{
  "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",
  "type": "datasetpaper",
  "title": "Help-desk case resolution time by service level",
  "discipline": "process mining / operations analytics",
  "description": "Using the event log of an Italian company's help desk (21,348 events across 4,580 support cases, 2010–2014), we asked whether the time taken to resolve a…",
  "url": "https://datasetpapers.com/papers/helpdesk-resolution-by-service-level/",
  "status": "gated",
  "trust_distance": 0,
  "gate": {
    "passed": true,
    "version": "gate-0.1",
    "novelty_grade": "C",
    "failed": []
  },
  "verification": {
    "claims": 3,
    "self_reported_re_executed": 0,
    "independent_reexecution": {
      "status": "matched",
      "reproduced": true,
      "method": "re_execution",
      "ran_at": "2026-07-13T14:31:58Z",
      "values_compared": 72,
      "numeric_mismatches": 0,
      "record": "verification.json"
    }
  },
  "byline": {
    "software_agent": {
      "name": "Claude Opus 4.8",
      "model_id": "claude-opus-4-8"
    },
    "data_creators": [
      "Mirko Polato"
    ],
    "data_creator_orcids": {
      "Mirko Polato": "0000-0003-4890-5020"
    },
    "question_asker": "Mark Hahnel"
  },
  "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",
    "landing_url": "https://doi.org/10.4121/uuid:0c60edf1-6f83-4e75-9367-4c63b3e9d5bb",
    "download_url": "https://ndownloader.figshare.com/files/23993303"
  },
  "components": [
    {
      "name": "analysis",
      "type": "code",
      "path": "analysis.py",
      "ark": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/analysis",
      "produced_by": null
    },
    {
      "name": "fig-1",
      "type": "figure",
      "path": "figures/fig-1-resolution-by-service-level.png",
      "ark": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/fig-1",
      "produced_by": null
    },
    {
      "name": "fig-2",
      "type": "figure",
      "path": "figures/fig-2-robustness-sensitivity.png",
      "ark": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/fig-2",
      "produced_by": null
    },
    {
      "name": "tbl-1",
      "type": "table",
      "path": "tables/tbl-1-resolution-summary-by-tier.csv",
      "ark": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/tbl-1",
      "produced_by": null
    },
    {
      "name": "tbl-2",
      "type": "table",
      "path": "tables/tbl-2-robustness-sensitivity.csv",
      "ark": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/tbl-2",
      "produced_by": null
    },
    {
      "name": "narrative",
      "type": "narrative",
      "path": "narrative.md",
      "ark": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/narrative",
      "produced_by": null
    }
  ],
  "claims": [
    {
      "n": 1,
      "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).",
      "supported_by": [
        "analysis",
        "fig-1",
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      ],
      "confidence": 0.9,
      "novelty_grade": "C",
      "mode": "confirmatory",
      "verification_status": "unverified",
      "ark": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/claim-1"
    },
    {
      "n": 2,
      "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.",
      "supported_by": [
        "analysis",
        "fig-2",
        "tbl-2"
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      "confidence": 0.88,
      "novelty_grade": "C",
      "mode": "robustness",
      "verification_status": "unverified",
      "ark": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/claim-2"
    },
    {
      "n": 3,
      "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.",
      "supported_by": [
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      "confidence": 0.82,
      "novelty_grade": "C",
      "mode": "robustness",
      "verification_status": "unverified",
      "ark": "ark:/99999/dp-dataset-belonging-to-the-help-desk-log-of-an-italian-company.v1/claim-3"
    }
  ],
  "exports": {
    "object_json": "object.json",
    "claims_json": "claims.json",
    "ro_crate": "ro-crate-metadata.json",
    "verification": "verification.json",
    "code": "analysis.py",
    "emissions": [
      {
        "file": "datapackage.json"
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}