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
19 Responses to “How to Distribute Players Between Teams – Evenly”
An excellent solution, especially for large data sets.
Another solution without using solver would be to assign the player with the highest score to Team 1, the 2nd to team 2, 3rd to team 3, 4th to team 3, 5th to team 2, 6th to team 1, 7th to team 1 and it continues. This method would end up with a Std Dev of 0.001247219. This works best with a distribution with lower Std Dev for the dataset.
Full Disclosure: this is not my idea, remember reading something a few years ago. Think it may have been Ozgrid
thinking back I now remember why I read about it. About 10 years back I had to distribute around 300 team members into 25-30 odd teams. Used this method based on their performance scores. I used the method I described to do this and the distribution was pretty fair.
Solver would have saved me a ton of time though 🙂
I think the issue with you first Solver approach was that you took the absolute value of the sum of team deviations (which should always be zero except for rounding) instead of the sum of the absolute values (which is a reasonable measure of how unbalanced the teams are).
Here's another simple algorithm you could use: you start from the top (with players sorted from high to low), and at each step allocate the next player to whichever team has the smallest total so far. You can implement it dynamically with some formulas so it will update automatically when the data changes.
If the scores were more widely distributed (so that this might end up with not all teams the same size), you could add a constraint to only pick among the teams which currently have fewest players at each step, or just stop adding to any team when it hits its quota.
When I tried it on the sample, I got the three teams below, with a STDEV of 0.000942809 (i.e. about half of what Solver got to).
Team 1: John, Hugo, Tom, Josh, Eric, Zane, Charles, Andrew
Team 2: Barry, Michael, Kenny, Joe, Xavier, Patrick, Oliver, William
Team 3: Henry, Steven, Ben, Frank, Kyle, Edward, Cameron, Lachlan
Thanks for sharing!
Hi,
I was looking at all the solutions and this is closest to what I intended to do. I am dividing a bunch of players into 3 soccer teams. Players availability is also a factor while deciding the teams.
So the steps the excel needs to do is as follows:
1) In availability column if "yes" go to next
2) Equally divide 'Goalkeepers', 'Strikers', 'Defenders' basis their quality
So the end result gives each 3 teams a balance of players playing at different positions.
Can this be done on Google spreadsheet with only availability as an input from the user and rest calculates by itself.
Sorry for asking such a pointed question, but I have been struggling to find a solution for it for sometime now!
Hi Ishaan,
I am working on a similar problem at the moment, so I am wondering if you ever found a solution and if you are willing to share what you did.
Hi everyone, this is a variation of the famous Knapsack Problem https://en.wikipedia.org/wiki/Knapsack_problem.
I had to use a VBA implementation recently as part of a problem, where we ar trying to allocate teams of an organization into different locations (we are a large company with many different team). The goal was to optimally allocate teams to individual buildings without putting too many teams into one building and not splitting teams apart.
As we had around 400 teams of different sizes, solver couldn't handle it anymore. Luckily there is a Knapsack algorithm implementation in VBA readily available on the internet :).
I also went with a heuristic approach first!
An interesting mathematical solution but what if Eric and Xavier can't stand each other or Patrick is best friends with Steven - the real life problems that effect "even" teams.
@Joe
You can add more criteria like
If Eric and Xavier can't stand each other
=OR(AND(E15=1,E16=1),AND(F15=1,F16=1),AND(G15=1,G16=1))
It must be False
If Patrick is best friends with Steven
=OR(AND(E5=1,E17=1),AND(F5=1,F17=1),AND(G5=1,G17=1))
It must be True
Note that the 2 formulas above are exactly the same
except for the ranges
One must be True = Friends
One must be False = Not Friends
Nice Post!
Just one question What if number of players are not even or equally divisible.
Nice post Hui!
I download your workbook and just try to change in options the Precision Restriction from 10E-6 to 10-8 and the Convergence from 10E-4 to 10E-10. The process take almost the same time, but the results was great.
The standard deviation I got was 0,000471.
Team 1: John, Tom, Kenny, Frank, Eric, Xavier, Edward, Zane
Team 2: Steven, Hugo, Ben, Joe, Josh, Oliver, Cameron, William
Team 3: Barry, Henry, Michael, Kyle, Patrick, Charles, Andrew, Lachlan
Great application of Solver! Thanks for the link!
Great explanation. Well done... However, I tried with 6 teams of 4 players and solver never did finish.
How about vba code for the same data set.
I have 3 column A B C wherein A has text and B has number Wherein C is blank. And in C1 been the header C2 where I want the name to come evenly distributed the number which is in Column B.
My Lastcolumn is 1000.
Sorry if I'm being slow here, but how is 'Team Score' calculated? I've gone through the explanation several times but it seems to just appear.
@Hrmft
This process uses the Solver Excel addin
Solver is effectively taking the model and trying different solutions until it gets a solution that meets all the criteria
Then solver puts the solution into the cell and moves to the next cell
So yes it appears to "just appear"
Hi ! Thank you so much ! Works great 🙂
I cannot get the fourth Equation to work in my excel spreadsheet
You have =($E$2:$G$25=0)+($E$2:$G$25=1)=1 as a SUMIF solution, I have, =($F$2:$H$13=0)+($F$2:$H$13=1)=1 as my solution but it does not work. The only thing I changed is the ranges. Any suggestions?
Thank you.
Jim
I cannot get the fourth Equation of TURE or FALSE statements to work in my excel spreadsheet You have =($E$2:$G$25=0)+($E$2:$G$25=1)=1 as a SUMIF solution, I have, =($F$2:$H$13=0)+($F$2:$H$13=1)=1 as my solution but it does not work. The only thing I changed is the ranges. Any suggestions?
Sorry I left some of it out in the previous question,
Thank you. Jim