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Discover who’s truly driving value in your community with intelligent scoring that goes beyond activity metrics. This feature automatically evaluates user impact based on contribution frequency and content quality, helping you identify top performers, rising stars, and users who need support.

Identify

Surface top contributors instantly

Evaluate

Measure quality, not just quantity

Filter

Find specific user segments fast

Sort

Prioritize by performance level

Reward

Recognize valuable members

Support

Guide low performers to improve

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Overview

Community managers face a fundamental challenge: identifying who truly adds value versus who just adds noise. High activity doesn’t always mean high impact. A user rapidly posting low-quality content creates volume without value, while thoughtful contributors creating insightful posts may stay hidden in the metrics. This feature solves that problem with two intelligent scoring systems:
  • Contribution Level: Transparent points-based scoring that rewards meaningful actions (posts, comments, reactions)
  • Content Quality Level: Average quality score of all user-generated posts
Together, these scores provide a complete picture of each user’s impact, helping you make data-driven decisions about recognition, moderation, and community growth.

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Key Benefits

Data-Driven Decisions

Move beyond gut instinct with objective, automated scoring that scales with your community

Quick Identification

Instantly surface top performers or users needing attention with smart filters and sorting

Strategic Insights

Understand who drives real value, reward excellence, and build stronger communities

Transparent Scoring

Clear, explainable metrics with tooltips showing exactly how scores are calculated

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Accessing User Insights

1

Navigate to Manage Users

Sidebar → Users → Manage Users
2

View Score Labels

Each user displays their Contribution Level and Content Quality Level as clear, color-coded labels
3

Apply Filters

Use the filter dropdowns to focus on specific contribution or quality levels, or filter by tags to narrow down specific user segments
4

Sort for Priority

Click column headers to sort by contribution or quality, finding top or low performers instantly
5

Investigate Details

Click any user to open their User History panel and see detailed activity supporting the scores

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Understanding Contribution Levels

Contribution Level measures how actively a user participates in your community through posts, comments, and reactions. It’s calculated using a transparent points-based system over the last 30 days.

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Scoring System

Each action earns points based on effort and impact:
  • Create a post: 10 points
  • Write a comment: 5 points
  • Add a reaction: 1 point
Deleted posts and comments are automatically excluded from scoring to ensure accuracy.
Points accumulate to determine your contribution level:
LabelPoints RangeMeaning
Very High501+ pointsPower contributor driving significant engagement
High201-500 pointsActive contributor with consistent participation
Medium51-200 pointsRegular contributor with steady activity
Low1-50 pointsEmerging contributor, just getting started
None0 pointsNo contribution activity in the last 30 days
Pro Tip: The 30-day rolling window means contribution levels naturally reflect current engagement, not historical activity.
Enterprise customers can adjust point weights via API to match your community’s unique dynamics:
  • Emphasize posts if you value original content creation
  • Increase comment weights to reward discussion participation
  • Adjust reaction values if engagement style differs
Contact your account manager to configure custom weighting for your application.

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Understanding Content Quality Levels

Content Quality Level measures how well a user creates content, based on the average quality score of their posts. This helps identify users who consistently produce valuable, well-structured content versus those posting spam or low-effort material.

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Quality Assessment

Content Quality is determined by:
  1. Individual Post Scores: Each post receives a quality score (based on AI content moderation and community signals)
  2. User Average: The user’s Content Quality Level is the average of all their post scores
  3. Active Posts Only: Deleted posts are excluded from the calculation
Only posts are evaluated for quality—comments and reactions don’t factor into this score. This focuses the metric on substantive content creation.
Quality scores map to clear, intuitive labels:
LabelDescriptionTypical Characteristics
ExcellentHighest quality contentInsightful, well-structured, valuable posts
GoodAbove-average qualitySolid content with clear value
FairAcceptable qualityAdequate posts, room for improvement
WeakBelow-average qualityLow-effort or problematic content
BrokenViolates community standardsSpam, inappropriate, or harmful content
No PostsUser hasn’t created postsNew users or comment-only participants

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Using Insights in Manage Users

