Sawadee Krup folks. Today, we begin a new series on Chandoo.org – Making a Customer Service Dashboard using Excel. This 4 part tutorial teaches you,
Designing Customer Service Dashboard
Data and Calculations for the Dashboard
Creating the dashboard in Excel
Adding Macros & Final touches
Customer service is one area where a lot of data is collected regularly. Understanding all this and making business decisions is quite complex task. This is where dashboards shine.
Sneak-peek at the Final Dashboard
Before we jump in to the tutorial, let me show you the final dashboard. Click on it to enlarge.
What do we want in our customer service dashboard?
The very first step in making our customer service dashboard is to ask “what do we want in this dashboard?”
The answer to this question changes from company to company & individual to individual. In our case, lets assume, we are designing a customer service dashboard for a large computer manufacturer – LCM inc.
The context of our dashboard
A bit of context on LCM’s call center,
- The call center services 6 different product categories – Monitors, Desktops, Laptops, Accessories, Software and Misc.
- The call center receives calls from 5 regions – North, South, East, West and Mid-west
- The call center services 4 types of customers – Large corporates, SMEs, Individual customers, and non-profits.
- And LCM has 6 agents to take care of the calls – Agent Bond, Harry, Smith, Mary, Vinod and Neo
- During each call, the LCM agents try to up-sell a product in the same category of the call (for ex. if we get a call related to monitors, we try to sell another monitor to the customer, just like in real world!)
Below you can see the data collected for each call:
What are the goals of our dashboard?
Now that we know the context & how our data looks like, lets understand what should our dashboard do.
We need to answer this question from the perspective of the end users of this dashboard – in this case, the customer service head of LCM.
I have never been customer service head of a large call center. All my experiences with call centers involve waiting on the call listening to horrible music over and over and over… So I will just use my imagination and say that our dashboard should,
- Provide a view of key metrics (KPIs) for the 4 week period starting from a given date.
- Like call volume, durations, resolution rate, satisfaction ratings, upsell $s
- Allow for comparison between any two values of a dimension
- Like Monitors vs. Desktops, Agent Bond vs. Agent Smith, North vs. South
- Allow for comparison based on any metric
- Like Call volume by day, resolution rate by day, upsell by day etc.
- Show everything in single view
Designing a rough sketch of the dashboard
Based on all these needs of our customer service head, lets design a dashboard. This is where we get creative. For this part, I rely on a technique that is so natural that even my 2 year old son uses it. I doodle.
So lets doodle our dashboard on a blank paper. This is what I came up with. Feel free to draw your own based on what our boss wanted.
Customer Service Dashboard – Design #1
This is my first attempt.
Customer Service Dashboard – Design #2
This is what I got after I have refined the design a bit and made it compact so that we can fit everything in single view.
Validating your Design
This is where we take the rough sketch and discuss it with colleagues & boss. We make sure that all our dashboard goals are met by this design. We also validate whether our data can support this design (for example, we may want to show certain metrics, but our data may not allow this.)
In our case, I validated my sketch with what we mentioned in the goals section and made sure everything is met.
A demo of Final Dashboard
Since I have already made the final dashboard, here is a quick demo of how it works:
[Watch the demo on our YouTube channel]
What next? – Getting Data & Calculations in place
Now that we are done with the design, next step is to get our data and all the calculations (formulas, named ranges, validations, pivot tables) in place.
How would you design a customer service dashboard?
Customer service is one area where dashboards are used quite often. Have you ever designed dashboards or one page reports in this area? If so what is your experience like? How have you designed the dashboard? What Excel techniques and ideas have you used? Please share using comments.
Also, if you were to design the dashboard for LCM inc., how would you approach it? Please share your ideas using comments.
