http://telligent.com/support/analytics/w/documentation/3674.aspxGuides for administrators and users of Telligent Analyticsen-US6.x Productionhttp://telligent.com/support/analytics/w/documentation/3674.aspxSun, 28 Aug 2011 19:40:01 GMT92d67afb-f426-4529-b1c0-df597f24068f:3674Alex Cromehttp://telligent.com/support/analytics/w/documentation/3674.aspx#commentsCurrent Revision posted to Telligent Analytics Product Documentation by Alex Crome on 8/28/2011 2:40:01 PM<br /> <p><img style="border:1px solid black;" src="/communities/resized-image.ashx/__size/550x250/__key/CommunityServer.Wikis.Components.Files/documentation/0160.Graph.png" alt=" " /></p> <p>For many communities - especially those oriented toward support or Q/A - metrics about how quickly users received a response to a post, or how quickly a posted question is answered can be extremely valuable.</p> <p>Some common questions we can use metrics to answer are:</p> <ul> <li>Are my users receiving responses to their questions in a timely manner?</li> <li>What percentage of posts in my forums receive replies?</li> <li>What percentage of questions asked in my forums 0receive answers?</li> <li>How long, on average, is it taking to receive a reply/answer?</li> <li>Who are the top answerers in my community?</li> <li>How do my moderators rank compared to one another?</li> </ul> <p>This collection of documents should fully explain some of the specific support reports used to answer these questions. Most of the reports used to answer these questions are found on the Support tab, which deals mainly with activity in the forums.</p> <p>First, to clarify a few key terms that are used in these reports:</p> <ul> <li><b>Question</b> - Post that is marked as a question by the author when posting (vs. marking the post as a discussion)</li> <li><b>Answer </b>- Reply to a post having been verified as an answer - either by the user who posted the original question, or by an Administrator</li> <li><b>Answered post </b>- Post that has at least one reply having been verified as an answer</li> <li><b>Suggested answer </b>- Post reply having been suggested as the answer by a user, but not yet verified</li> <li><b>Suggested post </b>- Post that has received at least one reply having marked as a suggested answer</li> <li><b>Unanswered post </b>- Post having no replies marked as a suggested answer or as a verified answer</li> </ul> <p>Click one of the following links for detailed information about a report:</p> <ul> <li><a href="/support/analytics/w/documentation/answer-rate.aspx">Answer rate</a></li> <li><a href="/support/analytics/w/documentation/reply-rate.aspx">Reply rate</a></li> <li><a href="/support/analytics/w/documentation/time-to-solution.aspx">Time-to-solution</a></li> </ul> <div style="font-size: 90%;">Tags: Answer Rates, Reply Rates, Time-to-Solution</div> http://telligent.com/support/analytics/w/documentation/3674/revision/11.aspxFri, 11 Dec 2009 20:51:19 GMT92d67afb-f426-4529-b1c0-df597f24068f:14062Jenny Jarrardhttp://telligent.com/support/analytics/w/documentation/3674.aspx#commentsRevision 11 posted to Telligent Analytics Product Documentation by Jenny Jarrard on 12/11/2009 2:51:19 PM<br /> <p><img style="border:1px solid black;" src="/communities/resized-image.ashx/__size/550x250/__key/CommunityServer.Wikis.Components.Files/documentation/0160.Graph.png" alt="" /></p> <p>For many communities - especially those oriented toward support or Q/A, metrics on how quickly users received a response to a post, or how quickly a posted question was answered - can be extremely valuable.</p> <p>Some common questions we can use metrics to answer are:</p> <ul> <li>Are my users receiving responses to their questions in a timely manner?</li> <li>What percentage of posts in my forums are receiving replies?</li> <li>What percentage of questions asked in my forums are receiving answers?</li> <li>How long, on average, is it taking to receive a reply/answer?</li> <li>Who are the top answerers in my community?</li> <li>How do my moderators rank compared to one another?</li> </ul> <p>This collection of documents should fully explain some of the specific support reports used to answer these questions. Most of the reports used to answer these questions are found on the Support tab, which deals mainly with activity in the forums.