In Kundo's statistics, there are several ways to follow up how your forum is used:
- How many forum posts and answers have been made
- How many people visit the forum
- How effective your forum is
- Page views per reply
- Page views in relation to incoming
- Incoming per hour
- Waiting times and response times for forum posts
- The monthly report (email)
How many forum posts and replies have been made?
On the statistics page, you can see the number of incoming and outgoing conversations, among other things.
A conversation is a forum post with all its answers. A forum post is the first question a customer asks or an editor writes. This forum post can then contain answers from editors and comments or follow-up questions from the same or other customers.
Incoming = New conversations from customers. All forum posts written by customers.
Incoming total = New conversations and answers from customer. All forum posts and comments on forum posts that customers write.
Closing = New conversations by editors. All forum posts written by editors.
Total outgoing = New conversations and answers from editors. All forum posts and comments on forum posts made by editors.
- Lotta writes a question in the forum.
- One of you answers her.
- Knut asks a follow-up question.
- One of you answers him.
- Knut writes and thanks for the answer.
In the statistics, this is seen as:
- 1 in New conversation from customers
- 3 in New conversations and answers from customers
- 2 in New conversations and answers from editors
On the Conversations page, the statistics are more detailed and you can see the number of incoming and outgoing conversations for each day, week or month during the selected period.
NOTE! The statistics include both archived posts and deleted posts that are not marked as spam.
How many people visit the forum?
The start page shows how many page views the forum has had in total.
A page view is counted every time someone visits a post. A visitor can thus cause several page views. We do not count the start page or other pages, only the posts. Editors' views of the posts are not included.
The Page views page shows the number of page views per day, week or month during the selected period.
There is also a chart with the hundred most visited forum posts.
How effective is the forum?
Page views per reply
The start page also shows a number of page views per response.
An answer is either an answer you gave to a post made by a forum visitor, or a completely new post that you wrote yourself.
The number of page views per answer tells you how many you reach with your forum compared to your work effort. The higher the number, the more well-attended your forum is in relation to the job you put in. An email that is sent is usually read by only one person, but a question in the forum that you answer and publish, can be read by many people. For example, if page views per response are 75, this means that for each post or response you wrote during the selected period, you had an average of 75 page views.
On the Page views page, there is a chart where you can see how the effect of your forum changes over time. A good way to do this is to follow how page views per answer change month by month. (Tip! Choose to look at the statistics per month instead of days.) For a well-functioning forum, the number of responses should slowly decrease and page views per response increase.
Page views in relation to incoming
Another way to see how effective the forum is can be done by comparing how many you reach (visitors in the form of page views) with the forum in relation to the number of incoming conversations. On the page Conversations in the statistics, there is the graph New conversations from customers where you can choose to Show page views for Forums (Tip! Also choose to Show total in the graph so all incoming is summed up and it will be easier to get an overview). In the same way as with page views per answer, you see here how many people potentially get an answer to their question without having to contact you.
Incoming per hour
On the Conversations page in the statistics you find the chart Incoming per hour. Here you can see when in the day you have high and low activity on your Forum.
It can be valuable to look at, for example, when you are thinking about how to staff different channels.
Waiting times and response times
You can see how long customers have had to wait for a response from you and how long it took for an editor to respond. Read more about waiting times and response times.
With the help of tags, you can get a better idea of the cases you handle in Kundo. Read more about tags.
The monthly report
Every month you will receive an email with summary statistics about the forum. Some things that are included are:
Pageviews per response: This is the number of page views divided by the work effort you made (the posts you wrote yourself and the responses you gave customers).
Official answers: Your answers to existing posts in the forum, e.g. when you answer a question from a customer.