How do I show this trend MOM (month over month) by agent-I want to see each agents AHT so I can determine outliers+call center question

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How do I show this trend MOM (month over month) by agent-I want to see each agents AHT so I can determine outliers+call center question

Carrie Ward 80

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Flora-T 3,200 Microsoft External Staff Moderator

Dear Carrie Ward

Thank you very much for reaching out to Microsoft Q&A Forum and sharing the detailed information, it’s greatly appreciated and helps me better understand your situation. From your description, it sounds like the core requirement is to track Month‑over‑Month (MoM) Average Handle Time (AHT) trends for each agent in Excel, and to be able to highlight outliers where performance deviates significantly.

Before I proceed further with internal testing, could you kindly help confirm two points so that I can scope this correctly?

Should the AHT values in your dataset be interpreted as minutes (e.g., 13 minutes 30 seconds) or as hours (e.g., 13 hours 30 minutes)? In Excel, both can appear similar (hh:mm format), but the calculation approach is very different depending on which you intend.
To confirm your main objective: is the goal to have an Excel chart (on Android) that shows each agent’s AHT trend tracked across months (Feb → Mar → Apr, etc.) and also to identify agents whose MoM change makes them outliers compared to others?

I am currently performing a series of internal checks to validate how this can best be achieved within Excel for Android, given it does not have the full Power Query and PivotTable functionality of Excel for desktop or web. Once I have your clarification, I will be able to ensure the solution reflects your exact data format and reporting needs.

I completely understand how important this type of monitoring is in a call center context, and I truly appreciate your patience while I work through these details. Please rest assured that as soon as I have validated findings, I will get back to you immediately with concrete guidance.

Thanks again for your cooperation and for helping me scope this clearly.

Please understand that my initial response may not always resolve the issue immediately. However, with your help, I’ll do my best to support you with practical steps and connect you with the right resources.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Carrie Ward 80 Reputation points

2025-08-19T15:17:57.37+00:00
Should the AHT values in your dataset be interpreted as minutes (e.g., 13 minutes 30 seconds) or as hours (e.g., 13 hours 30 minutes)? In Excel, both can appear similar (hh:mm format), but the calculation approach is very different depending on which you intend. Answer: minutes:seconds

To confirm your main objective: is the goal to have an Excel chart (on Android) that shows each agent’s AHT trend tracked across months (Feb → Mar → Apr, etc.) and also to identify agents whose MoM change makes them outliers compared to others? Yes, exactly!

Not for Android! On Microsoft Excel!
Carrie Ward 80 Reputation points

2025-08-20T15:20:48.3+00:00

Hey any updates on this question please?
Flora-T 3,200 Reputation points Microsoft External Staff Moderator

2025-08-21T15:01:15.2833333+00:00
Hi Carrie Ward

Thank you for your patience while I reviewed your request in more detail. Below are the steps you can use in Excel to visualize each agent’s AHT trend month-over-month and easily spot outliers using a chart:

Step 1: Set Up a new Excel Workbook and input each agent’s AHT (Average Handle Time) in the format h:mm:ss (e.g., 0:13:30)

In Sheet1, please enter the raw data as follows:

Step 2: Convert h:mm:ss to Decimal Minutes

Create Sheet2 for calculations and charting > copy the headers and agent names from Sheet1.

In B2 (for Agent A’s Feb AHT), enter the following formula to convert mm:ss to decimal minutes:

=MINUTE(Sheet1!B2) + SECOND(Sheet1!B2)/60

Drag this formula across to column E and down to row 8 for all agents and months.

Format these cells as numbers with two decimal places (Right-click > Format Cells > Number > 2 decimal places).

Step 3: Create the Trend Chart

In Sheet2, select the range A1:E8 (agents and decimal minutes).

Go to Insert > Charts > Line > 2D Line with Markers.

Excel will generate a line chart:

X-axis: Months (Feb, Mar, Apr, May)

Y-axis: AHT in decimal minutes

Each line: Represents one agent (legend will show Agent A, B, etc.)

Step 4: Visually Identify Outliers

Review the chart to spot any agent lines that show a sharp increase or decrease compared to others.

Outliers will be visually obvious as lines that spike or dip away from the general trend.

For example, if Agent A’s line jumps significantly in April or May, this agent is likely an outlier for those months.

Optionally, to make outliers stand out, you can:

Manually change the color of the outlier agent’s line (right-click the line > Format Data Series).

Add data labels to highlight specific values (right-click the data point > Add Data Label).

Use text boxes or arrows (Insert > Shapes) to point out notable trends.

Please understand these steps are based on my testing and follow your original question closely. If you have any further questions or need additional assistance, please feel free to reach out, I truly appreciate your follow-up and I’m here to support however I can.
Carrie Ward 80 Reputation points

2025-08-21T15:04:08.1333333+00:00

Checking this out now! Thank you for your effort!
Carrie Ward 80 Reputation points

2025-08-21T15:23:29.9266667+00:00

The agents AHT change every month so I am not certain how to create data visualization when each month agents AHT rankings are different so we have columns of agents changing every month (month over month). Does that make sense?
Carrie Ward 80 Reputation points

2025-08-21T15:24:46.8333333+00:00

For example, agent A may have an AHT for Jan of 13:01 minutes, Feb AHT of 14:00 minutes, Mar AHT of 10:00 minutes etc. Thoughts?
Carrie Ward 80 Reputation points

2025-08-21T15:28:43.71+00:00

For example, agent A may have an AHT for Jan of 13:01 minutes, Feb AHT of 14:00 minutes, Mar AHT of 10:00 minutes etc. Thoughts?
Flora-T 3,200 Reputation points Microsoft External Staff Moderator

2025-08-22T14:37:25.2766667+00:00
Hi Carrie Ward

Thank you for the clarification.

After creating the trend line chart as previous steps above, here is expected result:

If you'd like to dive deeper, based on your requirements, here is a recommended approach that combines the previous steps with a few additional enhancements. I've included these extra steps based on my own testing.

Adding Dynamic monthly rankings can help quantify how an agent's performance compares to their peers each month:

In the data sheet, you could add new columns titled "Feb Rank," "Mar Rank," etc.

In the first cell of the "Feb Rank" column (e.g., F2), you could try this formula:

=RANK.EQ(B2, B$2:B$8, 1)

This formula ranks the value in B2 against the entire range for that month (B$2:B$8). The 1 specifies ascending order, so the lowest AHT would get Rank #1.

The formula can be dragged down and across for all agents and months.

To create a monthly Snapshot, a PivotChart is a very efficient tool:

Select the master data table > Go to Insert > PivotChart > PivotChart

In the "PivotChart Fields" pane: Drag "Agent" to the Axis (Categories) area > then drag a single month (e.g., "Feb AHT") to the Values area.

Please consider the following a complete workflow for your reference. My hope is that it provides a clear path to achieve the visualizations you need.
Flora-T 3,200 Reputation points Microsoft External Staff Moderator

2025-08-25T08:37:18.75+00:00

Hi Carrie Ward

Just a quick follow-up to see if the information I shared was helpful to you.

If you have any further updates, please do not hesitate to reach out as I am here to support however I can.

If my replies were helpful, even in part, it would be great if you could mark the initial answer as Accepted. This also helps other members of the community who may face similar challenges.Thank you for your time and understanding. Have a nice day!

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How do I show this trend MOM (month over month) by agent-I want to see each agents AHT so I can determine outliers+call center question

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