</p> <p>First, to clarify a few key terms that are used in these reports:</p> <ul> <li><b>Question</b> - Post that is marked as a question by the author when posting (vs. marking the post as a discussion)</li> <li><b>Answer </b>- Reply to a post that has been verified as an answer - either by the user who posted the original question, or by an Administrator</li> <li><b>Answered post </b>- Post that has at least one reply that has been verified as an answer</li> <li><b>Suggested answer </b>- Reply to a post that has been suggested as the answer by a user, but has not yet been verified</li> <li><b>Suggested post </b>- Post that has received at least one reply that has been marked as a suggested answer</li> <li><b>Unanswered post </b>- Post that has no replies marked as a suggested answer or as a verified answer</li> </ul> <p>Click one of the following links for detailed information about a report:</p> <ul> <li><a href="/support/analytics/w/documentation/answer-rate.aspx">Answer rate</a></li> <li><a href="/support/analytics/w/documentation/reply-rate.aspx">Reply rate</a></li> <li><a href="/support/analytics/w/documentation/time-to-solution.aspx">Time-to-solution</a></li> </ul> <div style="font-size: 90%;">Tags: Answer Rates, Reply Rates, Time-to-Solution</div> http://telligent.com/support/analytics/w/documentation/3674/revision/10.aspxFri, 11 Dec 2009 19:29:05 GMT92d67afb-f426-4529-b1c0-df597f24068f:13996Jenny Jarrardhttp://telligent.com/support/analytics/w/documentation/3674.aspx#commentsRevision 10 posted to Telligent Analytics Product Documentation by Jenny Jarrard on 12/11/2009 1:29:05 PM<br /> <p><img style="border:1px solid black;" src="/communities/resized-image.ashx/__size/550x250/__key/CommunityServer.Wikis.Components.Files/documentation/0160.Graph.png" alt="" /></p> <p><span style="color:#000000;">For many communities - especially those oriented toward support or Q/A, metrics on how quickly users received a response to a post, or how quickly a posted question was answered - can be extremely valuable.</span></p> <p><span style="color:#000000;">Some common questions we can use metrics to answer are:</span></p> <ul> <li><span style="color:#000000;">Are my users receiving responses to their questions in a timely manner?</span></li> <li><span style="color:#000000;">What percentage of posts in my forums are receiving replies?</span></li> <li><span style="color:#000000;">What percentage of questions asked in my forums are receiving answers?</span></li> <li><span style="color:#000000;">How long, on average, is it taking to receive a reply/answer?</span></li> <li><span style="color:#000000;">Who are the top answerers in my community?</span></li> <li><span style="color:#000000;">How do my moderators rank compared to one another?</span></li> </ul> <p><span style="color:#000000;">This collection of documents should fully explain some of the specific support reports used to answer these questions. Most of the reports used to answer these questions are found on the Support tab, which deals mainly with activity in the forums.</span></p> <p><span style="color:#000000;">First, to clarify a few key terms that are used in these reports:</span></p> <ul> <li><span style="color:#000000;"><b>Question</b> - Post that is marked as a question by the author when posting (vs. marking the post as a discussion)</span></li> <li><span style="color:#000000;"><b>Answer </b>- Reply to a post that has been verified as an answer - either by the user who posted the original question, or by an Administrator</span></li> <li><span style="color:#000000;"><b>Answered post </b>- Post that has at least one reply that has been verified as an answer</span></li> <li><span style="color:#000000;"><b>Suggested answer </b>- Reply to a post that has been suggested as the answer by a user, but has not yet been verified</span></li> <li><span style="color:#000000;"><b>Suggested post </b>- Post that has received at least one reply that has been marked as a suggested answer</span></li> <li><span style="color:#000000;"><b>Unanswered post </b>- Post that has no replies marked as a suggested answer or as a verified answer</span></li> </ul> <p><span style="color:#000000;">Click one of the following links for detailed information about a report:</span></p> <ul> <li><span style="color:#000000;"><a href="/support/analytics/w/documentation/answer-rate.aspx">Answer rate</a></span></li> <li><span style="color:#000000;"><a href="/support/analytics/w/documentation/reply-rate.aspx">Reply rate</a></span></li> <li><span style="color:#000000;"><a href="/support/analytics/w/documentation/time-to-solution.aspx">Time-to-solution</a></span></li> </ul> <div style="font-size: 90%;">Tags: Answer Rates, Reply Rates, Time-to-Solution</div> http://telligent.com/support/analytics/w/documentation/3674/revision/9.aspxFri, 11 Dec 2009 19:28:47 GMT92d67afb-f426-4529-b1c0-df597f24068f:13967Jenny Jarrardhttp://telligent.com/support/analytics/w/documentation/3674.aspx#commentsRevision 9 posted to Telligent Analytics Product Documentation by Jenny Jarrard on 12/11/2009 1:28:47 PM<br /> <p><img style="border:1px solid black;" src="/communities/resized-image.ashx/__size/550x250/__key/CommunityServer.Wikis.Components.Files/documentation/0160.Graph.png" alt="" /></p> <p>For many communities - especially those oriented toward support or Q/A, metrics on how quickly users received a response to a post, or how quickly a posted question was answered - can be extremely valuable.