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Provide several reports for general overview on statistics in community
- Topics with reply
- Avg Time to First Reply (by user role)
Support Team Efficiency:
- # of Topics resolved
- Page Views on resolved topics (some % of these are deflected tickets, accepted industry standard is 20-30%)
- Self Service % (topics being resolved without need for employee interaction)
- Topics by status- how many are un-answered, in progress, etc.
- Topics needing attention- having no employee response
- Topics by assignee
Engagement Trends over time:
- Page Views
- Active Members
- Topics by Created date
Sourcing of Traffic (Page Views):
- Direct links
- Corporate or Product site
- Facebook, e.g.