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
28 Responses to “CP024: Customize Excel to boost your productivity”
I think that the most useful customisation that I utilise frequently is some code I found that allows multiple items to be selected from a data validation list. For example one workbook we use lists the business drivers for a project. Another uses this technique to select the staff involved in a particular project. See http://blog.contextures.com/archives/2009/09/18/select-multiple-items-from-excel-data-validation-list/
Another terrific podcast Chandoo! Glad to hear that you, your family, friends and community are recovering well from HurHur.
You did a great job of covering so many of the customization techniques that I use but one that I really like is the addition of those top portion of the quick access tool bar with items that I use often but are not standard to any of the tool bar options.
Thank again Chandoo for the terrific website! It definitely is helping to make me awesome in Excel.
I customise excel toolbars by inserting an icon and dragging it to the appropriate area.
I prefer not to customize (too much).. I use Excel on a work pc, on two pc's at home, and sometimes on other PC's (even on different languages). I've found that if I keep the most "standard" look, I manage to get around on any pc, whatever the language pack.
The only thing I do is "pinning" the most used files on the Windows taskbar. And even then I sometimes forget what I placed where, and look it up manually anyway...
Hi, Chandoo. Thanks for the complete review of customizations. I use most of the items you mention, such as Options to set the default font to “old” Arial rather than Cambria. I’ve also adapted the QAT, adding a button to Repeat last action as well as ones to close the current workbook and the Excel application. Lastly, I developed a personal Add-in that contains macros and changes the ribbon (via Microsoft’s Custom UI editor) to rearrange buttons for functions I always use and adds a new ribbon tab with buttons for my personal macros. For example, one of my most frequently used macros deletes all rows below and columns to the right of a selected cell and resets the Excel used range value for the worksheet (helpful for when I press Ctrl-End).
Thank you again for another great podcast! I always learn something from your podcast/Blog/site. I can't believe I never bothered to look at setting the number of sheets excel creates when you open a New workbook. That will save me time everyday!
I usually create a Personal Macro set to use, as well as creating some custom ribbon and toolbar sets to make my most needed functions handy (I even include some personal macros in these toolbars.) I also spend some time creating some themes to match the Company reporting colors so that my work can easily be incorporated into company communications.
Thanks for helping me be awesome at Excel everyday!
Hi Chandoo - excellent podcast. At the moment I only use the quick access tool bar to add not standard icons. But now I have several techniques that I am going to try. Thanks
excellent podcast!! not enough users maximise their productivity by making Excel more comfortable to work with!!
I use many of the techniques already mentioned (personal macro book, customised QAT/ribbon, etc) but but, instead of adding lot's of buttons I find it's better learn and use the relevant keyboard shortcuts instead of adding buttons for all those functions you use all the time (avoid button overload!!).
Far better to add buttons for functions you don't use often and that are difficult to find/use in their regular guise
I also use a default 'dashboard' workbook that has hyperlinks to a handful of files I use regularly.
also maybe worth mentioning creating default workbook/worksheet 'styles' - to do this create a workbook with the formats you want (fonts, page setup, # of sheets, etc) and save it to your excel start folder with the name BOOK (use SHEET for the sheet template). From then on all new books/sheets will have the same basic formatting
Thanks for the podcast Chandoo, glad you are recovering from the typhoon experience.
Here at work we created 2 template files, a "simple" one and a "large" one. We often have to put together engineering calculations and having these templates makes it so much faster. The simple one has a cover page (used for tracking revisions) and then a sheet set out in our standard format. The large one has the same cover page, then a contents page that has macro buttons to jump to any of the 10 tabs set up in it. And yes, we often use 5-10 tabs when doing our calculations! This makes the navigation much easier and means we can get on with calcs and not have to spend time formatting.