</p> <p>Some common questions we can use metrics to answer are:</p> <ul> <li>Are my users receiving responses to their questions in a timely manner?</li> <li>What percentage of posts in my forums are receiving replies?</li> <li>What percentage of questions asked in my forums are receiving answers?</li> <li>How long, on average, is it taking to receive a reply/answer?</li> <li>Who are the top answerers in my community?</li> <li>How do my moderators rank compared to one another?</li> </ul> <p>This collection of documents should fully explain some of the specific support reports used to answer these questions. Most of the reports used to answer these questions are found on the Support tab, which deals mainly with activity in the forums.</p> <p>First, to clarify a few key terms that are used in these reports:</p> <ul> <li><b>Question</b> - Post that is marked as a question by the author when posting (vs. marking the post as a discussion)</li> <li><b>Answer </b>- Reply to a post that has been verified as an answer - either by the user who posted the original question, or by an Administrator</li> <li><b>Answered post </b>- Post that has at least one reply that has been verified as an answer</li> <li><b>Suggested answer </b>- Reply to a post that has been suggested as the answer by a user, but has not yet been verified</li> <li><b>Suggested post </b>- Post that has received at least one reply that has been marked as a suggested answer</li> <li><b>Unanswered post </b>- Post that has no replies marked as a suggested answer or as a verified answer</li> </ul> <p>Click one of the following links for detailed information about a report:</p> <ul> <li><a href="/support/analytics/w/documentation/answer-rate.aspx">Answer rate</a></li> <li><a href="/support/analytics/w/documentation/reply-rate.aspx">Reply rate</a></li> <li><a href="/support/analytics/w/documentation/time-to-solution.aspx">Time-to-solution</a></li> </ul> <div style="font-size: 90%;">Tags: Answer Rates, Reply Rates, Time-to-Solution</div> http://telligent.com/support/analytics/w/documentation/3674/revision/8.aspxThu, 03 Dec 2009 18:13:37 GMT92d67afb-f426-4529-b1c0-df597f24068f:13966Jenny Jarrardhttp://telligent.com/support/analytics/w/documentation/3674.aspx#commentsRevision 8 posted to Telligent Analytics Product Documentation by Jenny Jarrard on 12/3/2009 12:13:37 PM<br /> <p><img style="border:1px solid black;" src="/communities/resized-image.ashx/__size/550x250/__key/CommunityServer.Wikis.Components.Files/documentation/0160.Graph.png" alt="" /></p> <p>For many communities - especially those oriented toward support or Q/A, metrics on how quickly users got a response to a post, or how quickly a question they posted was answered, can be extremely valuable.</p> <p>Some common questions we can use metrics to answer are:</p> <ul> <li>Are my users receiving responses to their questions in a timely manner?</li> <li>What percentage of posts in my forums are receiving replies?</li> <li>What percentage of questions asked in my forums are receiving answers?</li> <li>How long, on average, is it taking to receive a reply/answer?</li> <li>Who are the top answerers in my community?</li> <li>How do my moderators rank compared to one another?</li> </ul> <p>This collection of documents should fully explain some of the specific support reports used to answer these questions. Most of the reports used to answer these questions are found on the Support tab, which deals mainly with activity in the forums.