title: Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° Ð±Ð¸Ð±Ð»Ð¸Ð¾ÑÐµÐºÐ¸ Ð´Ð»Ñ Ð°Ð½Ð°Ð»Ð¸Ð·Ð° ÑÐ¾ÑÐ¸Ð°Ð»ÑÐ½Ð¾Ð³Ð¾ Ð³ÑÐ°ÑÐ° Ð¶ÑÑÐ½Ð°Ð»Ð° Ð¾Ð±ÑÐ°Ð±Ð¾ÑÐºÐ¸ Ð·Ð°ÑÐ²ÐºÐ¸, Ð¸Ð·Ð²Ð»ÐµÑÐµÐ½Ð½Ð¾Ð³Ð¾ Ð¸Ð· ÑÐ¸ÑÑÐµÐ¼Ñ Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð²
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¼Ð°Ð³Ð¸ÑÑÑÐ°
titleType: Subtitle
title: Development of the package for analysis of the client ticket history social graph extracted from customer support system
Creators: name: Ð¡Ð¾Ð±Ð¾Ð»ÐµÐ²Ð°, ÐÐ»ÐµÐºÑÐ°Ð½Ð´ÑÐ°
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2020
Subjects: Ð°Ð½Ð°Ð»Ð¸Ð· ÑÐ¾ÑÐ¸Ð°Ð»ÑÐ½ÑÑ ÑÐµÑÐµÐ¹
Ð¸Ð½ÑÐµÐ»Ð»ÐµÐºÑÑÐ°Ð»ÑÐ½ÑÐ¹ Ð°Ð½Ð°Ð»Ð¸Ð· Ð±Ð¸Ð·Ð½ÐµÑ-Ð¿ÑÐ¾ÑÐµÑÑÐ¾Ð²
ÑÐ¸ÑÑÐµÐ¼Ð° Ð¿Ð¾Ð´Ð´ÐµÑÐ¶ÐºÐ¸ ÐºÐ»Ð¸ÐµÐ½ÑÐ¾Ð²
ÑÐ¾ÑÐ¸Ð°Ð»ÑÐ½ÑÐ¹ Ð³ÑÐ°Ñ
social network analysis
process mining
custom support system
social graph

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description: Process mining allows extracting information about the companyâs business processes from the event logs of its information systems, including the social resource graph. Such a social graph represents the communication of subjects (human resources) of various business process stages. The paper is focused on extracting a social resource graph from the ticket history of the customer support system, which stores the same actions of resources that have different business process functions. The paper presents a methodology and a package for extracting a social resource graph from the ticket history and analyzing the nature and quality of the communication between resources during the ticket solution. The methodology and the package implements the functions of filtering the ticket history, extracting a social resource graph, social resource graph leader identification, and social communities detection in the extracted graph based on the structural similarity of the nodes using a new distance metric between the nodes of social resource graph. Three usage scenarios for the developed methodology and package are demonstrated on the example of the ticket history of a large retailer. The developed tool helps managers of the company to decide on opening a new vacancy, employee dismissal, evaluation of the success of an employee probationary period, evaluation of the feasibility of using customer support system additional features and estimation of the required number of team employees based on experience in the system.