CHA Self Service % not updating

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Yep experiencing the same thing on our Community.. I've also noticed our Self Service % is stuck on 0% in the Analyze dashboard.. not sure if that is related or not?



Note: This conversation was created from a reply on: Problem with Gamification counts - FROZEN?!.
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Rav, Champion

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Posted 1 week ago

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Stephen Lee, Engineering Manager

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Hi Rav, looks like this is unrelated to the points issue. We're taking a look.
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Stephen Lee, Engineering Manager

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Hi Rav - so I took a look and actually based on the definition of that stat it appears to be correct:

Topics created in the last 30 days with no employee replies but have topic status = 'Solved/Answered'

The only topic created in the last 30 days that fits that bill was created by you, and we also don't count employee-created topics in that stat but that's not explicitly stated. 

I looked back a bit further and saw that you had much higher instances of self-service in January, then a bit less in Feb, etc until basically zero now. My guess is that that means in general your employees are being more responsive to every post that comes in. Does that sound about right?
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Rav, Champion

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Hey Stephen,

Thanks heaps for looking into this.. and honestly while I would love to be sitting at 0% self service it doesn't really sound right. I've noticed it was at 0% for the last 3 weeks or so I believe but hadn't raised it earlier.

Apart from myself, our other employees can be quite random at contributing on the Community at times rather than regularly I'm afraid to say.