Create and Manage a Case Classification Model

When you choose to generate case classification suggestions based on context recognition, you must configure a Coveo ML 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.

Prerequisites

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

Sufficient Data in the Training Fields

The text fields 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, you chose to train your model based on the subject and description fields.

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

Sufficient Classified Support Cases

Each field value that is to be predicted by the model must be part of at least 500 indexed support cases.

EXAMPLE

When configuring your Coveo ML CC model, in the Fields to predict section, you chose to provide predictions for the caseType field.

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

Among the available support cases:

  • 1007 have been classified as issue

  • 1885 have been classified as request

  • 283 have been classified as incident

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

Create a CC Model

  1. On the Models page, in the upper-right corner, click Add model to open the Add a Machine Learning Model panel.

  2. Under Name, enter a meaningful display name for the model.

  3. Under Model type, select Case Classification, and then click Next.

  4. In the Learn from section, select the sources that contain the support cases from which the model should base its training.

  5. In the Date range section, choose the period of time for which the model should learn support cases from.

  6. (Optional) In the Advanced filtering options section, you can specify a condition to segment the cases that the model should learn from.

  7. Click Next.

  8. In the Identify Case ID field for training section, enter the index field that correspond to the case’s unique identifier (e.g., permanentid).

  9. In the Fields for training section, enter the case’s fields that the model should use for its learning process (typically subject and description).

    • For the model to learn from the fields chosen in this step, the scoped fields must contain at least 10 characters.

    • 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.

  10. Click Next.

  11. In the Fields to predict section, enter the fields that the model should provide predictions for (e.g., producttype and issuetype).

  12. Click Next.

  13. In the Summary section, review your Coveo ML CC model configuration.

Once the model has been created, you cannot modify its configuration. If necessary, however, you can modify its name.

Delete a CC Model

  1. On the Models page, click the ML model that you want to delete.

  2. In the Action bar, click More, and then click Delete.

  3. In the Delete a Model panel that appears, click Delete model.

Review Active Model Information

On the Models page, click the desired model (must be Active), and then in the Action bar, click Open (see Reviewing Coveo Machine Learning Model Information).

Reference

"Status" Column

On the Models page of the Administration Console, the Status column indicates the current state of your Coveo ML models.

When inspecting the Status column, a given model is either in the Active or Inactive state. Additional information can be displayed depending on the model’s current state.

status column

The following table lists the possible model statuses, their definitions, and their status colors as shown in the Administration Console:

Status Definition Status Color
Active The model is active and available.
Inactive The model isn’t available.
Update in queue Waiting to process a scheduled update or configuration change.
Updating The model is being rebuilt based on a new configuration.
Waiting The model is in the building queue.
Building The model is currently being processed.
Degraded The model is active, but has some limitations. Additional information is available in the Error section of a model (see Review Coveo Machine Learning Model Information).
Failed The model couldn’t be built with the requested configuration. Additional information is available in the Error section of a model (see Review Coveo Machine Learning Model Information).
Update failed The model couldn’t be updated with the requested configuration.
Unknown An error prevented the model from being built successfully.

"Advanced filtering options" Section

In this section, you can optionally specify a condition to segment the cases that the model should learn from.

  1. In the Advanced filtering options section, click Add-Filter.

  2. In the Add a Condition panel that opens, in the Field name input, enter the name of the field that you want to use to segment cases.

  3. In the Select an operator drop-down menu, select the desired operator.

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

  5. Click Add filter.

EXAMPLE

You indexed the Support Cases source that contains the items on which you want your Coveo ML CC model to base its training.

You want the model to learn only from items whose language is English. Therefore, in the Advanced filtering options section, you configure the following condition:

language is equal to English.

Required Privileges

By default, members of the Administrators built-in group can manage Coveo ML CC models.

The following table indicates the privileges required to manage Coveo CC models (see Manage Privileges and Privilege Reference).

Action Service - Domain Required access level

View models

Machine Learning - Models

Search - Query pipelines

View

Manage models

Machine Learning - Models

Edit

Search - Query pipelines

View

Content - Sources

View all

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