@inproceedings{CIKM-2010-WangAR,
	author        = "Chunye Wang and Ram Akella and Srikant Ramachandran",
	booktitle     = "{Proceedings of the 19th ACM International Conference on Information and Knowledge Management}",
	doi           = "10.1145/1871437.1871590",
	isbn          = "978-1-4503-0099-5",
	pages         = "1209--1218",
	publisher     = "{ACM}",
	title         = "{Hierarchical service analytics for improving productivity in an enterprise service center}",
	year          = 2010,
}