Problem statement
"I want to get a better understanding of where my teams need to focus."
Gateway user journeys
General demand overview
If you want to get a general overview of the types of work coming your teams' way, the below could be a good place to start.
Navigate to Insights (via menu in top right) > Messages
Select the Queue tab
Here you will find a breakdown of the different themes your customers have been contacting about. You can use this to get an understanding of the areas of highest demand in terms of both resource and knowledge (internal processes, etc)
Advanced:
Use the Actionable filter to determine the split of messages which were required a follow-up action (e.g. sorting out a maintenance issue) versus those which didn't (e.g. a question on the parking policy). This can help you determine the type of resource needed in each area.
Combine the information with the Time tab - filter that by queue for deeper investigation into each area - e.g. if Onboarding is the most common topic, is it increasing or has it remained at a steady volume for a while?
Specific community request
If you're trying to understand the demand in a particular community, we'd suggest the following as a good starting point.
Navigate to Communities (via the menu in the top right) and find the community you need
Click Read More
Check the community score and trend at the top and the Trending tab:
Is the community performance improving?
Is it above average for the company/industry?
Check the Summary, Action Plan and Top Resident Goals:
What complaints, risks or escalations are residents reporting?
Do they map to the resource request? E.g. if the request is for an additional head in leasing, how high is this in the list of goals and are people complaining about the service in this area?
Suggested searches
"In which communities is there the highest demand for <theme>?"
"What are people complaining about most in <community name>?"
"How can I make customers happier?"