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We have an extremely active group of customers who moderate for us. We don’t consider them employees. When running reports, we like to focus on that peer to peer engagement and questions answered by non-employees. However as it’s setup now, the default ‘mod’ role is considered an employee and really skews our metrics. 

 

Adding control permissions on the front end (Control box in the lower right hand corner) to custom roles would really help us out so that they can continue to moderate effectively and efficiently for us. 

 

 

Hi @freydrew, thanks for the idea! I have some questions:

  1. What’s the current primary and custom user role of these active customers? If it’s a custom role, which role permission do they have now?
  2. What’s the main challenge here - is it about not having access to control? Or an easy way to access control (control box in the lower right-hand corner)? 
Updated idea status New → Open

Hey, @xiaoyu-shen sure thing. 

Currently, these users (power users primarily) are set to Mods as the primary role and have various custom roles that allow them access to certain areas of the forum (betas, moderator forum, etc.) 

The main area of focus for us is for reporting. We want to accurately capture non-employee engagement and p2p answers. Our power users are not employees and are all customers. So when we report up to show the effectiveness of the community, that ‘answered by peer’ metric is actually much lower than it should be as they are set to a primary role of Moderator (which is counted as an employee). 

If we were to change that Mod primary role, the little control button in the lower right-hand corner will disappear and honestly cause an uproar within our power user base. 

 

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