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.
After downloading, import Contact center planning 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 "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 .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.