Idea: Add filter options in Analytics in the Content and Q&A Dashboards (or as general filters in the Advanced Dashboards lists) to delineate between Solved and Open Questions, including (if possible) page view counts and dates for when questions were marked as Solved.
Example: If I access the Content Dashboard, select a date or date range, and filter by Content Type → Question, I want to be able to further delineate Open, Solved, or Both for Questions. This would allow me to see page views for Solved and Open questions during that period. Additional widgets related to “Questions Marked as Solved” during that date range would be nice.
Use Case: We rely on customer self-service via Q&A to deflect Support cases. Via generally accepted ticket deflection metrics, we can attribute deflected cases to X amount of page views on both Solved questions and general help content.
We are beginning to heavily incentivize members to answer questions and mark them as Solved (or “Best Answer” in our case). It is important for us to be able to see information about questions over time, including which are Open, which are Solved, and to delineate when a question was marked as Solved.
Thank you!
