University of Phoenix Excel and Cognos Worksheet

You will use Excel and the IBM Cognos tool to analyze and display data to solve problems and inform decision making. Using a method similar to the qualitative research process, you will identify an issue and use mathematical formulas or an analytic tool to derive a solution. You will create at least two visualizations using Cognos and its power of data analysis to inform your analysis and interpretation.

SCENARIO

Your supervisor has been assigned to be the interim manager of the IT Help Desk and needs your help. The previous help desk manager retired after many years in that position and never conducted any analysis of his team’s performance. Coming into this new job, your supervisor would like to gain more insight into the strengths and challenges of her help desk team.

First, you will need to collect data on the help desk tickets. This data will provide insight into the help desk’s performance and give you clues on how to improve the unit. You learn that the help desk has several goals. These goals relate to the measurement of key performance metrics, such as the number of days tickets are open and client satisfaction ratings. You would like to know how well the team members achieved these goals under the previous manager. Analysis of the help desk data will help you understand the team’s performance on these goals.

You plan to analyze the data using standard statistical methods in Microsoft Excel. However, one of your colleagues suggests that you also use a data analytics tool called Cognos Analytics, which could help you uncover hidden information. Cognos Analytics can also create graphic depictions of the key information to help you visualize the data. You decide to use both approaches.

Your task is to conduct data analysis and prepare a final report for your supervisor about your findings. Your report will include at least two visualizations created in Cognos and a set of recommended solutions for improving the performance of the help desk.

Your work will be evaluated using the competencies listed below.

• 1.1: Organize document or presentation clearly in a manner that promotes understanding and meets the requirements of the assignment.
• 1.2: Develop coherent paragraphs or points so that each is internally unified and so that each functions as part of the whole document or presentation.
• 1.4: Tailor communications to the audience.
• 1.5: Use sentence structure appropriate to the task, message and audience.
• 1.6: Follow conventions of Standard Written English.
• 3.1: Identify numerical or mathematical information that is relevant in a problem or situation.
• 3.2: Employ mathematical or statistical operations and data analysis techniques to arrive at a correct or optimal solution.
• 3.3: Analyze mathematical or statistical information, or the results of quantitative inquiry and manipulation of data.
• 3.4: Employ software applications and analytic tools to analyze, visualize, and present data to inform decision-making.

