Helpdesk Ticket Routing Confusion Matrix
This confusion matrix evaluates a helpdesk model that routes incoming tickets to Billing, Technical or Account teams. The diagonal cells show correct routing. The technical-to-account cell is a useful investigation target because those tickets arrive in the wrong queue and may delay a resolution. The chart makes error types visible, but it should be read alongside class volume and business impact. A low count can still matter if the affected tickets are urgent. Keep the actual classes as rows and predictions as columns consistently across model reports so reviewers do not reverse the interpretation.
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Scenario
A support team reviews a three-class ticket-routing model.
Key decisions
- Name both axes: Separate actual from predicted labels.
- Show every count: Reveal each error type.
- Inspect off-diagonal cells: Prioritize routing mistakes.
When to reuse this
Use for a classification model with stable, labeled validation data.
Frequently asked questions
What does the diagonal show?
Which cells are errors?
Why use a validation set?
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