We’ll keep this intro short and sweet. As the year progresses, our observations will deepen as we gauge the various analytics. Feel free to check out updates for March and April, too! Pressed for time? We suggest reading April’s update as that gives you the latest comparisons.
Let the doc team know if you have feedback, questions, or want additional info in future updates.
Top 5 most viewed (trending) questions
Below is a brief overview of the most viewed questions in February:
- NACHA Compliance Phase 2 March 17, 2023 (30 views)
- All Conversations Case Tagging Update (26 views)
- How does ICS Shadow Accounts performing transfers within Banno work? Or does it work?) (24 views)
- Call-In Verification Permissions Needed (20 views)
- Can we stop browsers from remembering field values? (18 views)
Tags
Trending Up
Metric: Top tags increasing in use on new questions, answers and articles over the selected timeframe.
In February, we began communicating the transaction enrichment rollout to institutions. It was a hot topic among customers and made geezeo the highest trending tag of the month, followed by the transaction-enrichment tag.
| Ranking | Tag | % of total questions, answers and articles | # of tags |
| 1 | geezeo | 12% | 8 |
| 2 | transaction-enrichment | 9% | 6 |
| 3 | zelle | 6% | 4 |
| 3 | credit-union | 6% | 4 |
| 4 | marketing-ad | 4% | 3 |
| 5 | banno-online | 9% | 6 |
| 5 | banno | 9% | 6 |
Trending Down
Metric: Top tags declining in use on new questions, answers and articles over the selected timeframe.
The added-to-kb tag leads the list of tags declining in use on new questions, answers and articles in February. There were no docs updated with content from S/O.
| Ranking | Tag | % of total questions, answers and articles | # of tags |
| 1 | added-to-kb | 0% | 0 |
| 2 | core-director | o% | o |
| 3 | fscc | 3% | 2 |
| 4 | account-information | 3% | 2 |
| 5 | 2fa | 0% | 0 |
Interaction Rate
Metric: Weighted average number of answers, votes, and comments per question.
The interaction rate for February is up 11% from January. We prefer to see a lower engagement rate as this can indicate that “good” questions are being asked. Questions include the necessary details and context for an SME or another contributor to answer. There is also a minimal amount of comments asking for clarification. Ideally, we want a lower’ish interaction rate and high answer rate.
| Month | Interaction rate | Change from previous month |
| February 2023 | 10.16 | +11% |
| January 2023 | 8.86 | -4.6% |
| December 2022 | 9.29 | - |
Median Time to Answer
Metric: The median time it takes for a new question to be answered.
The median time to answer questions in February was up 279% from January. Although the time dramatically increased, we hit our benchmark of answering questions in 96 hours or less.
| Month | Median time to answer | Change from previous month |
| February 2023 | 91 hr 26 mins | +279% |
| January 2023 | 29 hr 18 mins | +62% |
| December 2022 | 18 hr 2 mins | - |
Questions
Metric: Total number of new questions asked over the selected timeframe.
18% less questions were asked in February compared to the previous month. In time, we’ll average how many questions are asked each month.
| Month | Total # of questions asked | Change from previous month |
| February 2023 | 28 | -18% |
| January 2023 | 36 | +38.5% |
| December 2022 | 26 | - |
Observations
In February, our question to answer ratio was 7 to 9. This is positive as we like to see more answers (9) than questions (7). We consider this type of engagement healthy because it indicates that people are supporting one another with answers.
User breakdown
Top 5 Questioning Contributors
With a five-way tie for asking the most questions in February, take a look at these contributors.
| Ranking | Contributor | % of total questions | # of questions |
| 1 | Justin Ash | 11% | 3 |
| 1 | Tiffany Miller | 11% | 3 |
| 1 | Brent Moinet | 11% | 3 |
| 1 | Tiff Jones | 11% | 3 |
| 1 | Michael Schindler | 11% | 3 |
| 2 | Brian Frost | 7% | 2 |
| 2 | Kristin McBride | 7% | 2 |
| 2 | Dania Randle | 7% | 2 |
Top 5 Answering Contributors
Brian and Sheena lead the way answering the most amount of questions in February. Again.
| Ranking | Contributor | % of total answers | # of answers |
| 1 | Brian Frost | 22% | 8 |
| 2 | Sheena Deutsch | 17% | 6 |
| 3 | Derek Van Dyke | 14% | 5 |
| 4 | Brett Sinn | 8% | 3 |
| 4 | Holly Miner | 8% | 3 |
| 5 | Kevin Casey | 6% | 2 |
| 5 | Joe Donohue | 6% | 2 |
| 5 | Anna Campbell | 6% | 2 |
Reputation
Sheena does it again and garnered the most amount of reputation points with 110. Will she catch up to Brian’s overall reputation … we’ll see.
| Ranking | Contributor | % of total reputation | Reputation |
| 1 | Sheena Deutsch | 16% | 110 |
| 2 | Derek Van Dyke | 13% | 90 |
| 3 | Brian Frost | 12% | 80 |
| 4 | Holly Miner | 9% | 60 |
| 5 | Brett Sinn | 6% | 45 |
Reputation Point Leaderboard
Since we started using S/O through February 28, Brian maintains the lead. Sheena still follows.
| Ranking | Contributor | % of total reputation | Reputation |
| 1 | Brian Frost | 16% | 768 |
| 2 | Sheena Deutsch | 13% | 593 |
| 3 | Brett Sinn | 10% | 465 |
| 4 | Joe Donohue | 9% | 406 |
| 5 | Brent Moinet | 7% | 313 |
Daily Active Users
Metric: The average daily number of users that have logged in over the selected timeframe.
The number of daily active users increased 13% compared to January.
| Month | # of median daily active users | Change from previous month |
| February 2023 | 18 | +13% |
| January 2023 | 17 | +42.0% |
| December 2022 | 12 | - |
Searches
The number of monthly searches increased by 56% compared to January.
| Month | # searches | Change from previous month |
| February 2023 | 70 | +56% |
| January 2023 | 47 | -15% |
| December 2022 | 55 | - |
Searches: Total number of searches over the selected timeframe.
Answers
Metric: The total number of new answers over the selected timeframe.
The amount of answers that contributors gave decreased by 18% compared to last month. This falls in line because there were also 18% less questions asked.
| Month | # answers | Change from previous month |
| February 2023 | 36 | -18% |
| January 2023 | 46 | +39.4% |
| December 2022 | 33 | - |
Total Questions in S/O
From March 1, 2022 to February 28, 2023, there have been 272 questions asked in S/O.
| Month | Total # of questions | Change from previous month |
| February 2023 | 272 | +11% |
| January 2023 | 244 | +17% |
| December 2022 | 208 | - |
Total Answers in S/O
From March 1, 2022 to February 28, 2023, contributors have provided 318 answers in S/O.
| Month | Total # of answers | Change from previous month |
| February 2023 | 318 | +13% |
| January 2023 | 282 | +19% |
| December 2022 | 236 | - |
Observations
We have more answers than questions because a single question can have multiple contributors helping provide answers. Additional context for an answer might also be posted.
We’re considering tagging the source of the question to track: customer-ticket informal-customer-question
Responsibilty of the asker to answer the question if it’s answered in Slack (ie engingeering channel, analyst channel)