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1
Download and open the file named EXP19_Ch04_Cap_TechSupport.xlsx. Grader has automatically added your last name to the beginning of the filename.
2
Freeze Panes so the first row containing column headings (Row 5) on the SupportCalls worksheet will remain static when scrolling. Ensure that Rows 1-4 are visible.
3
Convert the data to a table, name the table SupportCalls, and apply the Gold, Table Style Medium 12.
4
Remove duplicate records.
5
Add a new column to the table named Duration.
6
Create a formula using unqualified structured references to calculate the days required to resolve the incident (Date Resolved – Date Created).
7
Add a total row to display the Average days required to resolve an issue.
8
Sort the table by Agent Name in alphabetical order, add a second level to sort by Description, and create a custom sort order as follows: Won't power on, Virus, Printing Issues, Software Update, Forgotten Password. Add a third level to sort by Duration smallest to largest. (Mac users, to create the custom list, from the Excel menu, click Preferences. In the dialog box, click Custom Lists.)
9
Filter the table to only display closed incidents as indicated in the status column.
10
Use Quick Analysis to apply Data Bars conditional formatting to the Duration column (range I6:I85). Mac users, on the Home tab, click Conditional Formatting, and under Solid Fill, click Blue Data Bar.
11
Create a new conditional format that applies Red fill and bold font to incident (range A6:A85) that required 30 or more days to resolve.
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