System for predicting and preventing escalations

A computer readable storage medium including data that, when accessed by a machine, cause the machine to perform operations comprising:

• generating a predictive model from analysis of historical defect data and corresponding historical escalation data, including modeling a plurality of predictive models through a data-mining algorithm by examining patterns of the historical defect data and the historical escalation data, and validating each predictive model of the plurality of predictive models by comparing a predicted escalation risk determined by a predictive model with the historical escalation data associated with the defect;
• and
• applying the predictive model with the best validation accuracy to current defect data to predict an escalation risk of the current defect data.

An apparatus, comprising an escalation prediction system to predict escalations and further including:

• a modeling and validation system to generate a predictive model from analysis of historical defect data and corresponding historical escalation data, including modeling a plurality of predictive models through a data-mining algorithm by examining patterns of the historical defect data and the historical escalation data, and validating each predictive model of the plurality of predictive models by comparing a predicted escalation risk determined by a predictive model with the historical escalation data associated with the defect;
• and
• a defect risk scoring system to apply the predictive model with the best validation accuracy to current defect data to predict an escalation risk of the defect.