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
23 Responses to “Displaying Text Values in Pivot Tables without VBA”
Its possible to display up to 4 text values.
Have a look at the screen shot of an example that I had posted way back at the EHA and figure out how its done !
http://tinypic.com/r/muzywk/6
With Excel 2010 you can use Conditional Formatting to apply custom number formats which can display text. (In older versions you can only modify text color and cell background color, but not number formats.) Using CF allows for an even larger number of different display values.
[...] Display text values in Pivot Tables without VBA [...]
Hey,
Thanks, this helps. But how do you do it for multiple values where there is a huge amount of non repeating text?
@Soumya
The only way to do more than 4 values is to make the Pivot Table manually with formulas, of course then it isn't a Pivot table
You can of course do it with VBA
You may want to have a look at this description of how to do it here: http://www.clearlyandsimply.com/clearly_and_simply/2011/06/emulate-excel-pivot-tables-with-texts-in-the-value-area-using-vba.html
@Soumya
The only way to do more than 4 values is to make the Pivot Table manually with formulas, of course then it isn’t a Pivot table
You can of course do it with VBA
You may want to have a look at this description of how to do it here: http://www.clearlyandsimply.com/clearly_and_simply/2011/06/emulate-excel-pivot-tables-with-texts-in-the-value-area-using-vba.html
[...] Pivot Tables take tables of data and allow the user to summarise and consolidate the data at the same time. This is a great and very fast method of analysis but is restricted to handling mathematical functions on the value field resulting in numerical summaries. – read more [...]
[…] Read more here: Displaying Text Values in Pivot Tables without VBA […]
There is a very good way actually for handling text inside values area.
First you create a special column on the very left side and call it ID, and put unique ID (numbers only), and then create a pivot table with:
Row Labels and Column labels as you like, and in the Values labels use the unique ID number.
Move the unique ID number (copy paste) somewhere to the right and use vlookup to load the data you need using the ID as reference.
It is a bit longer way but for me it works perfectly to combine values as you like in any moment.
hope helps.
Regards,
Jon
Thank you! I finally understand pivot tables thanks to your clear, concise explanations and examples.
Good Day. This is exactly what i have been looking for. However when i try it on my pivot table or even when i try to recreate this exercise using the sample worksheet, i get this error:
"Microsoft Excel cannot use the number format you typed. Try using one of the built-in number formats."
Same thing here, Excel quite did not like the format in my PowerPivot. Any clues as to what may be going on? Thanks.
I have the same thing happening on my end. I'm running a normal pivot table on a .xlsm file.
@Danzi
What format did you use?
can you post the file ?
pls. help in table there is name, pan. amount. i have to make pivot table for example
NAME PAN AMOUNT
MR.X AAAAC1254T 500.00
MR.Y AAABR1258C
MR.A CFVDE2458T
MR.Z AAVCR12548C
MR.X AAAAC1254T
MR.Z AADCD245T
pls. help in table there is name, pan. amount. i have to make pivot table for example
NAME PAN AMOUNT
MR.X AAAAC1254T 500.00
MR.Y AAABR1258C 1000
MR.A CFVDE2458T 2000
MR.Z AAVCR12548C 5451
MR.X AAAAC1254T 45564
MR.Z AADCD245T 4500
how to get pivot tabe so i get PAN no. against Name.
I found an easy way to get text values in pivot table.
I create an other worksheet in wich each cell has a formula that copy the pivot table. The trick is that the formula does a lookup for the numbers in the pivot table.
The formula looks like that:
=IF(ISNUMBER(table!A1);VLOOKUP(table!A1;Code!$A$1:$B$65;2);IF(ISBLANK(table!A1);" ";table!A1))
Code is a worksheet where there is a liste of text /numbers correspondance.
As a bonus The new sheet is easier to format
Additional trick:
In my case, i encoded differents codeid with a power(2, codeId-1) so that summing then is equivalent to concatenate them.
1-A
2-B
4-C
8-D
yields :
5 - AC
14 - BCD
Hi
I want to ask if pivot can display dates in pivot field. As in a column i have customers and in row different items i want to know there last purchase date. anyone help in this??
Hello Guys, Need your help
I am doing some analysis of the cycle time of the product i.e how much time a product takes from manufacturing to the central warehouse.
I have batch numbers for the product and against them i have to pull out the diff. dates
Like the base date is from where the manufacturing start. So i have the batch number,against it's manuf. date. Now i have to pull out the date when it was quality released.
I have the quality released data but the data have duplicates, like i will have two dates or may be three for the same batch. So my main objective is to pull out the date which is latest among them.
BATCH NO. DATE of Mfg. DATE of Quality release
A1 12/4/2014 (HERE I HAVE TO PULL value)
Next Sheet
BATCH NO. DATE of Quality Release
A1 14/5/2014
a2 23/5/2016
A1 12/5/2014
A1 13/6/2014
From this sheet i have to pull up the latest date format of date here is dd/mm/yyy
TIA
[…] needed to present text instead of counts in a pivot table value column. Here is an excellent resource for Excel manipulation, in addition to an overview of pivot […]
This is great thank you.
Wow!!! Excellent!! It helped me a lot.
I am developing training tracking sheet for 200 employees with training completed date. Each employee will be attending 25 courses. How to indicate actual dates in pivot table value field.