Jump to: navigation, search

Social Analytics

With Genesys Social Analytics, you can analyze inbound post feeds that are specifically relevant or important to you. Social Analytics identifies specific opportunities for analysis by detecting user intention and connecting inbound and outbound engagement.


Unlike systems that require complex Boolean logic, Social Analytics uses machine learning to separate the signal for the noise and determines actionability at a very high precision. Additionally, Social Analytics provides customizable listening filters called Smart Tags that allow Users to focus in on particular types of social conversations.

Finally, precise customer insights are delivered through the deep analytics capabilities, dashboards and the reports generated. In customer care, these reports help managers see how well their customer support team is doing.

While the Smart Tags, Dashboards, and some Reporting capabilities are all available for all languages, the features related to the discerning of intention type (including sentiment), topic extraction, and actionability detection are only available for the languages: English, French, and Spanish. Disregard these features if you are using Social Analytics in any other language.
See the Genesys Social Analytics Capabilities and Use Cases presentation for an overview of how Social Analytics can work for you.


Dashboards allow you to see a snapshot view of a number of metrics in Social Analytics using widgets.

You can add multiple widgets to the Dashboard from the Analytics or Reports views.

Drill-down through various filters until you see the chart or report that addresses your needs.

Click the Add to Dashboard icon on the top right of your chart or report to add it to your dashboard.

Enter the widget title and save your widget.

To open the Analytics or Reports view of a widget from the Dashboard, simply click on the widget title.


It's easy to open reports.

For example, to access the Response Time Report, choose Reports and select Response Time.

You can then apply additional filters such as Smart Tags.

You can also see details for a specific day by clicking the day.

More Reports

Additional Social Analytics reports include:

  • Inbound Volume—Actionable or replied posts.
  • Trending Topics—Top 15 discovered conversation topics
  • Missed Posts—Actionable posts without reponses
  • Response Time
  • Response Volume—Total number of responses
  • Sentiment—Positive, negative, or neutral sentiment

Click on the items on a chart to view options and details behind the filters.


Use the Analytics View in Social Analytics to analyze inbound post feeds that are specifically relevant or important to you.

The Trends tab shows the trends view of posts for dates by topic, intention, and status.

The Distribution tab shows the distribution view of posts by topic, intention, and status view. You can see more when you break it out: for example, by intentions.

The Topic Cloud tab shows the topics that were discovered in the content.

The Details tab shows the posts themselves including related attributes, such as intentions.

Set Up Smart Tags

Use Smart Tags to filter the data even further within your channel. Smart Tags must be created by a user.

Click the cog icon to go to the Settings view and choose Smart Tags.

Click the plus sign to create a new Smart Tag.

Enter Title and Description and select Channel.

To keep it simple, just use the keywords for your filter.

Choose the keywords you wish to find in the Must Contain field. Social Analytics automatically adds wildcards to any keyword, which includes three characters before and after your keyword. For example, bag includes baggage, but it also includes bagel and cabbage.

Be sure to save your changes.

Filter Based on Smart Tags

Smart Tags can only be created by a user.

Click on a smart tag to see what it Must Contain.

Select the smart tag to filter the posts.

You can also apply additional smart tags to individual posts in the Details tab.

You can then apply additional filters, such as Intentions.

Filter Based on Status

From the Distribution tab in the Analytics view, select Status.

Replied posts are actionable, but already received a response.

Actionable posts still need a response. They usually contain the handle (for example, twitter handle) and an intention or question.

Rejected posts may include recommendations or checkins. You can review and change the status of individual items to be actionable to flag them for a response.

Filter Based on Intention Types

To filter posts based on Intention Types, first filter based on Topics and Keywords.

Expand All Topics and Keywords. You can select a high-level keyword or click to drill-down on a keyword.

Select the Details tab to see all selected posts. See the Distribution tab to see the intentions.

Click on an individual intention within the Details view or under All Intentions to see the posts with the selected intention.

Comment on this article:

blog comments powered by Disqus
This page was last modified on 10 August 2017, at 06:39.