Decision Trees for Helpdesk Advisor Graphs
  We use decision trees to build a helpdesk agent reference network to
facilitate the on-the-job advising of junior or less experienced staff on how
to better address telecommunication customer fault reports. Such reports
generate field measurements and remote measurements which, when coupled with
location data and client attributes, and fused with organization-level
statistics, can produce models of how support should be provided. Beyond
decision support, these models can help identify staff who can act as advisors,
based on the quality, consistency and predictability of dealing with complex
troubleshooting reports. Advisor staff models are then used to guide less
experienced staff in their decision making; thus, we advocate the deployment of
a simple mechanism which exploits the availability of staff with a sound track
record at the helpdesk to act as dormant tutors.
