Welcome back. In part 2 of Making a Customer Service Dashboard using Excel let us learn how the data & calculations for the dashboard are setup.
Designing Customer Service Dashboard
Data and Calculations for the Dashboard
Creating the dashboard in Excel
Adding Macros & Final touches
Data for the Customer Service Dashboard
We have seen a snapshot of the data last week. This is how it looks:
Let us quickly understand what each column contains:
- Call ID: Unique identifier for each call.
- Date Time: Date and time of the call when we received it.
- Product: The product category to which this call belongs.
- Region: Region to which the call belongs.
- Customer type: Type of the calling customer
- Call duration in seconds
- Resolved: Whether the reason for call is resolved or not.
- Satisfaction rating 1 to 5
- Up sell in $s.
- Agent who answered the call
Calculations needed for the dashboard
All the calculations for this dashboard are kept in a worksheet named Calcs.
At last count, there are 4,000+ cells with formulas in this dashboard. If we try to look and understand all of these formulas, we might end at Christmas. So, instead let me list down the key calculations we need to do and the formulas behind them.
A look at the variables that drive the dashboard
The information & charts displayed on the dashboard depend on these key variables (value that we can change):
- Starting date: Entered in cell R2 in dashboard, this used to calculate all the summaries, chart data for 4 week period.
- Comparison type: This is selected from a combo-box in dashboard and tells us what is the option we want to compare – can be one of products, customer types, regions or agents.
- Comparison Option #1 & #2: These are 2 things we want to compare. For ex. Agent Vinod with Agent Mary, Desktops with Laptops etc. The actual selections are determined by VBA and placed in 2 named cells – valOption1, valOption2.
- Chart type: The type of chart we need to show. Can be one of the , Calls by day, Talk time by day, Resolution Rate by day, Satisfaction by day, Upsell $s by day.
Important Names that we need
Before taking a look at the actual calculations, we need to understand a few names that I have defined.
- cs: This is the table name which contains all call center data. So if you write cs[Region] it refers to all the 14832 region values from which we got the calls.
- lstChosen: This name refers to the column in cs that is chosen for comparison. So if you select Products in dashboard to compare, this contains cs[Product]. If you select Region, this contains
cs[Region]. - lstCallDates: Since we are only using date portion of the date & time for calls, I have created a named range, lstCallDates that refers to just Date portion of the date & time. This is done with the formula
=INT(cs[Date Time])
Apart from these 3, there are 16 more names I have defined to simplify various calculations. You can see all the names further down this post.
Fetching the data for 4 weeks starting given date:
The first step in our calculations is to fetch only a portion of data for the given 4 week period, starting the date entered in R2 cell in dashboard (dashboard!R2)
I have created a table like this, with 16 columns. First column with date, and next 3 columns for Total calls (all calls, calls for option 1 & option 2 that user picked), next 3 columns for talk time, next 3 columns for resolution rate, next 3 for satisfaction rating and final 3 for up-sell $s, like this:
This table is in the range calcs!B10:Q37
Filling the dates is easy part. We just load the first cell with dashboard!R2 and then add 1 to next date.
To count total calls received on each date, we can use SUMPRODUCT, like this: =SUMPRODUCT(--(lstCallDates=given_date)). Here given_date refers to the date in first column.
To count total calls received for selected option 1, we use =SUMPRODUCT((lstCallDates=given_date)*(lstChosen=selection1)). Here selection1 refers to the first selection made by our user.
To count total calls received for selected option 2, we use =SUMPRODUCT((lstCallDates=given_date)*(lstChosen=selection2)). Here selection2 refers to the second selection made by our user.
We can use similar SUMPRODUCT formulas to calculate total hours of talk time, resolution rate, satisfaction rating & upsell $s.
Calculating the summaries
Once all the data for 4 week period is fetched, calculating summaries becomes a breeze.
To get the total number of calls in a 4 week period we use: =SUM(C10:C37) as column C contains the total calls received by date for each of 28 days.