References & Related Learning
If you are looking for examples, information & tutorials on Excel dashboards, you are at the best. At Chandoo.org we have elaborate examples, tutorials, training programs & templates on Excel dashboards, to make you awesome. Please go thru below to learn more:
- Customer Service Dashboard Example
- KPI Dashboards in Excel – 6 part tutorial
- Excel Dashboards – Information, Examples, Templates & Tutorials
- Excel School Dashboards Program – Learn how to create this and other dashboards in Excel in detail
Special thanks to NY Times:
I must thank New York Times’ 2012 Money Race visualization. I have used the comparison idea for this dashboard.
40 Responses to “Looking up when the data won’t co-operate (case study)”
Nice Trick.. Clever use of cell references
Here is a formula I tried to create:
=SUMPRODUCT(((NOT(ISERROR(SEARCH(L5,B4:H14))))*1),(B5:H15))
It takes care of Caveat #1 (can handle text), but Caveat #2 remains.
In situations like this, I will often use VBA to restructure the data (2 columns: dates and values) on to a new worksheet. I can then use this 'clean' source for data analysis (formula or pivot table).
=SUMPRODUCT(((NOT(ISERROR(SEARCH(L5,B4:H14))))*1),(B5:H15)) and complex formulae in general are all very well but when you come back to them in a few weeks / months time, it is not at all easy to see what they do and what the limitations are.
Hi Chandoo,
I had used this type of cell ref. various times while calculating average.
But for the situation here try below formula . Note this is an array formula and must be confirmed with Ctrl+Shift+Enter.
=SMALL(IF(MMULT((L5=B4:H14)*IF(ISNUMBER(B5:H15),B5:H15),{1;1;1;1;1;1;1}),MMULT((L5=B4:H14)*IF(ISNUMBER(B5:H15),B5:H15),{1;1;1;1;1;1;1})),1)
Regards,
Hi, I think Using SEARCH in here will create a problem say there is a text like SUN and another text SUNLIGHT both result will be added by SUMPRODUCT.
Regards,
Array option.
=SUM(IF(MOD(ROW(B4:B14),2)=MOD(ROW(B4),2),IF(B4:H14=L5,B5:H15)))
Regards
@Elias,
Nice approach.
Although not requested - the formula I suggested closes all possibilities.
Criteria: _____ Value to retrieve:
Date__________ Numeric
Date__________Textual
Textual________Numeric
Textual________Textual
While your formula copes with only the 3 first combinations.
Michael (Micky) Avidan
“Microsoft® Answer” – Wiki author & Forums Moderator
“Microsoft®” MVP – Excel (2009-2015)
ISRAEL
@Michael,
Sorry but I don’t understand your point. I believe the challenge was to return the summary of a given date. What is your really volatile formula doing that mine is not?
Regards
@Elias,
I didn't say that the challenge differs from what you just mentioned/aimed to nor that your formula doesn't provide the requested result.
Please read my previous comment again and focus on the last combination (TEXT / TEXT).
I, myself, always try to provide a global Formula that is capable to handle all sorts of data.
Michael (Micky) Avidan
“Microsoft® Answer” – Wiki author & Forums Moderator
“Microsoft®” MVP – Excel (2009-2015)
ISRAEL
@Michael,
I see your point, but you are missing the below points if you are trying to cover all sorts of data.
What happened if the lookup value does not exist?
Do you want the first, second, summary, concatenation of the values if the look value is repeated?
See they are too many possibilities to be cover with just one formula.
Regards
1) The range: B4:H15 was named: RNG.
2) The following Array Formula was "retrieved from my sleeve" and I hope it can be shorten.
3) The formula seems to take care of BOTH(!) caveats.
-------------------------------------------------------------------------------
=OFFSET(INDIRECT(ADDRESS(SMALL(IF(RNG=L5,ROW(RNG),""),1),MOD(SMALL(IF(RNG=L5,(ROW(RNG))+COLUMN(RNG)/10),1),1)*10)),1,)
-------------------------------------------------------------------------------
Michael (Micky) Avidan
“Microsoft® Answer” – Wiki author & Forums Moderator
“Microsoft®” MVP – Excel (2009-2015)
ISRAEL
@Michael,
Check what happened with your result if you type 41927 in D5.
