Macro Usage & Effectiveness Tracker

The problem this kills

Your macro library — the canned responses your agents fire all day — started clean. Now it has hundreds of entries. Nobody knows which ones still work. Some macros quietly cause reopens because the wording is out of date. Some tank CSAT because they sound robotic for the wrong situation. A few are gold and should be the default. But you have no way to see any of this, so the library just grows, agents pick the wrong macro, and customers get worse answers.

Spreadsheets don't fix it either. You can pull usage counts, but counts alone lie: a macro used twice a month might be a perfect niche answer, while your most-used macro might be quietly driving reopens. You need usage next to outcomes, ranked and explained — and a safe way to actually change the library without breaking things.

What you'll build

A small, private web app that you and your team log into. You load (or paste a link to) two things you already have: a usage log connecting tickets to macros, and per-ticket reopen + CSAT data. The tool joins them, scores every macro, and shows you a ranked, color-coded health view: which macros to retire, which to rewrite, and which to keep and promote — with the context behind each call, not just a raw number.

Then comes the part that makes it safe: nothing changes automatically. The tool drafts recommendations; a manager reviews each one, approves or overrides, and only approved changes land in the updated library. Every decision is logged with who and when. At the end you export the cleaned-up library and a change log you can hand to whoever maintains your help desk.

What's inside the Implementation Plan

The plan is a complete, paste-and-go runbook for an AI coding agent (Claude Code). It opens by interviewing you about your business — your help desk, how your macros and tickets are named, what counts as a "reopen," how your CSAT is scored, your volumes, and your messy edge cases — so the tool is tailored to your support operation instead of a generic template. It reflects a short spec back to you for a thumbs-up before any code is written.

From there it walks you step by step: setting up the database, loading your usage and outcome data with a duplicate guard on macro ID, building the scoring and ranking logic (with context so low-usage-but-correct macros aren't unfairly flagged), the manager review-and-approve screen, the audit trail, and the CSV exports. Every step ends with a ready-to-copy prompt you paste into the agent.

The governance it includes (this is the point)

• Login so only your team can open the tool.
• Row-level security so each organization only ever sees its own data.
• A full audit trail — every recommendation, approval, override, and retirement is recorded with who did it and when.
• A human-in-the-loop approval gate — the AI drafts retire / rewrite / keep calls, but a manager must approve before any macro is marked for deactivation. The tool never changes your library on its own.
• Duplicate guards keyed on macro ID so the same macro can't be loaded or processed twice.

Who it's for

Knowledge managers and support leads who own the macro library and are tired of guessing which canned responses still earn their keep. If you can use a spreadsheet and a help desk, you can build and run this — no coding background required.

You've got this — paste the first prompt and let the agent interview you.