</p> <p>First, to clarify a few key terms that are used in these reports:</p> <ul> <li><b>Question</b> - Post that is marked as a question by the author when posting (vs. marking the post as a discussion)</li> <li><b>Answer </b>- Reply to a post that has been verified as an answer - either by the user who posted the original question, or by an Administrator</li> <li><b>Answered post </b>- Post that has at least one reply that has been verified as an answer</li> <li><b>Suggested answer </b>- Reply to a post that has been suggested as the answer by a user, but has not yet been verified</li> <li><b>Suggested post </b>- Post that has received at least one reply that has been marked as a suggested answer</li> <li><b>Unanswered post </b>- Post that has no replies marked as a suggested answer or as a verified answer</li> </ul> <p>Click one of the following links for detailed information about a report:</p> <ul> <li><a href="/support/analytics/w/documentation/answer-rate.aspx">Answer rate</a></li> <li><a href="/support/analytics/w/documentation/reply-rate.aspx">Reply rate</a></li> <li><a href="/support/analytics/w/documentation/time-to-solution.aspx">Time-to-solution</a></li> </ul> <div style="font-size: 90%;">Tags: Answer Rates, Reply Rates, Time-to-Solution</div> http://telligent.com/support/analytics/w/documentation/3674/revision/7.aspxWed, 02 Dec 2009 22:12:25 GMT92d67afb-f426-4529-b1c0-df597f24068f:13323Jenny Jarrardhttp://telligent.com/support/analytics/w/documentation/3674.aspx#commentsRevision 7 posted to Telligent Analytics Product Documentation by Jenny Jarrard on 12/2/2009 4:12:25 PM<br /> <p><img style="border:1px solid black;" src="/communities/resized-image.ashx/__size/550x250/__key/CommunityServer.Wikis.Components.Files/documentation/0160.Graph.png" alt="" /></p> <p>For many communities - especially those oriented toward support or Q/A, metrics on how quickly users got a response to a post, or how quickly a question they posted was answered, can be extremely valuable.</p> <p>Some common questions we can use metrics to answer are:</p> <ul> <li>Are my users receiving responses to their questions in a timely manner?</li> <li>What percentage of posts in my forums are receiving replies?</li> <li>What percentage of questions asked in my forums are receiving answers?</li> <li>How long, on average, is it taking to receive a reply/answer?</li> <li>Who are the top answerers in my community?</li> <li>How do my moderators rank compared to one another?</li> </ul> <p>This collection of documents should fully explain some of the specific support reports used to answer these questions. Most of the reports used to answer these questions are found on the Support tab, which deals mainly with activity in the forums./p&gt;</p> <p>First, to clarify a few key terms that used in these reports:</p> <ul> <li><b>Question</b> - Post that is marked as a question by the author when posting (vs. marking the post as a discussion)</li> <li><b>Answer </b>- Reply to a post that has been verified as an answer - either by the user who posted the original question, or by an Administrator</li> <li><b>Answered post </b>- Post that has at least one reply that has been verified as an answer</li> <li><b>Suggested answer </b>- Reply to a post that has been suggested as the answer by a user, but has not yet been verified</li> <li><b>Suggested post </b>- Post that has received at least one reply that has been marked as a suggested answer</li> <li><b>Unanswered post </b>- Post that has no replies marked as a suggested answer or as a verified answer</li> </ul> <p>Click one of the following links for detailed information about a report:</p> <ul> <li><a href="/communities/technical/analytics/w/documentation/answer-rate.aspx">Answer rate</a></li> <li><a href="/communities/technical/analytics/w/documentation/reply-rate.aspx">Reply rate</a></li> <li><a href="/communities/technical/analytics/w/documentation/time-to-solution.aspx">Time-to-solution</a></li> </ul> <div style="font-size: 90%;">Tags: Answer Rates, Reply Rates, Time-to-Solution</div> http://telligent.com/support/analytics/w/documentation/3674/revision/6.aspxWed, 02 Dec 2009 22:11:32 GMT92d67afb-f426-4529-b1c0-df597f24068f:13294Jenny Jarrardhttp://telligent.com/support/analytics/w/documentation/3674.aspx#commentsRevision 6 posted to Telligent Analytics Product Documentation by Jenny Jarrard on 12/2/2009 4:11:32 PM<br /> <p><img style="border:1px solid black;" src="/communities/resized-image.ashx/__size/550x250/__key/CommunityServer.Wikis.Components.Files/documentation/0160.Graph.png" alt="" /></p> <p>For many communities - especially those oriented toward support or Q/A, metrics on how quickly users got a response to a post, or how quickly a question they posted was answered, can be extremely valuable.</p> <p>Some common questions we can use metrics to answer are:</p> <ul> <li>Are my users receiving responses to their questions in a timely manner?</li> <li>What percentage of posts in my forums are receiving replies?</li> <li>What percentage of questions asked in my forums are receiving answers?</li> <li>How long, on average, is it taking to receive a reply/answer?</li> <li>Who are the top answerers in my community?</li> <li>How do my moderators rank compared to one another?