Staff activity on Community.. what are you tracking?

Question

Hi everyone,

I just wanted to get some thoughts from my fellow Vanilla Community Managers 😀. I've been working with our support team recently to push more of our staff in participating on our Community. The team leads would like to get an understanding of how much activity the team is contributing over a week/month.

I've created a specific dashboard with some basic charts that counts post activity filtered by these staff members; both as a collective and individually.

I'm a bit of a noob when it comes to building out analytics so just wanted to get some ideas on what sort of activity metrics you're tracking for staff activity on your Community?

I've been a bit of a one-man-band so its been great to get more folks participating and I'd like to be able to showcase this.

Rav Singh · Answer

Awesome @Genevieve P!

It definitely sounds like we have some similarities with both of us leading support-centric communities 😊. I've got the same setup where our staff role is automatically provisioned by domain and I love your page views and engagement charts, that is actually a really cool idea 😍

Thanks so much for sharing 🙌

PiperWilson · Answer

@Genevieve P - That's fantastic!

Genevieve P · Answer

Hey @Rav Singh

We have a Role automatically applied to our Employees based on Domain. Because of this, I can filter by Admin (our Community team) and by Employee to see different data points.

The "Null" points are Comments.  Here's the chart settings I used.

The Ideal is that Employees are posting Discussions (Announcements) + Comments (answers or responses).

However I use this to see in that middle chart if any general Employee (non-Community team) is posting a question (which is not ideal) or product idea (again, not ideal).

Since we're primarily a support forum, sometimes new employees don't understand how to use it when they're learning about our platform and post their own support questions or feedback instead of using internal channels during training 🤦‍♀️. As all employees have the role of "Employee" we want to engage as the experts of our product in the forum, not as new users.

I like your breakdown showing posts per-user! You can also surface the actual posts versus just the counts, if it's helpful:

I also track what categories our Employees are posting in:

Cheers,

Genevieve