Metrics Analysis — VBA
As a Retail Support Representative (RSR) — a specialized kind of Customer Service Representative (CSR) responsible for providing over-the-phone support to Retail Sales Associates (RSA) — Braden Keith built a self-service dashboard that empowers call-center agents to monitor their own Call Resolution Time (CRT). The tool retrieves each agent's closed-call history for the current shift, then visualizes interval CRT, running average, and call volume against the configured performance goal using dynamic, color-coded charts. He continued to iterate the tool as a Customer Loyalty Representative (CLR), Sr RSR (RSR-II), and Sr CLR (CLR-II).
Overview
Name
Braden Keith
Title
Retail Support Representative (RSR)
Employer
T-Mobile US, Inc. ("T-Mobile")
Employment
2012 – 2015
Career Progression
2012
Retail Support Representative (RSR)
Initial hire — over-the-phone support to Retail Sales Associates
2013
Customer Loyalty Representative (CLR)
Promoted — retention-focused customer loyalty role
2014
Sr. Retail Support Representative (RSR-II)
Promoted — senior RSR with expanded scope and mentorship duties
2015
Sr. Customer Loyalty Representative (CLR-II)
Final role — senior CLR, continued iterating the VBA dashboard
Objective
Create an automated Excel/VBA solution that queries live ACD data, calculates personal CRT metrics (low, high, current), and delivers an at-a-glance performance mirror to drive individual accountability and continuous improvement.
Key Challenges
Agent-Specific Data Pulls
Securely filter database/API queries so each user sees only their own calls.
Dynamic Bucketing
Aggregate CRT into 30-minute intervals without manual range edits as shifts vary.
Visual Clarity
Convey goal attainment vs. misses with intuitive magenta/grey shading while overlaying call-volume context.
Single-Click Refresh
Hide complexity behind an "Update" button that triggers VBA to fetch, calculate, and redraw instantly.
Performance
Keep workbook lightweight despite repeated queries and chart recalculations.
Architecture & Methodology
Agent & Data Retrieval
VBA requests the logged-in user's Avaya Agent ID at startup. The Agent ID parameter feeds a SQL/API call that pulls today's closed-call records. Results write to a hidden rawData sheet; "Last Updated" cell is stamped automatically.
Dynamic Data Model (Tables & Named Ranges)
Structured Table drives formulas for interval CRT, running average, and call counts. Named cells (CRT_Low, CRT_High, CRT_Current) feed header KPIs and chart series.
Compound Chart Design
Three KPIs visualized: Completed Call Count (C3) as a magenta column — total calls completed during the interval. Running CRT Average (RCA) as a white line — average CRT for calls completed up to and through the interval. Interval CRT Average (ICA) as a black area — average CRT for calls completed during the interval, color-coded magenta when exceeding target (CRT < 520), gray when not meeting target (CRT > 520).
Security & Distribution
Workbook locked to disable code view; credentials stored in encrypted connection string. Deployed via shared network drive with version control to prevent local edits.
Tech Stack
Language
VBA (Visual Basic for Applications)
Platform
Microsoft Excel
Data Source
Avaya ACD (live call records via SQL/API)
Visualization
Compound chart — column + line + area series
Security
Encrypted connection string, locked workbook
Distribution
Shared network drive with version control
Skills Demonstrated
Outcome & Impact
Instant Self-Coaching
Agents identify high-CRT intervals within seconds, fostering on-the-fly improvement.
Goal Visibility
Color cues make exceeding or missing the 520-second target unmistakable.
Reduced Supervisor Load
Shifted first-level performance monitoring to agents, freeing coaches for deeper analysis.
Scalable Framework
New agents onboard by opening the file; no additional setup required.
Positive Culture
Clear personal benchmarks and progress tracking promote a data-driven, performance-oriented environment.
Honors
Initiative
Self-directed adoption of VBA to solve a gap no one else had addressed.
Innovation
Designed and shipped a compound chart dashboard with zero formal engineering support.
Performance
Ranked top performer individually and as a team across multiple quarters.
Advancement
Achieved four successive promotions across three years — RSR → CLR → RSR-II → CLR-II.
Next up
Business Analysis — SNL
Braden Keith + Sandia National Laboratories = Process Optimization