Skills CX operations
Auditing macros and templates
Macros are the highest-leverage content in a support operation and the least maintained. One stale macro sends a wrong answer hundreds of times before anyone notices — and because it is consistent, it does not look like an error. It looks like policy.
npx rulebase-skills install cx-macro-auditWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “audit our macros”
- “are our canned responses up to date”
- “which templates do agents actually use”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Start from usage, not from the list
Most macro libraries have hundreds of entries and a small number that do nearly all the work. Pull usage counts first and the audit prioritises itself.
What to check on the head
1. Factual currency. Every claim — fee, timeline, eligibility, process step, link — verified against current policy. Check the last-edited date against the last policy change on that topic; a macro older than the policy it describes is the finding.
Usage pattern findings
The way macros are used is as informative as their content.
Deletion is the point
An oversized library is itself the problem: agents cannot find the right macro, so they improvise or reuse the nearest, and consistency collapses. A library that has doubled in size has usually got worse.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
