KPI Deepdive
Last updated
Last updated
Here's some additional notes for our selective KPIs. If you need more help with any of our analytics, drop by our .
Here are some factors in determining your hype score: new member chatting for the first time, total member chatting, total time spent in chat, average time spent in chat.
Why do we have total time spent in chat and average time spent in chat?
You can generate hype in two ways. First, get a lot of people to chat, captured in total time spent in chat, typically this number goes up when you are doing aggressive marketing and have a lot of new users. Second way is to get a hardcore group of fans to chat intensely, this can happen when you are hosting major events, which is captured in average time spent in chat.
14.4 mins is an empirical variable when we plot all of our servers average when they are lauching major events.
Factors going into quality score: Message per User (benchmark = 6), WPM- words per message (benchmarked at 15), average days chatting (number of days that the users have been active), and percentage of messages with gif (benchmark at 0.5%).
Factors going into mod score:
Front end(in terms of engaging with members): percentage of users interacted, percentage of new users interacted, interactions per new member, words per message.
Backend (customer ticket support): percentage of tickets handled, percantage of tickets handled in 10 mins.
Final score is ⅓ backend and ⅔ front end.
This is an indicator for you to estimate how much workload there is for a moderator. 1 workload unit equates to roughly a minute of focused effort, here's the specific details:
Content moderation: 1 workload unit per 40 community messages
Participation: 0.1 workload units per community message
Most successful servers in our dataset have a mod team-to-community message ratio of at least 1/10
New member onboarding: 5 workload units per new member
Ticket handling: 10 workload units per ticket = 400 messages
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