We now have a solid four months of consistent engagement on S/O to work with! We’ve observed, analyzed, and discussed how things are going on S/O. As a doc team, we’ll be honest and share that adding content to the Knowledge Base from S/O has been juggled with other priorities and put lower on the to-list. That is about to change. May’s report will soon be in the works, but starting in June we’re focusing more on the backlog of content that we can publish on the Knowledge Base. We plan to make strides over the summer months by first adding content around trending questions and tags.
Helpful reminder: If the answer you receive, provide, or read has either not been documented or should replace incorrect info within an existing doc, please click the Add people button (right below the question description) and add DocMods. Our documentation team will review and prioritize the request, so we can make the changes as soon as possible. Once we’ve published the info, we will comment on the Q&A thread with a link to the article.
Let the doc team know if you have feedback, questions, or want additional info in future updates.
Top 4 most viewed (trending) questions
Below is a brief overview of the most viewed questions in February:
- What information do we use to determine if a check image is available to display to the user within Banno? (26 views)
- 20/20 Running Balance on memo posted items (26 views)
- RDA (Remote Deposit) Approval notification (20 views)
- 2FA code message (18 views)
- MyCardRules for Full Service Credit Cards in Banno (18 views)
- Travel notes and Non-USA transaction flag (17 views)
- Credit Payment (17 views)
- Five County Credit Union - Interest Rate Incorrect (17 views)
Observations
Compared to last month’s most viewed question, April’s top trending article has 15 less views.
Tags
Trending Up
Metric: Top tags increasing in use on new questions, answers and articles over the selected timeframe.
In April, a variety of questions made banno-apps the top trending tag for the month.
| Ranking | Tag | % of total questions, answers and articles | # of tags |
| 1 | banno-apps | 19% | 12 |
| 2 | 2fa | 9% | 6 |
| 2 | core-silverlake | 9% | 6 |
| 3 | banno-mobile | 11% | 7 |
| 4 | travel-notices | 6% | 4 |
| 5 | banno | 11% | 7 |
Trending Down
Metric: Top tags declining in use on new questions, answers and articles over the selected timeframe.
Last month’s high transfer tag usage died down this month. As tags trend high one month, they are likely to trend down the following month.
| Ranking | Tag | % of total questions, answers and articles | # of tags |
| 1 | transfer | 0% | 0 |
| 1 | credit-union | 0% | 0 |
| 1 | debit-cards | 0% | 0 |
| 1 | api | 0% | 0 |
| 1 | esi | o% | 0 |
Interaction Rate
Metric: Weighted average number of answers, votes, and comments per question.
The interaction rate for April is down 39% from March. Compared to December 2022, it is nearly 50% less. It is also the lowest monthly rate yet. While we prefer seeing a lower engagement rate as this can indicate that “good” questions are being asked, the amount of Q&A also reveals lower engagement as compared to previous months.
| Month | Interaction rate | Change from previous month |
| April 2023 | 4.76 | -39% |
| March 2023 | 7.33 | -17% |
| 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. Our benchmark of answering questions is within 96 hours or less.
The median time to answer questions in April was down 31% from March. We were well within our 96 hour benchmark.
| Month | Median time to answer | Change from previous month |
| April 2023 | 50 hr 39 mins | -31% |
| March 2023 | 73 hr 23 mins | -24% | 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.
Three more questions were asked in April compared to March.
| Month | Total # of questions asked | Change from previous month |
| April 2023 | 35 | +9% |
| March 2023 | 32 | +14% |
| February 2023 | 28 | -18% |
| January 2023 | 36 | +38.5% |
| December 2022 | 26 | - |
Observations
We like to see more answers (28) than questions (35). In April, more questions were asked than answers provided and is the first month this has happened. It indicates that unanswered questions were likely carried in to May.
