Estatísticas de Tópicos Resolvidos e Respostas de Moderadores por Categoria

[SaraDev (Sara Devlaeminck)]

Os seguintes relatórios exigem que o plugin Discourse Solved esteja ativado.

As seguintes consultas do Data Explorer foram projetadas para analisar tópicos em cada categoria de um site, focando em métricas relacionadas à resolução de tópicos e às respostas dos moderadores a esses tópicos. Elas operam dentro de um intervalo de datas especificado e, opcionalmente, filtram por nome de categoria. Essas consultas assumem que tópicos em todas as categorias podem ser resolvidos.

Os administradores podem usar esses relatórios para entender quão efetivamente os tópicos estão sendo resolvidos em diferentes categorias e identificar áreas onde os tempos de resposta dos moderadores podem ser melhorados. Ao compreender a dinâmica de resolução de tópicos em categorias principais e subcategorias, os administradores podem tomar decisões informadas para melhorar o engajamento e o suporte da comunidade.

Ambas as consultas possuem os mesmos parâmetros e resultados muito semelhantes.

Parâmetros

• :start_date e :end_date: Definem o intervalo de datas para a análise.
• :category_name: Filtra opcionalmente os resultados para uma categoria específica.

Resultados

• date / date_range: A data específica ou o início do período para o qual os dados são relatados, especificando a granularidade do período de tempo coberto por cada linha de dados (mês).
• parent_category_name / category_name: O nome da categoria ou subcategoria específica à qual os dados se referem.
• total_number_of_topics: Número total de tópicos criados na categoria ou subcategoria especificada dentro do intervalo de datas.
• number_of_solved_topics: Número total de tópicos que foram marcados como resolvidos na categoria ou subcategoria especificada e no intervalo de datas.
• avg_time_to_solve_hours: Tempo médio para marcar um tópico como resolvido, medido em horas.
• percent_solved_under_24h: Porcentagem de tópicos que foram resolvidos dentro de 24 horas após a publicação (exclui tópicos que ainda não foram resolvidos).
• avg_solved_topics_moderator_time_to_first_response_hours: Tempo médio que um moderador levou para responder a tópicos que eventualmente foram marcados como resolvidos, medido em horas.
• avg_time_to_first_response_hours: Tempo médio para a primeira resposta ser publicada em um tópico, medido em horas.
• percent_all_topics_with_moderator_responses_under_24h: Porcentagem de todos os tópicos que receberam uma resposta de moderador dentro de 24 horas após a publicação.

Estatísticas de Tópicos Resolvidos e Respostas de Moderadores por Categoria

Esta consulta agrupa os resultados pelas categorias principais (pais).

--[params]
-- date :start_date = 2023-01-01
-- date :end_date = 2025-01-01
-- null string :category_name

