Simon

Ellen,

Yes, this is exactly what I am looking for too.

I tried the above steps and it gave me a record of each time a certain macro was used with each ticket number. But what I really want is a summary, ie my agents used our 'Cancellation' macro 100 times in a week etc 

Is there a report that show's how many times a particular macro has been used ? In summary form, I'd find this really helpful to track trends etc

Thanks for replying Jason, much appreciated.

Have searched through the help section but have yet been unable to find the answer.

Is it possible to transfer calls from agents to other members of our organisation (like a Switchboard function) ?

Assuming they'll be treated like external numbers and they'd obviously need to be added to some kind of directory for the agents to use ?