KPIs included
- Ticket volume
- Resolution time
- FCR (first contact)
- Backlog
Analysis dimensions
- Channel
- Team
- Request type
About this template
An overview of your support: ticket volume, resolution time and first-contact resolution rate (FCR). Designed for teams in the Customer Service industry, the model pre-wires 4 key metrics — including Ticket volume and Resolution time — analyzable across 3 analysis axes (Channel, Team, Request type). 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 Customer support performance: 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 "Customer support performance" template for?
It provides a ready-to-use SAC structure to drive analytics 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: Ticket volume, Resolution time, FCR (first contact), Backlog. Each is computed across the dimensions Channel, Team, Request type.
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.