To calculate the averages (average call duration etc.), we divide the SUM with count of calls.
Calculating the distribution of satisfaction ratings
This is an interesting part. We are showing how the satisfaction rating is distributed from 1 to 5. To get these numbers, we use a variation of SUMPRODUCT. The calculation output is shown below:
Just use your imagination to figure out how the distribution is calculated.
All the names used in our Customer Service Dashboard
Now that you have seen all the important formulas, here is a detailed list of names defined to get our dashboard done. While you have already seen some of these names used in various formulas, the rest will be used while creating the charts & adding final touches.
[if you cannot see the names list below, click here]
| # | Name | Definition | Purpose |
| 1 | lstAgents | =Data!$P$6:$P$11 | List of all unique Agents |
| 2 | lstProducts | =Data!$M$6:$M$11 | List of all unique Products |
| 3 | lstRegions | =Data!$N$6:$N$10 | List of all unique Regions |
| 4 | lstCtypes | =Data!$O$6:$O$9 | List of all unique Customer Types |
| 5 | lstCallDates | =INT(cs[Date Time]) | List of Call Dates – INT makes the time portion zero |
| 6 | lstCharts | =calcs!$J$2:$J$6 | List of all charts |
| 7 | lstChosen | =CHOOSE(calcs!$C$4, cs[Product],cs[Region], cs[Customer Type],cs[Agent ID]) | List of values chosen for comparison |
| 8 | lstMaxCallDurations | ='sp1'!$C$4:$C$31 | Maximum call duration by day |
| 9 | lstMinCallDurations | ='sp1'!$B$4:$B$31 | Minimum call duration by day |
| 10 | lstWaysToCompare | =Data!$M$5:$P$5 | List of ways to compare |
| 11 | lstWaysToCompareV | =calcs!$L$2:$L$5 | List of ways to compare (vertical) |
| 12 | rngSel1 | =Dashboard!$B$18:$D$23 | Range of options to compare on left side in dashboard view |
| 13 | rngSel2 | =Dashboard!$Q$18:$R$23 | Range of options to compare on right side in dashboard view |
| 14 | selChart | =CHOOSE(valChartToDisplay, calcs!$C$73:$H$81, calcs!$C$84:$H$92, calcs!$C$95:$H$103, calcs!$C$114:$H$122, calcs!$C$125:$H$133) | Selected Chart – range has the chart – used in picture link / camera tool output |
| 15 | selection1 | =calcs!$E$4 | Selected option #1 |
| 16 | selection2 | =calcs!$G$4 | Selected option #2 |
| 17 | valChartToDisplay | =calcs!$H$4 | Which chart to display |
| 18 | valHelpStatus | =calcs!$O$3 | Whether to display help or not |
| 19 | valOption1 | =calcs!$E$3 | Number of selected option #1 |
| 20 | valOption2 | =calcs!$G$3 | Number of selected option #2 |
| 21 | cs | =Data!$B$6:$K$14837 | Table of all call data. Dynamic. |
Download the Final Customer Service Dashboard
Click here to download the dashboard workbook so that you can examine these formulas and learn better. Change the drop-downs, date values in dashboard sheet to see how the formulas work.
What Next? – Creating the Charts & Sparklines
Now that we have done all the ground work, in the next installment, learn how to create the charts & sparklines that go in this dashboard. Also learn how to use Conditional Formatting to create alert icons etc.
How would you design dashboard for this data?
Since all the data for this dashboard is included in the downloadble workbook, why don’t you go ahead and create your own dashboard? If you want, go ahead and add an extra column or two to capture additional data. Create a dashboard and share with us in comments.
Also tell me how you like the dashboard? Please share your opinions 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 SUMPRODUCT Formula – what is it, how to use it and detailed examples. (more on sumproduct)
- Excel School Dashboards Program – Learn how to create this and other dashboards in Excel in detail
38 Responses to “Time to showoff your VBA skills – Help me fix ActiveSheet.Pictures.Insert snafu”
I tried your code with 2003, it works.
