Welcome back. In part 3 of Making a Customer Service Dashboard using Excel let us learn how to create the charts in our dashboard.
Designing Customer Service Dashboard
Data and Calculations for the Dashboard
Creating the dashboard in Excel
Adding Macros & Final touches
Deconstructing the header area – Customer Service Dashboard
I like to keep a header area on all my dashboards. The purpose of header is simple. It shows key summaries and gives the users a sense of what is going on. In our customer service dashboard, the header has various key metrics & their trends, as shown below.
Constructing the spark-line for trend
The trend of calls for “All” and 2 selected options is shown as sparklines. Sparklines, a new feature introduced in Excel 2010 is very handy and easy to use. All you had to is select the 28 day call volume figures for ALL & 2 selected options and then go to Insert > Sparkline. Select the line sparkline & bingo, the sparklines are added to your workbook. Just cut them and paste them on the dashboard sheet.
Related: Learn how to use Excel 2010 Sparklines for dashboards
Constructing the traffic lights for call resolution
This is done with Conditional formatting. Another favorite feature. First we need to decide the traffic light conditions. In our case, I have defined below rules.
Related: Using Conditional Formatting Traffic Lights for your dashboards
Constructing Satisfaction Rating Chart
Distribution of customer satisfaction ratings is shown as a column chart. This is in fact a sparkline. The data for this is in Calcs!L42:N46. This is calculated using beloved SUMPRODUCT as shown in 2nd installment.
To insert the chart, just select L42:N46 in Calcs sheet and click on Insert > Sparklines (Column) chart. Move the chart to Dashboard sheet.
Related: Learn how to use Excel 2010 Sparklines for dashboards
Deconstructing the Dynamic Comparison Chart
The heart of this dashboard is dynamic chart at bottom. It has a lot going on,
- You can change the 4 week period for this chart
- You can select how you want to compare
- You can select which 2 options you want to compare
- You can tell what type of chart to show – (call volume, talk time, resolution rate, satisfaction rating & upsell $s)
To explain the dynamism of this chart, I have made a brief video. Please watch it first.
[Watch the video on our Youtube Channel]
So how this chart is made?
Even though we see dynamic chart in our dashboard, it is actually a picture link. This is how the chart works:
- From the calculations we have learned in 2nd part, you know that we constructed 28 day information for all 5 charts.
- Select each of these 5 types of info & create charts.
- We will end up with 5 charts. Place them neatly in empty cells.
- Next, define a named range
selChart, that returns one of these 5 cell ranges based on which chart user wants. - The definition for selChart is, =CHOOSE(valChartToDisplay, calcs!$C$73:$H$81, calcs!$C$84:$H$92, calcs!$C$95:$H$103, calcs!$C$114:$H$122, calcs!$C$125:$H$133)
I am sure you can figure out the rest of the details. See this illustration to understand how this chart is made.
Download Customer Service Dashboard
Excel 2010 version: Click here to download the dashboard workbook
Excel 2007 version: Click here to download the dashboard workbook
Examine the charts to learn better. Change the drop-downs, date values in dashboard sheet to see how the formulas work.
What next? – Adding final touches to the dashboard
So far, we have learned about the design of this dashboard, calculations behind it & how the charts are put together.
In the final installment, learn about the remaining pieces of the puzzle – VBA code, design tricks & future direction of the dashboard.
What charts you would put in this dashboard?
I liked the challenge of creating one dynamic chart that can show any data & analysis based on user’s wants. But I am sure there are more interesting ways to display call center data. So go ahead and tell me what charts you would include in a customer service dashboard. Bonus points if you can make the dashboard and share it with us. Go ahead and share your thoughts using comments.
Learn more about Dashboards
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 Dynamic Charts – Examples, tutorials & inspiration
- Excel School Dashboards Program – Learn how to create this and other dashboards in Excel
7 Responses to “Project Dashboard + Tweetboard = pure awesomeness!!!”
I would like to see actual hash-tagged DM tweets go out to the specific information consumers. That would be an interesting way to communicate the key daily data to interested parties.
A Twitter-like secure application like Yammer might be a good fit with this.
For example, how about daily tweets to selected user groups (secure) that would display sales, bookings, cash receipts, cash disbursed and a second version that would show the same info for MTD, QTD or YTD figures.
@Dan, it would be great. I did not taught about implementing it on this dashboard because twitter is blocked to the whole intranet here. However, there's a discussion here about how can we send these tweets to blackberries (probably through e-mail) automatically. (I'd like to see this implemented on a jabber restricted network as well, but here it'll probably not happen)
The wrap-up versions you mentioned doesn't apply to my particular scenario, but on a sales tweetboard it would be a great tool indeed - choosing who will receive which message according to hashtags. I'll think on something, thanks for the advice. 🙂
(Ah, btw, I'm Fernando... 🙂 )
@Dan: That is a fun idea. Instead of tightly integrating twitter functionality with a dashboard, i think it would be cool if we have a "tweet this" button that users can click after selecting a range of cells. We can easily show a dialog with the concatenated output of the selected cells and ask user to edit the text and eventually "send to twitter".
For eg. you can select the annual sales figure cell and click on "tweet this" button upon which a dialog will show the value. Then you can pre-pend it something like "DM @boss look at our sales this year: "
@Aires.. thanks once again.
Wow it looks really good. Not sure though how much the tweet facility would help in real world project management, but certainly having a dashboard on a project should be a key deliverable when learning how to manage a project
The other use of this is during the software development life cycle especially when you have parallel streams of development and testing going on. Using a dashboard is a quick way for everyone on the team to see where the project is at and how it all fits together.
Regards
Susan de Sousa
Site Editor http://www.my-project-management-expert.com
Hi Chandoo,
I purchased the project management toolkit but the dashboard shown above with the imbedded scroll bars. Is it included in the project pack??
Thanks
Sue
The gantt chart section of this dashboard is similar to one I have recently created: http://xlcalibre.com/hr-dashboard-gantt-chart-traffic-light-reportIt has a similar approach with scroll bars, but has a couple of additional features. I've tried to incorporate a traffic light report element, and also allow the timescale to adjusted so that can view it by days, weeks or months.I really like the other tables that you've incorporated, I may well try to replicate them to improve my version!
I am a monitoring and evaluation consultant in international development, and one of the services I offer is to help non-profits and foundations develop performance dashboards. I often advise them to develop dashboards for ongoing programs, rather than for one-time or pilot projects, because of the time involved. I am trying to find out from a few people how long it takes you to develop a project management dashboard, and to what extent the indicators vary from one project to the next.