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.
27 Responses to “How to Embed Youtube videos in to Excel Workbooks?”
Thank you!!
The trick is to get that URL for video. Some videos have this feature disabled... hmm...
very cool. how did you record what you do on Excel? it didn't seem like you was using a camcorders.
This is a great tip. Is it possible to insert a PDF on an excel worksheet? I usually receive quotations in pdf format, and would like to show the quote on a worksheet, rather than using hyperlinks. Any and all help would be greatly appreciated.
Your instructions didn't work for me, ether in Excel 2010 or 2007, and I tried several times, following the instructions very carefully and to the letter.
What I found out is that, for some odd reason, copying the YouTube URL then adding the ?fs=1&hl=en_US to the end would not work at all for me.
But if I went to the Embed code in YouTube and copied value parameter (minus quotes) and pasted it into the movie property, the movie would play. The Embed code value parameter includes the link and the extra bit you included at the end. No need to copy that as an extra step.
Best feedback on here. Worked like a charm after removing extra YT code. Thanks..
@Gregory,
Thanks your instructions.
I have carefully followed the Instructions mentioned by you and still i am unable to do embed the video in excel.
Please help and your immedate reply will be higly appreceiable.
Regards
Sonu Monga
A Chartered Accountant
If you are using excel 2010 or higher. then there is nothing like Shockwave flash player.
In that case you have to use windows media player.
There is a control naming Windows Media Player in that list.
Insert that contol and then open properties and insert link in URL.
It will work.
@Gregory,
Thanks your instructions.
I have carefully followed the Instructions mentioned by you and still i am unable to do embed the video in excel.
Please help and your immedate reply will be higly appreceiable.
Regards
Sonu Monga
Chartered Accountant
It wouldn't play because you need to indicate the exact location of flash file....by 'Embedding' the file, you get the the exact URL, so it can be played....some videos can't be 'embedded' that's why it won't work....
My developer tools does not list a control for "Shockwave flash object". Where/How do I find it?
Hi Chandoo,
why don't use OCX Window media player ???
you can play your own local video or music
just indicate exact location (Full path or URL)
i.e :
C:\Users\Public\Music\Sample Music\Kalimba.mp3
C:\Users\Public\Videos\Sample Videos\Wildlife.wmv
with macro and userform :
Sub PlayMedia()
On Error Resume Next
UserForm1.WindowsMediaPlayer1.URL = ThisWorkbook.Path & "/" & ActiveCell.Value
' ----- or
' ----- UserForm1.WindowsMediaPlayer1.URL = Exact location
End Sub
Very cool. I also could not get the instructions to work, but was able to use Gregory's suggestion about the embed code. Thanks for posting!
Thanks Chandoo. This is very cool. I was able to make it work using the embed code copying from http: up to _US as you indicated. This is a great way to provide additional training or message as you package your deliverable.
[...] Trying to become a bit flashier with your dashboards? Maybe you’re just looking to include additional material. Take a look at this quick tool to embed YouTube videos in excel workbooks. [...]
Hi Chandoo,
Excellent tip. Very useful.
Is there anyway to link the path in the properties to a cell value so that the user can select the video from a drop down and then have the video play?
Thanks Myles.... to link the path to a cell, I guess you need to use macros..
nothing happend in Embed Youtube videos in to Excel Workbooks, it shows only white blank screen.
Hi Chandoo, How Do I put more than one URL in movie field?
Hi Chandoo,
very good tip.
But how do I start the embeded video in an xlsm file once the tab is selected or through VBA programming?
Appreciating your answer
Steve
Query:
I have created 4 sheets excel file, but when i print this file to PDF it generates two sheets one PDF and two Sheets one PDF … can i know the setting which i had to change. because i want all 4 sheets in one PDF
while Printing i did setting as "Print Entire Workbook"
Awaiting for your reply.
Help!! THis works great, but I'm trying to use VBA to change the URL, which I can do. The problem I am having is getting it to play via VBA.
The object has both .play and .playing = true properties, but neither will actually play the video after updating the .movie url. The correct video appears within the object, but I can't get it to play from VBA... which I really need it to do.. Thoughts?
Hello
Go to Developerr tab and select more control then find windows media player just click it.
after that you have to right click on the embeded object and select properties there you need to add your video file path.(dont forget to include extension like .avi, .mov etc.) in URL field. Then Press Alt+11 and deselct design mode. Once you close the module your video start playing.....
For the life of me, I cannot get this to work. I have followed Chandoos instructions to the letter and also tried using the embed code as Gregory suggested, all I get is a blank white box where the video should be. Is there any other reason that this might not work? Flash version perhaps? Quite frustrating.
Hi I was wondering if was a way after adding a video if one could save to HTML format and it would work?
Hi Chandoo,
This is very helpful, however, is there a way to auto-play the embedded youtube video as soon as somebody opens the excel file? Can you share the macro for the same?
Hi,
Very cool, how is it possible to start automatically the video when the excel sheet is open?
I would like to start the video when i open the worksheet :).
Best regards.
Hello
When trying this method, I got Flash-embedded videos are no longer supported. Is there a solution for this problem?