What is the difference between "Questions solved" and "Answers accepted"?

Tmetcalf · 2025-02-11T15:34:51+00:00

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Good day Community,
I launched my new community last week and am creating analytics to understand my membership activity and community health. I am working with the Q&A tab in Analytics and seeking the definitions for the following please:

Questions answered
Questions solved
Answers added
Answers accepted

Thank you for your help.
Cheers,
Toby

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Accepted answers

Genevieve P

Hi @Tmetcalf

This is how I understand them:

Questions answered - how many question type of posts receive any sort of comment
Questions solved - how many question type of posts have an accepted answer (best answer) associated with them
Answers added - how many comments were posted on a Question type of post
Answers accepted - how many of those comments were accepted as the "best answer"

Here's a scenario:

You have 3 questions in your community:

Question - 1 comment, no "yes" or "no" clicked, so no "Best Answer" yet
Question - 2 comments, 1 selected as the "Best Answer"
Question - 3 comments, 2 selected as the "Best Answer"

If that was the case, this is how the numbers would be represented:

Questions answered - 3
Questions solved - 2
Answers added - 6
Answers accepted - 3

Notice how even though only 2 questions were "solved", there are three comments selected as "Best" so the Answers Accepted is higher than Questions solved.

Again, this is my personal understanding so if someone from Vanilla has a different answer I would be very interested to hear! But I think this is right.

Cheers,
Genevieve

BrendanP

https://success.vanillaforums.com/discussion/comment/10043#Comment_10043

This is exactly right. If you copy the dashboard over and edit the default Q&A charts you'll see how this is differentiated.

System

@Tmetcalf and @Genevieve P, wanted to share here the result of the investigation about why the 2 numbers are different…in the ROI dashboard, the function is set as 'count', so you are seeing all page views while the customer dashboard you created is showing just 'unique count', so only counting each member who views the answer 1 time regardless or how many times they visited that particular page. I can see the value of having both, as they give a broader story about the behaviors of customers…hopefully that helps!

All comments

Genevieve P

Hi @Tmetcalf

This is how I understand them:

Questions answered - how many question type of posts receive any sort of comment
Questions solved - how many question type of posts have an accepted answer (best answer) associated with them
Answers added - how many comments were posted on a Question type of post
Answers accepted - how many of those comments were accepted as the "best answer"

Here's a scenario:

You have 3 questions in your community:

Question - 1 comment, no "yes" or "no" clicked, so no "Best Answer" yet
Question - 2 comments, 1 selected as the "Best Answer"
Question - 3 comments, 2 selected as the "Best Answer"

If that was the case, this is how the numbers would be represented:

Questions answered - 3
Questions solved - 2
Answers added - 6
Answers accepted - 3

Notice how even though only 2 questions were "solved", there are three comments selected as "Best" so the Answers Accepted is higher than Questions solved.

Again, this is my personal understanding so if someone from Vanilla has a different answer I would be very interested to hear! But I think this is right.

Cheers,
Genevieve

BrendanP

https://success.vanillaforums.com/discussion/comment/10043#Comment_10043

This is exactly right. If you copy the dashboard over and edit the default Q&A charts you'll see how this is differentiated.

Tmetcalf

Thank you @Genevieve P and @BrendanP
Enjoying our new community and Vanilla's features: as with any new tool/platform, there are specific nomenclatures to clarify. Great stuff.

Cheers,
Toby

Genevieve P

@Tmetcalf

If you're digging into Accepted Answers, a chart I've built for our Community looks at who clicked on the "Yes" to accept the answer.

Did the OP come realize that was something to select? Or did our Moderation team manually accept it for them?

It helps us understand moderator workload and also delve into how we can make the little "yes/no" options more obvious.

Tmetcalf

Thank you @Genevieve P
I am also looking into a chart to show, correct answers viewed; this tells me members are using community as a knowledge base; in past communities, I have seen this as a solid metric.
My questions Genevieve: do my filters look correct and are you using something similar?

Thank you

Genevieve P

Oh this is a great idea!

We track views overall- I haven't thought about filtering how you did (accepted + customer).

It looks right to me. I'll test it on our site! Thanks for the idea.

Genevieve P

@Tmetcalf

Are you looking for unique user views? Or overall views? (So the same user looking at multiple answers = 1 or multiple?)

Tmetcalf

https://success.vanillaforums.com/discussion/comment/10091#Comment_10091

Hi @Genevieve P -
Thank you for your responses and help!
It turns out, Vanilla provides this number in Analytics > ROI > Views of Accepted Answers.
Unlike other built-in dashboards, I cannot copy the report to understand how this is calculated: when I tried to recreate it (above), my number was different than the OOTB report.
I am building my own community health dashboard using different parts from OOTB reports so everything is within one dashboard, but Views of Accepted Answers is elusive.
The Vanilla Team is helping me 😁👍️

Cheers!
Toby

System

Tmetcalf

@Genevieve P Support for the win and I believe I have it.
This matches the ROI report and provides Total Views of Accepted Answsers.

If you want unique:

Dashboard work continues.
Cheers,
Toby

Genevieve P

Awesome! Thanks for sharing!

Tmetcalf

Thank you @Heather Wendt 😍

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