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1929
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318
858
1978
1209
887
1780
1349
1893
645
1492
1978
216
1586
1554
518
903
588
650
1435
1980
916
86
24
107
197
233
1574
1706
496
1151
1618
1916
82
341
1887
16
1222
755
1961
1350
1704
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48
18
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1
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3
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0
20
1
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9
15
6
1
7
17
10
4
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0
7
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6
6
14
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5
20
1
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13
7
5
0
0
5
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11
2
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0
13
3
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1865
822
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1166
207
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953
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39
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1941
995
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294
228
176
1883
668
1178
1065
839
1100
1982
1599
721
886
598
77
1058
643
1413
420
1903
448
Management
Regular
Management
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Executive
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New Employee
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New Employee
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Executive
New Employee
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Management
New Employee
Executive
2
19
43
27
35
25
15
10
26
42
2
10
46
36
9
1
2
40
6
16
18
12
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5
15
2
21
47
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1
18
25
44
16
24
27
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13
36
23
44
39
35
23
46
6
19
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2
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0
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6
23
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0
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9
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17
1
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6
6
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0
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6
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68
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173
434
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634
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355
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71
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1652
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245
366
264
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721
230
1286
1959
188
1575
717
1066
1637
307
241
57
680
795
285
173
1948
600
346
1512
1448
Executive
New Employee
Management
Executive
Management
Regular
Regular
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Management
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Regular
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Regular
Management
Executive
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New Employee
New Employee
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Executive
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Executive
Management
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Regular
New Employee
Regular
Regular
Executive
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Executive
Management
Management
Regular
31
37
28
7
28
41
35
21
2
32
29
46
3
15
2
8
9
29
4
22
39
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11
24
14
21
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14
44
37
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37
7
33
11
24
31
39
7
35
37
12
41
43
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2
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2
3
2
2
3
3
3
0
2
3
1
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3
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0
1
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3
3
3
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1
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1
7
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16
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1
8
16
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0
4
10
3
22
8
11
5
0
0
0
31
0
8
16
0
6
6
1
0
16
0
8
0
17
21
2
1
3
17
9
10
21
16
0
1
13
5
3
140
141
142
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185
186
1721
946
1914
1700
1451
740
825
325
1098
761
1900
584
600
718
1315
1594
278
1282
1646
1781
900
916
2000
1458
97
1464
1749
351
795
1822
272
1930
387
671
52
874
1595
1738
519
923
1994
570
954
446
908
778
1201
New Employee
New Employee
Management
New Employee
New Employee
Regular
Regular
Executive
Regular
New Employee
Executive
Regular
Executive
Regular
Management
Management
Regular
New Employee
Regular
Executive
Executive
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Regular
New Employee
Regular
Management
Regular
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Regular
Regular
Regular
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Regular
Regular
Executive
Management
Regular
Management
Executive
New Employee
Regular
New Employee
New Employee
New Employee
New Employee
New Employee
11
50
20
15
31
8
30
12
24
23
27
10
44
19
49
6
17
23
30
16
25
35
15
34
16
7
25
5
46
13
40
21
49
42
26
1
38
42
18
39
2
7
3
8
9
23
8
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Software
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2
2
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188
189
190
191
192
193
194
195
196
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198
199
200
201
202
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204
205
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216
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218
219
220
221
222
223
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225
226
227
228
229
230
231
232
233
46
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678
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774
349
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1019
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359
525
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177
1936
322
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712
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569
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624
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1234
237
483
801
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1544
1801
630
698
1566
1860
524
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Management
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6
38
23
11
14
7
46
10
21
26
11
50
29
48
33
20
24
8
14
37
15
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44
24
18
43
1
25
11
9
28
30
22
29
37
16
40
11
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19
34
13
32
26
2
18
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2
2
2
3
2
2
2
2
3
2
2
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2
2
0
2
2
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2
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2
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7
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2
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1
3
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15
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8
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234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
1660
705
1859
142
461
683
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499
1200
1438
1011
1471
1401
1579
704
521
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1052
1025
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292
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73
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108
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1990
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1859
1045
166
1591
551
1631
1002
443
562
1185
805
1878
317
676
1225
Management
Regular
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Regular
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New Employee
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Management
39
9
40
26
7
25
20
33
3
5
32
48
48
17
35
9
12
7
7
1
16
8
45
48
42
35
5
19
45
40
30
26
32
24
18
10
35
8
40
3
19
11
41
23
19
36
41
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9
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288
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Management
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25
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5
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31
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30
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27
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29
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0
3
1
2
0
1
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1
2
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8
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4
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5
24
5
27
1
13
15
11
6
2
28
19
14
8
9
3
19
23
6
8
15
3
3
0
19
19
5
1
6
2
12
8
2
0
0
11
18
4
0
1
21
1
0
1926
1927
1928
1929
1930
1931
1932
1933
1934
1935
1936
1937
1938
1939
1940
1941
1942
1943
1944
1945
1946
1947
1948
1949
1950
1951
1952
1953
1954
1955
1956
1957
1958
1959
1960
1961
1962
1963
1964
1965
1966
1967
1968
1969
1970
1971
1972
1890
1892
424
553
1679
233
568
334
564
1495
1348
10
594
1798
1403
444
1721
274
267
1723
1093
861
932
946
893
1148
1669
1378
1466
563
194
1960
1484
1802
1320
1845
1539
1072
1034
1969
989
1858
1859
748
58
824
1823
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38
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24
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15
22
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7
29
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1973
1974
1975
1976
1977
1978
1979
1980
1981
1982
1983
1984
1985
1986
1987
1988
1989
1990
1991
1992
1993
1994
1995
1996
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
2014
2015
2016
2017
2018
2019
867
421
749
674
1793
1661
1287
1033
296
1138
311
1943
34
1702
1504
558
628
805
546
608
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1306
698
383
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1080
480
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1920
468
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161
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38
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42
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3
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5
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2021
2022
2023
2024
2025
2026
2027
2028
2029
2030
2031
2032
2033
2034
2035
2036
2037
2038
2039
2040
2041
2042
2043
2044
2045
2046
2047
2048
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2050
2051
2052
2053
2054
2055
2056
2057
2058
2059
2060
2061
2062
2063
2064
2065
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296
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704
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331
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542
277
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295
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16
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2072
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2074
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2076
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2079
2080
2081
2082
2083
2084
2085
2086
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2090
2091
2092
2093
2094
2095
2096
2097
2098
2099
2100
2101
2102
2103
2104
2105
2106
2107
2108
2109
2110
2111
2112
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121
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1177
138
1491
1450
1783
1395
527
1440
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513
1272
923
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230
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334
259
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229
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840
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29
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26
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41
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