Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Access Confusion Matrix data
The Confusion Matrix tool analyzes data against a Smart Ticket task. Follow these steps to view confusion matrix data for a Smart Ticket task:
- Go to System Administration > Ongoing Maintenance > Smart Analytics > Smart Ticket.
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Select a Smart Ticket task from the list, and then click Visualize.
Note
- This Visualize functionality is available only after you run a test against the categorizer (Smart Ticket task).
- If your Service Manager is in the multi-company mode and you have added multiple companies to the Smart Ticket task, you need to select a company after you click Visualize.
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If needed, modify the following settings for Confusion Matrix.
Field Description Top N Categories This field indicates how many categories you want to analyze with the Confusion Matrix tool. For example, if you select a value of 10, only the top 10 categories in your data distribution analysis report will be analyzed.
Note
- Selecting a large number of categories may lead to slow page rendering. Normally, you need to take care of your major categories only.
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Both the row number and the column number in a Confusion matrix are less than the minimum value of the current predictable category count and the Top N Categories value. If the previous testing version has unpredictable categories, the number of rows and columns in the Confusion Matrix based on the previous test result will not match the Top N Categories settings.
For example, there are 13 categories in the first round testing result. The system administrator changes the data source coverage from 90 to 50, and then only 7 categories are predictable. Consequently, after training and testing, the system displays a 7*7 Confusion Matrix table for both the first round and the second round testing result even though the system administrator sets the Top N Categories value to 13.
Display Format There are two options:
- By Error Count: Show the confusion matrix data by number of error tickets.
- By Error Ratio (%): Show the confusion matrix data by test error ratio (percentage).
Medium Error Threshold This is the minimum error count or error ratio (depending on the display format) that you want to assign a medium severity.
In the Confusion Matrix table, numeric values between this field value and the High Error Threshold value are highlighted in yellow.High Error Threshold This is the minimum error count or error ratio (depending on the display format) that you want to assign a high severity.
Note In the Confusion Matrix table, numeric values no less than this field value are highlighted in red.
- Click Confusion Matrix to view the Confusion Matrix results.
