Collect skill data based on skills agents have used for case resolution. Use
supervised learning to recommend these skills for agents to resolve similar open case. You
can also find patterns in how skills are used for case resolution and use unsupervised
learning to recommend skills for agents.
Before you begin
Set up skills. For more information, see Skills
Management.
Predictive Intelligence must be set up and
configured on your instance to train the models. For more information, see Predictive
Intelligence.
Activate the Skill Recommendation application plugin
(com.snc.sre) to use predictive intelligence for recommending skills.Role required:
sn_hr_wfo.admin
Procedure
-
Configure the skill prediction property.
-
Run the solution definition models such as Recommend similar skills
for cases or Recommend skills from similar
cases to train the supervised and unsupervised solutions.
-
Run the Start skill prediction scheduled job everyday to
start predicting skills for cases or agents.
This scheduled job is inactive by default. When you activate it, the job runs
daily at 1:00 AM on all cases resolved the previous day. The job then adds the
skills to the User Predicted Skill [sn_sre_user_predicted_skill] table and Task
Predicted Skill [sn_sre_task_predicted_skill] table.
Note: Recommended skills
will start appearing once the number of records in
[sn_sre_task_predicted_skill] table exceeds the value defined in the
[sn_sre.user_predicted_skill_threshold] .