32 citations · 118 across the 11 of their papers we have counts for
Showing 2019 · cs.SEShow all
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cs.SE2019★ 6 cited
ECrits - Visualizing Support Ticket Escalation Risk
Lloyd Montgomery, Emma Reading, Daniela Damian
Managing support tickets in large, multi-product organizations is difficult. Failure to meet the expectations of customers can lead to the escalation of support tickets, which is c…
cs.SE2019★ 21 cited
What do Support Analysts Know about Their Customers? On the Study and Prediction of Support Ticket Escalations in Large Software Organizations
Lloyd Montgomery, Daniela Damian
Understanding and keeping the customer happy is a central tenet of requirements engineering. Strategies to gather, analyze, and negotiate requirements are complemented by efforts t…