ca-community-monitor — independently scanned and version-tracked by SaferSkills.
SaferSkills independently audited ca-community-monitor (Agent Skill) and scored it 100/100 (green). The audit ran 55 deterministic rules across Security, Supply Chain, Maintenance, Transparency, and Community; it found 0 high-severity and 0 lower-severity findings. The full rule-by-rule trace and per-finding evidence are below. Free, methodology-open.
Findings & checks · 0 flagged
Every scanned point with the score it earned and what moved between them.
First recorded scan — no prior version to compare against.
The primary manifest — the file an agent reads to learn what this artifact does.
Tracks customer engagement in community channels -- forums, Slack communities, user groups, and peer-to-peer platforms. Surfaces actionable signals for CS and identifies advocates from activity patterns. Part of the Customer Advocacy & Community pillar.
This is a monitoring and signal detection skill. It observes community activity and surfaces patterns. Community management strategy, moderation, and direct engagement are human-led.
Applicability note: This skill is only relevant if the product maintains a customer community (forum, Slack workspace, user group, etc.). If no community exists, this skill is not applicable and should not be activated.
For each customer contact active in the community, monitor:
| Metric | Definition | Why It Matters |
|---|---|---|
| Post frequency | Posts and comments per 30-day period | Engagement level |
| Response rate | Replies to other customers' questions | Indicator of advocacy behaviour |
| Topic engagement | Categories or channels they participate in | Shows what they care about |
| Sentiment | Positive, neutral, or negative tone per post | Early warning for frustration or strong advocacy |
| Help ratio | Answers given / questions asked | High ratio = potential advocate |
| Recency | Days since last community activity | Engagement trend |
Link community members to CRM accounts using email domain or explicit account mapping.
| Signal | Detection Criteria | Urgency | Routing |
|---|---|---|---|
| Unanswered question | Post from a customer with no reply after 48 hours | High | Alert CSM or community manager -- customer waiting for help in public |
| Negative sentiment post | Frustrated, critical, or angry language detected | High | Alert CSM -- public frustration needs attention before it influences other customers |
| Competitor mention | Evaluation or comparison language referencing a competitor | High | Route to bi-competitive-intel as a community-sourced signal |
| Feature discussion thread | Multiple customers discussing a missing capability | Medium | Route to pa-feedback-aggregator as community-validated demand |
| High-value contributor emerging | Customer contact answers 5+ questions in 30 days | Medium | Flag for ca-advocacy-tracker as potential advocate |
| New community member | Customer contact joins community for the first time | Low | Log engagement signal in ra-engagement-tracker |
| Sudden silence | Previously active member has no activity in 30+ days | Low | Log for CSM awareness -- may correlate with disengagement from the product |
| Positive testimonial | Enthusiastic praise or recommendation in a public post | Low | Flag for ca-advocacy-tracker -- potential testimonial or case study material |
Customers who actively help other customers are the highest-quality advocates:
Advocate scoring:
| Factor | Weight | Measurement |
|---|---|---|
| Help ratio (answers/questions) | 30% | Ratio >2:1 indicates a helper, not just a participant |
| Response quality | 25% | Posts that receive "helpful" votes or positive replies |
| Consistency | 20% | Active for 3+ consecutive months (not a one-time burst) |
| Reach | 15% | Posts that receive 5+ views or 3+ replies (indicating influence) |
| Sentiment | 10% | Consistently positive tone (advocates must be genuine, not compensated) |
Advocate tiers:
Weekly report for CS leadership and community management:
{
"report_date": "2026-03-10",
"community_health": {
"active_members_30d": 142,
"new_members_30d": 18,
"churned_members_30d": 4,
"total_posts_30d": 234,
"total_replies_30d": 412,
"questions_asked_30d": 67,
"questions_answered_30d": 61,
"unanswered_questions": 6,
"avg_response_time_hours": 6.2,
"sentiment_distribution": {
"positive": 0.62,
"neutral": 0.31,
"negative": 0.07
},
"trending_topics": ["API rate limits", "Custom reporting", "Q2 release preview"]
},
"signals": [
{
"type": "unanswered_question",
"account": "Beta Inc",
"contact": "Lisa Park",
"post_summary": "Question about bulk import performance with large datasets",
"hours_waiting": 52,
"urgency": "high",
"recommended_action": "Community manager or CSM respond. Customer waiting publicly"
},
{
"type": "negative_sentiment",
"account": "Gamma Corp",
"contact": "Mike Chen",
"post_summary": "Frustrated with reporting limitations. Third post on this topic in 2 weeks",
"urgency": "high",
"recommended_action": "CSM outreach privately. Do not let frustration build in public channel"
},
{
"type": "competitor_mention",
"account": "Delta Ltd",
"contact": "Sarah Kim",
"post_summary": "Asked if anyone has compared our reporting to Competitor X",
"urgency": "medium",
"recommended_action": "Route to bi-competitive-intel. CSM assess whether this is casual curiosity or active evaluation"
}
],
"advocates": {
"power_advocates": [
{
"contact": "Tom Chen",
"account": "Acme Corp",
"posts_30d": 18,
"helpful_replies": 12,
"help_ratio": 3.0,
"months_active": 8,
"advocate_score": 92,
"already_in_advocacy_programme": true
}
],
"emerging_advocates": [
{
"contact": "Anna Lee",
"account": "Echo Systems",
"posts_30d": 8,
"helpful_replies": 5,
"help_ratio": 2.5,
"months_active": 3,
"advocate_score": 71,
"recommendation": "Approaching power advocate status. CSM should acknowledge their community contributions"
}
]
},
"period_over_period": {
"active_members_change": "+6%",
"response_time_change": "-0.8 hours (improved)",
"sentiment_trend": "stable",
"unanswered_questions_change": "-2 (improved)"
}
}| Decision Point | Context Provided | What the Human Decides |
|---|---|---|
| Unanswered question response | Question content, customer account, waiting time | Whether the community manager, CSM, or product team should respond, and what the response should be |
| Negative sentiment response | Post content, customer context, prior posts | Whether to respond publicly, reach out privately, or monitor. Public responses must be handled carefully |
| Advocate development | Advocate scores, contribution history, account health | Whether to formally recognise the advocate, invite them into the advocacy programme, or let organic contribution continue |
| Competitive mention follow-up | Post content, customer account, evaluation indicators | Whether this is casual or signals active evaluation. Determines whether bi-competitive-intel escalation is warranted |
| Community strategy | Health metrics, trends, topic analysis | What content to create, which discussions to seed, how to grow engagement. Strategic decisions are human territory |
Required:
Strongly recommended:
Downstream consumers:
references/community-signals.md -- Signal definitions, detection criteria, and routing rules~30 seconds. Free. No account. Every finding cites a rule and a line of evidence.