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Forum Metrics
Provide several reports for general overview on statistics in community
Responsiveness:
- 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)
Operational Reporting:
- 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:
- Visitors
- Re-visits
- Page Views
- Active Members
- Topics by Created date
Sourcing of Traffic (Page Views):
- Search
- Direct links
- Corporate or Product site
- Facebook, e.g.
We are glad to announce that Extended Analytics is available in 5.1.x release. You need to turn it on in main navigation of Agent interface to start collecting data if you are on Enterprise package.
We are glad to announce that Extended Analytics is available in 5.1.x release. You need to turn it on in main navigation of Agent interface to start collecting data if you are on Enterprise package.
Hello Geo,
We've decided to work on Forum metrics for 4.0 release that should be live this year. It would include "Performance" report to estimate how agents handle the requests, and "Objects Overview" about all topics/tickets - details, searches, - full information about objects.
Thank you.
Hello Geo,
We've decided to work on Forum metrics for 4.0 release that should be live this year. It would include "Performance" report to estimate how agents handle the requests, and "Objects Overview" about all topics/tickets - details, searches, - full information about objects.
Thank you.
Very important feature to measure the team effectivity! thank you!
Very important feature to measure the team effectivity! thank you!
Yes, been waiting for some stats as well....In particular the ability to know how often the site is used and how many new tickets are avoiding.
Yes, been waiting for some stats as well....In particular the ability to know how often the site is used and how many new tickets are avoiding.
Just a quick update on Analytics section. In July 2018 we would provide the ability to create any custom report and filter by any parameter to measure Forums metrics, Team Efficiency, etc.
All the above metrics would be possible to calculate and see.
Just a quick update on Analytics section. In July 2018 we would provide the ability to create any custom report and filter by any parameter to measure Forums metrics, Team Efficiency, etc.
All the above metrics would be possible to calculate and see.
Hi Stas,
any updates to this topic? Measure efficiency, SLA, gamification, analytics? Not heard from you for a long time.
Greetings
Hi Stas,
any updates to this topic? Measure efficiency, SLA, gamification, analytics? Not heard from you for a long time.
Greetings
We are glad to announce that Extended Analytics is available in 5.1.x release. You need to turn it on in main navigation of Agent interface to start collecting data if you are on Enterprise package.
We are glad to announce that Extended Analytics is available in 5.1.x release. You need to turn it on in main navigation of Agent interface to start collecting data if you are on Enterprise package.
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