Business Insights - Macros Report

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Macro Report


The Macros report in Business Insights is where you will go to see reporting on your macros. You will be able to see statistics for macros applied to all cases for the specific time period. 
 

Note: This feature requires the Standard Plan or above.

To access this report, go to the menu and click on Macros.

 

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Once the report loads you'll see a graph with each channel where you can selectively turn them on and off by clicking their names at the top of the graph, just as in the Overview report. You can also isolate a single channel by clicking on that channel’s bar within the bar chart.

Below the graph will be a list Macros that were applied during the specified time period.

 

 

You can also click each column heading to sort your report by that metric. You'll see the graph adjust to focus on that specific set of statistics.

Please Note: Times Applied is counted each time you apply the Macro to a Case, regardless of if that is sent or not. The reason for this is that Macros can run actions on a Case which do not include anything being sent to the customer.

You can click on any of the metrics in the table and the Case Level Report will load and display the specific cases that were used to calculate that metric.  You’ll be able to click on the column headings to sort the report by that specific metric, and you’ll be able to click on the case ID to load that case in the Desk.com Agent


 

Once you’ve configured your report to the way you like it (date range, channels, graphed metric), you can Save Reports as Favorites by clicking on the left hand button in the upper-right corner. This will allow you to retrieve that specific report at any time in the future with just a couple of clicks.
 



Once a report is saved, you will find it on the main report drop down menu:
 

The Export & Share functionality, accessed similarly to Favorites. For Export & Share click on the middle button in the upper left corner.

This feature allows you to access the report data for use in a spreadsheet or other analytical tool, or to share a report link with another user, which will display the report exactly as you’ve configured it (date range, channels, graphed metric) when they open it in Business Insights

The report will show exactly as you’ve configured it (date range, channels, graphed metric) when they open it in Business Insights
 
 


Export and Share includes 3 options:

Download: download a .csv file of the data in the report

Email: send a .csv file of the report’s data to another

Link: copy a link that you can send to another Desk.com user which allows them to see the report as you’ve configured it
 

Metrics

Want to know more about the metrics covered in our Agents report? Check out our metrics glossary.