AI Prediction Model
Configure escalation prediction behavior
AI will analyze tickets and predict potential escalations
Minimum confidence level required to show predictions (currently 75%)
50% (More alerts)
95% (Fewer alerts)
Time window for escalation predictions
Adjust prediction behavior based on your risk tolerance
Auto-Routing Configuration
Configure how AI matches tickets to experts
Routing Criteria Weights (must equal 100%)
Routing Simulation Preview
Sample Ticket: "Database connection timeout error"
Custom Routing Rules
Define specific routing conditions
| Rule Name | Conditions | Action | Status | Actions | |
|---|---|---|---|---|---|
| VPN Issues → Network Team | If subject contains "VPN" | Route to Network Team |
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| Database Errors → Marcus Kim | If category = "Database" | Route to Marcus Kim |
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| After Hours Critical → On-Call | If priority = P1 AND time = after hours | Route to On-Call Engineer |
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| Password Resets → Identity Team | If subject contains "password" | Route to Identity Team |
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Model Training & Data
Manage AI model training and datasets
Training Dataset
45,782
tickets
Last Trained
3h ago
automatic
Next Training
21h
scheduled
Training Data Quality Score
92%
Training Options
Danger Zone
Reset AI Model to Defaults
This will reset all AI configuration to factory defaults
Clear Learning History
Remove all historical learning data and start fresh
Export All Settings
Download a JSON file containing all system configurations