KPIs included
- FTE required
- Agent occupancy
- Schedule adherence
- Forecast vs actual volume
Analysis dimensions
- Team
- Time slot
- Skill
About this template
Plan your call-center staffing: FTEs required, occupancy, schedule adherence and volume variance. Designed for teams in the Customer Service industry, the model pre-wires 4 key metrics — including FTE required and Agent occupancy — analyzable across 3 analysis axes (Team, Time slot, Skill). You start from an already-bounded base (units, aggregations and business labels defined) rather than a blank sheet.
This is a complete SAC template kit for Contact center planning: sample data, model definition, KPI dictionary, a step-by-step import guide (matching the current SAC screens) and a dashboard blueprint — recommended calculations with ready-to-paste SAC formulas plus a layout that follows universal dashboarding rules. Import the "Data" sheet into SAC Modeler (Create New → Model → Start with data → File), check the 3 dimensions and 4 measures, then build a professional Story in minutes using the blueprint. The dataset contains 720 to 960 rows of realistic sample values for the Customer Service industry, available as .xlsx (7-sheet workbook), .csv (flat table) and .package (ZIP with model.json, data.csv, README and licence). You supply and validate your own figures.
FAQ
What is the "Contact center planning" template for?
It provides a ready-to-use SAC structure to drive planning in the Customer Service industry. The standard business KPIs and dimensions are already defined, saving you the modeling phase.
Which KPIs are included?
The template includes 4 metrics: FTE required, Agent occupancy, Schedule adherence, Forecast vs actual volume. Each is computed across the dimensions Team, Time slot, Skill.
How do I import it into SAP Analytics Cloud?
Download the .xlsx or .csv, then in SAC: Modeler → Create New → Model → "Start with data" → File. Pick the "Data" sheet, tick "first row as headers", and SAC builds the model. The workbook includes a step-by-step Import guide (matching the current SAC screens) and a Dashboard blueprint with ready-to-paste calculations, so you can build a professional Story in minutes. You supply and validate your own figures.