For New Incidents -- Assignment Groups are not predicted [ Agent Intelligence ]

[anubhavkapoor76]

Hi All,

I have trained 197k records (all Resolved) in my PDI and trying to predict Assignment Group via standard Solution Definition template for Incident Assignment Group.

I  am able to run the API in REST Explorer however after creating new incident the Assignment Group is not predicted.

Note: I am in Madrid version of my PDI and created a copy of Business Rule on Incident table for prediction on Solution Name.

During REST API execution ave seen that threshold ( 100) is greater than the confidence of that class (99.4),hence assuming thats why prediction is not working.

My prediction % is 100% for all classes and coverage is 0%

how can i modify these values for Solution as a whole and for individual classes??

[Matthew Train]

Hi Anubhav,

You'll want to go in class by class and set the precision and coverage.   When you have it at 100% you won't see any predictions at all.   As you go into each class you will see several options for Precision and Coverage.  They are the inverse of each other.  As one goes up the other goes down.   Click the checkbox next to the setting you would like and select Apply Values at the bottom of the Related List.   Documentation is here and I recorded a quick video of it below.   https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/agent-intelligence/tas...

[anubhavkapoor76]

Hey Matt,

You hit the bulls eye... I am not able to view these combinations of precision/coverage in my 7 classes of Assignment Group.I have only one combination of 100/0.

2 questions:

1) Am I missing these combinations as I am working on PDI and not on company dev instance?

2) Does these combinations get populated as more varied datasets are uploaded and trained? I have around 197k resolved records in my incident table.

[Matthew Train · Accepted solution]

Yes, this needs to be done in a customer prod or sub-prod.  Doing this in your personal dev instance won't work.  If you were to do this training in a sub-prod you would see the options you are seeing in my video.   The idea is to get a nice balance of coverage and precision.

[anubhavkapoor76]

Thanks a lot Matt....you saved so many hours of mine!!