Hi All,
Need some advice and suggestion on one of the use case i have for one of my existing clientele.
We have IT ticket queue where we get tickets from across the globe, to IT helpdesk. They are of various complexities, urgency, what is the mode of communication (phone, email etc.), date of creation, location, when it was resolved.
While i have performed the exploratory analysis- both uni-variate and bi-variate, correlation study.
Is there a way we can know what could be the complexity of the next ticket that comes to the queue, I need some assistance as to what methodology or statistical technique would be help here.
Please advice, I have 3 categories of complexity. High- Medium- Low.
Queueing is usually associated with a Poisson process. That is, the number of arrivals in a time interval usually follows a Poisson distribution. Inter-arrival time usually follows an exponential distribution. Waiting time for a number of arrivals usually follows a gamma distribution. This is likely to hold for each category of complexity.
The prediction of the next complexity (given the current complexity) may be done by a Markovian approach. A 3x3 transition matrix may need to be computed. On the basis of this matrix prediction of the next complexity, given the current complexity, can be done.
Please let me know if these references/sites are helpful to you:
1. Machine Learning & Predictive Analytics for IT
Serviceshttps://www.zhaw.ch/storage/.../Slides-SDS2014-Wiesmann-MLPAforITservices.pdfCached
Various projects in IBM Research – Zurich applying statistical analysis and ... Objective: Through analytics of combined incident ticket and server ... Goal: leverage the insight on factors that impact IT Service delivery to predict service cost, ... Queue. Request assigned to agent. Delivery Team (RHY). Delivery Team (BLU).
2. A Review on Flight Delay Prediction
https://arxiv.org/pdf/1703.06118
by A Sternberg - 2017 - Related articles
Mar 15, 2017 - In Section 3, a taxonomic analysis of the prediction ... lems, weather conditions, ground delays, air traffic control, runway queues and capacity constraints ..... Statistical analysis usually encompasses the usage of regression models, correlation .... They may increase ticket costs to customers and operational.
Dennis
Dennis Mazur
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