"What do Support Analysts Know About Their Customers? On the Study and ..."

Lloyd Montgomery, Daniela E. Damian (2017)

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DOI: 10.1109/RE.2017.61

access: closed

type: Conference or Workshop Paper

metadata version: 2024-04-25

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Lloyd Montgomery, Daniela E. Damian:
What do Support Analysts Know About Their Customers? On the Study and Prediction of Support Ticket Escalations in Large Software Organizations. RE 2017: 362-371

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