Thanks and enjoy, Oxi
Hi Chandoo – I liked this episode. So far I only use quick access bar to add icons for Macros, special paste etc.. Looking forward to explore some of the techniques shared by you. Thanks
Thanks for the podcast. There's a couple of things I'll have to try.
I've set up a default workbook that's saved to my excel start directory that contains:
* corporate colours and fonts
* a cover sheet
* modified and expanded cell styles
* default table and pivot table styles
* custom page setup settings
Another thing I've tried is creating chart templates which saves a bit of time.
My Quick Access toolbar is jampacked with macros:
- Save all open spreadsheets
- Backup the active workbook to another folder. Useful if I'm making big changes to the spreadsheet that i might want to revert later.
- Copy & Paste special values. Why click two buttons when you can click one?
- Set my preferred number formatting
- Format graphs in company colours
- Apply red/green conditional formatting for growths data. 0% growth is white, 20% growth is green, -20% growth is red
- Format and apply settings to pivot tables as I like them. E.g. Tabular format, no retained items, no style, etc
- Sort items in a pivot filter. Standard Excel capability only lets you sort items if they are in rows or columns not in a filter
- Delete all custom styles. It amazing how many junk styles spreadsheets can accrue, especially when copying in data from other spreadsheets
- Resize and reposition all comments. I swear comments have a mind of their own, constantly moving to bizarre places.
- Print in a Userform all external links and whether the links are active. Including those in name manager and in pivot tables that don't show up in the 'Edit links' window.
- Print in a Userform all HIDDEN name manger names. As a company we need to be careful about what is exposed when we publish spreadsheets.
These (and more I've not mentioned) save me countless hours during a normal working week!
Thanks for a great podcast. Really useful tips on customisation. The tip on only one sheet instead of three - using that now myself.
Personally I use customisation for two main purposes. Quick access to functions I use regularly – to state the obvious – but also some functions I use so infrequently I may not be able to quickly find them when I need them. Forms, for example.
And if I ever need to use a function or command that I have recently learned or used in a new or different way, I add that to the Quick Access Ribbon.
Hi Chandoo,
On top all those customization you've mentioned, I also use the Custom UI Editor for Microsoft Office to create my own Ribbon menu buttons in Excel 2007 and hide the default ones. With the help of macros of course, this makes Excel looks and behave like an App.
Try that to impress your boss !
Chandoo,
Until recently, I had only created custom VBA to solve specific problems related to work. I usually placed a shortcut in a new ribbon. Now I am going to use some of the tips that you mentioned to customize one ribbon for all of the common items that I use (like filter, sort, number format, etc.)
Thank you.
Hi Chandoo,
I really like your podcast. I will appreciate if you continue to do podcast in the future.
Regarding my customize of excel, I usually keep lot of commands in Quick Access Toolbars (QAT), esp, insert/delete sheet row, insert/delete sheet column,copy, cut, format copying, paste, paste special, paste value, Font color, Fill color, camera tool and open recent file etc. Also I click on click on Developer tab so that it is visible on my tabs.
When I was studying MBA, I used to do add-ins of Analysis Toolpak but I have not used that Toolpak since I completed MBA.
Thanking you,
Sam
Hi Chandoo,
I really like your page and it's the first time I listen your podcast and it's great!!. I use a lot the Quick Access Toolbar and also use personal macros for rutine task and for look-and-feel in corporate colors, but after listen you I will try to costumize the ribbon and also I will work with themes and styles.
Thanks to inspire us!!.
Regards from Mexico.
Uriel
Thank you Chandoo, very useful.
I have done 3 things to customize my excel,
Created a new tab and put in it all my frequently used commands.
Recorded all my repeated activities as macros and I am running this everyday.
Added the commands I use very very frequently (including the recorded macros) to the QAT.
Thank you again
Hi Chandoo,
Great podcast. I usually do the following to customize my Excel:
1) I use custom themes and chart & slicer templates
2) Custom macros in QAT and Ribbon for repetitive tasks
3) Keep generic VBA routines in a module for use when needed for specific workbooks, I can just copy it into the target workbook.
