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.

類型熱圖引擎 echarts-heatmap更新時間 2026/9/24

需求

“Create a confusion matrix heatmap for helpdesk routing with actual rows and predicted columns Billing, Technical and Account. Use counts: Billing 124, 18, 6; Technical 14, 109, 21; Account 5, 17, 96.”

接著試試Change the Technical predicted as Account count to 12.Add a subtitle for the April validation set.

這張圖裡有什麼

看懂背後的決策。

01Name both axes

Separate actual from predicted labels.

02Show every count

Reveal each error type.

03Inspect off-diagonal cells

Prioritize routing mistakes.

Use for a classification model with stable, labeled validation data.

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常見問題

What does the diagonal show?

It shows tickets routed to their actual class correctly.

Which cells are errors?

Every off-diagonal cell is a misrouted ticket count.

Why use a validation set?

It tests performance on labeled data not used to train the model.