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Each row shows a ticket where the engine recommends a different team than the current holder. Confidence is the engine's certainty in its recommendation.
Click any row to see all tickets in that sub-category at that team — the existing On-Hold Justification card has the team view; this surfaces the sub-category granularity.
Speed-up tickets are status-check / expedite requests routed to the canonical team for their category, with priority forced to Low (BRD §5.5). Uncheck to disable detection and let the base engine routing decide instead — useful for verifying the rule isn't over-matching.
When you Override an engine suggestion in the Ticket Analyzer or via the per-ticket modal, the (engine_team → picked_team, sub-category) tuple is logged here. After several similar overrides on the same pattern, you'll see a hint to update the routing rule.
Each sub-category shows all keywords that distinctively apply to it (% = how often the keyword appears in its tickets) and the resolver teams that handle it (% of resolutions). Click any row to drill into the tickets.
For each sub-category, shows the share of tickets that touched each resolver team during their lifecycle. Excludes Agent, Back Office, Business Operation, and any branch teams (which touch nearly every ticket and add noise). Teams sorted by frequency, top 6 shown.
The engine groups tickets with similar text signatures and surfaces the most frequent recurring issues. Score % = how strongly each group\'s theme dominates its cluster.
All Tickets
| ID | Subject | Description | Category | Team | Cycle / Comments | Engine Suggestion | Conf % | Priority | Stage | Stage Suggestion | Grouped | Created |
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Teams & Performance
Routing Engine
Volume-reduction demos
The preview shows only stage, holding team, expected next step, and the latest comment (PII-scrubbed). Replaces the 2,404 "where is my request?" tickets per the analysis.
Eight regions shown for demo purposes — five are mocked as unannounced. In production the list comes from the Area Announcement registry. Customers in unannounced regions can subscribe to be notified rather than file an on-hold ticket.
If any branch-only condition applies, the customer gets the nearest branch contact and a digital-excuse waiting-list option — no ticket is filed. Otherwise the digital flow proceeds normally.