Albany State University Technical Support Calls Report
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. |
12 |
Change page breaks so page 2 begins with the Computer ID column (column E). |
13 |
Set the print scale to 85%. |
14 |
Add a footer with your name on the left side, the sheet name code in the center, and the file name code on the right side. |
15 |
Save and close the workbook. Submit the workbook as directed. |