But, I know Addpicture does not take URLs anymore with 2007 onwards, perhaps its the same with picture.insert as well.
http://support.microsoft.com/kb/928983/en-us
The above link gives the solution as "picture fill in a shape such as a rectangle".
Tried to recreate this, but it worked fine for me. I just took the image of the error you showed in the post. Is there more info that can narrow this down a bit?
Don't know if this helps?
http://www.theserverside.com/discussions/thread.tss?thread_id=47101
Hi
Not sure if this is what you're after, but I just tried this
Sub Macro1()
ActiveSheet.Pictures.Insert("http://www.google.co.uk/intl/en_uk/images/logo.gif").Select
End Sub
Tied a button to it on the sheet and it seems to work; hope this helps a little
Ian
@All.. the issue is in Excel 2007. In 2003 ActiveSheet.Pictures.Insert seems to work fine. Unfortunately, I have design this in Excel 2007.. that is why I posted it here..
v2
Sub Macro1()
Set n = ActiveSheet.Pictures.Insert("http://www.google.co.uk/intl/en_uk/images/logo.gif")
With Range("c12")
t = .Top
l = .Left
End With
With n
.Top = t
.Left = l
End With
End Sub
Ian
That didn't come out very well. This positions at c12, so can change easily:
Sub Macro1()
Set n = ActiveSheet.Pictures.Insert("http://www.google.co.uk/intl/en_uk/images/logo.gif")
With Range("c12")
t = .Top
l = .Left
End With
With n
.Top = t
.Left = l
End With
End Sub
Works OK in 2007
Ian
The above codes work fines to my EXCEL 2007. Thanks.
Chandoo:
Try 'ActiveSheet.Pictures.Insert'
With ActiveSheet.Pictures.Insert("C:\Example.png")
.Left = ActiveSheet.Range("A1").Left
.Top = ActiveSheet.Range("A1").Top
End With
activesheet.pictures.insert "C:\Documents and Settings\Jon Peltier\Desktop\2007 stuff\insert_charts_2007.png"
Works for me in 2003 SP3 and in 2007 SP2.
Check the URL, and make sure you have internet connectivity.
What also works, and is newer (pictures.insert was supposedly deprecated in '97):
activesheet.shapes.addpicture "C:\Documents and Settings\Jon Peltier\Desktop\2007 stuff\insert_charts_2007.png", false, true, 200,200,100,100
Unfortunately you must specify dimensions (the last four arguments) and you don't necessarily know them. But the picture size is still related back to the original picture size, so you could use scaleheight and scalewidth to fix this.
Chandoo: I just re-read your post.
The code I posted works for me. However, I'm using a local picture. If you try to add a picture from the web, this won't work.
I remember solving this problem before by adding a rectangle shape first, then using the Shapes.AddPicture method to get a picture from the web.
I'll find that code and post it here.
Some more updates... The code "ActiveSheet.Pictures.Insert (path)" works fine in Excel 2007 at home. Strange it failed miserably on my work laptop. Do you think this has got something to do with SP2 of MS Office 2007 or something like that?
@Ian, Jon: Thanks for the code snippets. I guess I will use my home installation of excel to do this.
Chandoo:
Try this on your work laptop:
Sub test()
ActiveSheet.Shapes.AddShape msoShapeRectangle, 50, 50, 100, 200
ActiveSheet.Shapes(1).Fill.UserPicture _
"http://www.datapigtechnologies.com/images/dpwithPig6.png"
End Sub
FYI:
http://support.microsoft.com/kb/928983/en-us
I didn't mean to post code with a local file, because both approaches worked with an internet image as well. This is in Excel 2007 SP2.
activesheet.pictures.insert "http://peltiertech.com/images/2009-07/col_area_noblanks.png"
Jon: Looks like I have SP1 on my client machine! I wasn't paying attention.
Just checked my home computer where I have SP2, and you're right...looks like they fixed it.
I didn't even bother testing in SP1, though I could if anyone cares enough.
