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CX Social Lexicon: Glossary of Terms

Last Updated: Jun 23, 2017 07:28AM EDT
Below is a list of commonly used terms within CX Social structured the same way as CX Social itself:

ŸŸ●  General Terms
ŸŸ●  Inbox
ŸŸ●  Insights
ŸŸ●  Settings
ŸŸ●  Publishing
 
 
General terms

Web Application
Software tool/platform that can be accessed entirely through a browser such as Google Chrome. CX Social is a web app.      
                                                                                                                           
Mobile Application
A mobile application is a computer program designed to run on smartphones, tablet computers and other mobile devices. Our CX Social Mobile app is currently available for Apple devices with operating system iOS 6.0 and higher or on devices operating on the Android system.
                      
Inbox 
CX Social section where all mentions on your topics arrive. Focused on listening (monitor) and speaking (engage). The Inbox can be reached while logged into CX Social using the tab near the top of the page.
 
Insights
CX Social section where all statistics and analysis are collected. Focused on learning (measure) and acting (discover). The Insights can be reached while logged into CX Social using the tab near the top of the page.
 
Publishing
CX Social section where you can publish new content on your social media profiles. All your own posts on any social media platform will be collected here. Publishing can be reached while logged into CX Social using the tab near the top of the page.
 
(Team) Performance
CX Social section where you can follow up on you're teams work in CX Social. Focused on helping you understand how your team is working in CX Social. Your Team Performance can be reached while logged into CX Social using the tab near the top of your page. 
 
Project
One topic is typically one brand, the other topics are the competitors, and these are all grouped into one Project. This makes it easy to access comparative analytics about these topics.

Topic
A search you set up in CX Social. Typically, you will use a topic per subject or company you'd like to track. A topic consists of several streams (see below), meaning keyword searches (see below) and connected profiles (see below)

Stream
A stream helps you define what data will be collected for your topic. Data can be crawled through keyword queries (also called keyword searches), Instagram Hashtags or connected profiles. Each keyword query, Instagram query or connected profile counts as one stream. The amount of streams available to you (over all topics) depends on your contract. 
 
Keyword query
Also referred to as keyword search. This is where you can define the keywords (and additional conditions such as language, country,..) that CX Social will monitor for you. It's important to understand that CX Social only tracks real-time, which means that historical data will not be crawled. CX Social will start tracking matching mentions from the moment you make (or edit) your keyword query. You can find more info about keyword searches and how to build one in this support article.

Social Profile
Individual 'accounts' on social media platforms like Twitter, Facebook, LinkedIn, Instagram, Youtube, Google+, etc. By connecting Social Profiles to a Topic, you are able to track posts, interactions with, and growth statistics for those profiles. The number of social profiles that can be connected for monitoring depends on your pricing plan.  

Authorized connection
If you connect Social Profiles (see above) of your own, you might want to consider connecting them as an authorized connection. This means that you connect these profiles while providing us with an access token. In this way, you will be able to use this profile to interact with your incoming mentions, and in some cases you will also have deeper Insights. Profiles that are connected in this way, will have the following indication next to the profile under Settings > Topics > the topic the profile is connected to.
 
Mention
Any blog post, news article, tweet, etc. that matches any of your topics. The number of mentions tracked per month is limited based on the accounts pricing plan. However, only very few accounts ever need more than what is allowed, and in rare cases a notification will be sent well ahead so there is an opportunity to upgrade or correct their topic setup to exclude irrelevant mentions. This can't be confused with an @mention. An @mention is any Twitter update that contains "@username" anywhere in the body of the tweet, and wasn't a reply to another tweet.

Contact
A contact is a customer / fan / follower that contacts / engages with you through your social profiles. The messages / mentions they sent land in your CX Social Inbox. Mentions are originated from a contact, and that's why when you are looking at an active mention, you will see a context / conversation history field on the right side of the Inbox. On top of you'll find the contact bar with all information about this contact person. 