Regards
Correct. Didn't predict that.
Will find time to work something out.
Michael (Micky) Avidan
“Microsoft® Answer” – Wiki author & Forums Moderator
“Microsoft®” MVP – Excel (2009-2015)
ISRAEL
@Elias,
Let's hope the following Array Formula "closes all open doors".
Again - it has nothing to do with your formula which works fine as long as the 3 first mentioned combinations are concerned.
-------------------------------------------------------------------------------
=INDEX(RNG,LARGE(IF(RNG=L5,MOD(ROW(RNG)-1,2)*(ROW(RNG)),""),1)-2,(MOD(SMALL(IF(RNG=L5,(ROW(RNG))+COLUMN(RNG)/10),1),1)*10)-1)
-------------------------------------------------------------------------------
Michael (Micky) Avidan
“Microsoft® Answer” – Wiki author & Forums Moderator
“Microsoft®” MVP – Excel (2009-2015)
ISRAEL
Ok, if you insist. The following will cover all the scenarios you listed. However, I’ll never recommend/use such of formula.
Defined names:
rDat = $B$4:$H$15
rRow =ROW(rDat)-MIN(ROW(rDat))+1
rCol =COLUMN(rDat)-MIN(COLUMN(rDat))+1
rInc =MOD(rRow,2)=MOD(MIN(rRow),2)
L6=INDEX(rDat,MAX(IF(rInc,IF(rDat=L5,rRow)))+1,MAX(IF(rInc,IF(rDat=L5,rCol))))
Array Enter
Regards
@Michael,
unfortunately, your array formula still seems to return wrong results (eg 3-Nov).
If data are organized like in the example, ie. looks like a calendar, the INDEX formula seems quite simple:
=INDEX($B$4:$H$15,ROUNDDOWN((L5-B4)/7,0)*2+2,MOD((L5-B4),7)+1)
Yours is effectively the same as what I just came up with, and I believe this is the optimal answer to this particular problem.
My solution, before I saw yours:
=OFFSET(B5,QUOTIENT(L5-B4,7)*2,MOD(L5-B4,7))
OFFSET will work for an arbitrary list size, but INDEX might be easier to read.
QUOTIENT does the round and division in a single step.
If there's an improvement over Elias's solution then I for one can't see it.
Perhaps a non-CSE version which would also mean that only two references (B4:H14 and B5:H15), as opposed to three (B4, B4:B14 and and B5:H15), would require manually amending should the data range change, i.e.:
=SUMPRODUCT((ISEVEN(ROW(B4:H14)-MIN(ROW(B4:H14)))*(B4:H14=L5)*B5:H15))
I suppose we could make it a single, uniform range reference:
=SUMPRODUCT((ISEVEN(ROW(B4:H14)-MIN(ROW(B4:H14)))*(B4:H14=L5)*OFFSET(B4:H14,1,,,)))
which might be more appropriate should we e.g. wish to use a Defined Name for our range, i.e.:
=SUMPRODUCT((ISEVEN(ROW(Rng)-MIN(ROW(Rng)))*(Rng=L5)*OFFSET(Rng,1,,,)))
though whether that compensates for the extra, volatile function call is something to be debated.
Regards
I have tried something and then my Excel workbooks got shut down. Maybe that was too much?
Anyway here is what I've tried:
=SUMPRODUCT(INDEX(B5:H15;IF(ISEVEN(ROW(B5:H15));ROW(B5:B15)-ROW(B5)+1);{1\2\3\4\5\6\7}))
Guess that was wrong? Would this approach work anyway?
Looking forward to learn something from you Excel Experts.
Sorry, I haven't took notice of XOR LX's answer. I guess that's kind of what I was looking for.
@Michael Avidan
As it stands that is not a very rigorous construction.
You say "I, myself, always try to provide a global Formula that is capable to handle all sorts of data", which is a wonderful philosophy, but isn't it at least as important that we ensure that our formulas are independent of the row and column references of the data range in question, so that, should that range change, we do not have to re-work our solution?
