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Khoros Staff
Khoros Staff

Improving Workflow Efficiency with LSW Analytics

Have you ever walked in on a Monday morning to a few hundred posts waiting for review, knowing that more than a few could be closed without required action? Lithium Social Web (LSW) has always provided a method via the Supervisor's tools for "bulk closing" posts that don't require specific action, for example when an outage or shipping delay that has since been resolved caused a spike in posts.

 

But there's a better way to do this, and it's one those hidden tricks that is worth knowing about.

 

To quickly review and close posts, start by creating a Smart View using the Admin panel: define the Smart View so that it picks posts from a specific queue. As a saftey precaution you may want  to limited the scope to low priority posts, as it's always a good idea to consider carefully anything rated P2 or higher though the technique you are about to see can certainly work for those as well. In the figure below I've created a Smart View to select posts P3 or lower, from a specific workqueue:

 

Create Smart View.png

 

Next, open your Analytics tab and then open this Smart View. Find the "Conversation Status" breakdown and click into the posts that are Open/Awaiting First Response. You'll see a complete, scrollable  list with all post details; For blog and forum posts there is even a fly-out that shows the entire post! This makes it easy to know exactly what you are looking at. The breakdown widget, opened up, is shown here:

 

Review and Close.png  

 

Notice that next to each post is a checkbox, and that the entire collection can be bulk closed using any available close disposition. Simply review the posts as you scroll, unchecking any post that you not want to close. When you've reviewed the list, click "Close As..." and, like magic, all of the selected posts will be closed.

 

TIP: If there are more than a few hundred posts needing attention, go back to the Smart View and filter down a bit: for example, limit the Smart View to P5 only, save your changes, clean, then repeat for P4. At a minute or so for each step it's still the fastest way to close in bulk.  

 

Using this technique you can quickly get your queues in shape after a weekend storm, or any time that you need to manage groups of posts.

Dave Evans

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