---
title: Create and manage a Case Classification (CC) model
slug: l57f1282
canonical_url: https://docs.coveo.com/en/l57f1282/
collection: leverage-machine-learning
source_format: adoc
---
# Create and manage a Case Classification (CC) model

[Coveo Machine Learning (Coveo ML)](https://docs.coveo.com/en/188/) [Case Classification (CC)](https://docs.coveo.com/en/m4596348/) models complement the [**Case Classification** functionality](https://docs.coveo.com/en/3328#configuring-the-case-classification-functionality) of the [Coveo Administration Console](https://docs.coveo.com/en/183/) [**Case Assist**](https://platform.cloud.coveo.com/admin/#/orgid/service/case-assist/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/service/case-assist/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/service/case-assist/)) page.

When you choose to [generate case classification suggestions based on context recognition](https://docs.coveo.com/en/3328#generate-classification-suggestions-based-on-context-recognition), you must [configure a Coveo ML CC model](https://docs.coveo.com/en/l57f1282#create-a-cc-model) to render classification suggestions in cases.
Coveo ML CC models learn from support cases that have been correctly classified to provide classification suggestions on cases that haven't yet been classified.

**Example**

On your support website, users can contact your support team by filling a support case.
Under the hood, your **Contact Support** form contains a **Case Classification** [model](https://docs.coveo.com/en/1012/) that's been configured to provide suggestions for the `producttype` and `issuetype` [fields](https://docs.coveo.com/en/200/).

A user accesses your support website to fill a support case and enters the following information:

* **Case Subject**: Speedbit watch connection problem
* **Case Description**: My Speedbit watch doesn't connect with my smartphone.

Since the model has previously learned from the terms and classifications used by other users when filling their support cases, the model suggests the following classifications to the current user:

* For the `producttype` field: **Speedbit**, **Watch**
* For the `issuetype` field: **Connection**, **Bluetooth**

## Prerequisites

Only members with the [required privileges](#required-privileges) can create and manage Coveo ML CC models.

Before creating a Coveo ML CC model, ensure that the support cases you want to use to train the model meet the following data requirements:

* [Closed support cases](https://docs.coveo.com/en/l57f1282#closed-support-cases).

* [Enough data in the training fields](https://docs.coveo.com/en/l57f1282#enough-data-in-the-training-fields).

* [Enough classified support cases](https://docs.coveo.com/en/l57f1282#enough-classified-support-cases).

* [English support cases](https://docs.coveo.com/en/l57f1282#english-support-cases).

### Closed support cases

To help the model train from quality data, we recommend that you use `closed` support cases when selecting the cases that must be used by the model. This allows the model to learn only from support cases that have already been resolved.

The [**Learn from**](https://docs.coveo.com/en/l57f1282#create-a-cc-model) section of the model configuration allows you to segment the support cases on which the model bases its training.

### Enough data in the training fields

The text [fields](https://docs.coveo.com/en/200/) of the support cases from which you want the model to base its training must contain at least 10 characters to be considered by the model.

**Example**

When [configuring your Coveo ML CC model](https://docs.coveo.com/en/l57f1282#create-a-cc-model), in the in the [**Learn from**](#learn-from) section, you chose to train your model based on the `subject` and `description` fields.

Therefore, the model only takes into account the cases that contain a minimum of 10 characters in both the `subject` and `description` fields for its learning process.

### Enough classified support cases

Each field value that is to be predicted by the model must be part of at least 500 [indexed](https://docs.coveo.com/en/204/) support cases.

**Example**

When [configuring your Coveo ML CC model](https://docs.coveo.com/en/l57f1282#create-a-cc-model), in the [**Fields to provide suggestions**](#fields-to-predict) section, you chose to provide suggestions for the `caseType` field.

In the support cases from which you chose to train the model, the `caseType` field has three possible values: `issue`, `request`, and `incident`.

Among the available support cases:

* 1007 are classified as `issue`

* 1885 are classified as `request`

* 283 are classified as `incident`

Since there are only 283 cases that are classified as `incident`, the model only provides `issue` and `request` as classification values for the `caseType` field.

### English support cases

The value of the index field that identifies the language of the support cases must be `English` for the support cases to be considered by the model.

## Create a CC model

> **Note**
>
> You can only edit the model name once the model is created.
> To change the model settings, create a new model with the required changes.

. On the [**Models**](https://platform.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/)) page of the [Coveo Administration Console](https://docs.coveo.com/en/183/), click **Add model**, and then click the **Case Classification** card.

. Click **Next**.

. [[learn-from]] In the **Learn from** section, select the content that the model will use.
You can select the sources and apply additional filters using the **Standard** configuration, or use **Advanced** mode to define a custom filter expression.

> **Important**
>
> You'll lose the current mode settings when you switch between **Standard** and **Advanced** mode.