What happens with your formula, for example, if RNG is instead re-located one row down, from B4:H15 to B5:H16?
When a formula is reliant upon the addition/subtraction of certain constants within the formula, which themselves are necessarily dependent upon the specific rows/columns in which the data lies at any given time (e.g. the -1 in MOD(ROW(RNG)-1,2)), then that formula is not a very flexible one.
Hence the reason for my choice of a slightly longer construction:
ROW(B4:H14)-MIN(ROW(B4:H14))
which ensures that this part of the calculation is not dependent upon the precise location of the data range within the worksheet, and so will give correct answers even if that range is re-located.
Regards
{=OFFSET(B4,MAX((B4:H15=L5)*ISODD(ROW(1:12))*ROW(1:12)),MAX((B4:H15=L5)*ISODD(ROW(1:12))*COLUMN(A:G))-1)}
Non-array formula:
=INDEX(B4:H15,SUMPRODUCT((B4:H15=L5)*(ROW(B4:H15)-ROW(B4)+1)*ISODD(ROW(B4:H15)-ROW(B4)+1))+1,SUMPRODUCT((B4:H15=L5)*(COLUMN(B4:H15)-COLUMN(B4)+1)*ISODD(ROW(B4:H15)-ROW(B4)+1)))
Using one range (B4:H15), one reference (B4), one lookup value (L5) and no INDIRECT or OFFSET.
My trial with defined names:
DateRange
=$B$4:$H$4,$B$6:$H$6,$B$8:$H$8,$B$10:$H$10,$B$12:$H$12,$B$14:$H$14
Position
=RANK('lookup problem'!$L$5,DateRange,1)
L6
=OFFSET(B4,ROUNDUP(Position/7,0)*2- 1,IF(MOD(Position,7)=0,6,MOD(Position,7)-1))
I'd probably just run with something like:
=SUMPRODUCT((B4:H14=L5)*(MOD(ROW(B4:H14),2)=MOD(ROW(B4),2))*B5:H15)
...which is basically the same as Elias' but without the IFs
The opposite of elegant but it works...
=INDEX(B4:H15,IFERROR(MATCH(L5,B4:B14,0),0)+IFERROR(MATCH(L5,C4:C14,0),0)+IFERROR(MATCH(L5,D4:D14,0),0)+IFERROR(MATCH(L5,E4:E14,0),0)+IFERROR(MATCH(L5,F4:F14,0),0)+IFERROR(MATCH(L5,G4:G14,0),0)+IFERROR(MATCH(L5,H4:H14,0),0)+1,IFERROR(MATCH(L5,B4:H4,0),0)+IFERROR(MATCH(L5,B6:H6,0),0)+IFERROR(MATCH(L5,B8:H8,0),0)+IFERROR(MATCH(L5,B10:H10,0),0)+IFERROR(MATCH(L5,B12:H12,0),0)+IFERROR(MATCH(L5,B14:H14,0),0))
=INDEX(B4:H15,
IFERROR(MATCH(L5,B4:B14,0),0)+
IFERROR(MATCH(L5,C4:C14,0),0)+
IFERROR(MATCH(L5,D4:D14,0),0)+
IFERROR(MATCH(L5,E4:E14,0),0)+
IFERROR(MATCH(L5,F4:F14,0),0)+
IFERROR(MATCH(L5,G4:G14,0),0)+
IFERROR(MATCH(L5,H4:H14,0),0)+1,
IFERROR(MATCH(L5,B4:H4,0),0)+
IFERROR(MATCH(L5,B6:H6,0),0)+
IFERROR(MATCH(L5,B8:H8,0),0)+
IFERROR(MATCH(L5,B10:H10,0),0)+
IFERROR(MATCH(L5,B12:H12,0),0)+
IFERROR(MATCH(L5,B14:H14,0),0))
Named Range
rownum = SUMPRODUCT(('lookup problem'!$B$4:$H$14='lookup problem'!$L$5)*ROW('lookup problem'!$B$4:$H$14)*ISEVEN(ROW('lookup problem'!$B$4:$H$14)))
Formula
=OFFSET($A$1,rownum,MATCH(L5,INDIRECT("$B"&rownum&":$H"&rownum),0))
How about SUM(IF(B4:H14=L5,B5:H15)) with array..it should work
Sorry, Chandoo, you can't find stuff this way in every possible scenario.
