Along with the macros usage stats, the Pythia app provides you with unique reporting for analyzing the performance of the macros in your Zendesk.
The ability of the macro to provide a single comprehensive reply is measured with One-Touch Rate; the ability to satisfy customers with the agent reply is measured with a well-known Satisfaction Rate metric.
The Macros Performance dashboard includes the following main elements:
- Data Filters – by Time, Brands, Forms, Groups, and Agents
- Views – saved custom presets of different filters
- Headlines w/ KPIs – 6 usage and performance KPIs
- Individual macros – the table with the main KPIs
- Macro search – by macro titles in the table
The metrics are defined as follows:
- Macros Usage – all unique macro usage events for all macros across all tickets.
- Macros per Ticket – unique macros usage events per unique tickets (= Macros Used / Tickets w/ Macros)
- Tickets w/ Macros – the percentage of unique tickets where macros (at least one) were used divided by all tickets (= Tickets w/ Macros used / all Tickets).
- Replies w/ Macros – the percentage of agent replies (public comments) where macros were used divided by all agent replies (= Replies w/ Macros used / Replies).
- One-Touch Rate – the percentage of Solved tickets with one agent reply and macros used divided by all Solved tickets (= One-Touch with macros used Solved tickets / Solved tickets).
- Satisfaction Rate – the percentage of tickets rated Good with the given macro used divided by all rated tickets with the same given macro (= rated Good tickets w/ macro used / Rated tickets w/ macro used).
Evaluate the Macros Reporting app with 14 days free trial.