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
29 Responses to “You are invited [personal]”
Dear Sir,
This is to just Wish the kids a Happy birthday in Advance.May Almighty bless them all strength,Success
Dear Chandoo,
My best wishes to your child.I had become regular visitor of your site and finally today it made me to post a comment...
Best wishes from my end! Dont think it would be possible to personally come .. but my best wishes would always be there!! 🙂
Chandoo, thank you for the kind invitation. I wish a special birthday day for your daughters, Nishanth & Nakshatra. Will you be serving "dudh pakh"?
-bill
What a kind thought to invite us!
I pray your family will be continually blessed.
Thank you very much for the invitation, how I wish Philippines is just a Jeepney ride away from India. Best wishes for your baby girls and more blessings to come.
Hi Chandoo,
Thanks for the invitation ! You treat everyone that comes to your site as part of your family community. Me and my family wishes Nishanth & Nakshatra a very very happy birthday !!
Though physically we cant be with you to celebrate the occasion, you know our blessing are with you !
To be a father is not easy, furthermore you have to be a father to 2 kids !
Francis
Dad of 2 and 9 year old.
Hi Chandoo,
It was very kind of you to invite us all along to the 'Extravaganza'. Like others that have commented here I too, am to far (Australia) to pop over for a piece of cake 🙂 Best wishes to you and your family on such a milestone.
Emma
(soon to be mum of 1!!!)
Dear Chandoo
God bless Nishanth & Nakshatra. Wishing you and your family a very enjoyable first birthday party.
(Father of a 9 month baby... wondering how you manage 2 !!! )
God bless the little ones. Have a blast.
Hi Chandoo
Happy birthday !
Indeed children are a blessing and make our lives much more deeper.
Wow! I wonder how that would look; all those Excel users partying with your cute kids!
Enjoy the festivities and remember; they grow up really fast.
Dear Chandoo,
Thanks for your invitation!
Please accept my wishes for Nishanth & Nakshatra, and a very very happy birthday to both of them.
(Father of a 1 year old baby)
Hi Chandoo,
Thanks for the invitation. Wishing Nishanth and Nakshatra a very happy birthday and God bless all of you!
Howdy Chandoo,
Gosh, would love to attend the birthday party for your little blessings but I live in Dallas, TX. The children are beautiful. Thank you so much for the Excel information, tips, hints, special formulas, etc., you and your children are really a blessing. I look forward to your e-mails and check your web site frequently. Regards, Lynn
Chandoo Garu,
Your kids look adorable. Congratulations. My Aashirwaadam to both of them.
Regards,
Kalyan Verma
@all: Thank you every one for the wishes, blessings and prayers. We are very excited and busy with the birthday preps now. I will share a pic or two when its over... 🙂
Wish you and your entire family all the blessings. May god provide your babies with all the love and charm in the entire universe.
Like Emma I am rather far away (South Africa), but best wishes to you and your family on this special occasion.
(Mother of 7 and grandmother of 5)
Dear Chandoo,
May God Bless your little ones with Good Health... Happy birthday to them from me... Wish i could be there but work doesn't permit me to travel 🙁
And thanks again for treating all of us like your family
Rajatha
Sir.
God bless the two little angels with all the happiness in the world.....
Wishing Nishanth and Nakshatra a very happy first birthday. My youngest has just turned 18, and I wish you and your family every happiness in the exciting journey ahead.
Hi Chandoo,
I'm reading your blog for more than a year now, and i'm very pleased by this invitation.
I wish a very special Happy Birthday to the 2 little ones from Mauritius Island.
If, for any reason, you are coming on the island in the future, feel free to drop me a mail.
Have a nice party, and a nice year to come with Nishanth and Nakshatra.
Happy birthday!
Your babies are beautiful!
This year is not possible for us to attend. My family will be there for your next family party.
Enjoy the cake and dinner
May God Bless your little ones with Good Health… Happy birthday to them from me....I am also the father my little daughter named akanksha, she is 2.5 yrs old,,,,but i am unemployed 2 yrs ,,i know when u become a dad u r many hopes.
Guru
My belated wishes for your kids... I feel sorry for having missed them to wish to the right time.... May almighty shower all his blessings on your family.....
With regards
Chandoo,
Congratulations. Please give you children a big Happy Birthday (one day late) from me. Enjoy, they grow up very fast
Gene
@all.. thanks for the wishes and blessings. We had a fantastic weekend with all the relatives, friends. Kids loved the cake, enjoyed the beach and had fun playing with gifts. Here are some photos..
Chandoo & family - greetings from Ireland, hope you enjoyed the day!