Thanks,
Dave
Hi Chandoo,
I have been using the quick access toolbar and it is great for having frequently used features all in one place. As well as macros and those less commonly known features, such as select visable cells when working with hidden rows/columns. The list of all commands available to add to the toolbar is mind numbing.
I did not know about adding your own tab to the ribbon. I have already begun contructing my own.
Thank you for the wonderful information.
Chandoo,
I mainly use the personal macros. There are a few charts that I update frequently, this requires that I keep the old data and change the range of the chart. Changing the range causes Excel to pick all new colors for my chart. So, one macro reverses this issue.
Thanks for sharing your awesomeness.
My customization:
I have three add-ins: Macabacus light for shortcuts (free), XL Campus to work with lots of tabs and the Tableau reshaper add-in (free), to reshape tables in database form.
I have created and copied macros for:
Clean formats
Search and select constants
Format as constant (I used to do financial modeling)
Trace dependents simultaneously
Center across selection (not used anymore since it's in one of the Add-ins)
Search and select blanks cells
Select cell A1 in every sheet (before closing the file)
Protect and unprotect sheets and workbook
Almost all macros have shortcuts and a dedicated tab in the ribbon.
As for Excel options themselves:
Automatic calculations
Error tracking disabled
Cursor stays in same cell when Enter is pressed
And I used to have a Financial modeling template as a predefined sheet where different formats and styles were pre-established
Dear chandoo
Thanks for the excellent podcast. I regularly visit your website and have listened to all your podcast which are very informative. I customise my toolbar by using a quick access and inserting icons in toolbar.
i used all of you suggestions, but have refrained from pinning files to the Recent Workbook List. It bothered me that this pinned files also took over the keybord shortcuts for the last opened files. If I press ALT-F+1, i want to open the last used file, not the file i pinned first.
I missed a very powerful Excel customization option in your podcast, which i use every day and saves me hours: custom keyboard shortcuts. There are two of them:
1. Assign a Key combination to a macro (e.g. "Ctrl-Shift-V" for my VBA-procedure "PasteSpecial_Values")
-> Open the Macro-dialog (Alt-F8) and go to Options, set the key...
2. Assign a Key combination even to F-Keys (e.g. "F5" for "my_favorite_Macro")
-> Open VBA-Editor (Alt-F11), go to any Module in your Personal.xlsb and add this code:
Sub auto_open()
Application.OnKey "{F5}", "my_favorite_Macro"
End Sub
There is no quicker way to call your macro!
Hi Chandoo, very excellent podcast.
I use the quick access toolbar to link my VBA macro's and at the moment I'm experimenting on adding a personal ribbon tab with personal ribbon buttons. I use a Custom UI Editor to do this, it let me link macro's to the buttons used in the personal ribbontab.
This way for a project dashboard I can add the buttons necessary there and they are attached to the file. So other people opening the file have the same ribbon tab. Looking professional and to quote 'awesome' ;-).
Thanks for your prodcast.
I customize my excel in the ribbon. This allows to feature the items I need
Hi Chandoo,
Would you please link me to your Excel Customization Handbook? I am sure that this will help me in a huge way!
Hi Chandoo!
I would love an Excel Customization Handbook! Here is my tip:
To recreate the CTRL-HOME functionality on Excel for Mac copy and paste the following code into your personal macro workbook. I assigned my code to the hotkey Option-Cmd-G and now it's like I have a "Home" button on my Mac!
----------
Sub GoHome()
'
' GoHome Macro
' Simulates Ctrl-Home on a PC
'
' Keyboard Shortcut: Option+Cmd+g
If ActiveSheet.Type = xlWorksheet Then
With ActiveWindow
.ScrollRow = 1
.ScrollColumn = 1
.ActivePane.VisibleRange.Cells(1).Select
End With
End If
End Sub