</li> </ul> <p>This collection of documents should fully explain some of the specific support reports used to answer these questions. Most of the reports used to answer these questions are found on the Support tab, which deals mainly with activity in the forums./p&gt;</p> <p>First, to clarify a few key terms that used in these reports:</p> <ul> <li><b>Question</b> - Post that is marked as a question by the author when posting (vs. marking the post as a discussion)</li> <li><b>Answer </b>- Reply to a post that has been verified as an answer - either by the user who posted the original question, or by an Administrator</li> <li><b>Answered post </b>- Post that has at least one reply that has been verified as an answer</li> <li><b>Suggested answer </b>- Reply to a post that has been suggested as the answer by a user, but has not yet been verified</li> <li><b>Suggested post </b>- Post that has received at least one reply that has been marked as a suggested answer</li> <li><b>Unanswered post </b>- Post that has no replies marked as a suggested answer or as a verified answer</li> </ul> <p>Click one of the following links for detailed information about a report:</p> <ul> <li><a href="/communities/technical/analytics/w/documentation/answer-rate.aspx">Answer rate</a></li> <li><a href="/communities/technical/analytics/w/documentation/reply-rate.aspx">Reply rate</a></li> <li><a href="/communities/technical/analytics/w/documentation/time-to-solution.aspx">Time-to-solution</a></li> </ul> <div style="font-size: 90%;">Tags: Answer Rates, Reply Rates, Time-to-Solution</div> http://telligent.com/support/analytics/w/documentation/3674/revision/5.aspxWed, 02 Dec 2009 17:02:28 GMT92d67afb-f426-4529-b1c0-df597f24068f:13293Jenny Jarrardhttp://telligent.com/support/analytics/w/documentation/3674.aspx#commentsRevision 5 posted to Telligent Analytics Product Documentation by Jenny Jarrard on 12/2/2009 11:02:28 AM<br /> <p><img src="/communities/resized-image.ashx/__size/550x250/__key/CommunityServer.Wikis.Components.Files/documentation/0160.Graph.png" border="0" alt="" /></p> <p>For many communities, especially those that are oriented towards support or Q/A, metrics on how quickly users got a response to a post, or how quickly a question they posted was answered, can be extremely valuable.<br /><br />Some of the common questions we are seeking to answer with these reports are:</p> <ul> <li>Are my users receiving responses to their questions in a timely manner?</li> <li>What percentage of posts in my forums are receiving replies?</li> <li>What percentage of questions asked in my forums are receiving answers?</li> <li>How long is it taking on average to receive a reply/answer?</li> <li>Who are the top answerers in my community?</li> <li>How do my Moderators rank compared to one another?</li> </ul> <p><br /><br />This collection of documents should fully explain some of the specific Support reports used to answer these questions.<br /><br />Most of the reports used to answer these types questions are found on the Support tab, which deals mainly with activity in the Forums.<br /><br />First, let&#39;s clarify a few key terms that are used in these reports:</p> <ul> <li>Question: a Post that is marked as a Question by the author when posting (vs marking the post as a Discussion)</li> <li>Answer: a Reply to a post that has been verified as an Answer, either by the user who posted the original question, or by an Administrator</li> <li>Answered Post: a Post that has at least one reply that has been verified as an Answer</li> <li>Suggested Answer: a Reply to a post that has been Suggested as the Answer by a user, but has not yet been Verified</li> <li>Suggested Post: a Post that has received at least one reply that has been marked as a Suggested Answer</li> <li>Unanswered Post: a Post that has no replies marked as a Suggested Answer or as a Verified Answer</li> </ul> <p>&nbsp;</p> <p>Click one of the following links for detailed information about a report:</p> <p>[[Answer Rate]]</p> <p>[[Reply Rate]]</p> <p>[[Time-to-Solution]]</p> <div style="font-size: 90%;">Tags: Answer Rates, Reply Rates, Time-to-Solution</div> http://telligent.com/support/analytics/w/documentation/3674/revision/4.aspxWed, 09 Sep 2009 17:05:54 GMT92d67afb-f426-4529-b1c0-df597f24068f:13253JanaCarter [Telligent]http://telligent.com/support/analytics/w/documentation/3674.aspx#commentsRevision 4 posted to Telligent Analytics Product Documentation by JanaCarter [Telligent] on 9/9/2009 12:05:54 PM<br /> <p><img src="/communities/resized-image.ashx/__size/550x250/__key/CommunityServer.Wikis.Components.Files/documentation/0160.Graph.png" border="0" alt="" /></p> <p>For many communities, especially those that are oriented towards support or Q/A, metrics on how quickly users got a response to a post, or how quickly a question they posted was answered, can be extremely valuable.