Volume
Each CX Social account has a defined maximum volume. This volume is defined by the plan of your CX Social account. This volume indicates the amount of monthly mentions that can be tracked over all of your topics. You will receive warnings when you're close to maxing out your monthly volume and when you have passed it. All volumes are reset on the first day of the month. To avoid reaching your maximum amount, make sure to have strict keyword searches and be careful with tracking high volume profiles. You can check your available volume and how much you've already used in Settings > Account Preferences. If you have any questions about your volume, feel free to get in touch with your succes manager or support@engagor.com if you're not sure who that is. 


Inbox

This is the section where all mentions on your topics are gathered. Focused on listening (monitor) and speaking (engage). The inbox can be reached while logged into CX Social using the tab near the top of the page. If you want to read an support article on how to get started with the CX Social Inbox, we suggest reading this article
 
Assigning a Mention
Indicates that a mention should be given attention by a fellow CX Social account user. This is often used when working with CX Social as a team. Mentions assigned to you will show up in the inbox under 'Follow-up' > 'assigned to me'. Read more on team workflow within CX Social
  
Tagging a Mention
A label that can be attached to a mention for easier searching and filtering, similar to what is possible in most e-mail software. Tags can be set manually on individual mentions or automatically on all mentions matching a certain search query. Tags added automatically are called 'smart tags' and can be found under Settings > Tags

Assigned
Contains the number of tasks that have been assigned to you, assigned to others, and an overview of the tasks that have been completed.
  
Needs approval
Contains the number of mentions that are awaiting approval. You only see this if you have sufficient rights to approve these mentions. 
     
Scheduled Messages
Contains alle the messages that you have scheduled to be published at a later time. These messages are awaiting their publish time. Read more about the outbox here.
     
Drafts
Contains all the messages that you have saved as a draft, or were not completed by closing the Publisher in case you selected the option in Personal settings. (accidentally clicking outside the box, saves your message as a draft). Read more about the outbox here.

History
Here you will be able to see what has been published from your CX Social account with your connected profiles and by who. This will allow you to follow up all the posts that have been made, who posted them at what time and which profile they were using. Read more about the outbox here.

Activity
Contains a detailed overview of what your CX Social-users are working on or doing in the specific topic in CX Social. Here you'll be able to see who replied to messages, posted something with the profile connected to the topic. 

Filters
Filters are used to drill down specific mentions (country, language, word combinations,.. ) in your Inbox. You can read more about how to use our Filter Field here

Smart Folder
Allows you to define which mentions you want wish to see in this folder by choosing the right topic(s) and filters. You can read more about the Smart Folders here

Status resolved
Resolving a mention means it's been acted upon by either replying or reading it. You can resolve mentions by checking the box to the right side. Resolving a mention does not mean it's been deleted. It disappears from the Inbox but is this visible in the Archive. 

Toggle status of mention
Allows you to change the status of the mention from Open or Resolved. Both words are self-explanatory. You can edit mentions by clicking the cogwheel and selecting status in the pop-up screen. 

RSS Feed 
Allows you to track every post of a site or blog, regardless of the keywords. It also allows you to track the comments made on these posts (if the website allows commenting). You can read more about RSS feed(s) and adding them to CX Social here.                                                                                                              

 
Insights

An CX Social section where all statistics and analysis are collected. Focused on learning (measure) and acting (discover). The insights can be reached while logged into CX Social using the tab near the top of the page.

​Insights on Social Profiles

Here's an explanation about what we define as Interactions for the following social profiles:  

ŸŸ●  Facebook: comments, likes, wall posts
ŸŸ●  Twitter: replies, retweets, likes
ŸŸ●  Foursquare: Checkins, Photo's, Tips, Listed
ŸŸ●  Tumblr: replies, likes, reblogs
ŸŸ●  Soundcloud: comments, favorites
ŸŸ●  Vimeo: comments, likes

Here's an explanation about what we define as replies Engagement for the following social profiles: 
Facebook: comments, replies on comments, wallposts
Twitter: @replies
Tumblr: replies
Soundcloud: comments
Vimeo: comments
LinkedIn Managed Companies: comments
 
Online 'tokens of appreciation' from others for the content of the social profile. Here's an explanation about what we define as applause for the following social profiles: 

ŸŸ●  Facebook: likes
ŸŸ●  Twitter: retweets and likes
ŸŸ●  Tumblr: likes and reblogs
ŸŸ●  Soundcloud: favorites
ŸŸ●  Vimeo: likes
ŸŸ●  LinkedIn Managed Companies: likes 
  
Settings

Users
Users of social networks that have voluntarily connected to the social profile, such as fans (people that liked a page) for Facebook pages and followers for Twitter.
 
