Need a special report to support Customer Service

Hi Andreas/Karl:

While I don't have this exact scenario in production right now, we almost did go down this path so I have the theory worked out. Here's the basic concept based on the production application database (not analytics, but I am sure someone at Jive can help figure out the equivalent if it exists). If you like what you see, let me know and I can dig up the queries that go with it.

1. Join jiveuser, jivequestion, jivecommunity (for spaces) and jiveanswer together to get your details on who answered which discussion in which space on what date and what sort of answer it was (helpful or correct).
2. Join jivequestion, jiveobjecttag and jivetag together filtering results for whatever your key tags are.
3. Merge the two results together so you get your who answered which question in what space on what date and what tags were applied. This data can then be pivoted and massaged in to all sorts of reports/summaries.

A few best practices and suggestions about the business process:

1. Make the tags really unique: Since end users can create their own tags, you probably want to avoid using common words that could skew your reporting. We use slightly longer tags for "system" things like 'answered_sales_procedure' that not very many folks would bother to type. These tags can always be converted over to more friendly text prior to the final report.
2. Establish a solid procedure for answering then stick to it: I would suggest using the "Correct Answer" option vs. Helpful or Assumed since hopefully you are looking for a singular resolution to the question.
3. Stick to one container type: Choose groups or spaces/topics but be consistent. This will make the reporting a lot easier since the unique IDs can overlap between jivecommunity and jivesgroup.

Hope this helps!

Ryan