Viewing community activity for your Help Center
You can view community analytics for your Help Center in the Reporting dashboard in Support.
To view community data
- In Support, click theReportingicon (
) in the sidebar, then click theCommunitytab.The Posts dataset is open by default.
- If you have multiple brands, click theAll brandsdrop-down menu, then select a brand if you want to see data for that brand only.
All brands is selected by default, and includes the combined activity of the communities in all of your Help Centers.
- Click the Reporting period drop-down menu, then select an option if you want to change the reporting time frame.
SelectCustomto enter a specific start and end date.
- Click any of the five datasets at the top to drill down.
Each dataset displays a graph of daily activity and a table, below the graph, of top posts for that dataset. Datasets include:
- Postsis the total number of new posts created in the community during the reporting period.
- Viewsis the total number of views for posts in the community during the reporting period,includinginternal agent views.
- 网络投票is the difference of all the positive and negative votes on all posts in the community during the reporting period.
- Subscriptionsis the total number of user subscriptions for topics and posts in the community during the reporting period.
- Commentsis the total number of comments on posts in the community during the reporting period.
- Hover your mouse over a node to see the total number for that day.
Following up on community data
Community statistics give you insight into which questions customers are most interested in. You can then take action based on this information. Here are several examples of how you can use analytics to provide better support to your customers.
- Monitor unanswered questions and create tickets
In your community, you can track any questions that have not been answered within 24 hours, for example, and either respond to them or assign the question to an agent by creating a ticket.
- Monitor the top posts by votes and number of comments
You can track the posts that are most and least popular, or have the most comments, to understand more about the subject. You can then review the post to see if there is some follow up action required, for example, whether this area requires a knowledge base article to explain the subject in more detail, or a ticket needs to be raised to request a new feature.
9 Comments
Hi Nicole - can you pls let me know if there is any news on when Gather datasets will be added to Explore?
着陆页面的视图包括视图或规范ifically posts only?
Hi Christopher,
It's views for specific posts only.
Michael Froeming | Senior Customer Advocacy Specialist
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Hi,
Is it possible to export (Excel/CSV) the underlying data from the Community dashboard?
Thank you
Hi Emanuel,
The Community tab on the Native Reporting page does not have the export option.
Hi,
Can I see the number of 'answered' posts for a date range (e.g., month or week)?
You could use the Help Center API to pull all community posts and then filter by theanswered的地位。更多信息:Help Center API - Posts
I wasn't able to find a way to do this outside of the API so hopefully the above points you in the right direction!
It looks like I can pull community reports/data from the past 390 days. Is there a way to pull data from further back?
to take a closer look at this, I will reach out to you via Email.
Pleasesign into leave a comment.