Macro usage per week

Hi Armani!

This information isn't available for reporting purposes by default; that data isn't sent to Insights, and I don't see any API endpoints that would get the job done either.

However, you should be able to work around this by creating a unique tag for each macro that's applied to a ticket when that macros is used (we do this here at Zendesk). You can then report on the tags in Insights to get the information you need!

On the same topic, we have all our Macros tagged, but if create the following custom metric: 

• SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag IN your_tag),0)

Where I replace "your_tag" with all our "macro-id" tags. Wouldn't it still just return the # of Tickets where any of those macros was applied as opposed to the number of times each macro was applied?

For instance, if we only had 3 macros and I did something like this: 

• SELECT INFULL((SELECT # Tickets WHERE Ticket Tag IN (macro_1, macro_2, macro_3)), 0)

Add suppose "macro_1" and "macro_2" were both applied in the same ticket. Wouldn't it just return the count as 1? Whereas I'd like to count each instance a macro was applied (just like the Macro page does).  

Been struggling with this for awhile, any help on how I can create a metric to report on the instances each macro is applied (not just the number of tickets where a macro was applied) would be hugely helpful. Hope that makes sense and happy to clarify if need be. Thanks in advance!

Bora

I believe your understanding is correct. By tagging the ticket, your are returning the number of tickets with the tag, not the number of instances the macro was applied. As you suggest, applying the macro multiple times to the same ticket will not reflect in your metric.

To extract macro usage via the API, please see this article.

Yes you're understanding me correctly. With the note that, applying macros multiple times (not necessarily the same macro) in the same ticket will not reflect in my metric - which is the main issue. Is there a way I can count "1" any time "macro_1" is applied in a ticket but also count "1" again if "macro_2" is applied in that same ticket? 

Extracting usage via the API limits me to 24hr, 7day, 30day from the time I run this count. I'd like to be able to create a report that tells me how many macros were applied each week with a parameter "(Mon-Sun)/Year (Ticket Solved)" for example. With this API method, I'd have to manually extract this usage at the same time every week to get last week's results - is that right? And if that's the case, I could just copy and paste the numbers from the Macro page at the same time each week - no? But that's not scaleable, I'm looking to create a dynamic report that counts Macros applied each week. 

Is there a way to do this via Insights/GoodData custom metrics or reporting? Each macro is tagged. Thanks for your help Graham. 

Bora

You can certainly create multiple measures looking for different tags such as macro_1 and macro_2. Then sum these measures to find how many different macros have been applied.

It is trickier to know if a macro has been applied twice on the same ticket. To do this you need a series of triggers per macro and be careful the order the triggers are listed. It does not scale well, is very messy and I would not recommend it.

You could create a custom ticket field to hold a count of the number of times a macro has been applied. Then use an HTTP target to increment the count via a trigger. But strictly you would need one custom ticket field per macro to hold the data. That sounds high maintenance to me.

So the API route or the numbers on the macro page sounds like the best option for you. This would need to be a manual exercise because, as Jessie says, this data does not go to GoodData.

If the GoodData dataset included the full macro usage that would certainly solve your problem. I am guessing most customers are content to count the number of tickets touched by a macro rather than need to know the number of times a macro has been applied.

Hi everyone,

I might be a bit late, but we can help you measure, amongst others, macro usage and performance.

@Armani: with Miuros Insights, you will be able to check the number of times a macro has been used, for which types of tickets, by which agent, and make instantaneous period over period comparisons.

@Bora: as for Armani’s request, Miuros helps you track and get reports on macro usage per agent and per group, which would give you the visibility you need over macro usage by your teams.

We can also shed some light on whether agents add a personal touch to the text returned by the macros prior to send the reply to the customer.

Let me know if that’s still a need you have, I’ll be glad to help!

Hi Paul,

as I am quite keen to have the number of times a macro has been used, for which types of tickets, by which agent, and make instantaneous period over period comparisons, I am wondering what Mluros Insights is? How to get this?

Hi Ramona, 

Thank you for reaching out! Miuros Insights can indeed help you gain visibility over macro usage by your team.

As Brett mentionned (thank you @Brett for following up!), don't hesitate to reach out to us through our Zendesk App Marketplace page to further discuss how Miuros can help. 

Cheers!

Paul

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