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Hi @dgutierrez_ML
Our Community recently adopted the use of an automation rule to tag questions that had been unanswered for 24 hours with a specific tag name.

We partner with members of our Support Team to monitor the url for the named tag and assign questions to specific agents to help us respond to those unanswered questions.

That helps us to strike a balance between ensuring our members are connecting with each other and that everyone's hearing back.

We also start our Community Mornings by filtering all discussions for those that are "unresolved." Questions that are unresolved and can't be answered by a Community Team member are also tagged and assigned.

Something I like about this approach is that with that new automation- even questions from social groups get our attention. However, if we've posted a discussion- it can wind up getting the automated tag. So, in those cases we remove it ourselves.

For tracking- we maintain a tracker sheet outside of Community (although available for staff to see from a Staff Only Widget posted to the hoempage) to recognize agents who go above and beyond their assignments and we recognize them with awards and in our monthly newsletter.

I'd love to hear more about how you set up and track, and the SLA you're aiming at too!