> **Tip**
>
> The **Data volume preview** section shows the impact of your settings on the data that's available to the model.

** In the **Standard** tab:

.. In the **Sources** dropdown menu, select the [sources](https://docs.coveo.com/en/246/) that contain the [items](https://docs.coveo.com/en/210/) you want the model to use.

--
> **Note**
>
> If your Coveo organization includes [multiple indexes](https://docs.coveo.com/en/2877/), the model can learn only from sources that are linked to the default index.
--

.. (Optional) In the **Dataset filters** section, you can add filters to refine the cases that the model uses.

> **Note**
>
> For better results, Coveo recommends that you train the model on closed cases.
> This way, the model learns only from cases that have been resolved and will be able to provide more accurate suggestions.

... Click **Add filter**.

... In the **Field name** input, enter the name of the [field](https://docs.coveo.com/en/200/) that you want to use to segment the dataset.

... In the **Select an operator** dropdown menu, select the desired operator.

... In the **Value** input, enter the value of the field on which you want to segment the dataset.

... Click **Apply**.

.. In the **Language and date** section, review the default settings and adjust them if needed to match your support cases and requirements:

... The **Language field** refers to the field your cases use to identify the language.
The default is set to `language`.

> **Important**
>
> The model learns only from cases that have `English` as the value of the field that identifies the language.

... The **Creation date field** refers to the field your cases use to identify the creation date of support cases.
The default is set to `date`.

... The **Date range** refers to the period of time, based on the creation date, for which the model learns from support cases.
By default, the model learns from the support cases created in the last 6 months.

** In the **Advanced** tab:

.. Enter a custom filter expression using [Coveo query syntax](https://docs.coveo.com/en/1552/).

> **Note**
>
> For better results, Coveo recommends that you train the model on closed cases.
> This way, the model learns only from cases that have been resolved and will be able to provide more accurate suggestions.

.. Click **Apply**.

. Click **Next**.

. [[unique-identifier]] In the **Case ID field** dropdown menu, select the field that uniquely identifies each support case.

. [[training-fields]] In the **Training data** dropdown menu, select the fields that the model will use to train.
Click **Add field** to add more fields.
For example, `subject` and `description` are common fields used to train a CC model.

> **Notes**
>
> * The selected case field must contain between 10 and 3000 characters in order for the model to use the case for training.
> For example, if you choose to train on `subject` and `description`, the model considers only the cases that contain a minimum of 10 characters in both the `subject` and `description` fields.
> 
> * While we recommend using the `subject` and `description` fields, you can use any other field that contains information that tends to solve cases, such as `resolution`, `summary`, and `problemDescription`.

. Click **Next**.

. [[fields-to-predict]] In the **Fields to provide suggestions** dropdown menu, select the fields that the model will provide value suggestions for during case creation.
For example, `producttype` and `issuetype`.
Click **Add field** to add more fields.

> **Notes**
>
> * The selected fields must have the [**Facet** option](https://docs.coveo.com/en/1833#facet-and-multi-value-facet) enabled.
> 
> * We don't recommend selecting fields for which generic values are available.
> For example, an `other` or `default` field.
> 
> * A field can be assigned a maximum of 300 values.

. Click **Next**.

. In the **Name your model** input, enter a meaningful display name for the model.

. (Optional) Use the **Project** selector to associate your model with one or more [projects](https://docs.coveo.com/en/n7ef0517/).

. Click **Start building**.

> **Note**
>
> Some of the support cases that have been targeted while configuring the model may later get filtered out because they can't be used for training purposes.
> See [CC model case filtering](#cc-model-case-filtering) for details.

. Associate the model with a [Case Assist configuration](https://docs.coveo.com/en/3328#generate-classification-suggestions-based-on-context-recognition) that's set to generate suggestions based on context recognition.

## CC model case filtering

Some of the support cases that you scoped while configuring the model may get filtered out because they can't be used for training purposes.

The model performs the following filtering process to ignore support cases for which:

* Duplicate [case unique identifiers](https://docs.coveo.com/en/l57f1282#unique-identifier) have been found. When the model finds cases with duplicate unique identifiers, it uses only one of them.

* The selected [fields for which to provide suggestions](https://docs.coveo.com/en/l57f1282#fields-to-predict):

** Aren't of the `string` data type.

** Have only one or no possible values.

** Contain empty values.

* The selected [fields for training](https://docs.coveo.com/en/l57f1282#training-fields):