What if 2014-10-01 sales would equal 41.927 ? Which is serial number for 2014-10-15 ? SUMIF would fail to retrive correct answer. And your example data suggest that such number is possible in your table.
It's better not to search through dates and numbers at the same time.
If I'd solve a problem like this, it'd reformat table first so I get one column with dates and the other with numbers.
In this case, formula to form date column would be:
=INDIRECT(ADDRESS((INT((ROW()-4)/COUNT($B$4:$H$4))+1)*2+2;MOD(ROW()-4;COUNT($B$4:$H$4))+2;4;1))
and numbers would be the same formula with sight adjustment (+3 instead of +2 at the end of first argument):
=INDIRECT(ADDRESS((INT((ROW()-4)/COUNT($B$4:$H$4))+1)*2+3;MOD(ROW()-4;COUNT($B$4:$H$4))+2;4;1))
And now you got two columns that you can safely use for searching!
Oops, sorry, you actually mentioned that it doesn't work if number=date! I missed that part 🙁
={OFFSET(A1,SUM((B4:H14=L5)*ROW((B4:H14))),SUM((B4:H14=L5)*COLUMN((B4:H14)))-1)}
Works for all data... the solution I got for indirect looks little lengthy
I want to count last 20 records of a person, whose marks is greater than 2 and grade "manager". ....
Assume A1 has got names (James, John...etc...)
A2 "Manager"
A3 "2"
Someone please reply
I want to count last 20 records of a person, whose marks is greater than "2" and grade "Manager"
Assume A1 "geroge" A2 "Michael" A3 "George" etc...name can found anywhere in the rows
B1 "Manager" B2" clerk"
C1 "2" C2, "4"
please reply
Simplest I can come up with. No limitations for either 1 or 2. This does assume dates are an ordered list with 7 per row, and 2 rows per set. Assuming this is always true this will work for an arbitrary long list of dates.
=OFFSET(B5,QUOTIENT($L$5-$B$4,7)*2,MOD($L$5-$B$4,7))
@Marc,
Nice approach - however, as there are no "Negative Dates" - try:
=OFFSET(B5,INT(L5-B4)/7)*2,MOD(L5-B4,7))
——————————————————————————-
Michael (Micky) Avidan
“Microsoft® Answer” – Wiki author & Forums Moderator
“Microsoft®” MVP – Excel (2009-2015)
ISRAEL
=OFFSET(B4,ROUNDUP((L5-41911+1)/7,0)*2-1,MOD(L5-41911,7))
B4 has been used as reference cell for OFFSET().
FOR ROWS:
ROUNDUP(....,0) gives the integer value of a division. In case of presence of a remainder, ROUNDUP will add 1 to the Quotient.
As opposed to ROUNDUP(), the INT() or QUOTIENT() functions eliminate the remainder.
41911 = 01-Sept-2014, the first date in the data.
*2 has been used because there are 2 columns per set of data.
/7 has been used because there are 7 columns per set of data.
For columns
MOD(L5-41911,7))
Vijaykumar Shetye,
Panaji, Goa, India
This is how i did it
{=INDEX(B4:H15, MAX((L5=B4:H15)*ROW(B4:H15))-2, MAX((L5=B4:H15)*COLUMN(B4:H15))-1 )}
Here's my solution:
=INDEX(B4:H15,MATCH(1,MMULT(--(B4:H15=L5),TRANSPOSE(COLUMN(B4:H15)^0)),0)+1,MATCH(1,MMULT(TRANSPOSE(--(B4:H15=L5)),ROW(B4:H15)^0),0))
Sorry, forgot to mention Ctrl Shift Enter is needed.