Primary Classification:
  J. Computer Applications
  J.1 ADMINISTRATIVE DATA PROCESSING
      Subjects: Education

Additional Classification:
  H. Information Systems
  H.5 INFORMATION INTERFACES AND PRESENTATION (I.7)
      H.5.2 User Interfaces (D.2.2, H.1.2, I.3.6)
          Subjects: Training, help, and documentation

  K. Computing Milieux
  K.3 COMPUTERS AND EDUCATION
  K.6 MANAGEMENT OF COMPUTING AND INFORMATION SYSTEMS
      K.6.3 Software Management
          Subjects: Software development

General Terms:
Design, Human Factors, Management, Performance

Keywords:
call center, call tracking, help desk