A framework of call center service management system based on Pentaho

This paper is aimed to illustrate a framework of the design of call center service management system which is used to help call center's managers to manage call center's service level. It introduces the architecture of call center service management system which is based on Pentaho business intelligence Platform, and the key technologies on data analysis, such as OLAP. This framework first integrates call center business analysis and its service system development.