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Display and Tooltips

Both Contribution Level and Content Quality Level are displayed prominently on:
  • Manage Users Page: See labels for all users at a glance
  • User History Panel: View scores when investigating individual users
Hover for Details: Hovering over any label shows a tooltip explaining:
  • How the score is calculated in general
  • The specific threshold or range for that label
  • What the label means for user behavior

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Sorting Capabilities

Click column headers to sort the user list and quickly identify specific segments:
Two sorting options:
  • Highest First: Very High → High → Medium → Low → None (identify top contributors)
  • Lowest First: None → Low → Medium → High → Very High (find inactive or low-engagement users)
Use “Lowest First” to identify users who may be disengaging or need onboarding support.
Two sorting options:
  • Highest First: Excellent → Good → Fair → Weak → Broken → No Posts (surface quality creators)
  • Lowest First: Broken → Weak → Fair → Good → Excellent → No Posts (flag problem content)
“Lowest First” quality sorting is critical for moderation—it surfaces users creating problematic content.
When multiple users have the same score, they’re sorted by Last Created Date (most recent first) for consistent, predictable ordering
Sorting applies to the full result set, not just the current page. This ensures accurate top/bottom rankings across your entire user base.

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Advanced Filtering

Focus on specific user segments by filtering on Contribution Level or Content Quality Level—or both together:
Select a single contribution level to view only users at that engagement tier:
  • Very High (🔥): Your power users
  • High (💪): Strong contributors
  • Medium (⚡): Regular participants
  • Low (🌱): Emerging members
  • None (👻): Inactive users
Example Use Cases:
  • Filter for “Very High” to identify users for a rewards program
  • Filter for “None” to find disengaged users for re-engagement campaigns
Select a single quality level to view only users creating content at that standard:
  • Excellent (✅): Top-quality creators
  • Good (👍): Above-average contributors
  • Fair (😐): Acceptable content
  • Weak (👎): Below-average quality
  • Broken (🚫): Policy violations
  • No Posts (📝): Non-posting users
Example Use Cases:
  • Filter for “Excellent” to identify content for featured sections
  • Filter for “Broken” to review users for potential bans
Apply both filters simultaneously to find precise user segments:
  • High Contribution + Excellent Quality: Your most valuable members
  • Very High Contribution + Weak Quality: High-volume, low-value posters (potential spam)
  • Low Contribution + Good Quality: Rising stars with potential
  • None Contribution + No Posts: Completely inactive users
Filters work together using AND logic: results must match BOTH the selected contribution level AND content quality level.
Important: Contribution and Quality filters cannot be combined with:
  • User status filters (Flagged / Non-Flagged)
  • Search by user ID or name
If you need to search for a specific user, apply the search first, then use insights on the User History panel.
If no users match your selected filters, you’ll see a clear empty state message guiding you to adjust your criteria.

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Strategic Use Cases

Goal: Reward top contributorsWorkflow:
  1. Sort by Contribution Level (Highest First)
  2. Filter for Content Quality = “Excellent” or “Good”
  3. Review top 10-50 users
  4. Award badges, privileges, or recognition
Impact: Reinforce positive behavior, increase retention of valuable members

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Best Practices

Establish a consistent schedule for reviewing user insights:
  • Weekly: Check for new “Broken” quality users requiring immediate action
  • Bi-weekly: Identify top contributors for recognition
  • Monthly: Analyze trends (are quality scores improving? Is contribution concentrated?)
  • Quarterly: Review overall community health and adjust strategies
Set calendar reminders for these reviews to maintain consistency and catch issues early.
User insights are most powerful when combined with:
  • User History: See the specific content behind the scores
  • Analytics Dashboard: Track trends over time
  • Moderation Feed: Cross-reference with flagged content
  • Community Engagement Metrics: Understand context of scores
Don’t rely on scores alone—investigate the underlying behavior.
Insights only create value when they drive action:
  • Reward: Create recognition programs for top performers
  • Moderate: Address low-quality content creators promptly
  • Engage: Reach out to promising mid-tier contributors
  • Support: Provide resources to help users improve
  • Adjust: If scores don’t match expectations, review community guidelines or score weights
Scores provide objective data, but context matters:
  • New communities may have many “Low” contributors still finding their voice
  • Niche communities may naturally have lower overall activity
  • Seasonal trends may affect contribution levels
  • Content quality standards vary by community type
Use scores as a starting point, not the final word.
Consider sharing how contribution and quality are measured:
  • Include scoring criteria in community guidelines
  • Explain what behaviors earn points
  • Set clear content quality standards
  • Show users their own scores (if your app supports it)
Transparency helps users understand how to contribute meaningfully.