WITH solved_topics AS (
    SELECT
        t.category_id,
        t.id AS topic_id,
        DATE_TRUNC('month', t.created_at) AS month,
        MIN(p.created_at) FILTER (WHERE p.id = dsta.answer_post_id) AS solution_posted_at,
        MIN(p.created_at) FILTER (WHERE p.user_id = u.id AND u.moderator AND p.post_number > 1) AS first_moderator_response
    FROM topics t
    JOIN discourse_solved_solved_topics dsst ON dsst.topic_id = t.id
    JOIN discourse_solved_topic_answers dsta ON dsta.solved_topic_id = dsst.id
    JOIN posts p ON t.id = p.topic_id
    JOIN users u ON p.user_id = u.id
    WHERE t.archetype = 'regular'
    GROUP BY t.category_id, t.id, month
),
moderator_responses AS (
    SELECT
        topic_id,
        MIN(created_at) AS first_response
    FROM posts
    WHERE user_id IN (SELECT id FROM users WHERE moderator)
    AND post_number > 1
    GROUP BY topic_id
),
moderator_response_stats AS (
    SELECT
        pc.id AS parent_category_id,
        DATE_TRUNC('month', t.created_at) AS month,
        COUNT(*) FILTER (WHERE EXTRACT(EPOCH FROM (mr.first_response - t.created_at))/3600 < 24) AS topics_with_first_response_under_24h,
        COUNT(*) AS total_topics
    FROM topics t
    JOIN categories c ON t.category_id = c.id
    LEFT JOIN categories pc ON c.parent_category_id = pc.id OR c.id = pc.id -- Inclui categorias de nível superior como seus próprios pais
    LEFT JOIN moderator_responses mr ON t.id = mr.topic_id
    WHERE t.archetype = 'regular'
    AND t.created_at >= :start_date
    AND t.created_at <= :end_date
    GROUP BY pc.id, month
),
total_topics_per_category AS (
    SELECT
        pc.id AS parent_category_id,
        DATE_TRUNC('month', t.created_at) AS month,
        COUNT(*) AS total_number_of_topics
    FROM topics t
    JOIN categories c ON t.category_id = c.id
    LEFT JOIN categories pc ON c.parent_category_id = pc.id OR c.id = pc.id -- Inclui categorias de nível superior como seus próprios pais
    WHERE t.archetype = 'regular'
    AND t.created_at >= :start_date
    AND t.created_at <= :end_date
    GROUP BY pc.id, month
),
category_hierarchy AS (
    SELECT
        c.id AS category_id,
        c.name AS category_name,
        COALESCE(pc.id, c.id) AS parent_category_id, -- Usa a própria categoria se não tiver pai
        COALESCE(pc.name, c.name) AS parent_category_name
    FROM categories c
    LEFT JOIN categories pc ON c.parent_category_id = pc.id
),
solved_stats AS (
    SELECT
        st.month,
        ch.parent_category_id,
        COUNT(*) AS number_of_solved_topics,
        AVG(EXTRACT(EPOCH FROM (st.solution_posted_at - t.created_at))/3600) AS avg_time_to_solve_hours,
        AVG(CASE WHEN EXTRACT(EPOCH FROM (st.solution_posted_at - t.created_at))/3600 < 24 THEN 1 ELSE 0 END) AS percent_solved_under_24h,
        AVG(EXTRACT(EPOCH FROM (mr.first_response - t.created_at))/3600) AS avg_time_to_first_response_hours,
        AVG(EXTRACT(EPOCH FROM (st.first_moderator_response - t.created_at))/3600) AS solved_topics_avg_time_to_first_response_hours,
        COALESCE(mrs.topics_with_first_response_under_24h::FLOAT / NULLIF(mrs.total_topics, 0), 0) AS percent_moderator_responses_under_24h
    FROM solved_topics st
    JOIN topics t ON st.topic_id = t.id
    JOIN category_hierarchy ch ON t.category_id = ch.category_id
    LEFT JOIN moderator_responses mr ON st.topic_id = mr.topic_id
    LEFT JOIN moderator_response_stats mrs ON ch.parent_category_id = mrs.parent_category_id AND DATE_TRUNC('month', t.created_at) = mrs.month
    WHERE t.created_at >= :start_date
    AND t.created_at <= :end_date
    GROUP BY st.month, ch.parent_category_id, mrs.topics_with_first_response_under_24h, mrs.total_topics
)
SELECT
    st.month::date AS date,
    'month' AS date_range,
    ch.parent_category_name,
    ttpc.total_number_of_topics,
    st.number_of_solved_topics,
    ROUND(st.avg_time_to_solve_hours::numeric,2) AS avg_time_to_solve_hours,
    ROUND((st.percent_solved_under_24h * 100)::numeric, 2) AS percent_solved_under_24h,
    ROUND(st.solved_topics_avg_time_to_first_response_hours::numeric,2) AS avg_solved_topics_moderator_time_to_first_response_hours,
    ROUND(st.avg_time_to_first_response_hours::numeric,2) AS avg_time_to_first_response_hours,
    ROUND((st.percent_moderator_responses_under_24h * 100)::numeric, 2) AS percent_all_topics_with_moderator_responses_under_24h
FROM solved_stats st
JOIN category_hierarchy ch ON st.parent_category_id = ch.parent_category_id
LEFT JOIN total_topics_per_category ttpc ON st.parent_category_id = ttpc.parent_category_id AND st.month = ttpc.month
WHERE (:category_name IS NULL OR ch.parent_category_name = :category_name)
GROUP BY date,st.month,ch.parent_category_name,ttpc.total_number_of_topics,st.number_of_solved_topics,st.avg_time_to_solve_hours,st.percent_solved_under_24h,st.solved_topics_avg_time_to_first_response_hours,st.avg_time_to_first_response_hours,st.percent_moderator_responses_under_24h
ORDER BY st.month, ch.parent_category_name

Exemplo de Resultados

date	date_range	parent_category_name	total_number_of_topics	number_of_solved_topics	avg_time_to_solve_hours	percent_solved_under_24h	avg_solved_topics_moderator_time_to_first_response_hours	avg_time_to_first_response_hours	percent_all_topics_with_moderator_responses_under_24h
2023-01-01	month	Discussão Geral	150	100	12.5	75.00	5.00	6.00	80.00

Estatísticas de Tópicos Resolvidos e Respostas de Moderadores por Subcategoria

Esta consulta agrupa os resultados pelas subcategorias.

