KPIs included
- % SLA met
- First response time
- Average resolution time
- SLA breaches
Analysis dimensions
- Priority
- Contract type
- Customer
About this template
Monitor service-level commitments: first response time, resolution times and SLA breaches. Designed for teams in the Customer Service industry, the model pre-wires 4 key metrics — including % SLA met and First response time — analyzable across 3 analysis axes (Priority, Contract type, Customer). You start from an already-bounded base (units, aggregations and business labels defined) rather than a blank sheet.
After downloading, import SLA monitoring into SAC Modeler (Files → New Model → Import data from a file), map the 3 dimensions and 4 measures, then build your Story. The provided dataset contains 720 to 960 rows with realistic values for the Customer Service industry, available as .xlsx (multi-sheet workbook), .csv (flat table) and .package (ZIP bundle with model.json, data.csv and README).
FAQ
What is the "SLA monitoring" 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: % SLA met, First response time, Average resolution time, SLA breaches. Each is computed across the dimensions Priority, Contract type, Customer.
How do I import it into SAP Analytics Cloud?
Download the .csv or .xlsx format, then in SAC: Files → New Model → Import data from a file. Map the columns (Dimensions then Measures), validate the types and build your Story. Allow 5 to 10 minutes for an operational model.