The Social Listening Posts view page displays the data fetched based on the data ingestion rules across different platforms such as Open Messaging, X (formerly Twitter), Instagram, and Facebook. You can view the details of the social listening post including the name of the person who created the post, post creation date, sentiment, number of likes, shares, and comments, and the post type. The sentiment score is available in the upper right corner of each post and is displayed in the emoji format. Administrators or supervisors can escalate a particular post to an agent. Currently, the engagement is available for the X platform.
For Facebook, only Likes engagement is supported. For Instagram, both Likes and comments engagements are supported. You can obtain the post and engagement data for the posts of an Instagram-owned page only after retrieving the comments in the posts. For Instagram, engagement for comments or replies is not supported. Currently, Facebook and Instagram only support data from the owned pages. You cannot retrieve the mentioned posts on Facebook and Instagram. However, you can still retrieve the comments on the mentioned posts on Facebook, but not on Instagram. The data is retained for 60 days and deleted after 60 days.
Note: Post type is not available for the open messaging platform.
To see social listening posts, click Performance > Workspace > Social > Social Listening Posts.
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:
Click Performance > Workspace.
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.
This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh .
To view the social listening posts in the native platform, click the View parent post link at the bottom of the respective post.
By default, the media such as images and videos in the social listening posts appear dimmed. To view the dimmed media, click the Show content option below the media. To dim the media, click the Blur content option below the media.
Note: For the X platform, there may be instances where the X media URL prevents Genesys Cloud from retrieving the media (picture or video) on public social posts. In this case, Genesys Cloud includes the post’s content and not the media. Genesys is working with the X technical team to resolve the technical glitch on the X side.
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.
Administrators or supervisors with the necessary permissions can escalate a particular post to an agent.
To escalate a post:
In the upper right corner of the required post to be escalated, click Escalate. The Integrations window opens.
Note: The integrations configured for that platform by the admin appear in the integrations list. If the admin has not added any integrations for a post, that post cannot be escalated.
Select the required integration from the drop-down menu. Upon successful escalation, the Post escalated successfully in-app notification appears.
Note: A social post can be escalated only once. The data is retained for 60 days and deleted after 60 days.
To customize analytics views, use the date filter.
To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks.
To use a preset to filter metrics, complete the following steps:
To display the date filter, click the date.
In the Presets list, select a preset date option.
Date presets
Presets
Description
Today
Shows data for the time period that includes the current interval.
Yesterday
Shows data for the previous day.
This week
Shows data for a Sunday through Saturday time period.
Last week
Shows data for the previous week, Sunday through Saturday.
Previous 7 days
Shows data for the previous seven days.
This month
Shows data for the current month, with no extra days.
This month by week
Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month
Shows data for the previous calendar month with no extra days.
Previous 30 days
Shows data for the previous 30 days.
Previous 3 months
Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Day
Shows data for a single 24-hour day.
Week
Shows data for a Sunday through Saturday time period.
Month
Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week
Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
To use a custom date range to filter metrics, complete the following steps:
Click the date to display the date filter.
Select a start date and an end date on the calendar, and click the filter arrow .
To view data for a different time period using the same date presets, click the arrows on either side of the date display.
For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.
To filter by information about the interaction, click Toggle filters panel , and then search or scroll to select the filter you want to use.
Note: You can view all the deleted topics and data ingestion rules when no topic is selected. You cannot view all the deleted topics or data ingestion rules when applying a filter.
Interactions filters
Filter
Description
Topic
Choose the required topic from the list of topics created with different data ingestion rules.
Posts
Choose the required escalation type:
Escalated – Shows the data that was escalated as a conversation.
Non-escalated – Shows the data that was not escalated as a conversation.
Sentiment
Choose the required sentiment type:
Positive – Displays the posts with a sentiment score greater than zero.
Negative – Displays the posts with a sentiment score less than zero.
Neutral – Displays the posts with a sentiment score equal to zero.
Unknown– Displays the posts with a sentiment score as unknown. If the language is unknown, the sentiment score is also unknown.
Platform
Choose the required platform:
Open – Displays the social posts received from Open Messaging.
X – Displays the social posts received from X (formerly Twitter).
Instagram – Displays the social posts received from Instagram.
Facebook– Displays the social posts received from Facebook.
Country
Choose the required country.
Language
Choose the required language from the list of supported languages.
Note: As the language detection accuracy for smaller posts (fewer than five words) is low, Genesys Cloud skips the language detection algorithm for the smaller posts and marks the language as Unknown.
Words or Phrases
Displays posts that contain specific words or phrases. Filter for specific words or phrases that includes or excludes certain words or phrases. Select the word or words that you want. Filter for multiple words by entering more words and searching again.
You can select the preferred words or phrases and filter the data based on the selected words or phrases. By default, the Includes option is enabled. You can select single or multiple words or phrases in the same level and view the filtered results. The words in this level are OR’d together. You can use the +AND with words or phrases option to add another level of words or phrases that must be AND’d together. This option allows you to perform layering analysis on the posts.
Content Type
– Displays the social posts with only text.
Image– Displays the social posts with only images.
Video– Displays the social posts with only videos.
To sort the social listening posts by date, in the upper left corner, choose any one of the required sorting types from the Newest first drop-down:
Newest first (Default) – Select this option to sort the social listening posts by the most current or newest date.
Oldest first – Select this option to sort the social listening posts by the oldest date.
Note: Accessing an Instagram user’s profile requires their consent. User permission is only set when you message a company or click on icebreakers or persistent menus. If you comment on a post without contacting the company, you will not receive user profile information, such as username and profile picture.
