Social Listening Performance view

PrerequisitesClick to expand

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.
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.
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.
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.
Content Type Breakdown by Platform – Displays the platform-wise content type data such as Open, X (formerly Twitter), Instagram, and Facebook. By default, the data is displayed as a pie chart.

To see social listening data and metrics, click Performance > Workspace > Social > Social Listening Performance.

To see social listening data and metrics, click Menu > Analytics > Analytics Workspace > Social > Social Listening Performance.

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:

Click Performance > Workspace.
Click Menu > Analytics > Analytics 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.

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 .

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.

Change chart type and view standard deviationClick to expand

Change chart type

You can change the chart type only for the following categories:

Mentions Over Time Breakdown by Topic
Unique Users by Topic
Mentions Breakdown by Platform

To change the chart type:

In the top right corner of the required category, click More.
Click the required chart type such as View as pie chart, View as line chart, or View as bar chart.
Note: The View as a bar chart option is available only for the Unique Users by Topic category.

View Standard Deviation

You can view standard deviation data only for the following categories:

Mentions Over Time Breakdown by Topic
Unique Users by Topic
Net Sentiment Over Time

Note: To view the standard deviation data, the chart type should be a line chart.

To view/hide the standard deviation:

In the top right corner of the required category, click More.
Click View Standard Deviation.

Filter metrics by dateClick to expand

To customize analytics views, use the date filter.

Show meClick to expand

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.

Filter for social listening dataClick to expand

To filter by information about the social listening data, 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 or data ingestion rules are selected.

Interactions filters

Filter	Description
Topic	Choose the required topic from the list of topics created with different data ingestion rules.
Posts	Choose the required post 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 0. Negative – Displays the posts with a sentiment score less than 0. Neutral – Displays the posts with a sentiment score equal to 0. 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 (less 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	Choose the required content type: Text– Displays the social posts with only text. Image– Displays the social posts with only images. Video– Displays the social posts with only videos.

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