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.
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.