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Search and report on classification models

Last Update: Oct 2024 • Est. Read Time: 2 MIN
To check plan availability, see the pricing page.

You can create search queries and build custom reports to see how your conversation classification models are performing.

August 2023 update: Conversation Classification is no longer available to new customers.

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Conversation classification chart templates

You can create a custom report using pre-configured templates to view information such as, how many conversations where a prediction couldn't be generated, or the number of conversations where a prediction was generated and not corrected by an agent. 

To build the report:

  1. Go to Reporting .
  2. Select New, enter a name for the report, and select New Report.
  3. Select Add Chart and then select Conversation Classification - IQ from the Categories drop-down menu.
  4. Select a chart template from the list and then select Next.
  5. Optionally, add any additional filters or rename the chart and then select Save.
  6. Repeat these steps to add the remaining chart templates.

Prediction Status value

You can use the Prediction Status value to create search queries or build custom reports to view how well your classification models are doing. When applying this value in a filter, you can choose from one of the following criteria to view how classification models are working with your conversations:

  • Skipped shows the conversations that weren't able to be predicted.
  • Automated shows conversations where the predictions were automated.
  • Corrected shows the conversations where the suggestions were corrected.

Prediction Corrected By value

You can also use the Prediction Corrected By value to see conversations where predictions were corrected by a specific user.

These values are also available for you to use when segmenting a custom report so that you can get a better idea of how your data compare against each other. 

For example, you can create a report to view the top agents that are correcting predictions made by your classification models.

Note: These options are only available for customers with the KIQ for Agents plan when searching or reporting on the Conversation object. For more information on available operators, see Understanding filter operators.