Advanced Analytics Questions
The CSM team gets a fair amount of Advanced Analytics questions that often end up being support tasks. Perhaps we can compile some of the most popular questions and get some general responses/info with respect to those FAQs ...
Obviously this is after it has been confirmed there is no bug/problem - these are more of the data analysis questions that are difficult for us to answer...
@ValR @BrendanParm what do you think?
Comments
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Such as:
- why was were the numbers inflated during this time period?
- why are the numbers different that my google analytics data?
- How often does your platform pull data? Is it realtime or is there a delay?
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Here are some tasks from which you can extract questions/answers:
https://vanillaforums.teamwork.com/#tasks/3836583?c=1607460
https://vanillaforums.teamwork.com/#/tasks/3824030?c=1604078
https://vanillaforums.teamwork.com/#tasks/5895807?c=2271204
https://vanillaforums.teamwork.com/#tasks/5494589?c=2182299
https://vanillaforums.teamwork.com/#tasks/3281387?c=13884831 -
Is someone gonna pull those out into the readme or the internal docs?
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Brendan Parm·11:45
Analytics question: Is the average time to accept an answer calculated based off of when the Question was asked or from when an answer was given to a question, and the time it takes for an answer to then become an accepted answer?
[11:52 AM] Alexandre Chouinard: Quick answer here: It's always from the discussion creation time
[11:52 AM] Alexandre Chouinard: For all QnA comments/answer0 -
Let's file issues here the same way we do support tasks:
- File an issue on this repo
- Put it in the current R&D sprint UNLESS it's the last 3 days, then put it in the next one.
- Give it a 1 hour Estimate.
- Assign the developer you think knows the answer. If in doubt, assign me.
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I did this one: https://github.com/vanilla/process-docs/issues/15
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Be careful that the "question" from the customer is not actually a feature request, sometimes it can be tough to tell.
If the customer really wants it and you think they would pay for the service, their request should be emailed to estimates@vanillaforums.com.
If they are making a suggestion or a nice to have, we can post about it in the Staff forum so that we can discuss it and potentially sprint an issue about it in the future.
If you aren't sure if it's a FAQ or a feature request ask in the support Hipchat room.
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Laura gave me the task of digging through the staff forum, Teamwork and eventually Hipchat (I'll probably do that tonight) to look for any questions/answers about analytics and condense them into a single document.
I basically just copied and pasted the answers that were provided to the questions I found. I also tried to remove all references to specific clients (enter "Client X") as, in theory, these answers should apply to everyone.
That link should go to an edit-able document, so if any CSMs want to add more common questions to the bottom, I can try to see if there's an existing answer for them somewhere or if a dev is feeling crazy and wants to skim the answers to make sure everything is accurate, they can make any necessary changes .
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