Messaging & Chat Support
Now Macros Reporting app supports Messaging & Chat tickets (with Agent Workspace enabled)! For example you can see the Replies with Macros metric data changes since now it calculates the metric considering all unique messages in your chats. See more details in our Help Center article.
New metric – Tickets with Macros
Also, we implemented new metric for the Performance page, which helps see how actively macros are used with Zendesk tickets. Now you have a full picture of the macro usage on both – Ticket and Reply levels.
Dynamic time axes
Now you can select a custom timespan for your reports and see and download the data for that particular period — without any limits! Say “good bye” to the old fixed time axis! 🤓
Drill-in in Macros Reporting
🌟 We're thrilled to announce the latest enhancement to our Macros Reporting app: Drill-In! Now, gaining deeper insights into individual macros is easier than ever before.
📊 With Drill-In, you can peek into the performance of each macro, exploring its Usage trend, CSAT trend, and Usage history (with the Download option for the full usage output). Simply navigate to the Performance tab within the Macro Reporting app and click on the macro to access this invaluable feature.
💡 Experience the power of granularity as you delve into the specifics of your macros, empowering you to make informed decisions that drive efficiency and customer satisfaction.
