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.
After downloading, import Customer support performance 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 "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 .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.