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Casstastr0phee
Contributor ⭐️⭐️⭐️⭐️⭐️
January 18, 2021
Released

Improved Success Dashboards: Filtering by Roles

Related products:CC Analytics & Reporting
  • January 18, 2021
  • 16 replies
  • 163 views

From what I understand (and from what @daniel.boon has explained), by default (with no filters applied), questions answered by peer in the Success Dashboard does not take into account custom user roles, so  it’s not possible to segment the Answered by Peer metric based on employee vs partner vs actual peers. In general, its just pretty misleading to say “Answered by Peers” but its really a combination of all user roles. 

I think this is a huge missed opportunity in segmenting data to show which of your custom roles are most effective in answering questions. For instance, its far more effective to say that 56% of peers are answering questions, than to say that 56% of combined peers, partners and employees are answering questions. I’d like to know specifically what the contributions of each are, because each area will require a different type of education and lever pulled to grow the program at scale. 

Thanks for considering this! 
-Cass. 
p.s. tagging @Kgastaldo for visibility! 
 

16 replies

Daniele Cmty
Helper ⭐️⭐️
February 25, 2022

Hi @anirbandutta:

“Answering” = Having written a comment that has been marked as best answer
“replying” = writing any comment.

Hope that helps!

Casstastr0phee
Contributor ⭐️⭐️⭐️⭐️⭐️
April 14, 2022

@Daniele Cmty 
I suppose better 6months later than never – I was twiddling around with this a while ago, and I believe you can do this painfully manually by exporting a .csv and sorting by user roles. I vaguely remember working with Julian on trying to determine how many answers/questions were given from partners and customers, and excluded admins, employees, cms, etc from the user roles and did the calculations that way. It should be able to give you a pretty clean number, but if you have a Partner program/incentive like I did, then you’d have to pare it down again based on user role that way. Clearly still think it would be great if we got the true percentage. 

I follow Julian's nose, it always knows
Aleksandra
Gainsight Product Manager
July 25, 2022

Hi

In response to this idea we prepared some changes in Success Dashboard. You can read more about the proposed design in this article Dashboards Improvements: Success Dashboard. I would love to hear your feedback on it. 

Aleksandra
Aleksandra
Gainsight Product Manager
November 30, 2022
Open→Added to Backlog
Aleksandra
Aleksandra
Gainsight Product Manager
November 30, 2022
Updated idea statusAdded to Backlog→Under Construction
Aleksandra
Aleksandra
Gainsight Product Manager
November 30, 2022
Under Construction→Delivered
Aleksandra