publication . Conference object . Preprint . 2019

ECrits — Visualizing Support Ticket Escalation Risk

Montgomery, Lloyd; Reading, Emma; Damian, Daniela;
Open Access
  • Published: 04 Jan 2019
  • Publisher: IEEE
Abstract
Comment: Accepted for publication to the 25th International Requirements Engineering Conference (RE'17)
Subjects
ACM Computing Classification System: ComputingMilieux_MANAGEMENTOFCOMPUTINGANDINFORMATIONSYSTEMS
free text keywords: Predictive modelling, Management science, Marketing, Process management, IBM, Data modeling, Ticket, Computer science, Information overload, Requirements engineering, Customer information, Computer Science - Software Engineering
Related Organizations

[1] L. Montgomery and D. Damian, “What do support analysts know about their customers? on the study and prediction of support ticket escalations in large software organizations,” in Proc. of IEEE International Conference on Requirements Engineering, August 2017, to appear.

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publication . Conference object . Preprint . 2019

ECrits — Visualizing Support Ticket Escalation Risk

Montgomery, Lloyd; Reading, Emma; Damian, Daniela;