Improved Success Dashboards: Filtering by Roles

Thanks for sharing this idea @Casstastr0phee!

Makes sense that you need to segment the answered by peer metric to get insights about how to take action on it / what’s really going on :)!

thanks @daniel.boon! 

Oh good, I had the same issue.  It looks like peer is not saying ‘for each question asked by role X, how many are answered by role X, but how many are answered by a registered user….which for us is everyone.

What I REALLY want to see is how often a question was asked by a customer and answered by any role that is not internal.  My understanding of the filtering of roles is that it limits questions asked by that role, not necessarily questions answered by that role.

To make things easier, I should be able to define what a ‘peer’ means (i.e these 4 roles are customers, all else is Internal).

thanks, @daniel.boon , though it looks like I’m the only one who voted on either so we’re still only at 1 vote :-)

My understanding of the filtering of roles is that it limits questions asked by that role, not necessarily questions answered by that role.

Hey @mstruening! Agree that the filtering is misleading here, and I’m 100% in agreement that it would great to be able to define “peers”. Our community has a handful of different roles, including Partners, Customers and Employees, so it would be great if I could see the metrics for Answered by Peers filtered by customers (or registered users in this case), Partners or Employees (or a combination of customers and partners). 

Same!  Our current metric is like 75% or so which sounds great, but just about everyone is a Registered User :-)

Glad I found this topic! This just shattered our understanding of this metric. Our number lies around 70%, and we were convinced that 70% of customer questions were answered by other customers, which is a lovely stat. Too bad it’s not true 💔

We must have misunderstood the “answered by peer” metric to this day. We always thought that “peer” means the same custom role as the topic author, but it just means any user that is not an Admin or a Super User. We have plenty of staff members from customer service who answer questions who are “Registered Users” with an extra Custom Role “Employee”.

To measure the success of our Community, we would really want to know how much % of customer questions were answered by other customers (we have a custom role for that).

Therefore, I give a big upvote to this one 😊

In the meantime: has anybody figured out a workaround/solution to measure how many (or % of) questions have been answered by a specific custom role?

Would really appreciate some input!
Thanks you :)

Same usecase and thankful to everyone for debating and expanding on this.

Btw, a more basic Q: What is considered ‘Answering’ - Is it any responses to the thread, like what we are having here, or only when a particular response is ‘Marked as correct’ which is a good behaviour, but is an overhead that I’d like to promote as the Cmgr? @mstruening , @Daniele Cmty , @Casstastr0phee , @daniel.boon ?