Generating cross-skill training plans for application management service accounts

A system of facilitating creation of cross-skill training plans based on historical ticket data, comprising:

• a hardware processor;
• an input device connected to the hardware processor and operable to receive historical ticket data comprising service request and associated information from one or more ticketing systems;
• the hardware processor operable to identify a first list of ticket categories which an agent has handled previously, based on the historical ticket data,
• the hardware processor further operable to identify a second list of ticket categories which the agent has not handled previously, based on the historical ticket data,
• for a candidate category in the second list of ticket categories, the hardware processor further operable to determine a plurality of metrics comprising at least an importance factor associated with the candidate category and a temporal correlation between the candidate category and the first list of ticket categories,
• the hardware processor further operable to determine resource utilization associated with the agent;
• and
• a user interface operable to execute on the processor and further operable to present information comprising at least the candidate category, the plurality of metrics and the resource utilization.

A computer readable storage medium storing a program of instructions executable by a machine to perform a method of facilitating creation of cross-skill training plans based on historical ticket data, the method comprising:

• receiving historical ticket data comprising service request and associated information from one or more ticketing systems;
• identifying a first list of ticket categories which an agent has handled previously, based on the historical ticket data;
• identifying a second list of ticket categories which the agent has not handled previously, based on the historical ticket data;
• for a candidate category in the second list of ticket categories, determining a plurality of metrics comprising at least an importance factor associated with the candidate category and a temporal correlation between the candidate category and the first list of ticket categories;
• determining resource utilization associated with the agent;
• and
• presenting, via a computer user interface, information comprising at least the candidate category, the plurality of metrics and the resource utilization.