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The Complete Excel Course with AI Integration

Excel course for customer service team leaders

For customer service and call centre team leaders who report on agents, service level and complaints in Excel. The Complete Excel Course with AI Integration has no call centre data of its own; this page picks out the lessons a team's reporting is built from: conditional totals and percentages for agent scorecards, ranking with SORTBY, the Pareto and combo charts, PivotTables by interval and day, Power Query for daily exports, and the MarketPulse dashboard.

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Taught by Sagnik Bhattacharya and Virginia Thorn

The Complete Excel Course with AI Integration: Sagnik Bhattacharya and Virginia Thorn

What you will be able to do

At work, you will be able to:

  • Build an agent scorecard of calls handled, handle time, quality score and attendance with SUMIFS and COUNTIFS.
  • Work out service level and abandon rate by interval and day as percentages, with IFERROR for an interval with no calls.
  • Rank agents against target with SORTBY, label them with IF and IFS, and list those below target with FILTER.
  • Find the main complaint reasons with COUNTIFS and a Pareto chart, and show call volume against service level in a combo chart.
  • Combine a folder of daily dialler or CRM exports into one clean table with Power Query.
  • Build a team dashboard with KPI cards, PivotCharts, a timeline and slicers by team and day.

Projects

What you will build.

The course has 14 projects. These five matter most here.

  • Marketing dashboard in Excel with slicers at work (MarketPulse): KPI cards, a spend against revenue chart and a monthly ring, filtered to one channel by the Channel and Campaign slicers.

    Project 08

    MarketPulse

    One screen that shows which campaigns earn back their spend.

    A contact centre view: service level, abandon rate and quality as KPI cards, with slicers for each team and a timeline for the day or week.

  • Nine Excel chart types from the Marketing Engagement Dashboard: combo, bar, funnel, Pareto, waterfall, histogram, box and whisker, sunburst and treemap.

    Project 04

    Marketing Engagement Dashboard

    Nine charts, each picked for the question it answers.

    A Pareto chart of complaint reasons and a combo chart of call volume against service level.

  • Power Query sales report in Excel (SalesFusion): sales by category, sales by region and a monthly trend, with slicers for channel, year, category and region.

    Project 12

    SalesFusion

    A sales report that refreshes itself from a folder of files.

    Only its Power Query lessons up to From Folder are on this page: a folder of daily exports turned into one table before the scorecard.

  • Excel PivotTables and a PivotChart of sales data (SalesPlusPerformance): net sales by product category as a column chart, with State, Region and City filters.

    Project 05

    SalesPlusPerformance

    A sales question answered in seconds, straight from the order data.

    Calls and handle time by agent, team and interval from one table, with slicers to show a single team.

  • Project 03

    Sales Goal Tracker

    Agent results against target: IF and IFS for the label, COUNTIFS and SUMIFS for calls and handle time by agent and day.

Lessons

The lessons that matter, in course order.

The Complete Excel Course with AI Integration has 186 lessons. This page picks out 56 of them, 4 h 33 min of video. Each lesson keeps its number in the course.

Where to start

Lesson 10 Relative vs absolute references in Excel

Begin at Lesson 10 if you can enter data and total a column: service level and abandon rate start with percentages and fixed references. New to Excel? Begin at Lesson 1. If COUNTIFS and PivotTables are familiar, go to Lesson 105 for the dashboard, or to Lesson 153, where Power Query for daily exports begins.

