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
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
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
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
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
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.Scoring System
Points Breakdown
Points Breakdown
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.
Contribution Level Labels
Contribution Level Labels
Points accumulate to determine your contribution level:
| Label | Points Range | Meaning |
|---|---|---|
| Very High | 501+ points | Power contributor driving significant engagement |
| High | 201-500 points | Active contributor with consistent participation |
| Medium | 51-200 points | Regular contributor with steady activity |
| Low | 1-50 points | Emerging contributor, just getting started |
| None | 0 points | No contribution activity in the last 30 days |
Pro Tip: The 30-day rolling window means contribution levels naturally reflect current engagement, not historical activity.
Customizable Weights (API)
Customizable Weights (API)
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.
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.Quality Assessment
How Quality is Calculated
How Quality is Calculated
Content Quality is determined by:
- Individual Post Scores: Each post receives a quality score (based on AI content moderation and community signals)
- User Average: The user’s Content Quality Level is the average of all their post scores
- 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.
Content Quality Level Labels
Content Quality Level Labels
Quality scores map to clear, intuitive labels:
| Label | Description | Typical Characteristics |
|---|---|---|
| Excellent | Highest quality content | Insightful, well-structured, valuable posts |
| Good | Above-average quality | Solid content with clear value |
| Fair | Acceptable quality | Adequate posts, room for improvement |
| Weak | Below-average quality | Low-effort or problematic content |
| Broken | Violates community standards | Spam, inappropriate, or harmful content |
| No Posts | User hasn’t created posts | New users or comment-only participants |
Using Insights in Manage Users
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
- How the score is calculated in general
- The specific threshold or range for that label
- What the label means for user behavior
Sorting Capabilities
Click column headers to sort the user list and quickly identify specific segments:Sort by Contribution Level
Sort by Contribution Level
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.
Sort by Content Quality Level
Sort by Content Quality Level
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.
Secondary Sorting
Secondary Sorting
When multiple users have the same score, they’re sorted by Last Created Date (most recent first) for consistent, predictable ordering
Pagination Handling
Pagination Handling
Sorting applies to the full result set, not just the current page. This ensures accurate top/bottom rankings across your entire user base.
Advanced Filtering
Focus on specific user segments by filtering on Contribution Level or Content Quality Level—or both together:Contribution Level Filter
Contribution Level Filter
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
- Filter for “Very High” to identify users for a rewards program
- Filter for “None” to find disengaged users for re-engagement campaigns
Content Quality Level Filter
Content Quality Level Filter
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
- Filter for “Excellent” to identify content for featured sections
- Filter for “Broken” to review users for potential bans
Combined Filters (AND Logic)
Combined Filters (AND Logic)
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.
Filter Limitations
Filter Limitations
Important: Contribution and Quality filters cannot be combined with:
- User status filters (Flagged / Non-Flagged)
- Search by user ID or name
Empty States
Empty States
If no users match your selected filters, you’ll see a clear empty state message guiding you to adjust your criteria.
Strategic Use Cases
- Recognition Programs
- Moderation Priority
- Rising Star Detection
- Re-engagement Campaign
- Spam Detection
Goal: Reward top contributorsWorkflow:
- Sort by Contribution Level (Highest First)
- Filter for Content Quality = “Excellent” or “Good”
- Review top 10-50 users
- Award badges, privileges, or recognition
Best Practices
Regular Review Cadence
Regular Review Cadence
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.
Combine with Other Data
Combine with Other Data
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
Act on Insights
Act on Insights
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
Consider Context
Consider Context
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
Transparency with Users
Transparency with Users
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)
Metrics to Monitor
Track these key indicators to understand and optimize your community health:| Metric | What It Tells You | Action Trigger |
|---|---|---|
| Distribution of Contribution Levels | Engagement health across tiers | High concentration in “None” → improve onboarding |
| % Users with “Excellent” Quality | Content quality baseline | Low % → review guidelines, improve education |
| Very High + Broken Users | Potential spam or abuse | Any occurrence → immediate investigation |
| Low/None + Excellent Users | Untapped potential | Rising count → nurture these emerging stars |
| Trend: Contribution Levels | Growing or shrinking engagement | Declining high levels → investigate causes |
| Trend: Quality Levels | Improving or degrading content | Degrading quality → strengthen moderation |
| Top 10% Contributor Concentration | Community dependence risk | Too concentrated → diversify engagement |
| Broken Quality Rate | Moderation effectiveness | Rising rate → review moderation processes |
Benchmarking: Compare your metrics month-over-month and against similar communities to identify trends and set realistic goals.
Troubleshooting
Scores seem inaccurate
Scores seem inaccurate
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)
- Open User History to verify specific posts/comments
- Check date range of activity
- Confirm no recent bulk deletions
- Allow 5-10 minutes for score recalculation after new activity
Label not displaying
Label not displaying
Symptoms: Missing contribution or quality label, or error message shownPossible Causes:
- Score calculation error (backend issue)
- User data incomplete or corrupted
- Permission issue
- Refresh the page
- Check console for error details (if technical admin)
- Verify user account status (active, not deleted)
- Contact support if error persists across multiple users
Tooltip not appearing
Tooltip not appearing
Symptoms: Hovering over label doesn’t show explanationPossible Causes:
- Browser caching issue
- Tooltip data not loaded
- Refresh page (clear cache if needed)
- Try different browser
- Verify internet connection
- If persistent, report as UI bug
Filters not working
Filters not working
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
- Clear any search queries or status filters first
- Verify filter selection is correct (check dropdown)
- Try single filter before combining
- Refresh page if results seem stale
Sorting not functioning
Sorting not functioning
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
- Note that users with same score sort by date
- Clear filters and try sorting again
- Refresh page to reset sort state
- Verify pagination—sorting applies across all pages
Can't combine filters as expected
Can't combine filters as expected
Symptoms: Want to use contribution + quality + flagged status togetherExplanation: This is a current limitation—insights filters work independently from search and status filters.Workaround:
- Apply contribution + quality filters to narrow list
- Manually scan for flagged users (flagged indicator still visible)
- 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.
Integration with Other Features
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
Future Enhancements
The User Insights feature is continuously evolving. Planned improvements include:Flexible Time Ranges
Flexible Time Ranges
Coming Soon: Filter contribution and quality by custom date ranges (7, 30, 90 days) to analyze short-term trends or longer-term patterns
Role-Based Filtering
Role-Based Filtering
Under Consideration: Filter by global role (admin, moderator, member) to easily identify promoted users or review admin contributions
Multi-Select Filters
Multi-Select Filters
Exploring: Select multiple levels in each filter (e.g., “High OR Very High” contribution) for more flexible segmentation
Trend Indicators
Trend Indicators
Future Vision: Show arrows indicating if a user’s level is improving, declining, or stable compared to previous periods
Feature availability and release dates are subject to change. Contact your account manager for the latest roadmap information.
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.