One model, three files

09:00

09:25

Frame

What stays in Excel

“If you cannot say the measure out loud, it does not go on the page.”

Aim. Agree the handoff so nobody rebuilds Day 1 inside Power BI.

1. Excel keeps the audit: flags, one-off cuts, the question card.
2. Power BI keeps the weekly view other people will slice: queue, channel, site, week.
3. Rule for the day: six measures. Not a library. Tickets, breach rate, reopen rate, CSAT, response rate, NPS.
4. Open Model view. Report view stays closed until after lunch.

09:25

10:45

Lab

The model, not the canvas

“A wrong relationship makes NPS look precise. It is still wrong.”

Aim. Three tables, a calendar, and relationships a manager can draw from memory.

1. Load the three CSVs and the roster. Ticket id and customer id stay text. If Power BI guesses a number, change it back before you relate anything.
2. Split opened_at into a date. Relate a Calendar table to that date. One active relationship, on opened date, is enough for this room.
3. Surveys to tickets, many to one, on ticket id. Complaints to tickets, many to one, on ticket id. Complaints with a blank ticket id will not match. They stay in the complaint table. That is correct.
4. Do not relate surveys to complaints. Do not relate both tables to customer id and then act surprised.
5. Hide the keys managers should not slice by accident.
6. On paper, draw the three relationships before you build a single chart.

Calendar =
ADDCOLUMNS (
    CALENDAR ( DATE ( 2026, 6, 29 ), DATE ( 2026, 10, 1 ) ),
    "Week start", [Date] - WEEKDAY ( [Date], 2 ) + 1
)

11:00

12:30

Lab

Six measures, said out loud

“Silence is not a zero. A blank NPS is a customer who did not answer.”

Aim. Each measure accepted only after the author can say it in one sentence.

1. Build the broken NPS first: blanks treated as zero. Watch the score fall apart. Then replace it.
2. Put response rate in the same small multiples as CSAT. Email’s rate and phone’s rate are not the same kind of evidence.
3. Breach rate uses the same rule as Excel. If the two numbers disagree by more than a point, stop and find the dirty rows or the as-of clock.
4. Add reopen rate. Confirm fee-copy is still the reason, now as a slicer, not a new formula.
5. Read each measure to your partner. If they cannot repeat the rule, the measure is not done.

NPS (blank as zero) =
VAR Scored =
    ADDCOLUMNS ( Surveys, "Score", IF ( ISBLANK ( Surveys[nps] ), 0, Surveys[nps] ) )
RETURN
    DIVIDE (
        COUNTROWS ( FILTER ( Scored, [Score] >= 9 ) )
            - COUNTROWS ( FILTER ( Scored, [Score] <= 6 ) ),
        COUNTROWS ( Scored )
    )

NPS =
VAR Replied =
    FILTER ( Surveys, NOT ISBLANK ( Surveys[nps] ) )
RETURN
    DIVIDE (
        COUNTROWS ( FILTER ( Replied, Surveys[nps] >= 9 ) )
            - COUNTROWS ( FILTER ( Replied, Surveys[nps] <= 6 ) ),
        COUNTROWS ( Replied )
    )

CSAT =
AVERAGEX ( FILTER ( Surveys, NOT ISBLANK ( Surveys[csat] ) ), Surveys[csat] )

Response rate =
DIVIDE (
    COUNTROWS ( FILTER ( Surveys, NOT ISBLANK ( Surveys[csat] ) ) ),
    COUNTROWS ( Surveys )
)

13:15

15:00

Lab

One page

“The title is a sentence. “Dashboard” is not a sentence.”

Aim. A single page a director can read without a tour.

1. Title it as the finding, not the tool. Example: “Fee-copy contacts come back. Afternoon P1 phone at Central does not keep the promise. The blend hides both.”
2. Four figures only at the top: tickets, breach rate, CSAT with response rate and n, NPS with n.
3. One trend: breach rate by week, or opened versus a cut you can defend.
4. One table: queue by channel, with volume and breach rate. No table without a base.
5. Three verbatims from detractors. Not a word cloud.
6. Color means one thing. The accent is a miss. Ink is volume. A gap is a missing answer, not a zero.
7. Delete anything that needs a paragraph. Delete gauges. Delete pies.

15:15

16:30

Critique

Critique, with a narrow set of questions

“You may ask four things. What is the decision. What is the base. What did you exclude. What would change your mind.”

Aim. Three pages on the projector. The room practices Thursday’s pressure without the score.

1. Ahmad critiques his own page first, out loud, including one real weakness. Then three volunteers.
2. The room may only ask the four questions. Praise is not one of them. Advice about color is not one of them.
3. Each author names one visual they deleted and why.
4. Check on the Assessment page: draw the relationships, fix the NPS rule, rewrite your title as a sentence.
5. Tomorrow they swap files with a hostile reader. Tell them tonight’s job is to know the base of every number on the page.