Which macros nobody uses: measuring macro usage

Explore can show which macros your team actually applies. The unused ones tell you more than the popular ones.

Explore can show which macros your team actually applies. The unused ones tell you more than the popular ones.

Build the report

1. Open Explore and create a report on the Support ticket updates dataset.
2. Choose a metric counting ticket updates.
3. Add the macro attribute as a row, so each macro becomes a line.
4. Filter to a sensible period, such as the last quarter.
5. Sort descending and read from the bottom.

Read the bottom of the list

The top tells you what you already know. The bottom is where the information is, and a macro nobody uses is one of four things.

• Badly named. Agents search by typing; a macro whose name does not match what they type is invisible.
• In the wrong category, so nobody browses past it.
• Answering a question that stopped being asked. Which is worth knowing in itself.
• Not trusted. Someone tried it, it set the wrong field, and word got around.

What high usage tells you

A macro applied several hundred times a month is a question your customers keep asking. That is a candidate for a help centre article, a change to your product, or an AI agent answer. A frequently used macro is a signal, not just a saving.

See also

• Personal and shared macros
• Which subjects come up most often
• Building your first report