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Feature request - include last 30 days in macro list
Posted Nov 29, 2023
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
As an admin, I would like to be able to review macro usage over a monthly period. As an admin, I occasionally monitor macro usage to identify whether there are any trigger/automation refinement opportunities. Sorting the last 7 days column from high to low helps identify which macros are being used most - including a 30 day bracket would provide more info.
What problem do you see this solving? (1-2 sentences)
We have monthly cycles where at the close of the month we'll see an increase by some teams with higher ticket volume, whereas they may not be used very much during other periods of the month. To identify when that's happening, or other unknown periods when there may be a spike, including the 30-day bracket would minimize the need to check on a weekly basis.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
This happens whenever reviewing macro usage.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No. Could probably include tags on each macro, then report via Explore, but this would be a brittle solution.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
I would like to have a column with the 30 day usage numbers. If you're feeling fancy, adding a column selector like on the Fields page in Admin Center. Extra fancy would be to include an export to csv.
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5 comments
Heather Rommel
BIG thumbs up to 30 days of macro usage. And hopefully a hyperlink to a list of tickets where the macro was used.
I agree adding tags to each macro gets a bit funky and we can't tell timeframe, etc.
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Shawna James
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Salvador Vazquez
hello, thank you for this feedback. We are looking into getting macro usage data into reports in Explore to get more customizability into this kind of usage data. At the moment we don't have an ETA on this but have started to identify reports that would be useful. I appreciate you taking the time to lay out your needs. If you have any more use cases around how you would want to filter the macro usage it would help to better build those reports.
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James Peterson - Eastern Logic
Hi mfg,
I'm not sure if I am misunderstanding the request, but I noticed you can add additional columns into the macros admin page to see the 30 day usage information. Does that provide the information you are looking for?
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mfg
James Peterson - Eastern Logic - The goal would be to export via CSV or report from Explore. Not sure if the L30D column was added since last year, but copying and pasting as text into Excel works
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