<br /><br />Some of the common questions we are seeking to answer with these reports are:</p> <ul> <li>Are my users receiving responses to their questions in a timely manner?</li> <li>What percentage of posts in my forums are receiving replies?</li> <li>What percentage of questions asked in my forums are receiving answers?</li> <li>How long is it taking on average to receive a reply/answer?</li> <li>Who are the top answerers in my community?</li> <li>How do my Moderators rank compared to one another?</li> </ul> <p><br /><br />This collection of documents should fully explain some of the specific Support reports used to answer these questions.<br /><br />Most of the reports used to answer these types questions are found on the Support tab, which deals mainly with activity in the Forums.<br /><br />First, let&#39;s clarify a few key terms that are used in these reports:</p> <ul> <li>Question: a Post that is marked as a Question by the author when posting (vs marking the post as a Discussion)</li> <li>Answer: a Reply to a post that has been verified as an Answer, either by the user who posted the original question, or by an Administrator</li> <li>Answered Post: a Post that has at least one reply that has been verified as an Answer</li> <li>Suggested Answer: a Reply to a post that has been Suggested as the Answer by a user, but has not yet been Verified</li> <li>Suggested Post: a Post that has received at least one reply that has been marked as a Suggested Answer</li> <li>Unanswered Post: a Post that has no replies marked as a Suggested Answer or as a Verified Answer</li> </ul> <p>&nbsp;</p> <p>Click one of the following links for detailed information about a report:</p> <p>[[Answer Rate]]</p> <p>[[Reply Rate]]</p> <p>[[Time-to-Solution]]</p> <div style="font-size: 90%;">Tags: Answer Rates, Reply Rates, Time-to-Solution</div> http://telligent.com/support/analytics/w/documentation/3674/revision/3.aspxWed, 09 Sep 2009 15:25:36 GMT92d67afb-f426-4529-b1c0-df597f24068f:9584Andrew Hemmingshttp://telligent.com/support/analytics/w/documentation/3674.aspx#commentsRevision 3 posted to Telligent Analytics Product Documentation by Andrew Hemmings on 9/9/2009 10:25:36 AM<br /> <p>For many communities, especially those that are oriented towards support or Q/A, metrics on how quickly users got a response to a post, or how quickly a question they posted was answered, can be extremely valuable.<br /><br />Some of the common questions we are seeking to answer with these reports are:</p> <ul> <li>Are my users receiving responses to their questions in a timely manner?</li> <li>What percentage of posts in my forums are receiving replies?</li> <li>What percentage of questions asked in my forums are receiving answers?</li> <li>How long is it taking on average to receive a reply/answer?</li> <li>Who are the top answerers in my community?</li> <li>How do my Moderators rank compared to one another?</li> </ul> <p><br /><br />This collection of documents should fully explain some of the specific Support reports used to answer these questions.<br /><br />Most of the reports used to answer these types questions are found on the Support tab, which deals mainly with activity in the Forums.<br /><br />First, let&#39;s clarify a few key terms that are used in these reports:</p> <ul> <li>Question: a Post that is marked as a Question by the author when posting (vs marking the post as a Discussion)</li> <li>Answer: a Reply to a post that has been verified as an Answer, either by the user who posted the original question, or by an Administrator</li> <li>Answered Post: a Post that has at least one reply that has been verified as an Answer</li> <li>Suggested Answer: a Reply to a post that has been Suggested as the Answer by a user, but has not yet been Verified</li> <li>Suggested Post: a Post that has received at least one reply that has been marked as a Suggested Answer</li> <li>Unanswered Post: a Post that has no replies marked as a Suggested Answer or as a Verified Answer</li> </ul> <p>&nbsp;</p> <p>Click one of the following links for detailed information about a report:</p> <p>[[Answer Rate]]</p> <p>[[Reply Rate]]</p> <p>[[Time-to-Solution]]</p> <div style="font-size: 90%;">Tags: Answer Rates, Reply Rates, Time-to-Solution</div> http://telligent.com/support/analytics/w/documentation/3674/revision/2.aspxWed, 09 Sep 2009 15:20:43 GMT92d67afb-f426-4529-b1c0-df597f24068f:9574Andrew Hemmingshttp://telligent.com/support/analytics/w/documentation/3674.aspx#commentsRevision 2 posted to Telligent Analytics Product Documentation by Andrew Hemmings on 9/9/2009 10:20:43 AM<br /> <p>For many communities, especially those that are oriented towards support or Q/A, metrics on how quickly users got a response to a post, or how quickly a question they posted was answered, can be extremely valuable.