Posts
Mentions that are 'originally' generated directly by a profile.

Engagement
Interactions (mentions) by other users in response to the account's content. Here's an explanation about what we define as engagement for the following social profiles: 

Automation
Setting up 'recipes' of specific actions for CX Social to perform on all incoming mentions matching specific criteria. An example automation recipe would be 'for incoming mentions from Twitter of topic X and containing word Y, send me a notification e-mail'. Automation, when available in your pricing plan, can be set up under 'settings' > 'automation'.  Another form of automation is smart tags - see 'tagging' for more information. 
 
Daily/Weekly Reports
E-mail reports containing a summary of CX Social insights statistics for a specific topic received either daily or weekly. The set-up for which reports you receive can be found under 'Settings' > 'reports'.
 
Notifications
E-mail reports of individual mentions. CX Social will check on a given time interval for new mentions of the topic for which you have notifications enabled and if there were new incoming mentions in that time interval, they are sent to your e-mail address. The set-up for which notifications you receive and how often (which time interval) CX Social will check for new mentions to notify you if there are any, can be found under 'Settings' > 'notifications'.
 
Exporting
Using the export icon that can be found in various places within CX Social, various forms of data shown within CX Social can be exported for easy use in external reports:

ŸŸ●  Lists of mentions matching the current search/filter in formats like PDF, XLS, etc.
ŸŸ●  Charts shown either as an image in various formats (PDF, PNG, JPG, etc.) or as a file with the underlying data (CSV, XLS, etc.) usable in a.o. Excel.
ŸŸ●  Read more about exporting data from the inbox and the insights
 
Chart Builder
Tool within CX Social to create your own charts. Among the things you can specify is which parts of the CX Social data to use (one topic, multiple topics, applied search/filter, etc.), chart type (pie chart, line chart, etc.), what to show on the X- and Y-axis, colours, labels, segmentation, and so on. When available for your pricing plan, the chart builder can be found under 'insights' > 'chart builder'. Read more about the chart builder.
 
Demo Data
A set of topics that is continuously monitored and available to all CX Social accounts. Demo data is very useful for testing/demonstrating CX Social when little data on your own topics has yet to be gathered, e.g. just after signing up for a trial account. Trial accounts have, by default, one set of demo data included, but a different set can be activated under 'Settings' > 'Demo data'.
 
Stop Word
When inserting keywords to monitor, it's possible you sometimes get the error message:

"Ouch! Looks like there is an error in your query. See the details below: The phrase "..." is a stop word. Please use stricter filtering."

This means the word is too commonly used in a general meaning. You can only monitor these words if you combine them with other words: xxx AND (... OR ... OR ...).​​


Publishing

CX Social section where you can publish new content on your social media profiles. All your own posts on any social media platform will be collected here. Publishing can be reached while logged into CX Social using the tab near the top of the page. More information about how to publish your posts, you can read here

Topic
You can filter your posts on topics that you can set up in CX Social. It consists of (a combination of) a keyword search (see below) and one or more specific connected social profiles. Read more on keyword search or connecting social profiles.
 
Profile
It is also possible to filter posts on your different individual social media profiles like Twitter, Facebook, LinkedIn, Instagram, Youtube, Google+, etc.
 
Scheduled
In the Publishing overview you are able to see all your upcoming posts. Those are the posts that are scheduled to be sent out in the future. 
 
Recent posts
​In the same overview below the scheduled posts, you can see your most recent published content. These posts are sorted chronologically, and you can filter them on topic or profile. 
 
Calendar 
the calendar option to schedule your posts efficiently and to plan your content sharing activities. 
 
Chrome Extension 
The Extension enables you to instantly share online content to your social media profiles from anywhere on the web. If you want to read more about how to use the extension, you can do so here
 

 

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support@engagor.com
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