Chunye Wang, Ram Akella, Srikant Ramachandran. Hierarchical service analytics for improving productivity in an enterprise service center. In Jimmy Huang, Nick Koudas, Gareth Jones, Xindong Wu, Kevyn Collins-Thompson, Aijun An, editors, Proceedings of the 19th ACM Conference on Information and Knowledge Management, CIKM 2010, Toronto, Ontario, Canada, October 26-30, 2010. pages 1209-1218, ACM, 2010. [doi]
Abstract is missing.