{
  "id": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1",
  "concept": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company",
  "url": "https://datasetpapers.com/papers/helpdesk-resolution-by-service-level/",
  "title": "Help-desk case resolution time by service level",
  "source_dataset": {
    "title": "Dataset belonging to the help desk log of an Italian Company",
    "doi": "10.4121/uuid:0c60edf1-6f83-4e75-9367-4c63b3e9d5bb",
    "license": "4TU General Terms of Use"
  },
  "verification": {
    "method": "re_execution",
    "status": "matched",
    "reproduced": true,
    "ran_at": "2026-07-13T14:31:58Z",
    "record": "verification.json"
  },
  "gate": {
    "passed": true,
    "version": "gate-0.1",
    "novelty_grade": "C",
    "failed": []
  },
  "claims": [
    {
      "id": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/claim-1",
      "n": 1,
      "triple": {
        "subject": "help-desk case resolution time",
        "predicate": "does not meaningfully differ across",
        "object": "service-level tiers (Value 1/2/3)"
      },
      "assertion_text": "Across the three well-populated service-level tiers, case resolution time (hours from first event to first 'Resolve ticket') differs to a statistically detectable but practically negligible degree: Kruskal-Wallis H=7.05, df=2, p=0.029, epsilon-squared=0.0011, N=4566; no pairwise Mann-Whitney comparison survives Holm correction (all corrected p >= 0.14).",
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      "relations": [
        {
          "predicate": "supportedByEvidence",
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        {
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        },
        {
          "predicate": "wasDerivedFrom",
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        },
        {
          "predicate": "isPartOf",
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    },
    {
      "id": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/claim-2",
      "n": 2,
      "triple": {
        "subject": "the negligible resolution-time difference",
        "predicate": "is robust to",
        "object": "case-attribute definition and ambiguity handling"
      },
      "assertion_text": "The negligible resolution-time difference is stable under sensitivity analyses: dropping the 43 within-case ambiguous cases (H=7.09, p=0.029, epsilon-squared=0.0011, n=4525) and using first-observed rather than modal service level (H=9.28, p=0.010, epsilon-squared=0.0016, n=4543) both leave the effect negligible.",
      "novelty_grade": "C",
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      "confidence": 0.88,
      "self_reported_status": "unverified",
      "independent_reexecution": "matched",
      "entities": [],
      "relations": [
        {
          "predicate": "supportedByEvidence",
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        },
        {
          "predicate": "supportedByEvidence",
          "target": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/fig-2"
        },
        {
          "predicate": "supportedByEvidence",
          "target": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/tbl-2"
        },
        {
          "predicate": "wasDerivedFrom",
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    {
      "id": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/claim-3",
      "n": 3,
      "triple": {
        "subject": "the service-level tier signal",
        "predicate": "is concentrated in",
        "object": "administrative closure timing rather than resolution speed"
      },
      "assertion_text": "When the outcome is instead the full time to case closure, the tier difference is far more significant but still small in magnitude (H=59.86, df=2, p=1.00e-13, epsilon-squared=0.0126, N=4577), indicating the signal lies in administrative closure timing rather than in resolution speed.",
      "novelty_grade": "C",
      "mode": "robustness",
      "confidence": 0.82,
      "self_reported_status": "unverified",
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