<br /><br />Some of the common questions we are seeking to answer with these reports are:</p> <ul> <li>Are my users receiving responses to their questions in a timely manner?</li> <li>What percentage of posts in my forums are receiving replies?</li> <li>What percentage of questions asked in my forums are receiving answers?</li> <li>How long is it taking on average to receive a reply/answer?</li> <li>Who are the top answerers in my community?</li> <li>How do my Moderators rank compared to one another?</li> </ul> <p><br /><br />This collection of documents should fully explain some of the specific Support reports used to answer these questions.<br /><br />Most of the reports used to answer these types questions are found on the Support tab, which deals mainly with activity in the Forums.<br /><br />First, let&#39;s clarify a few key terms that are used in these reports:</p> <ul> <li>Question: a Post that is marked as a Question by the author when posting (vs marking the post as a Discussion)</li> <li>Answer: a Reply to a post that has been verified, either by the user who posted the original question, or by an Administrator</li> <li>Answered Post: a Post that has at least one reply that has been verified as an Answer</li> <li>Suggested Answer: a Reply to a post that has been suggested as the answer by another user, but has not yet been verified</li> <li>Suggested Post: a Post that has received at least one reply that has been marked as a suggested answer</li> <li>Unanswered Post: a Post that has no replies marked as a suggested answer or as a verified answer</li> </ul> <p>&nbsp;</p> <p>Click one of the following links for detailed information about a report:</p> <p>[[Answer Rate]]</p> <p>[[Reply Rate]]</p> <p>[[Time-to-Solution]]</p> <div style="font-size: 90%;">Tags: Answer Rates, Reply Rates, Time-to-Solution</div> http://telligent.com/support/analytics/w/documentation/3674/revision/1.aspxWed, 09 Sep 2009 15:16:37 GMT92d67afb-f426-4529-b1c0-df597f24068f:9573Andrew Hemmingshttp://telligent.com/support/analytics/w/documentation/3674.aspx#commentsRevision 1 posted to Telligent Analytics Product Documentation by Andrew Hemmings on 9/9/2009 10:16:37 AM<br /> <p>For many communities, especially those that are oriented towards support or Q/A, metrics on how quickly users got a response to a post, or how quickly a question they posted was answered, can be extremely valuable.<br /><br />Some of the common questions we are seeking to answer with these reports are:</p> <ul> <li>Are my users receiving responses to their questions in a timely manner?</li> <li>What percentage of posts in my forums are receiving replies?</li> <li>What percentage of questions asked in my forums are receiving answers?</li> <li>How long is it taking on average to receive a reply/answer?</li> <li>Who are the top answerers in my community?</li> <li>How do my Moderators rank compared to one another?</li> </ul> <p><br /><br />This collection of documents should fully explain some of the specific Support reports used to answer these questions.<br /><br />Most of the reports used to answer these types questions are found on the Support tab, which deals mainly with activity in the Forums.<br /><br />First, let&#39;s clarify a few key terms that are used in these reports:</p> <ul> <li>Question: a Post that is marked as a Question by the author when posting (vs marking the post as a Discussion)</li> <li>Answer: a Reply to a post that has been verified, either by the user who posted the original question, or by an Administrator</li> <li>Answered Post: a Post that has at least one reply that has been verified as an Answer</li> <li>Suggested Answer: a Reply to a post that has been suggested as the answer by another user, but has not yet been verified</li> <li>Suggested Post: a Post that has received at least one reply that has been marked as a suggested answer</li> <li>Unanswered Post: a Post that has no replies marked as a suggested answer or as a verified answer</li> </ul> <p>&nbsp;</p> <p>Click one of the following links for detailed information about a report:</p> <div style="font-size: 90%;">Tags: Answer Rates, Reply Rates, Time-to-Solution</div>