Overview

The Triage Insights dashboard is available to all customers with access to AI Assistant Insights. You can access this dashboard by clicking the Triage tab in the analytics application on the navigation sidebar. This view provides an overview of the Triage Effectiveness and Breakdown by Predicted Field and Model Type.

Key terms used in this dashboard

Filters and widget types

The Triage Insights Report allows you to filter for a selected time period, department, location, country and language on the ticket.

Select date interval for which you want to review the served content details

By default the dashboard shows approval plugin performance for previous 30 days. This can be changed using the date interval selection. You can select previous months (or) quarters using the selection available in the dropdown.

The dashboard also allows custom date interval selection. You can access that using the “select custom date” button.

🗒️Please note, if you are choosing custom dates, the report data will be projected up to one day before the chosen end date.

Select department/ location/ domain/ country/ language for which you want review the triaged tickets with that filter criteria

Triage insights report provides 5 top level filters which can used to filter the data.

The department/location/country value is ingested from your external system used in user identity, which is paired with each ticket. Please refer here to learn more on user identity ingestion.

Widget types used in this dashboard

1. Trend chart

Line chart or Bar chart that presents the values of one or more metrics over a period of time, with selectable time intervals (day, week, month). For example: trend of active user over a selected time interval.

The day, week, month breakdown is only visible for a selected time interval.

1. Table

A tabular list of one or more dimensions and their metrics. Triage model performance is measured based on the model type.

Deep dive into widgets

Trend of Triage Effectiveness

This widget gives the trend of tickets that were triaged correctly over a period of time.

View Tickets

To view all tickets with predictions, you can click on View Tickets to see the table. The table contains all the tickets with predictions from all configured models. You can click the download icon to get a copy on your computer.

Breakdown of predicted field

This widget has a table that aggregates the performance of each model by predicted field:

• Total tickets triaged: All tickets with a prediction within the specified time, regardless of their closed or resolved status.
• Correct prediction: The final ticket value matches the predicted value.
• Incorrect prediction: The final ticket value differs from the predicted value.

Breakdown of model type

This widget has a table that aggregates the performance of each model by model type, which is configured within Moveworks Setup.

• Total tickets triaged: All tickets with a prediction within the specified time, regardless of their closed or resolved status.
• Correct prediction: The final ticket value matches the predicted value.
• Incorrect prediction: The final ticket value differs from the predicted value.