Driving large call center simulations using OLAP data cubes

Abstract

Simulating large call centers can require weeks or months. Additional time is spent on detailed analysis of input data to drive the models. Once a model is complete, the input data can be obsolete, requiring additional analysis and re-validation. This hinders the ability to provide accurate, timely models. This process is greatly improved by the use of OLAP data cubes to provide input data. Most simulation software packages have the functionality to read data from Excel workbooks. Data cubes provide data in a standard Excel pivot table format that can be easily updated to current data. Using OLAP cubes can significantly reduce the time to bring a simulation model to market, by streamlining the access to input data. Cubes also provide a quick, easy method to update data to the most current information. This ultimately provides a simulation analyst with a means to produce accurate, relevant and timely simulation solutions.