56 of 186 lessons · 4 h 33 min

01 Microsoft Excel fundamentals: building a foundation from scratch 3 of 13 lessons · 10 min Ratios for a contact centre: a target held in one cell with an absolute reference, service level and abandon rate as percentages, and IFERROR for an interval with no calls. The lessons build a personal budget.
  1. 10 Start here Relative vs absolute references in Excel Dollar signs and mixed references 3 min
  2. 11 Calculating percentages in Excel Each expense as a percentage of income 2 min
  3. 12 Common Excel errors and how to fix them DIV0, NAME, VALUE errors and IFERROR 4 min
04 Essential formulas and functions (IF, SUMIF and more) 12 of 13 lessons · 1 h 9 min IF and IFS to label an agent above, near or below target, AND and OR for two conditions, COUNTIFS and SUMIFS for calls, handle time and scores by agent and day, and date and time functions. The lessons use sales data.
  1. 28 Logical functions in Excel TRUE and FALSE comparisons for beginners 5 min
  2. 29 The IF function in Excel Pass or fail results with a single condition 3 min
  3. 30 IF function practice in Excel Categorise sales data with IF formulas 6 min
  4. 31 Nested IF and IFS in Excel Customer value tiers with nested IF 6 min
  5. 32 Nested IF and IFS in Excel Sales performance labels with the IFS function 5 min
  6. 33 AND and OR with IF in Excel Flag high-value deals with multiple conditions 8 min
  7. 34 SUM, COUNT and COUNTA in Excel SUM with FILTER and counting numbers with COUNT 7 min
  8. 35 SUM, COUNT and COUNTA in Excel COUNTA, unique counts and completeness checks 4 min
  9. 36 SUMIF and COUNTIF in Excel Conditional sum and count with one criterion 8 min
  10. 37 SUMIFS and COUNTIFS in Excel Sum and count with multiple criteria 7 min
  11. 38 The Excel function library Insert Function dialog and Formula AutoComplete 5 min
  12. 39 Date and time functions in Excel TODAY, NOW, MONTH and date arithmetic 6 min
06 Data visualisation: charts and graphs 4 of 9 lessons · 21 min A combo chart for call volume against service level, chart formatting, sparklines for each agent's month, and a Pareto chart for complaint reasons.
  1. 52 Combo charts in Excel Column and line chart with a secondary axis 4 min
  2. 53 Formatting charts in Excel Titles, data labels, colours and chart styles 7 min
  3. 54 Sparklines in Excel Line, column and win-loss mini charts in cells 5 min
  4. 55 Funnel, Pareto and waterfall charts in Excel Modern charts for business data 5 min
07 PivotTables and PivotCharts: data analysis made easy 10 lessons · 33 min PivotTables over call records: calls and handle time by agent, team, interval and day, grouping by date, slicers and PivotCharts. The lessons use sales orders.
  1. 57 PivotTables 101 in Excel What a PivotTable does and the sales dataset 5 min
  2. 58 Preparing data for PivotTables Clean data with TRIM, PROPER, find and replace 5 min
  3. 59 Create your first PivotTable in Excel Insert a PivotTable from a sales table 1 min
  4. 60 PivotTable fields in Excel Rows, values, columns and Value Field Settings 2 min
  5. 61 PivotTable summaries in Excel Sales by product category and grouping by date 4 min
  6. 62 Slicers in Excel Filter PivotTables with clickable buttons 3 min
  7. 63 PivotCharts in Excel Create interactive charts from a PivotTable 5 min
  8. 64 PivotTable design Tab Report layouts, PivotTable styles and number formats 5 min
  9. 65 Refresh a PivotTable in Excel Update pivots when source data changes 2 min
  10. 66 Excel Ninja Challenge PivotTable sales by region, category and monthly trend 1 min
08 Advanced Excel functions: lookups, text and arrays 3 of 12 lessons · 15 min UNIQUE for the list of agents or reasons, FILTER for the agents below target, and SORT and SORTBY to rank the team by score.
  1. 75 UNIQUE function in Excel Extract a distinct list with dynamic arrays 6 min
  2. 76 FILTER function in Excel Dynamic array filtering with AND and OR criteria 5 min
  3. 77 SORT and SORTBY in Excel Sort data dynamically with formulas 4 min
11 MarketPulse campaign intelligence dashboard 10 lessons · 50 min MarketPulse, from clean data to dashboard: KPI formulas with IFERROR, PivotTables, PivotCharts, KPI cards, slicers and a timeline. Its ratios are click-through and conversion rates; service level and abandon rate are built the same way.
  1. 105 MarketPulse marketing dashboard in Excel Project overview and campaign data 4 min
  2. 106 Clean and check marketing data in Excel Remove duplicates, Copilot KPI plan 4 min
  3. 107 Plan a marketing dashboard with ChatGPT KPIs and the PivotTable strategy 4 min
  4. 108 Marketing PivotTables in Excel Build the MarketPulse pivot back end 6 min
  5. 109 CTR, conversion rate and ROI in Excel Marketing KPI formulas with IFERROR 4 min
  6. 110 PivotTables with Copilot Generate and verify marketing pivots in Excel 6 min
  7. 111 Marketing charts and a timeline in Excel MarketPulse dashboard PivotCharts 4 min
  8. 112 KPI cards in Excel Marketing KPI cards for the MarketPulse dashboard 7 min
  9. 113 Slicers for an Excel dashboard Interactive filtering in MarketPulse 4 min
  10. 114 Polish an Excel marketing dashboard Final formatting and insights in MarketPulse 9 min
15 SalesFusion: advanced data tools and a Power Query modelling system 14 of 21 lessons · 1 h 16 min Power Query for daily exports: a CSV import, columns and text cleaned, data types fixed, Group By to check totals, a merge to add each agent's team, Append, and From Folder to combine a folder of files. The lessons use sales files.
  1. 153 SalesFusion Power Query project Excel ETL pipeline and data model overview 5 min
  2. 154 Introduction to Power Query in Excel The ETL workflow explained 5 min
  3. 155 Import a CSV with Power Query Get data from text and transform data 2 min
  4. 156 Clean columns in Power Query Remove and rename columns for modelling 5 min
  5. 157 Clean text in Power Query Trim, clean, replace values and fix text case 6 min
  6. 158 Data types in Power Query Fix date, whole number, decimal and text types 7 min
  7. 159 Date columns in Power Query Add year, month and year-month fields for reports 7 min
  8. 160 Business logic in Power Query Custom and conditional columns for profitability 6 min
  9. 161 Group By in Power Query Summarise sales by month and region to validate data 5 min
  10. 162 Close and Load in Power Query Connection only, table or Data Model 5 min
  11. 163 Merge queries in Power Query Look up product and region names with a left join 5 min
  12. 164 Reuse a Power Query pipeline Duplicate queries for a new year of sales data 5 min
  13. 165 Append queries in Power Query Combine 2024 and 2025 sales tables 3 min
  14. 166 From Folder in Power Query Combine every sales file in a folder automatically 9 min

