data in the Values area and apply the Number number format with 2 decimal places to those values.

10. In cell A3, use the text Average Scores to identify the values. In cell B3, use the text Months to identify the column headings. In cell A5, use the text Service Reps to identify the row headings. Apply Sky Blue, Pivot Style Medium 9 to the PivotTable to match the other PivotTable. (Hint: if you cannot type "Service Reps" in cell A5, you can remove the "Days (Date)" field from the Columns area and try again.)

11. Chloe wants to focus on scores for calls involving Auto Insurance in May. Create a slicer for the Monthly PivotTable based on the Call Type field. Resize the slicer to a height of 2". Move the slicer so its upper-left corner is in cell F3 and its lower-right corner is in cell G12. Use the slicer to filter the Monthly PivotTable by the Auto Insurance call type.

12. Create a timeline slicer based on the Date field in the Monthly PivotTable. Resize the timeline slicer to a width of 6.5". Move the slicer so that its upper-left corner appears within cell A16 and its lower-right corner appears in cell G23. Use the timeline slicer to show data for May only.

13. Resize columns B:C to 12.00 and center the data in the range B3:C11.

Your workbook should look like the Final Figures on the following pages. Save your changes, close the workbook, and then exit Excel. Follow the directions on the website to submit your completed project.

Final Figure 1: Customer Call Log Worksheet

Windows, Access, Excel, and PowerPoint are registered trademarks of Microsoft Corporation. Microsoft and the Office logo are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. This product is an independent publication and is neither affiliated with, nor authorized, sponsored, or approved by, Microsoft Corporation. Copyright (c) 2025 Cengage Learning. All Rights Reserved.

Final Figure 2: Call Type by Rep Worksheet

Windows, Access, Excel, and PowerPoint are registered trademarks of Microsoft Corporation. Microsoft and the Office logo are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. This product is an independent publication and is neither affiliated with, nor authorized, sponsored, or approved by, Microsoft Corporation. Copyright (c) 2025 Cengage Learning. All Rights Reserved.

Final Figure 3: Scores by Date Worksheet

Windows, Access, Excel, and PowerPoint are registered trademarks of Microsoft Corporation. Microsoft and the Office logo are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. This product is an independent publication and is neither affiliated with, nor authorized, sponsored, or approved by, Microsoft Corporation. Copyright (c) 2025 Cengage Learning. All Rights Reserved.