Macros are a valuable tool that save agents time and help provide end users with consistent support. But knowing which macros to create is not always straightforward. This EAP makes it easier to determine which macros will be most useful for your agents and end users.
How does it work?
The macro content suggestion EAP tests a new machine learning feature from Zendesk. Once you join the EAP, we’ll use machine learning to scan the agent comments across all your tickets and detect whether multiple similar comments already have matching macros.
If many agents are repeating similar comments without the use of existing macros, then you’ll receive suggestions to create new shared macros to help agents respond faster and more consistently in the future.
Admins will receive the suggestions through emails, and can provide feedback directly to our product development team. You can opt out of the EAP at any time.
What does the suggestion include?
The macro content suggestions consists of the following:
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The suggested comment: This comment is similar to comments repeated by agents, and you should consider to capture it in a macro.
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Number of times the comment was repeated: This helps you understand the potential of a new macro. We'd like to help you ensure that repeated comments are captured early on to reduce repetitive work by agents, but still remain relevant to agents so you don't end up creating many unused macros.
- Number of unique agents: This helps you understand how widely repeated the comment is among agents, and lets you decide if you want to create the macro for specific groups.
