Reporting Insights in Sprinklr help you centralize data from all your social channels and accounts. On the Community Reporting Dashboard, you can customize, expand, and filter into metrics to develop data-based strategies to continuously improve your content performance on the community.

To Add a Community Reporting Widget

1. Click the New Tab icon . Under the Sprinklr Service tab, click Care Reporting within Analyze.

2. On the Reporting Home window, select the desired dashboard within the Dashboards section.

3. On the selected Reporting Dashboard window, click Add Widget in the top right corner.

4. On the Create Custom Widget window, enter a Name for the widget, and select the Data Source as Community.

5. Select a Visualization for your widget from the available visualization types. For more information, view Visualization Type — Field Descriptions.

6. Next, within the What would you like to plot on your widget section, select the desired dimensions and metrics for which you want to view the reporting. View some common use cases and the description of some of the dimensions and metrics that you can use to view reporting.

7. Set the Configuration for your custom widget as desired. You can select from the following:
   Do you want to Label Axis? - Provide a custom name to your reporting widget axes.
   Show Total - Shows the sum total of the data at the top of the selected metrics column.
   Auto Refresh - Specify a timeframe to automatically refresh your widget data.
   Add Pivots/Grouping - Select a dimension to group your reporting data for ease.

8. Next, under the Define Advanced Options section, add the filters as desired, for example, set Activity as Comment, Block, Reply, Share, Like, Login, etc. You can also filter the data by Activity Object Type, Community Topics, Categories, and Top Categories.

9. Check the box alongside Ignore all Dashboard Filters to ignore all the dashboard filters and set the widget Display Options as desired.

10. Click Add to Dashboard in the bottom right corner to add your widget to the dashboard.

Use Cases

To View Reporting on Community Activity

You can classify the activities of the community members by Activity Date, Activity Count, Activity Object Type, and Activity Object to analyze the number of activities performed.

Under the Define Advanced Options section, you can add the filter for the desired Activity such as Comment, Block, Reply, Share, Like, Login, etc. You can also filter the data by Activity Object Type, Community Topics, Categories, and Top Categories.

To Track the Number of Views on Any Community Activity

1. Create a custom metric where select Data Source as Community and Metric Type as Numeric.

2. Select Metric as Activity Count.

3. Within Filters, select Activity containing Read. For more information, see Create a Custom Metric.
   

4. Now, within the What would you like to plot on your widget section, plot Custom Metric that you have created along with the Activity Object and Activity dimensions. Under Define Advanced Options, filter it as ActivitycontainingRead.
   

To View Trending Topics with the Number of Users Who Replied on the Respective Topics

Within the What would you like to plot on your widget section, plot Community Topic dimension along with the Total User Replies metric.

To View Total Number of Posts Marked as Accepted Solution by Brand, Likes Count, Posts Count, etc.

To View Case Summary Across Social Channels

You can plot cases across all channels and compare the Reply Rate, Average Messages per Cases, and Duration, etc. Select Social Analytics as the Data Source. Plot Social Network dimension along with Case Count, Reply Rate, Brand Message per Case, Fan Message per Case, and Case Duration metrics to have a collective view of cases across all the social channels.

You can also view the Final Case Sentiment for all the social channels along with Community. 

To View Reporting on IP Addresses

You can also view reporting on the IP addresses of users. You can create widgets to view the activities performed by the users through their IP Addresses.

To View Reporting on Not Helpful Feedback

You can create a widget to view the reasons provided for not helpful posts on the community.

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To View Reporting on Tags Used in Posts

You can create a widget to view the tags added/removed in community posts, the count of tags, and the users who added/removed the tags.

​To View Post Resolution Time/Percentage

You can also view the resolution percentage and resolution time for community posts. Post resolution time is the duration between the post creation time and the time when the post was either closed or a comment was marked accepted or official. To enable this capability, raise a support ticket at tickets@sprinklr.com.

To View Community Pages Where Specific Queries were Searched

Plot Community Page Url and Community Page Title dimensions along with Search Query dimension and Search Hits metric to track the community pages from where the users are searching for the queries. This can help you identify the gaps in the content on specific pages.

Community Metrics and Dimensions — Description