2720296 - Prediction Details Indicator Icon Missing in Ticket

Machine Learning prediction details indicator icon is not shown in Ticket.

• SAP Cloud for Customer

1. Go to Service work center.
2. Go to Tickets view.
3. Open the Ticket XYZ (Where XYZ indicates the Ticket ID).
4. Go to the Category pane in the Overview or in the Details tab on the right.
5. You cannot see the prediction details indicator icon for either case Category or Service Category.

The Confidence value predicted by Machine Learning is less than the Confidence Level threshold set in the Machine Learning model Settings.

Only if the Confidence value predicted by Machine Learning is greater than the Confidence Level threshold set, then the icon will be shown. Else, it will not be shown.

This is the expected behavior of the system as per design.

To check the Confidence value predicted by Machine Learning, you can follow the below steps.

1. Go to Service work center.
2. Open the Ticket XYZ.
3. Go to the Solution Center tab.
4. The values predicted by Machine Learning is shown.

To check the confidence threshold you have set.

1. Go to administrator work centre.
2. Prediction Services section > model setup.
3. Select your scenario and the the current active model.
4. Open up the model settings and here you can see the current model confidence threshold and if it is enabled. If it is not enabled not results will be pushed to actual data.

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