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.
21 Responses to “Distinct count in Excel pivot tables”
The distinct count option works well but I have found that if I have a date field and want to group by year, month, etc. that option seems to be disabled. I need to do both, distinct count and group by year/month.
Example data; sales orders with item quantities with dates.
Challenge; sum the item quantities, count the distinct orders and group by month. How do I do this?
Perhaps that's not possible due to the grouping?
@Al... When you use data model based pivots, you cannot group values manually anymore. Why not use Excel 2016's default date grouping option? In this case we have just a few dates, so Excel is not grouping them, but if you have an year's worth of data, when you make the pivot with date in the row label area, Excel automatically groups them. If you have fewer dates or want to use your own grouping, just create a table with all dates, add columns with month, week, year etc. Then connect this table (these types of tables are usually called as calendar tables) to your data on date field as a relationship. Now you can create reports by month, quarter etc easily.
Is this the only way to do it in 2013? I find it rather cumbersome to have to create another data table listing dates with the another column for MONTH() and YEAR() to be able to summarise data for senior level...
I know people find adding calendar tables cumbersome, but it is a best practice and let's you add more layers of analysis quite easily. For example, adding analysis by weekday vs. weekend or by financial quarter or YTD calculations (you would need either Power Pivot DAX or some very carefully setup pivot table value field settings)
I had absolutely no idea this was possible. Very useful, nice work!
Doesn't work for 2010 version though (or at least not my works version)
Hi ,
The post has the following in it :
These instructions work only in Excel 2016, Office 365 and Excel 2013.
when i have 2 different Pivot tables, one without the enabled “Add this data to data model” option, and the other one with it enabled.. is there anyway i can link slicers between them?
if the answer is NO,, what to do ?
Quick note, the “Add this data to data model” option is not available for the Mac version.
perhaps outside scope of this article but I have found when I attempt to create a pivot table from an external data source (connection to a sql view) the "Add this data to data model" becomes greyed out. Anybody experienced and found a solution so I can start getting distinct count in my pivot tables?
Is there a way to still add a calculated field when using distinct count?
I found I can't change the date source after tick the " add this data to the data model", can you help to adv how to change the date source in such case?
Is there a way to update the source once you have added to the data model? I receive a new spreadsheet weekly and would like to update the connection so my tables pull from the new source.
Hi Crhis, I like how you have hulk (superhero) as your avatar. Do you know that there is a superhero in Excel too? It's Power Query. You can use it to solve your problem in a simple click. Here an intro if you need some guidance.
Powerful Introduction to Power Query
A big Thank you. It worked.
Hi, have survey data that I need to analyze but the challenge is that my key fields are showing horizontally. I tried to transpose the fields using Power Query, but unfortunately the new fields are returning same values on a pivot table despite using distinct values
How I can a do a pivot table with discount conts in some columns and then generate shor report filter pages. pls it drives crazy
Hi. Why grand total pivot of distinct count is 13? shouldn't it be 67?
Great Answer! Saved me lots of time!
Thank you!!!
Worked awesome! Thanks!!
Hi Chandoo,
I am using pivot tables for distinct count and now I need to update them with new set of data. But when I update the source data, all the columns and formatting of Pivot table disappears and I need to build it from Scratch.
Is there a possibility that I can update the source data with new rows added and also retain my pivot tables?