The Social Listening Performance view page is the central location for viewing more information about social listening data. The data is automatically populated based on the data ingestion rules created by the admins. This page provides a visual representation of the data ingestion data in the following categories:

• Mentions Over Time Breakdown by Topic – Displays the topic-wise social statistics for the keywords added in the data ingestions rule over a specific period. By default, the data is displayed as a line chart. You can change the chart type to a pie chart and see the standard deviation.
  Note: The chart displays only the top 10 topics, ordered by usage in descending order, even if you select up to 50 topics.
• Unique Users by Topic – Displays the number of unique users over a specific period based on the topic. By default, the data is displayed as a line chart. You can change the chart type to a pie or bar chart and see the standard deviation.
  Note: The chart displays only the top 10 topics, ordered by usage in descending order, even if you select up to 50 topics.
• Net Sentiment Over Time – Displays the net sentiment percentage data over a specific period based on the topic. By default, the data is displayed as a line chart. You can see the standard deviation. The net sentiment is calculated by: ((Total Positive Posts – Total negative posts)/(Total Positive + Total Negative + Total Neutral posts)) * 100
• Sentiment Breakdown by Topic – Displays the topic-wise sentiment data such as Positive, Negative, Neutral, and Unknown. By default, the data is displayed as a bar chart. 
  Note: The chart displays only the top 10 topics, ordered by usage in descending order, even if you select up to 50 topics.
• Sentiment Breakdown by Platform – Displays the platform-wise sentiment data percentage. By default, the data is displayed as a bar chart. 
• Mentions Breakdown by Platform – Displays the platform-wise social listening data. By default, the data is displayed as a bar chart. You can change the chart type to a pie chart. By default, the data is displayed as a bar chart. 
• Mentions Breakdown by Topic and Platform – Displays the topic-wise and platform-wise social listening data.
  Note: The chart displays only the top 10 topics, ordered by usage in descending order, even if you select up to 50 topics.
• Content Type Breakdown by Platform – Displays the platform-wise content type data, including Text, Image, and Video. By default, the data is displayed as a pie chart. 

To see social listening data and metrics, perform the following:

1. Click Menu > Analytics > Analytics Workspace.
2. In the Default section, search for Social Listening Performance and then click the view name to open it.

In all the chart types, you can right-click on the respective data point to view the drill-down information of that point along with the filters and the duration.

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

1. Click Performance > Workspace.
2. Click Menu > Analytics > Analytics Workspace.
3. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

To save the view with your filter, click Save View .

This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh . 

Engagement metrics, including likes, comments, shares, and views, are ingested initially when the public post or comment is first collected. For owned Facebook pages, Genesys Cloud subsequently updates those engagement counts in near real-time, so aggregated engagement figures reflect activity shortly after it occurs.

Engagement metrics are refreshed when Genesys Cloud receives a new like or a like-related update through a webhook. When this occurs, Genesys Cloud retrieves and updates the latest values for all available engagement metrics, including likes, comments, shares, and views. If no new like or like-related update is received, the other engagement metric values are not refreshed. 

Customize the view

To show only certain data, customize the Social Listening Performance view using any combination of filters. For example, you can choose to show only certain filters to see certain types of data. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view. 

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