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You can use the Freddy Reporting app to track and optimize the performance of Auto Triage. To get started, you need to install the custom Freddy Reporting app on your Freshdesk. If you have not installed it already, you can follow this simple guide to get started with the same.
A quick guide to accessing the Reports section on your Freshdesk account
- Login to your Freshdesk account as an Agent
- Click on 'Freddy Reports' in the left navigation bar in your Freshdesk account.
- Click on 'Auto Triage' on the top-left side of the screen.
With Reports, you can measure the following metrics to track the performance of Auto Triage.
Summary metrics
Predicted tickets: Number of tickets for which at least one field value was predicted.
Prediction rate: This is the percentage of eligible tickets for which at least one field value was predicted. Eligible tickets are the tickets that the model is applied to, based on the filtering criteria defined by your Admin.
Accuracy: This is the percentage of predicted tickets, for which the prediction was accurate. A prediction is counted as accurate when the final value of the field matches the prediction made by Freddy.
Predicted categories: Number of category labels for a categorical ticket field that are predicted by the model.
Trends
A day-by-day trend of each of the following metrics can be tracked.
Prediction rate: Daily fluctuations in the prediction rate.
Accuracy: Daily changes in accuracy.
Prediction volume by category: Daily fluctuations in the prediction volume for each category.
Details
Triage metrics by field categories and channels: Metrics (predicted tickets, prediction rate, accuracy, etc) for individual field categories and channels.
Details of latest predicted tickets: List with details of all predicted tickets over the last 5 days.
Details of predictions rectified by agents: List with details of all field predictions that were modified by agents.
