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Best practices for boosting agent productivity with AI features



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Erin O'Callaghan

Zendesk Documentation Team

Edited Jan 28, 2025


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2 comments

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Sebastiaan Cools

Zendesk Luminary

Is there a way to check in explore if agents are using these features?

can I make a report in explore to check how many times the expand feature is used or a suggested macro was used via these features instead of the normal macro selector?

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Arianne Batiles

Zendesk Customer Care

Hi Sebastiaan Cools ,

At present, we do not have a feature to directly report on macro suggestions or the usage of suggested macros. However, I'm pleased to inform you that we've recently introduced new metrics and attributes specifically tailored for Generative AI reporting, which you can find here. This enables the creation of reports to track the usage of the expand feature, along with identifying which agents are using it. Kindly note that in order to use these metrics and attributes in custom reporting, you need a Zendesk Explore Professional or Enterprise plan.

 

 

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