Instructors

Who teaches it.

Virginia Thorn smiling at the camera, dark hair tied back, wearing a navy top.

Instructor, Excel with AI

Virginia Thorn

Emmy Award winner. Teaches Excel with AI at Coding Liquids.

Questions

Asked before starting.

Is there an Excel course for customer service team leaders?

Yes. The Complete Excel Course with AI Integration from Coding Liquids teaches the Excel behind a service team's numbers: calls, handle time and quality scores by agent with SUMIFS and COUNTIFS, service level and abandon rate as percentages with IFERROR, agents ranked with SORTBY, complaint reasons in a Pareto chart, daily exports combined with Power Query, and a team dashboard with KPI cards and slicers. The 56 lessons here take 4 hours 33 minutes.

Can I calculate service level, abandon rate and average handle time?

Yes, as ratios built from conditional totals in The Complete Excel Course with AI Integration: COUNTIFS counts the calls answered inside your target time and the calls abandoned, SUMIFS adds up handle time by agent or day, and a division gives service level, abandon rate and average handle time. IFERROR covers an interval with no calls. Your own targets and definitions go into the formulas.

Does the course cover Erlang C or workforce management?

No. The Complete Excel Course with AI Integration teaches Excel, not contact centre planning. Erlang C staffing, call volume forecasting and workforce management software are not taught. Its lessons apply to the reporting a team leader does once the dialler or CRM data is in Excel: agent scorecards, service level by interval, complaint analysis and the team dashboard.

How do I combine the daily exports from the phone system?

Save each day's export in one folder and follow the Power Query lessons of The Complete Excel Course with AI Integration: a CSV import, columns cleaned and typed, a merge that adds each agent's team, Append for a new period and From Folder to combine the files in one step. A refresh adds the newest day. The lessons use sales files; an export with a fixed layout follows the same steps.

Can I rank agents against target and see who needs coaching?

Yes. With what The Complete Excel Course with AI Integration teaches, IF and IFS label each agent above, near or below target, SORTBY ranks the team by quality score or calls handled, and FILTER lists the agents below target on a sheet of their own. Sparklines beside each name show the trend across the month.

Excel with AI

See the whole course.

The Complete Excel Course with AI Integration: 16 hours of video in 186 lessons, built around 14 projects, with lifetime access, a Certificate of Completion and a 14-day money-back guarantee.

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