Assessing expertise awareness in resolution networks

Yi Chen, Shu Tao, Xifeng Yan, Nikos Anerousis, Qihong Shao

Research output: Chapter in Book/Report/Conference proceedingConference contribution

8 Scopus citations

Abstract

Problem resolution is a key issue in the IT service industry. A large service provider handles, on daily basis, thousands of tickets that report various types of problems from its customers. The efficiency of this process highly depends on the effective interactions among various expert groups, in search of the resolver to the reported problem. In fact, ticket transfer decisions reflect the expertise awareness between groups, thus encoding a sophisticated resolution social network. In this paper, we propose a computational frame-work to quantitatively assess expertise awareness, i.e., how well a group knows the expertise of others. An accurate assessment of expertise awareness could identify the weakest components in a resolution system. The framework, built on our previously developed resolution engine, is able to calculate the performance difference caused by excluding a node from the network. The difference exposes the awareness of this node to other nodes in the network. To our best knowledge, this is the first study on this problem from a computational perspective. We tested the proposed framework on a large set of real-world problem tickets and validated our discovery by carefully analyzing the tickets that are incorrectly transferred. Experimental results show that our framework can successfully capture groups that do not know others' expertise very well.

Original languageEnglish (US)
Title of host publicationProceedings - 2010 International Conference on Advances in Social Network Analysis and Mining, ASONAM 2010
Pages128-135
Number of pages8
DOIs
StatePublished - Oct 28 2010
Externally publishedYes
Event2010 International Conference on Advances in Social Network Analysis and Mining, ASONAM 2010 - Odense, Denmark
Duration: Aug 9 2010Aug 11 2010

Publication series

NameProceedings - 2010 International Conference on Advances in Social Network Analysis and Mining, ASONAM 2010

Other

Other2010 International Conference on Advances in Social Network Analysis and Mining, ASONAM 2010
CountryDenmark
CityOdense
Period8/9/108/11/10

All Science Journal Classification (ASJC) codes

  • Computer Networks and Communications
  • Computer Science Applications
  • Information Systems

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