32 citations · 128 across the 14 of their papers we have counts for
3 papers · 1 filter
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…
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…
Towards a Live Anonymous Question Queue To Address Student Apprehension
Lloyd Montgomery, Guy Evans, Francis Harrison +1
In today's university climate many first and second year classes have over a hundred students. Large classrooms make some students apprehensive about asking questions. An anonymous…