I'm afraid I don't have a solution, but I find it remarkable that after attaining a certain status in the Excel world, Chandoo does not need to post on an Excel discussion forum to get help for an Excel problem. Instead, he posts on his blog and all the gurus come rushing to his help.
Isn't Web 2.0 great?
Teylyn - I saw Chandoo's tweet first, and followed the link back to his blog.
@Mike.. thank you. I have seen the fill rectangle solution before posting the query here. For that matter, I have also tried the solution of embedding a browser control on a spreadsheet. both of these seemed a bit extreme. That is why I have asked it here.
But I guess I will end up using it if I had to build this in work laptop.
@Teylyn: I have thought of posting this in a forum. (Unfortunately I have not been to any excel group in the last 5 years. Last time I was active was when I built a jave based excel sheet construction solution using POI.HSSF classes of Apache... ) After searching for a few hours, I found several forum posts where others had same problem and the solution recommended (using .left and .top parameters) is not working for me. Incidentally most of these solutions are from a certain Jon Peltier 😛
I thought may be the problem is interesting for fellow blog readers. So I posted it here.
Hi,
Adapting the code in the question,
[code]
Sub InsPicture()
pPath = "http://chandoo.org/images/pointy-haired-dilbert-excel-charts-tips.png"
With ActiveSheet.Pictures.Insert(pPath)
.Left = Range("a1").Left
.Top = Range("a1").Top
End With
End Sub
[/code]
Seems to work fine
Looks like it was a problem in 2007 up to SP1, which was corrected in SP2.
@Jon.. seems like the case. I just checked the version at work laptop. it is 12.0.6331.5000 (SP1).
Thank you so much every one. I really appreciate your time and suggestions in solving this.
Glad to help. I couldn't understand why something so straightforward wasn't working.
Hi All
Is there a way of inserting a motion clip eg animated gif or swf or flv?
Thks
You can insert animated GIFs by inserting them in a browser control through VBA. For other types of movies, I can guess you can insert them as clip art.
I WANT THE INSERT PICTURE BY USING COADING
so currently i was struggling same as you, chandoo, with the insert picture method in excel 2007/10 from an url and came along your thread here.
so i re-designed the code on the addshape method as mike was suggesting it and all of the sudden it works just fine.
thanks alot to you guys, you were a great help
a big salut from switzerland
Hi guys,
I need help copying and pasting an image with the path in a cell.
I leave the code.
And thank you very much!
Sub Copiarimg()
Dim pic As Picture
With ActiveSheet
Set pic = .Pictures.Insert(Range("f2").Value)
With .Range("e9:g22")
pic.Top = .Top
pic.Left = .Left
pic.Width = .Width
pic.Height = .Height
End With
End Sub
I've played around with the approaches in these comments, and the code below is what I've come up with. The ImagePath can be a local file or a URL. As Jon mentioned above, the trick is to set an arbitrary value for the width and height, then call the ScaleWidth and ScaleHeight methods afterward to reset the picture to its original size. Once the LockAspectRatio property is set, you can change the picture width and the height will automatically scale (or vice-versa).
Sub AddPictureToRange(TopLeftCellAddress As String, ImagePath As String)
Dim pic As Shape
Dim l As Single, t As Single
Dim temp As Single
l = Me.Range(TopLeftCellAddress).Left
t = Me.Range(TopLeftCellAddress).Top
temp = 10# ' arbitrary value
Set pic = Me.Shapes.AddPicture(ImagePath, msoFalse, msoTrue, l, t, temp, temp)
pic.ScaleHeight 1#, msoTrue
pic.ScaleWidth 1#, msoTrue
pic.LockAspectRatio = msoTrue
End Sub
I need some help with inserting pictures. I have an excel file with a column of item numbers next to this row I want to insert a picture of this item. The pictures are coded with the item number so I tried to insert it with one of the codes above:
Sub InsPicture()
pPath = "http://img.bricklink.com/P/80/55236.gif"
With ActiveSheet.Pictures.Insert(pPath)
End With
End Sub
That worked but I need to do that for every row separtly.
