Help Desk Tickets

This dataset helps calculate the time spent on each step. - issues_snapshots.csv The same records in the issues.csv but duplicates the records handled by multiple assignees; each record is the processing cycle per assignee. - scored_issues_snapshot_sample.xlsx A stratified and representative sample extracted from the tickets and then handed to an annotator (the help-desk manager) to appraise the resolution performance against three targets, where 5 is the highest score and 1 is the lowest. - sample_utterances.csv Contains the messages (comments) that were exchanged between the reporters and the helpdesk team.

This dataset only contains the curated messages for the issues listed in scored_issues_snapshot_sample.xlsx, as those were the focus of the initial study. - holidays_by_country.csv Holidays between 2007 and 2023 for all countries that had reported tickets. The following files are guidelines on how to work and interpret the datasets: - FEATURES.md Describes the datasets features (fields). - EXAMPLE.md Shows an example of an issue in all datasets so the reader can understand the relations between them. - process-flow.png A demonstration of the steps followed by the helpdesk team to resolve an issue.

These datasets are valuable for many other experiments such like: - Count Predictions - Regression - Association rules mining - Natural Language Processing - Classification - Clustering