Time-to-Solution reports are located in the Support tab of Telligent Analytics 3.0.
The Time-to-Solution report shows valuable metrics for the average time before questions in your forums are answered.
The Time-to-Solution scorecard report bubbles up several key metrics and shows totals over the current date range for the entire site (or if you are scoped to a specific group, it shows totals for that group).
The metrics displayed on this report are:
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Verified Answers - Total questions posted within the selected date range that have one or more replies marked as a verified answer.
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Suggested Answers - Total questions posted within the selected date range that have one or more replies marked as a suggested answer, but have no verified answers.
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Unanswered Questions - Total questions posted within the selected date range that have no replies marked as verified answer as well as no replies marked as suggested answer.
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Avg. Response Time - Average time it takes to reply to question posts made during the selected date range. This value is calculated by adding the duration between original post and first reply for posts marked as questions, then dividing the total duration by the total questions posted during the selected date range and receiving a reply.
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Avg. Time-to-Solution - Average time to get an answer for question posts made during the selected date range. This value is calculated by adding the duration between original post and first verified answer for question posts having a verified answer, then dividing the total by the questions receiving an answer during the selected date range.
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3-Day Answer Rate - Percentage of question posts made during the selected date range and receiving at least one verified answer post within 72 hours of the original post time. This value is calculated by dividing the questions having at least one verified answer posted in the selected date range within 72 hours of the original post by the total questions posted during the selected date range.
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Overall Answer Rate - Percentage of questions posted during the selected date range receiving at least one verified answer. This value is calculated by dividing the questions posted within the selected date range with at least one verified answer by the total questions posted during the selected date range.
The Forums by Best Time-to-Solution report shows the average time-to-solution for each forum. This value is calculated the same way as Avg. time-to-solution in the Scorecard data points, but it only includes posts made in a specific forum. This report is ordered by Time-to-solution in ascending order.
The Forums by Worst Time-to-Solution report uses the same calculations that the best Time-to-Solution report does, but instead orders the results by time-to-solution in descending order.