Triage 2.0 Analytics Improvement

TLDR: would like to see Triage logs posted in Analytics in real time, not 24hrs after, as well as a data section that clarifies “how many tickets were triaged by the model” vs “how many tickets that match the query have been filed”.

hi all, we recently enabled Triage 2.0 (3 days ago) and we were excited to see the feature working and get more information as we’ve been planning this launch for quite some time. after launch, we found that one of our query params was incorrect and had to adjust that but we were unable to do that until a full day after launch because logs for Triage in Analytics have a 24hr delay...we then had to wait another 24hrs to see if our change to the query worked. this honestly is a big pain point at launch, and i can see it continuing to be a pain point as we work with our support agents to discover answers when they ask why some tickets were triaged and others weren’t, or during our own research as to how the model is progressing in active training. 

additionally, i can’t see a way in the analytics module to get a holistic view of how many tickets Triage is handling versus total number of tickets filed (that match the Triage query). we launched with a 90% coverage/~68% precision range and one of leadership’s key questions is: is it actually holding up to that range after we launch? obviously these aren’t questions that can be answered on launch day, but having access to real time data and being able to deliver key information within the first few weeks of launch would exponentially increase trust instilled.

i found this discussion from a year ago, and i imagine some of the data that is shown in the current dashboard is different than what Priya was seeing at that time, but couldn’t find many other mentions of Triage logs in the community. please link me if i’ve missed something!