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
31 Responses to “Beautiful Budget vs. Actual chart to make your boss love you”
Would be considerably easier just to have a table with the variance shown.
On Step 3, how do you "Add budget and actual values to the chart again"?
There are a few ways to do it.
Easy:
1) Copy just the numbers from both columns (Select, CTRL+C)
2) Select the chart and hit CTRL+V to paste. This adds them to chart.
Traditional:
1) Right click on chart and go to "select data..."
2) From the dialog, click on "Add" button and add one series at a time.
One more way to accomplish it is just select the columns into chart. Press Ctrl+C and then press Ctrl+V
Regards
Neeraj Kumar Agarwal
Unfortunately, this doesn't seem to work for me in Excel 2010. The "Var 1" and "Var 2" columns cannot combine two fonts to display the symbol and the figure side-by-side.
Secondly, there is no option to Click on “Value from cells” option when formatting the label options. The only options provided are Series Name, Category Name or Value.
@TheQ47... the emoji font also has normal English letters, so if you use that font, then you should be ok. I am assuming your computer doesn't have that font or hasn't been upgraded for emoji support.
Reg. Excel 2010, you can manually link each label to a cell value. Just select one label at a time (click on labels, wait a second, click on an individual label) and press = and link it to the label var 1 or var 2.
I am using excel 2010, please explain how to apply Step 12
Regards
Neeraj Kumar Agarwal
Hi Neeraj,
"Value from cells" option is only available in Excel 2013 or above. In older versions, you have to manually adjust the label value by linking each label seperately.
Read this please: https://chandoo.org/wp/change-data-labels-in-charts/
Sir, you are just awesome.
Your creativity has no limit.
Regards
Neeraj Kumar Agarwal
Hi Chandoo,
I just found your website, and really love it. It helps me a lot to be an Excel expert 😉
Currently I am facing with a problem at step 11:
Var1 Var2
D30%
A5%
B0%
B4%
B7%
C10%
C13%
D27%
I42%
Though at mapping table, I used windings, here formula uses calibra. How I can change it? I am able to change only the whole cell. In this case numbers will be Windings too.
Thanks for your help!
Hi Mariann... Welcome to Chandoo.org and thanks for your comment.
If you wanted to use symbols from wingdings and combine them with % numbers, then you need to setup two labels. One with symbol, in wingdings font and another with value in normal font. Just add the same series again to the chart, make it invisible, add labels. You may need to adjust the alignment / position of label so everything is visible.
[…] firs article explains how you can enhance your charts with symbols. You can simply insert any supported symbol into your data and charts. To some extend you can […]
You're a good person, thank you to share your knowledge with us, I will try to do in my work
Great visualization of variance. My question is that is this possible in powerbi?
How would you go about it?
HELLO, WHY CANT I FIND VALUES FOR LABELS IN EXCEL 2013
Dear chanddo sir,
What to do if we have dynamic range for Chart. How this will work. can you able to make the same thing works on dynamic range.
Sir Chandoo,
Good Day!
First, I'd like to say that I am very grateful for your work and for sharing all these things with us.
I tried to do this chart but it seems that the symbols don't work with text (abs(var%),"0%") unless we keep the Windings font style.
The problem is, it converts the text into symbol as well and you wont see the 0% anymore. I'm using Windows 7.
WOW - Segoe UI Emoji
This is the greatest discovery for me this month 🙂 Thanks for sharing.
Here's my two-cents:
https://wmfexcel.com/2019/02/17/a-compelling-chart-in-three-minutes/
Sir This is awesome chart, and very easy to made because of your way to explain is very simple , everyone can do. Thank you
one problem i am facing, I hv made this chart , but when i am inserting data table to chart it is showing two times , how can i resolve this
in this chart when i am adding new month data for example first i made this chart jan to mar but when i add data for the apr month graphs updated automatically but labels are missing for that new month
Hi Renuka,
Please make sure the formulas for labels are also calculated for extra months. Just drag down the series and set label range to appropriate address.
So I am playing with the Actual chart here - but amounts are bigger than your - you have 600 as Budget - my budget is 104,000 - is there a way to shorten that I am unaware of
thank you - I LOVE YOUR SITE
Thanks for the tips and tricks on Excel. In the Planned versus Actual chart examples, you use multiple values (ex. multiple Categories in above). How can this be done when we have only 1 set of values? For example if I have only this:
Planned Actual
SOW Budget 417480 367551
How can I create a single bar chart like the one above?
Thank you Chandoo.
This one is just perfect for my Quarterly Review presentation on Operational Budget against Actual Performance for the Hospital I'm currently working with.
Just Subscribed today (10 minutes ago)
Is there a way to make the table of data into a pivot table to be able to add a slicer for the graph due to many different categories and months?
Hi, I tried to modify you template with something appropriate for me, and I found a problem. this template was modified by me started with excel 2010, then 2016 and finally 2019. Same thing - somehow appear an error - or didn't show the emoticons for positive percentage or doubled the emoticons for some rows. I suspect to be from excel. if is need it I can sand you my xlsx for study. Please help if you can.
Hi Chandoo,
Could you please check the Var Formula in Step1. You have mentioned budget-actual and when i did this i got different values but when reversed like actual-budget i got the actual value what you have demonstrated in step1.
Please share your view.
This is a great chart (budget vs. actual). However, in trying recreate it, I cannot color in the UP Down bars individually, and they all become formatted with the same color. I'm using Office 365. Look forward to the feedback.
Thanks.
Dan
pls explain in detail step 7
While in the Excel sheet you have used following formula for Var
Var = Actual - Budget
But
in the note, you have written
Var = Budget - Actual
Good Presentation and Data information.thank you so much chandoo.