š NOTE: It is assumed you know how to create custom Dashboards and Charts, and have an understanding of chart Types, Presets, and Metrics. If not,Ā read this articleĀ before proceeding.
When building your own Dashboard Charts, you can pull data from variousĀ data sourcesĀ to view different types of analytics events.
In this article, we're going to focus on theĀ Escalation data source, which tracks data about:
- the users who escalate content,
- the authors of the escalated content
- the Category and/or Discussion where the escalated content resides,
- the sentiment score associated with the escalated content,
- and more.
Examples
- Group or filter data via the content location options, such as Category Name or Discussion Name, to see from where escalated content is originating. This can help you diagnose if certain discussions are a source of problem content more than others.
- Group or filter data via the Discussion Author options to understand who's content is being escalated. This can help pinpoint specific users who may be responsible for unwanted community content.
- Group or filter data via the Escalating User options to see who is escalating content in your community.
- Better understand where content is being converted into articles and used to generate content
- Better understand what areas of your community are generating support tickets, generating escalation tickets that require follow up, or are requiring community management. This can help you learn:
- what topics might need better documentation,
- what areas of your application are generating bugs,
- and how many tickets are originating from your Vanilla community to better plan staffing levels.
Filter Chart data
Controlling what data is shown in a Chart is accomplished via theĀ Group ByĀ andĀ FilterĀ options.
- TheĀ Group ByĀ options (available for pie graphs, line graphs, bar graphs, and tables) enable you to view specific escalation data.
- Use FiltersĀ to drill intoĀ orĀ excludeĀ specific escalation data.
āļøĀ TIP: You can add one or multiple Group By and Filter options to dissect the data how you see fit. Generally speaking, you'll select Group By options to view a specific slice of data, and, if needed, use Filters to dig deeper.
Let's learn about each of the available Group By and Filter options:
šĀ NOTE: These options can be used both to group and filter data.
Escalation data
You can group and/or filterĀ Escalation dataĀ based on the following event parameters:
- Type: Currently, this data will likely display as "escalatePost."
- Destination: Indicates the third-party application the escalation was sent to (Zendesk, Jira, Salesforce (case/lead) or Github).
- Source Post Type: Shows the type of post that was escalated (e.g., discussion, question, etc.).
Escalating user data
You can group and/or filterĀ data about the user who escalated a post based on the following event parameters:
- Escalating User Name: The name of the user who escalated the post.
- Escalating User Rank: The rank of the user who escalated the post.
- Escalating User Role Type: The Role type of the user who escalated the post.
- Escalating User Role Name: The Role name of the user who escalated the post.
- Escalating User Role ID: The Role ID of the user who escalated the post.
- Escalating User Session ID: The session ID of the user who escalated the post.
- Escalating User ID: The ID of the user who escalated the post.
- Escalating User UUID: The UUID of the user who escalated the post.
Discussion author data
You can group and/or filterĀ data about the author of the post based on the following event parameters:
- Discussion Author Name: The name of the user who authored the escalated discussion.
- Discussion Author Rank: The Rank assigned to the author of the escalated discussion.
- Discussion Author Role Type: The Role type assigned to the author of the escalated discussion.
- Discussion Author Role Names: The name of the Role assigned to the author of the escalated discussion.
- Discussion Author Role IDs: The ID of the Role assigned to the user who authored the escalated discussion.
- Discussion Author ID: The ID of the user who authored the escalated discussion.
- Discussion Author UUID: The UUID of the user who authored the escalated discussion.
Content location/details data
You can group and/or filterĀ content location and detail dataĀ based on the following event parameters:
- Category ID: The ID of the Category where the escalated post is located.
- Category Name: The name of the Category where the escalated post is located.
- Parent Category ID (Level 1): The ID of the Parent Category associated to the Category where the escalated post is located.
- Parent Category Name (Level 1): The name of the Parent Category associated to the Category where the escalated post is located.
- Parent Category ID (Level 2): The ID of the "Grandparent" Category associated to the Category where the escalated post is located.
- Parent Category Name (Level 2): The name of the "Grandparent" Category associated to the Category where the escalated post is located.
- Date Added: Indicates the date when a post was added.
- Discussion Name: The name of the discussion where the escalated post is located.
- Discussion ID: The ID of the discussion where the escalated post is located.
- Discussion Type: The escalated post's discussion type (discussion or question).
- Country: Shows the countries where the escalated posts are located.
- Country Code: Shows the country codes where the escalated posts are located.
- Site Section ID: Site Section ID is used to identify a "product" ā if it is enabled and it's being used with Subcommunities. You could use this to tie a subcommunity to a Knowledge Base in order to identify an area of the community and a Knowledge Base that are focused on the same product line.
- Subcommunity Folder: The folder of the subcommunity that was viewed.
- Subcommunity Locale: The locale of the subcommunity that was viewed.
- Subcommunity Name: The name of the subcommunity that was viewed.
- Subcommunity ID: The ID of the subcommunity that was viewed.
Sentiment analysis data
You can group and/or filterĀ sentiment analysis dataĀ based on the following event parameters:
- Positive Sentiment Score: Shows the positive sentiment score of the escalated post.
- Neutral Sentiment Score: Shows the neutral sentiment score of the escalated post.
- Negative Sentiment Score: Shows the negative sentiment score of the escalated post.
- Average Sentiment Score: Shows the average sentiment score of the escalated post.
