Community Metrics - what are you tracking?

17 コメント

  • Jeff Guyette
    コメントアクション Permalink

    Hi Brenda,

    We don't make much use of the default reporting. Sure it provides a little bit of information about which articles were looked at, but we were interested in finding out a bit more, like what our users were searching for, bounce rates, distribution of who was visiting from what locations, etc. 

     

    With those needs not able to be met by the native reporting in the Help Center, we've opted to use Google Analytics to get us what we wanted.

    So far so good.

     

     

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  • Brenda L.
    コメントアクション Permalink

    Thanks for your feedback, Jeff. We are definitely looking to use Google Analytics in the future!

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  • Andrew Wiech
    コメントアクション Permalink

    For Help Center, we've been tracking some engagement based on posts and comments in the community on a weekly basis. We also look at percentage of community posts unanswered and our agents work to drive that done. 

    I haven't had too much luck digging some insights out of GA for the community. Anything you might recommend I look at? 

    1
  • Jessie Schutz
    コメントアクション Permalink

    Hey Andrew!

    I'd be interested in finding out more about how you're tracking and reporting on that engagement. We encounter the same reporting challenges in Help Center as our customers do, and I'm always on the look-out for new ideas. 

    1
  • Andrew Wiech
    コメントアクション Permalink

    Right now, we're just tracking a count of activity in the help center. Not exactly an ideal metric and our executive team is asking for more when it comes to community engagement. Wish it was something a little more like social metrics. Maybe tracking interactions or impressions. I want to tell a story that our clients are collaborating but there's not really a good way to do that. 

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  • Wes Drury
    コメントアクション Permalink

    @Andrew - You can track a good bit of things in the Help Center with Google Analytics.  You can put code in place that will track every time someone clicks on a certain links, buttons, social events, etc.

    Below is how you would track social events

    // GA.social share element
    $('.share a').on('click', function(e) {
    var $this = $(this),
    path = window.location.pathname;
    ga('send', 'event', 'Social Share', type, path);
    });

    I know Brenda's team is tracking all kind of HC events, they have tons of code dedicated to tracking through GA.  You may can reach out to her for more details on all the events they are tracking.

    1
  • Andrew Wiech
    コメントアクション Permalink

    Thanks, Wes! This is helpful. 

    I'd be curious to see what other Zendesk administrators are using for community targets or benchmarks? 

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  • Andrew Wiech
    コメントアクション Permalink

    Just closing the loop here. Here's what we're hoping to measure with some help from Engineering to build us a script to automate the process. This will be our overall engagement metric that we run weekly and monthly. 

    - Index all users  with /users.json
        - will need to be a script because it's paginated and only pulls 100 users at a time.
    - filter out employees

    Once a user list is indexed, pull queries on the following to see use
    based on ID number.
    - /votes.json
    - /subscriptions.json
    - /posts.json
    - /comments.json

    Show a list of users that have activity over the past week
    - List of users with activity
    - Count of activity over the week
       - # of comments
       - # of votes
       - # of post
       - # of subscriptions added

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  • Mary Paez
    コメントアクション Permalink

    We need to measure Customer activity and our Support Engineer productivity within the Community (separate from article creation).  We would like to be able to export this information monthly for a report to management.

    We need to know the following:

    Customer Activity

    • Number of Product (we have 4) community questions have come in for the current month?
    • How many questions are unanswered for a given timeframe?
    • How many votes per question?

    Support Engineer  (SE) Activity

    • How many questions or comments has each SE answered for a given timeframe?
    • How many Questions has an SE posted to the Community for a given timerame?

    Can you let me know if there are any other measures available from the community and if these are easy to obtain

     

     

    1
  • Mary Paez
    コメントアクション Permalink

    It would be nice if Zendesk has a built-in report that they can send a link to it to show how to capture similar information to show Community activity.

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  • Nicole - Community Manager
    コメントアクション Permalink

    Hey Mary - 

    To clarify, are you looking for a report on Community activity, or a link to information about how to create a report? 

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  • Mary Paez
    コメントアクション Permalink

    Yes.  What kind of information can I get from a community report? Is it easy to filter out Support Agent activity from customer activity? can we export to a csv file? etc.

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  • Jessie Schutz
    コメントアクション Permalink

    Hey Mary!

    You can find Community data in the Reporting Overview in your agent interface. Just click on the bar graph icon in your left-hand toolbar, and click on the Community tab. This will give you a high level view of your Community activity. It's important to note, though, that it won't filter out agent activity.

    At this time, I'm afraid, it's not possible to get more granular with Community reporting. At the moment the data isn't available in Insights (it's an enormous undertaking to get the thousands of events added), so your options are fairly limited.

    I would definitely recommend looking to using Google Analytics to supplement your Community reporting as well. I wish I had better information to give you on this...it's a pain point for our Community Team, too.

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  • Mary Paez
    コメントアクション Permalink

    It's important for us to filter out the Agent activity as this is part of a performance measure.  We need to know where their time is being spent.  So, I would ask that this be a consideration in the product.

    Thank you

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  • Mary Paez
    コメントアクション Permalink

    Also, we have created 4 communities (one per product) for Q&A - how can we see a breakdown in activity within each community.

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  • Jessie Schutz
    コメントアクション Permalink

    Hi Mary,

    Our Product team is definitely aware of the reporting needs in the Community product. At the moment, there aren't any plans to make any changes to the way things currently function, but I'l be sure to let you know if anything changes!

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  • Nicole - Community Manager
    コメントアクション Permalink

    Update: reporting on the Help Center is currently planned to be included in Explore. We will provide further updates as they become available. 

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