Purpose of Intelligent Triage Report in Zendesk
What is the purpose of the Intelligent Triage report in Zendesk?
The Intelligent Triage report helps you analyze manual updates to the Intent ticket field. This report is useful for identifying trends where the intelligent triage feature may not be accurately predicting ticket intents. By understanding these trends, you can gain insights into areas where the AI might need improvement or where manual intervention is frequently required.
It's important to note that when agents update the Intent field, it does not affect the machine learning model used for intelligent triage. This means that while agents can correct intents, they cannot train or improve the model directly through these updates. For more details, you can refer to theoriginal article.
More related questions
What do I need to create an Intelligent Triage report in Zendesk?
To create an Intelligent Triage report, you need the Advanced AI add-on and Zendesk Explore Professional or Enterprise. Additionally, you must have Editor or Admin permissions and ensure that intelligent triage is enabled in your Zendesk Support….
How do I create a report on manual updates to the Intent field in Zendesk?
Creating a report on manual updates to the Intent field involves several steps in Zendesk Explore. First, click the query icon in Explore and select 'New query' from the Queries library. Choose the dataset 'Support > Updates history > Support:…
Can agents train the Intelligent Triage model by updating the Intent field?
No, agents cannot train the Intelligent Triage model by updating the Intent field. When an agent makes a manual update to the Intent field, it does not influence the machine learning model responsible for intelligent triage. This means that while…
What skill level and time commitment are required to create the Zendesk report?
Creating the Zendesk report on Intelligent Triage changes is suitable for beginners and requires about 10 minutes to complete. The process is straightforward, making it accessible even for those new to using Zendesk Explore. With the necessary…
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