Triage Workflow
An agent can propose category, severity, team, and response guidance from approved ticket data and service context.
Fallback and Escalation
Low confidence, safety issues, major incidents, and unknown categories should route to a staffed fallback. Severity labels must not be treated as authoritative without the organization's incident policy.
Evaluation
Measure first-route agreement, harmful misroutes, time to correction, class imbalance, language coverage, and model or provider failures. Avoid quoting a fixed accuracy rate from unrelated data.
Frequently Asked Questions
Can triage create incident channels or tickets?
Only through configured connectors and scopes; high-impact runbook steps should follow approval and incident policy.
What if the model is unavailable?
Route to a deterministic fallback or human queue and preserve the original ticket.
Topics
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Evaluate the workflow with your own approved data, integrations, review gates, and success criteria.
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