Predict Assignment

Overview

This skill predicts the most appropriate assignment group and category for incoming incidents by analyzing historical resolution patterns, keyword frequency, and group performance metrics. It enables zero-touch routing for the service desk.

• Analyze incoming incident short descriptions and descriptions for keyword signals
• Query historical incidents with similar text to determine which groups resolved them
• Rank candidate assignment groups by resolution success rate and average resolution time
• Predict incident category and subcategory based on content analysis
• Apply predicted assignment with confidence scoring and fallback routing
• Track prediction accuracy over time and refine routing rules

When to use: When new incidents arrive unassigned or miscategorized, and you want to reduce manual triage time by automatically predicting the correct assignment group and category.

Prerequisites