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Office 365 Excel - Pivot - Comparing agent averages and team averages from Grand Total

  1. #1
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    Office 365 Excel - Pivot - Comparing agent averages and team averages from Grand Total

    Hello all,

    I have a request and wanted assistance with a Pivot question. I wish to compare the performance of agents' average (%) versus the team's average % which is found the grand total. As I add months to this Pivot I want to recalculate the average for the team. I am using a slicer to restrict the view to the relevant agent. I have tried to use a calculated field but I have only been able to manually add the value. This won't change at the team average changes over time. How can I do this and make it dynamic. I don't know if this has been answered before and would really appreciate assistance.

    Regards Gus.

    % of Calls not Answered
    Row Labels Jul Aug
    Agent 1 4% 5%
    Agent 2 12% 12%
    Agent 3 4% 3%
    Agent 4 43% 32%
    Agent 5 4% 2%
    Agent 6 1% 0%
    Agent 7 25%
    Agent 8
    Agent 9 2% 1%
    Agent 10 4% 2%
    Agent 11
    Agent 12 4% 4%
    Agent 13 1% 1%
    Agent 14 4%
    Agent 15 6% 9%
    Agent 16 4% 12%
    Agent 17 3% 3%
    Agent 18 3% 10%
    Agent 19 0%
    Agent 20 4%
    Agent 21 27% 13%
    Agent 22 7% 20%
    Agent 23 3% 17%
    Agent 24 4% 6%
    Agent 25 5% 5%
    Agent 26 9% 9%
    Grand Total 7% 8%

  2. #2
    Forum Guru Olly's Avatar
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    Re: Office 365 Excel - Pivot - Comparing agent averages and team averages from Grand Total

    If you calculate your team % measure as an average of the team member % measures, this will be an average of an average, which won't be truly accurate. Better to calculate from number of calls & number of calls not answered, if you have that data available?
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