So I tried in the code
pPath = "http://img.bricklink.com/P/80/"&Text(a1;"#")&".gif"
But that gives errors.
Anybody ideas?
Hi Nicholas, I used your solution in a related problem in Excel 2003 and it worked flawlessly..thank you!
Hi Mike Alexander,
Your solution with some changes was helpful in my problem in XL 2007, thanks.
Hi,
thanks all. In addition, I had a problem with multiple pictures inserting (every new picture replaced the prior one). I've changed it a bit, may be helpful..
Sub test()
ActiveSheet.Shapes.AddShape msoShapeRectangle, 50 , 50, 100, 200
ActiveSheet.Shapes(1).Fill.UserPicture _
"http://www.datapigtechnologies.com/images/dpwithPig6.png"
ActiveSheet.Shapes(1).Copy
ActiveSheet.Paste
End Sub
Try this instead:
Sub test()
ActiveSheet.Shapes.AddShape msoShapeRectangle, 50 , 50, 100, 200
ActiveSheet.Shapes(ActiveSheet.Shapes.Count).Fill.UserPicture _
"http://www.datapigtechnologies.com/images/dpwithPig6.png"
End Sub
Thanks to everyone, this thread has been very helpful. However, image inserting still doesn't work quite as expect for me.
While I can get a picture inserted into an Excel 2010 worksheet using either:
1) ActiveSheet.Shapes(ActiveSheet.Shapes.Count).Fill.UserPicture...
2) ActiveSheet.Pictures.Insert(pPath), and
3) Shapes.AddPicture...
unfortunately the images all insert with a display size determined not by the actual pixel dimensions of the image but by the dpi resolution.
So for example, if I insert two copies of the exact same 600x600 pixel image, one with a 300dpi resolution and the other with 72dpi, they display at vastly different sizes on screen.
While this might be intended behaviour for Excel in order to maintain a WSYWIG printing layout, I actually need a way to insert the image based on the the actual pixel dimesnsions and ignoring the dpi resolution.
Any help appreciated.
Thanks
Kez
Not doing an intentional bump, but realised I posted in rely to one of the repsonses here instead of to the main thread, so reposting.
=====
Thanks to everyone, this thread has been very helpful. However, image inserting still doesn’t work quite as expected for me.
While I can get a picture inserted into an Excel 2010 worksheet using any of the below methods:
1) ActiveSheet.Shapes(ActiveSheet.Shapes.Count).Fill.UserPicture....
2) ActiveSheet.Pictures.Insert(pPath), and
3) Shapes.AddPicture....
unfortunately the images all insert with a display size determined not by the actual pixel dimensions of the image but by the dpi resolution.
So for example, if I insert two copies of the exact same 600×600 pixel image, one with a 300dpi resolution and the other with 72dpi, they display at vastly different sizes in Excel on screen.
While this might be intended behaviour for Excel in order to maintain a WYSIWYG printing layout, I actually need a way to insert the images based on the the actual pixel dimesnsions and ignoring the dpi resolution.
Any help appreciated.
Thanks
Kez
Well, answered my own question 🙂
For those who might be interested, you can use this function:
Public Function GetPicDims(strFilePath As String, strFileName As String) As String
GetPicDims = CreateObject("Shell.Application").Namespace((strFilePath)). _
ParseName(strFileName).ExtendedProperty("Dimensions")
End Function
to get the dimensions of the image you want to insert. Then you can parse the return string and use the width and height values to add a rectangle shape of the appropraite size, like:
ActiveSheet.Shapes.AddShape msoShapeRectangle 50, 50, iWidth, iHeight
which you then fill with the picture:
ActiveSheet.Shapes(ActiveSheet.Shapes.Count).Fill.UserPicture "c:\temp\test.jpg"
This way the picture gets inserted using the pixel dimensions and the (print) resolution gets ignored.
If desired, the GetPicDims function can be made more generic to get other ExtendedProperties.
Regards
Kez