** Contain empty values.

** Aren't of the `string` or `list of strings` data types.

** Contain less than 10 or more than 3,000 characters.

> **Note**
>
> You can replicate how the model would filter some of the targeted support cases by using the [**Content Browser**](https://platform.cloud.coveo.com/admin/#/orgid/content/browser/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/content/browser/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/content/browser/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/content/browser/)) feature of the Coveo Administration Console.
> 
> For example, you plan on creating a CC model with the following configuration:
> 
> * Support cases from the `My Support Cases Source`.
> 
> * Uses support cases that have the `closed` status.
> 
> * Uses support cases that have been created in `October`, `November`, and `December` of `2023`.
> 
> * Learns from support cases in `English`.
> 
> * Learns from support cases the have the `casenumber` field as the [unique identifier](https://docs.coveo.com/en/l57f1282#unique-identifier).
> 
> * Uses the `description` and `subject` as [fields for training](https://docs.coveo.com/en/l57f1282#training-fields).
> 
> * Uses the `producttype` and `issuetype` as [the fields to provide suggestions](https://docs.coveo.com/en/l57f1282#fields-to-predict).
> 
> To see the indexed support cases that will be used by the model, you can enter the following query in the Content Browser:
> 
> [.highlight]
> ```text
(@status=="closed" @language=="English" @casenumber @sfcasenumber @subject @description @producttype @issuetype) ((@source=="My Support Cases Source") (@year==2023) (@month==(12,11,10)))
```

## Manage a CC model

You can [edit](#edit-a-cc-model), [delete](#delete-a-cc-model), or [review information](#review-model-information) for your [model](https://docs.coveo.com/en/1012/).

### Edit a CC model

> **Note**
>
> You can only edit the model name once the model is created.
> To change the model settings, create a new model with the required changes.

. On the [**Models**](https://platform.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/)) page, click the model you want to edit, and then click **Edit** in the Action bar.

. On the subpage that opens, select the **Configuration** tab.

. Under **Name**, edit the model's display name.

. (Optional) Use the **Project** selector to associate your model with one or more [projects](https://docs.coveo.com/en/n7ef0517/).

. Click **Save**.

### Delete a CC model

. On the [**Models**](https://platform.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/)) page, click the ML model that you want to delete, and then click **More** > **Delete** in the Action bar.

. In the panel that appears, click **Delete**.

### Review model information

On the [**Models**](https://platform.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/)) page, click the desired model, and then click **View** in the Action bar.
For more information, see [Reviewing model information](https://docs.coveo.com/en/1894/).

## "Status" column

On the [**Models**](https://platform.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/)) page of the [Administration Console](https://docs.coveo.com/en/183/), the **Status** column indicates the current state of your Coveo ML models.

The following table lists the possible model statuses and their definitions:

[%header,cols="1,6,^.^1"]
|===
.^|Status
.^|Definition
|Status icon

|Active
|The model is active and available.
a|![Active](leverage-machine-learning/model-active.png)

|Build in progress
|The model is currently building.
a|![Building](leverage-machine-learning/model-build.png)

|Inactive
|The model isn't ready to be queried, such as when a model was recently created or the organization is offline.  
Click **See more details** for additional information (see [Review model information](https://docs.coveo.com/en/1894/)).
a|![Inactive](leverage-machine-learning/model-limited.png)

|Limited
|Build issues exist that may affect model performance.  
Click **See more details** for additional information (see [Review model information](https://docs.coveo.com/en/1894/)).
a|![Limited](leverage-machine-learning/model-limited.png)

|Soon to be archived
|The model will soon be archived because it hasn't been queried for an extended period of time.  
Click **Delete** to remove the model.  
[Learn more about archived models](https://docs.coveo.com/en/mb3e0324/).
a|![Archive pending](leverage-machine-learning/model-limited.png)

|Error
|An error prevented the model from being built successfully.  
If it's a temporary system error, check back soon.
Otherwise, click **See more details** for additional information (see [Review model information](https://docs.coveo.com/en/1894/)).
a|![Error](leverage-machine-learning/model-error.png)

|Archived
|The model was archived because it hasn't been queried for an extended period of time.  
Click **Delete** to remove the model.  
[Learn more about archived models](https://docs.coveo.com/en/mb3e0324/).
a|![Archived](leverage-machine-learning/model-archived.png)
|===

## Required privileges

By default, members with the [required privileges](https://docs.coveo.com/en/1832#required-privileges) can view and edit elements of the [**Models**](https://platform.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) ([platform-ca](https://platform-ca.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) | [platform-eu](https://platform-eu.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/) | [platform-au](https://platform-au.cloud.coveo.com/admin/#/orgid/ai-and-ml/models/)) page.

The following table indicates the privileges required for members to manage Coveo CC models (see [Manage privileges](https://docs.coveo.com/en/3151/) and [Privilege reference](https://docs.coveo.com/en/1707/)).

[cols="3",options="header"]
|===
|Action
|Service - Domain
|Required access level

|View models
|Machine Learning - Models  
Organization - Organization  
Search - Query pipelines
|View

.5+|Manage models
|Organization - Organization  
Search - Query pipelines
|View

|Machine Learning - Models
|Edit

|Machine Learning - Allow content preview
|Enable

|Content - Sources
|View All

|Content - Fields
|View
|===