Improving the AHT in Telecommunication Companies by Automatic Modeling of Call Center Service. - Henrique de Castro Neto; Rita Maria da Silva Julia; Elaine Ribeiro de Faria Paiva; André Carlos Ponce de Leon Ferreira de Carvalho; Anisio Pereira Santos Junior; Diansley Raphael Santos Peres; Etienne Silva Julia; Jony Teixeira de Melo; Umberto Maia Barcelos; Josiane Esteves de Assis (EPIA (2), 2019)

Feature-Based Time Series Classification for Service Request Opening Prediction in the Telecom Industry. - Fabíola S. F. Pereira; André C. P. L. F. de Carvalho; Rafael Assis; Maxley Costa; Elaine R. Faria; Rita Maria da Silva Julia; Umberto Barcelos; Jony Melo (EPIA (2), 2019)