This guide explains how to complete and manage the full process in the Training Area.

Training Area is the central place to process training after feedback is submitted during testing.

1) Review Tickets

Review tickets in several ways:

• Use the Status Filter to narrow results.
• Select a ticket from Active Tickets for a focused review.
• Open the Training Panel to manage tickets in one place.

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Status Filter — Select a ticket status (Pending, Training, Trained, Failed) to open the Training Panel and apply the same filter automatically.

For example: Selecting Trained updates the Training Panel to show only Trained tickets.

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Active Tickets — Shows pending training tickets. Select a ticket to review details and proceed with training.

After selecting a ticket, review the question, bot answer, and training notes, then train the ticket.

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Training Panel — Open and manage training tickets in one place. Use status filters, review tickets, and train multiple tickets without switching views.

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Add Manual Feedback — Provide training feedback manually when a correction is needed.

Enter what needs to be corrected or improved, what the correct behaviour should be, and any supporting context.

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2) Ticket Selection

Training Panel is the recommended place to manage training, especially when multiple tickets need to be processed.

1. Select Open Training Panel.

   

   

2. Apply filters to narrow the ticket list before training:

   • Ticket status (the number shows the ticket count):

     Status	Meaning
     Pending	Outstanding training tickets that need to be addressed.
     Training	Training in progress.
     Trained	Resolved tickets and documents that have been trained.
     Failed	Tickets that failed to train. (Unlikely to happen)

   • Document type:

     • Shows only the Business Knowledge documents that have been uploaded. Feedback submitted here is linked to those documents for training and review.

       

3. Select Pending tickets and the related document type:

   • In this example, feedback relates to two document types: Company Brand Identity (1 feedback) and Ticket Handling Sop (5 feedbacks).

   • When All is selected under Document Type, the number next to Status shows 6, because it counts all pending feedback across all document types.

     

     • If only Company Brand Identity is selected, the number shows 1.

       

     • If only Ticket Handling Sop is selected, the number shows 5.

       

3) Training Method

1. Choose the training method based on how many tickets need to be processed and how closely each ticket needs to be reviewed:

   • Bulk-train: Select Train Now to train every ticket that matches the current filters. This is best when the current filters already narrow the list to the correct set of tickets and the same approach can be applied across the batch. After the ticket list is generated, choose whether to send the batch to KC Bot training or complete the updates through manual training.
   • Single-train: Review and train tickets one by one when a closer check is needed. This is recommended when feedback is complex, when tickets may require different handling, or when the related document updates should be confirmed before training the next ticket.

   Bulk-train operation

   1. Select Train Now in the top-right of the Training Panel.

      

   2. Review the ticket list in the training window.

      • In this example, All document types with a Pending status are selected.

        

   3. Select the tickets to train:

      • Select Select All, or
      • Select tickets individually using the checkbox on each row.
      • Document type selection can still be adjusted at this stage

      

   4. Select Train 6 Selected Tickets.

      

   5. Choose how to train the documents:

      • Send to KC Bot Training (Recommended): Analyses feedback and updates Business Knowledge automatically based on the selected tickets.
      • Manual Training: Upload an updated version of the document to address the selected tickets.

      

      Send to KC Bot Training

      1. Review the summary (KC Bot credits and document types).
      2. Select Confirm & Process to start processing.

      

      Important Note: KC Bot Credit is short for Knowledge Consolidation Bot Credit. These credits are used when processing training for Business Knowledge documents. How are they charged? KC Bot Credits are calculated based on the number of document types in the training batch, not the number of tickets selected. If multiple tickets link to the same document type, it still counts as one document type for credit usage. For example, 10 tickets for one document type consumes 1 KC Bot Credit. 30 tickets across five document types consumes 5 KC Bot Credits.

      Manual Training

      1. Select Version History to review the current document version.
      2. Select Upload Latest Version, choose the updated document, then select Confirm & Process.

      

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      Version History shows both the Manual Upload timestamp and the KC Bot update timestamp. This helps confirm when each update was applied and which version is currently in use.

      

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   6. After training completes, select Finish & Exit to close the window.

      

   Single-train operation

   1. Select a ticket from the Training Panel list to open the ticket details.
   2. Review the ticket details (question, answer, training note, and related document).
   3. Select Train Now.
   4. Choose Send to KC Bot Training (Recommended) or Manual Training.
   5. After training completes, select Finish & Exit.