--[params]
-- date :start_date = 2023-01-01
-- date :end_date = 2025-01-01
-- null string :category_name

WITH solved_topics AS (
    SELECT
        t.category_id,
        t.id AS topic_id,
        DATE_TRUNC('month', t.created_at) AS month,
        MIN(p.created_at) FILTER (WHERE p.id = ua.target_post_id) AS solution_posted_at,
        MIN(p.created_at) FILTER (WHERE p.user_id = u.id AND u.moderator AND p.post_number > 1) AS first_moderator_response
    FROM topics t
    JOIN posts p ON t.id = p.topic_id
    JOIN user_actions ua ON ua.target_topic_id = t.id AND ua.target_post_id = p.id
    JOIN users u ON p.user_id = u.id
    WHERE t.archetype = 'regular'
    AND ua.action_type = 15 -- action_type para 'solução aceita'
    GROUP BY t.category_id, t.id, month
),
moderator_responses AS (
    SELECT
        topic_id,
        MIN(created_at) AS first_response
    FROM posts
    WHERE user_id IN (SELECT id FROM users WHERE moderator)
    AND post_number > 1
    GROUP BY topic_id
),
moderator_response_stats AS (
    SELECT
        t.category_id,
        DATE_TRUNC('month', t.created_at) AS month,
        COUNT(*) FILTER (WHERE EXTRACT(EPOCH FROM (mr.first_response - t.created_at))/3600 < 24) AS topics_with_first_response_under_24h,
        COUNT(*) AS total_topics
    FROM topics t
    LEFT JOIN moderator_responses mr ON t.id = mr.topic_id
    WHERE t.archetype = 'regular'
    AND t.created_at >= :start_date
    AND t.created_at <= :end_date
    GROUP BY t.category_id, month
),
total_topics_per_category AS (
    SELECT
        category_id,
        DATE_TRUNC('month', created_at) AS month,
        COUNT(*) AS total_number_of_topics
    FROM topics
    WHERE archetype = 'regular'
    AND created_at >= :start_date
    AND created_at <= :end_date
    GROUP BY category_id, month
),
solved_stats AS (
    SELECT
        st.month,
        st.category_id,
        COUNT(*) AS number_of_solved_topics,
        AVG(EXTRACT(EPOCH FROM (st.solution_posted_at - t.created_at))/3600) AS avg_time_to_solve_hours,
        AVG(CASE WHEN EXTRACT(EPOCH FROM (st.solution_posted_at - t.created_at))/3600 < 24 THEN 1 ELSE 0 END) AS percent_solved_under_24h,
        AVG(EXTRACT(EPOCH FROM (mr.first_response - t.created_at))/3600) AS avg_time_to_first_response_hours,
        AVG(EXTRACT(EPOCH FROM (st.first_moderator_response - t.created_at))/3600) AS solved_topics_avg_time_to_first_response_hours,
        COALESCE(mrs.topics_with_first_response_under_24h::FLOAT / NULLIF(mrs.total_topics, 0), 0) AS percent_moderator_responses_under_24h
    FROM solved_topics st
    JOIN topics t ON st.topic_id = t.id
    LEFT JOIN moderator_responses mr ON st.topic_id = mr.topic_id
    LEFT JOIN moderator_response_stats mrs ON t.category_id = mrs.category_id AND DATE_TRUNC('month', t.created_at) = mrs.month
    WHERE t.created_at >= :start_date
    AND t.created_at <= :end_date
    GROUP BY st.month, st.category_id, mrs.topics_with_first_response_under_24h, mrs.total_topics
),
category_hierarchy AS (
    SELECT
        c.id AS category_id,
        c.name AS category_name,
        COALESCE(pc.name, c.name) AS parent_category_name
    FROM categories c
    LEFT JOIN categories pc ON c.parent_category_id = pc.id
)
SELECT
    st.month::date AS date,
    'month' AS date_range,
    ch.parent_category_name,
    ch.category_name,
    ttpc.total_number_of_topics,
    st.number_of_solved_topics,
    ROUND(st.avg_time_to_solve_hours::numeric,2) AS avg_time_to_solve_hours,
    ROUND((st.percent_solved_under_24h * 100)::numeric, 2) AS percent_solved_under_24h,
    ROUND(st.solved_topics_avg_time_to_first_response_hours::numeric,2) AS avg_solved_topics_moderator_time_to_first_response_hours,
    ROUND(st.avg_time_to_first_response_hours::numeric,2) AS avg_all_topics_moderator_time_to_first_response_hours,
    ROUND((st.percent_moderator_responses_under_24h * 100)::numeric, 2) AS percent_all_topics_with_moderator_responses_under_24h
FROM solved_stats st
JOIN category_hierarchy ch ON st.category_id = ch.category_id
LEFT JOIN total_topics_per_category ttpc ON st.category_id = ttpc.category_id AND st.month = ttpc.month
WHERE (:category_name IS NULL OR ch.parent_category_name = :category_name OR ch.category_name = :category_name)
ORDER BY st.month, ch.parent_category_name, ch.category_name

Exemplo de Resultados

date	date_range	parent_category_name	category_name	total_number_of_topics	number_of_solved_topics	avg_time_to_solve_hours	percent_solved_under_24h	avg_solved_topics_moderator_time_to_first_response_hours	avg_all_topics_moderator_time_to_first_response_hours	percent_all_topics_with_moderator_responses_under_24h
2023-01-01	month	Discussão Geral	Feedback	50	30	8.00	80.00	4.00	5.00	85.00