Every support team operates differently. Most support teams operate with a primary helpdesk to handle tickets, but the custom attributes associated with those tickets can vary from client to client. Depending on the type of service you provide or the inquiries you typically receive, clients create custom attributes specific to their business needs to help categorize and analyze customer interactions more efficiently. Because of this, the desire to spot trends related to these ticket attributes is the natural next step.
In Maestro, users can already split QA data by custom ticket attributes to get more strategic insights into their team's performance. Now, users can also choose which custom attributes from their helpdesk they'd like to include when exporting QA data. With this new flexibility, users can streamline their data collection process outside of Maestro when creating reports or merging QA data with other important metrics.
Streamline data exporting workflows. Instead of exporting a QA data file and various helpdesk files with ticket attribute information to merge multiple tables together, add the custom attributes that you care about to your QA data exports. This way you only need to potentially export one file and get straight to your analyses.
Ticket process accountability and data integrity. Track which Agents are filling out ticket attributes consistently for the tickets that have been graded for them.
Who has Access to Custom Attribute Export Functionality?
All non-Agents (Admins, Limited Admins, Graders, and Managers) have the ability to export QA data for the Agents they have access to in Maestro.
However, only the Admins have the ability to turn on the functionality.
How to Turn on Custom Ticket Attribute Exports
Admins can go to Settings > Other Settings > Scroll down to Additional Feature Settings to find the option to turn on the new exporting functionality. By default, the ability to export custom attributes is turned OFF.
Understanding Security Implications of Custom Attribute Exporting
Depending on how a team chooses to set up their ticket attributes in their helpdesk, it is possible that some of those fields will contain personally identifiable information (PII). Because of this, it is very important for Admins to take this into consideration when turning on this functionality. The contents for any custom ticket attributes that are selected for exporting will be included whenever a user on the team exports QA data.
To be clear, personally identifiable information is any data that can be used to contact, locate, or identify a specific individual, either by itself or combined with other sources that are easily accessed. Some examples of PII include (but are not limited to):
A personal identification number
Ex. Driver's license number, passport number, credit card number, or social security number
Ex. Full name, maiden name, or a customer alias
Ex. MAC address or IP address
Ex. Email addresses, street addresses, or telephone numbers
If you are interested in hearing what CX Leaders should know about Security and Compliance, feel free to read our blog post here to learn more.
Once an Admin toggles on the custom attribute export functionality in Other Settings, a prompt will appear to provide further context into the opt-in decision being made.
As the prompt shows, we've included an Acceptable Use Policy for Admins to read through, which is accessible directly from the prompt. We strongly encourage admins to read the policy (2.5 pages) and confirm with your security team/key stakeholders on your team whether to enable PII-related fields. We also recommend that you confirm if your organization has the relevant security controls and processes in place to educate users to handle sensitive data.
By pressing OK, Admins are in agreement with the Acceptable Use Policy and acknowledge the following:
MaestroQA will rely on Subscribers implementing relevant policies and procedures to handle data exports, including but not limited to regular security training and training on handling sensitive data for relevant users, implementing security and access controls including but not limited to provisioning/de-provisioning controls and regular access reviews, and regularly monitoring data export logs.
MaestroQA will not be responsible for any actions taken by the Subscribers after the data export or misuse of any information present in the data export.
For any additional questions/concerns, please contact us at email@example.com and we'll be happy to assist you further.
Managing Custom Attributes for Export
Once enabled, Admins can go to Settings > Ticket/User Attributes > Scroll down to Custom Attributes to decide which fields to add to an exported CSV file. An additional column will now be visible to toggle on the attributes that will be included in all exports moving forward. Similar to turning on the feature in Other Settings, all attributes will be turned off by default until an Admin chooses to add a field to export.
Notice that I toggled on 4 custom attributes to be included in exports (Maestro:max_call_length, assignee, Maestro:via_channel, and public_comment_count). We'll refer back to them when showing an actual export further down.
Only admins have the ability to make these adjustments, so it is important for all Admins to be aligned on what should be enabled and what should not.
Any custom attribute export reformatting must be modified in Ticket/User Attributes by an Admin. Other non-Agent users will have access to the data in these fields via export, but will not be able to remove/add fields themselves. The Admin's configuration of the export is a global setting and cannot be modified by other users for their own specific use cases.
Quick Reminder: Ta add custom attributes to Maestro, Admins can go to Settings > Integrations > Integration Settings. Select your helpdesk then change Field Type to "Custom" to view a dropdown list of all of the custom attributes you have available. Press Add Ticket Custom Field and the attribute will be available on the Ticket/User Attributes page. Once newly added, remember to allow an hour or so for the system to retroactively update all tickets in Maestro to include information pertaining to that custom attribute.
Exporting a Raw CSV File
There are multiple ways to export a file in Maestro, most notably through the Tickets tab or the Reporting tab. (Click Here to get a refresher on how to export graded tickets).
But let's say I selected a list of graded tickets on the Tickets tab and decided to export them.
I press the Export Scores button then choose Send CSV of Raw Scores.
From here I go to the Exports tab at the top of the Maestro screen and download the file.
When I open the downloaded file, I should see a folder containing 5 separate files
If I open the total_scores.csv file, notice how all of the original standard attributes are still included in the export. The additional custom attributes are only included in the total_scores.csv file.
If I slide further over to the right to view the rest of the table, I can see that the 4 aforementioned custom attributes are now included in the export as well. Note that the custom attributes are shown with their Maestro Display Names rather than what they are called originally in the helpdesk. (Display Names for attributes can be adjusted on the Ticket/User Attributes page in the app.)
What's interesting to note here is that even though the custom attributes were added, not every ticket had those fields filled out.
Depending on the type of tickets your QA team grades and the process in place for handling tickets, this could be a great way to gauge whether or not Agents are routinely filling out the right fields at the ticket level as expected. Just because fields are added to export does not necessarily mean that data will be available if Agents aren't properly filling out attributes. This could be a useful tool in your QA toolbox to hold Agents accountable for following proper ticket handling procedures, and determine which ticket attributes your support teams fill out correctly.
If fields are properly filled out, then this could significantly reduce the time it takes for Admins to merge custom attribute data with QA data for further analysis. Admins - confirm with your team which attributes Agents should be filling out when handling tickets to maximize the effectiveness of your customizable export.
Customize your team's exports to streamline your data analysis workflow and let us know what you think!
Caveats to Custom Ticket Attribute Exporting
This functionality is available for manual exports only. Exports via API will still have the same format as before to mitigate potential opportunities for large exports that could contain PII.
Only custom attributes created from your helpdesk can be added. Existing standard attributes in an export will remain the same.
No additional standard attributes can be selected for an export
The additional custom attributes exported are only included in the total_scores.csv file
Users cannot control the order that attributes are positioned in the table prior to the data export. However, users can modify their data however they'd like after the export is complete.