Explore recipe: Intelligent triage predictions and confidence

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<p>In this Explore recipe, you'll learn how to create a report that shows the intent, language, and sentiment predictions made by the <a href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_self">intelligent triage</a> feature, along with the confidence levels for those predictions. This information helps you see whether the system is appropriately categorizing submitted tickets.</p>
<p><img class="img-screenshot" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ml_intelligent_triage_recipe_predictions_confidence.png" width="850"></p>
<p>This article contains the following topics:</p>
<ul>
<li><a href="#h_01G16TQHCYWXJ2694WPZ4T0GKJ" target="_self">What you’ll need</a></li>
<li><a href="#h_01G16TQQ2H53CX1HHKCAX2A9ND" target="_self">Creating the report</a></li>
<li><a href="#h_01GNWSPEKSVQATW95TMP58DYHH" target="_self">Creating an optional filter</a></li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> When creating reports in Explore, intelligent triage prediction values are available only in English. However, intelligent triage is capable of evaluating content in the languages listed <a href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01GYJ1PBVKD26QN3E8JNS3X3TX">here</a>.</div>
<h2 id="h_01G16TQHCYWXJ2694WPZ4T0GKJ">What you’ll need</h2>
<p><strong>Skill level:</strong> Beginner</p>
<p><strong>Time required:</strong> 5 minutes</p>
<ul>
<li>Zendesk Explore Professional or Enterprise</li>
<li>Editor or Admin permissions (see <a href="https://support.zendesk.com/hc/en-us/articles/4408836002970" target="_self">Giving users access to Explore</a>)</li>
<li>Intelligent triage enabled (See <a href="https://support.zendesk.com/hc/en-us/articles/4550640560538-Automatically-triaging-tickets-based-on-intent-and-language#topic_gpp_p4g_htb" target="_self">Enabling intelligent triage</a>)</li>
<li>Ticket data in Zendesk Support</li>
</ul>
<h2 id="h_01G16TQQ2H53CX1HHKCAX2A9ND">Creating the report</h2>
<ol>
<li>In Explore, click the reports (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png">) icon.</li>
<li>In the Reports library, click <strong>New report</strong>.</li>
<li>On the <strong>Select a dataset</strong> page, click <strong>Support</strong> &gt; <strong>Select - Tickets</strong>, then click <strong>Start report</strong>. The report builder opens.</li>
<li>In the <strong>Metrics</strong> panel, click <strong>Add</strong>.</li>
<li>From the list, select <strong>Tickets</strong> and click <strong>Apply</strong>.</li>
<li>In the <strong>Rows</strong> panel, click <strong>Add</strong>.</li>
<li>From the list, select the following attributes and click <strong>Apply</strong>:<br>
<ul>
<li><strong>Ticket ID</strong></li>
<li><strong>Ticket created - Timestamp</strong></li>
<li><strong>Intent</strong></li>
<li><strong>Intent confidence</strong></li>
<li><strong>Language</strong></li>
<li><strong>Language confidence</strong></li>
<li><strong>Sentiment</strong></li>
<li><strong>Sentiment confidence</strong></li>
</ul>
</li>
<li>Click the <strong>Intent</strong> attribute on the left, go to the <strong>Excluded</strong> tab, select <strong>NULL</strong>, and click <strong>Apply</strong>. This filters your report to show only tickets where the <strong>Intent</strong> field was populated by the intelligent triage feature.
<div class="note tip">
<span class="tiptitle">Tip:</span> As an alternative to this step, you can create a standard calculated attribute that acts as a filter to identify tickets that have been enriched by intelligent triage. The benefit to the calculated attribute is that you can quickly reuse it in other reports, and it can find tickets where an intent, language, <em>or</em> sentiment prediction has been made. For instructions, see <a href="#h_01GNWSPEKSVQATW95TMP58DYHH" target="_self">Creating an optional filter</a>.</div>
</li>
<li>Click the <strong>Ticket created - Timestamp</strong> attribute on the left and click <strong>Edit date ranges</strong> &gt; <strong>This week</strong> &gt; <strong>Apply</strong>. This filters your report to show only tickets that where created this week.</li>
</ol>
<h2 id="h_01GNWSPEKSVQATW95TMP58DYHH">Creating an optional filter</h2>
<p>You can create a standard calculated attribute to identify tickets where intelligent triage has predicted an intent, language, or sentiment. Then, you can use this attribute as a filter in any report (in the same dataset) where you want to see only tickets that have been enriched by intelligent triage predictions.</p>
<p><strong>To create the optional filter</strong></p>
<ol>
<li>Open the report you created above (or any report about intelligent triage).</li>
<li>In the <strong>Calculations</strong> (<img src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_calculations.png">) menu, click <strong>Standard calculated attribute</strong>.</li>
<li>In the <strong>Name</strong> field, enter <strong>Tickets enriched by intelligent triage</strong>.</li>
<li>In the <strong>Formula</strong> field, enter the following:
<pre>IF ([Intent] != NULL OR [Language] != NULL OR [Sentiment] != NULL) THEN "True" ELSE "False" ENDIF</pre>
</li>
<li>Click <strong>Save</strong>.</li>
<li>In the <strong>Filters</strong> pane, click <strong>Add</strong> and select the attribute you just created.</li>
<li>Click the attribute you just added, and select <strong>True</strong> to see only tickets that have been enriched by intelligent triage predictions.</li>
</ol>
<p>
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