Answer rate information is located on the Support tab of Telligent Analytics 3.0.

The Answer Rate report breaks down the percentage of questions being answered in your community forums, as well as how much time elapses, on average, before the questions are answered.

The Answer Rate line chart has four lines, each showing the percentage of questions answered for each day within a specific range of time. The lines include:

  • 1-Day: Percentage of questions asked on this day that received an answer within 24 hours.
  • 3-Day: Percentage of questions asked on this day that received an answer within 72 hours.
  • 7-Day: Percentage of questions asked on this day that received an answer within 168 hours.
  • Overall: Percentage of questions asked on this day that ever received an answer.

Note: If all answer rates on a given day are 0%, the reason might be that no questions were asked on that day.

The Answer Rate - Site Wide scorecard report shows the 1-Day, 3-Day, 7-Day, and Overall scores (similar to those in the line chart) for the entire span of the currently selected date range.

For example, if the 1-Day value is 19%, and the currently selected time line range is default, this means that out of all questions asked within the default span of the previous month and the current month, 19% of the questions were answered within 24 hours of being posted.

This report also shows the total Question Volume, which is the total number of questions posted during the selected date range.

The Answer Rate for Groups and Forums report shows the same values as the Site-Wide Answer Rate report does, but these (group and forum) values are broken out into statistics per forum. For a forum to display on this report, it must receive at least one question during the selected date range.

This table report also includes two additional columns: Reply rate for this forum and Avg time-to-solution:

  • Reply rate shows the average length of time for each post in this forum (whether a question or a discussion) to receive a reply. This value is calculated by adding the duration between original post and first reply for all posts in this forum made during the selected date range, then dividing the total durations by the total number of threads posted during the selected date range.

  • Avg time-to-solution shows the average time before each post in this forum (marked as a question) receives an answer. This value is calculated by adding the duration between original post and first verified answer for all answered posts in this forum made during the selected date range, then dividing this duration total by the total number of answered threads posted during the selected date range.

Related information

Answer rate reports