MOLAP data warehouse of a software products servicing call center

Abstract

This paper presents data warehouse system design with example of a software importer and distributor Call center. Data analyses of telephone requests for servicing software products at Call center have been implemented. Call center business processes have been described. Conceptual model of database is presented, as well as aggregated data created with data warehouse. Multi-Dimensional On-Line Analytical Processing (MOLAP) cubes based on star and snowflake schema are implemented. Additional features are developed such as executing MDX queries and exporting analytical data to spreadsheet application, for the purposes of reports in the form of pivot tables and charts.