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Metrics to Monitor

Track these key indicators to understand and optimize your community health:
MetricWhat It Tells YouAction Trigger
Distribution of Contribution LevelsEngagement health across tiersHigh concentration in “None” → improve onboarding
% Users with “Excellent” QualityContent quality baselineLow % → review guidelines, improve education
Very High + Broken UsersPotential spam or abuseAny occurrence → immediate investigation
Low/None + Excellent UsersUntapped potentialRising count → nurture these emerging stars
Trend: Contribution LevelsGrowing or shrinking engagementDeclining high levels → investigate causes
Trend: Quality LevelsImproving or degrading contentDegrading quality → strengthen moderation
Top 10% Contributor ConcentrationCommunity dependence riskToo concentrated → diversify engagement
Broken Quality RateModeration effectivenessRising rate → review moderation processes
Benchmarking: Compare your metrics month-over-month and against similar communities to identify trends and set realistic goals.

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Troubleshooting

Symptoms: User score doesn’t match expected behaviorPossible Causes:
  • Score reflects last 30 days only (not historical activity)
  • Deleted content excluded from calculation
  • Recent activity hasn’t updated yet (allow time for sync)
Resolution:
  1. Open User History to verify specific posts/comments
  2. Check date range of activity
  3. Confirm no recent bulk deletions
  4. Allow 5-10 minutes for score recalculation after new activity
Symptoms: Missing contribution or quality label, or error message shownPossible Causes:
  • Score calculation error (backend issue)
  • User data incomplete or corrupted
  • Permission issue
Resolution:
  1. Refresh the page
  2. Check console for error details (if technical admin)
  3. Verify user account status (active, not deleted)
  4. Contact support if error persists across multiple users
Symptoms: Hovering over label doesn’t show explanationPossible Causes:
  • Browser caching issue
  • Tooltip data not loaded
Resolution:
  1. Refresh page (clear cache if needed)
  2. Try different browser
  3. Verify internet connection
  4. If persistent, report as UI bug
Symptoms: Filter selection doesn’t update user list, or shows unexpected resultsPossible Causes:
  • Conflict with search or status filters
  • No users match criteria (empty state)
  • Filter sync delay
Resolution:
  1. Clear any search queries or status filters first
  2. Verify filter selection is correct (check dropdown)
  3. Try single filter before combining
  4. Refresh page if results seem stale
Symptoms: Clicking sort doesn’t reorder list, or order seems wrongPossible Causes:
  • Active filters limiting result set
  • Secondary sort (by date) creating confusion
  • Cached sort state
Resolution:
  1. Note that users with same score sort by date
  2. Clear filters and try sorting again
  3. Refresh page to reset sort state
  4. Verify pagination—sorting applies across all pages
Symptoms: Want to use contribution + quality + flagged status togetherExplanation: This is a current limitation—insights filters work independently from search and status filters.Workaround:
  1. Apply contribution + quality filters to narrow list
  2. Manually scan for flagged users (flagged indicator still visible)
  3. OR: Filter for flagged users first, then check scores in User History individually
This limitation ensures filter logic remains clear and predictable. Future releases may expand filter combinations.

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Integration with Other Features

Tag Management

Combine insight scores with custom tags for powerful user segmentation — tag high performers, rising stars, or users needing support

User Social History

See detailed activity supporting contribution and quality scores

Moderation Feed

Review flagged content from low-quality users

Posts Management

View content in full community context

Analytics Dashboard

Track contribution and quality trends over time

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Key Takeaways

Beyond Activity

Contribution + Quality scoring reveals true user value, not just volume of activity

Actionable Data

Clear labels, sorting, and filtering make it easy to find and act on user segments

Strategic Tool

Use insights to reward excellence, support growth, moderate effectively, and build healthier communities

Transparent System

Explainable scoring with tooltips helps you understand and trust the data
Need Help? If you have questions about interpreting scores or optimizing your community strategy based on user insights, contact your Customer Success Manager or visit our support.