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@inproceedings{DBLP:conf/cikm/WangAR10,
  author       = {Chunye Wang and
                  Ram Akella and
                  Srikant Ramachandran},
  title        = {Hierarchical service analytics for improving productivity in an enterprise
                  service center},
  booktitle    = {{CIKM}},
  pages        = {1209--1218},
  publisher    = {{ACM}},
  year         = {2010}
}

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