ABSTRACT
Personal computers (PCs) are an indispensable tool for most office workers and are an integral part of critical business activities by providing applications for word processing, financial analysis, data base management, e-mail, and Web browsing. Annually, business enterprises spend thousands of dollars in support for each PC used by employees. A typical help desk operation consists of one or more technical support agents who respond to telephone calls from PC users requesting help. For each request, a technical support agent creates a “trouble ticket,” which is an entry in a “trouble log” that describes who requested help, the nature of the problem, and the location and configuration of the user’s PC. Many call centers use intranet Web servers to store helpful information that users can access directly.