User breakdown
Top 5 Questioning Contributors
We have new leader this month! Hannah Coatney contributed eight questions, followed by Brent who asked seven.
| Ranking | Contributor | % of total questions | # of questions |
| 1 | Hannah Coatney | 23% | 8 |
| 2 | Brent Moinet | 20% | 7 |
| 3 | Michael Schindler | 9% | 3 |
| 3 | Tyler Mangel | 9% | 3 |
| 4 | Brian Frost | 6% | 2 |
| 4 | Tiff Jones | 6% | 2 |
| 4 | Dani Ramirez Vega | 6% | 2 |
| 5 | Emily Lumos | 3% | 1 |
Top 5 Answering Contributors
After dropping to second last month, Brian flexed his knowledge and answered the most questions this month while Joe dropped to second (tied with Kevin). Next month, Joe! Danny Lockard came out of nowhere and took third (along with Sheena).
| Ranking | Contributor | % of total answers | # of answers |
| 1 | Brian Frost | 18% | 5 |
| 2 | Kevin Casey | 14% | 4 |
| 2 | Joe Donohue | 14% | 4 |
| 3 | Danny Lockard | 11% | 3 |
| 3 | Sheena Deutsch | 11% | 3 |
| 4 | Brent Moinet | 7% | 2 |
| 4 | Anna Campbell | 7% | 2 |
| 4 | Holly Miner | 7% | 2 |
Reputation
For the first time, Kevin led the way with the most reputation points earned in April.
| Ranking | Contributor | % of total reputation | Reputation |
| 1 | Kevin Casey | 16% | 70 |
| 2 | Joe Donohue | 13% | 60 |
| 2 | Brian Frost | 13% | 60 |
| 3 | Sheena Deutsch | 10% | 45 |
| 3 | Danny Lockard | 10% | 45 |
| 4 | Brent Moinet | 9% | 42 |
| 5 | Anna Campbell | 7% | 30 |
| 5 | Holly Miner | 7% | 30 |
Reputation Point Leaderboard
Since we started adding questions to S/O (March 1, 2022) through April 30, it shouldn’t surprise anyone that Brian still maintains the lead. Maybe we should start taking bets on how high he can go … or bet who takes second as Sheena and Joe continue switching back and forth.
| Ranking | Contributor | % of total reputation | Reputation |
| 1 | Brian Frost | 16% | 933 |
| 2 | Joe Donohue | 12% | 686 |
| 3 | Sheena Deutsch | 12% | 683 |
| 4 | Brett Sinn | 9% | 530 |
| 5 | Brent Moinet | 7% | 390 |
Daily Active Users
Metric: The average daily number of users that have logged in over the selected timeframe.
There was zero change in daily active users from last month. Could it be that the same 16 daily active users showed up in April as they did March? And we’re still missing two daily active users from February. … MARCO!!
| Month | # of median daily active users | Change from previous month |
| April 2023 | 16 | 0% |
| March 2023 | 16 | -6% |
| February 2023 | 18 | +13% |
| January 2023 | 17 | +42.0% |
| December 2022 | 12 | - |
Searches
The number of monthly searches decreased by 7% compared to March.
| Month | # searches | Change from previous month |
| April 2023 | 43 | -7% |
| March 2023 | 63 | -19% |
| February 2023 | 70 | +56% |
| January 2023 | 47 | -15% |
| December 2022 | 55 | - |
Searches: Total number of searches over the selected timeframe.
Observations
Overall, activity in S/O is slightly compared to previous months.
Answers
Metric: The total number of new answers over the selected timeframe.
While there were a few more questions compared to last month, the amount of answers that contributors gave decreased by 18% compared to March. This indicates that unanswered questions were likely carried in to May.
| Month | # answers | Change from previous month |
| April 2023 | 28 | -18% |
| March 2023 | 35 | -10% |
| February 2023 | 36 | -18% |
| January 2023 | 46 | +39.4% |
| December 2022 | 33 | - |
Total Questions in S/O
From March 1, 2022 to April 30, 2023, there have been 339 questions asked in S/O.
| Month | Total # of questions | Change from previous month |
| April 2023 | 339 | +12% |
| March 2023 | 304 | +12% |
| February 2023 | 272 | +11% |
| January 2023 | 244 | +17% |
| December 2022 | 208 | - |
Total Answers in S/O
From March 1, 2022 to April 30, 2023, contributors have provided 381 answers in S/O.
| Month | Total # of answers | Change from previous month |
| April 2023 | 381 | +8% |
| March 2023 | 353 | +11% |
| 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.