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Insights - Posts & Engagement in CX Social

Last Updated: Jun 22, 2017 10:14AM EDT
In the Insights Posts & Engagement section we will provide you with insights about the posts made by the connected profiles in your topics.

This section is divided in two subsections: the first widget is about Posts versus Engagement by Time of Day and the second widget is dedicated to all the posts and replies from the profiles.
 

ŸŸ●  Posts versus Engagement by Time of Day
ŸŸ●  Comparison Calculation per day
ŸŸ●  Business Hour volume breakdown
ŸŸ●  Profile Posts, Top Posts and Top Replies
 
Posts versus Engagement by Time of Day
 
In the first widget we provide you an overview of when your community is interacting the most with you and when your own posting activity is highest. All of this can be very useful information to find out what the best posting time(s) were or are for certain profiles. You can always use the filter to drill down on a specific profile or source.


 
Posts versus Engagement by Time of Day- widget consists out of 3 smaller subsections.
 

ŸŸ●  Activity by Time of Day
ŸŸ●  Activity per Hour of the Day
ŸŸ●  Activity per Day of the Week
 
We will discuss each of these subsections and how to interpret these. But before we go on, we also provided a dropdown menu in the upper corner of the widget that allows you to filter on Engagement and Business Hour schedules. 
 
Activity by Time of Day
 
Activity by Time of Day is the first subsection you see when looking at the widget. It is the widget on the left side. Here we compare the activity of your community versus your own posting activity of the connected profiles. Both of these have metrics have their own respective colours.
 
Own Post Activity: the green squares indicate when you have posted during the day. Colour intensity (light to dark) shows how active you were.
 
Engagement by the community: the blue circles indicate when your community is engaging you. Colour intensity (light to dark) shows how active you were.


 
In this widget we combine the above two metrics to give you a better understanding of the time and day when your audience is most active. Information like this can be very useful for Community Managers and when to post.
 

Activity per Hour of the Day
 
If you look at the right side of the widget, the first widget there is the Activity per Hour of the Day widget.
 


Here we display line graphs for both Own Posting Activity and Engagement by Community each in their respective colours to indicate during what hours of the day you generated the most activity on your page. You can hover over the graph to see the amount per metric.
 

Activity per Day of the Week
 
Right underneath the Activity per Hour of the Day widget on the right side is the Activity per Day of the week widget.


 
In this subsection we show you a breakdown of how much traffic you generated during the week per day. Again for both Own Posting Activity and Engagement by Community each in their respective colours. You can hover over the graph to see the amount per metric.
 
 
Comparison Calculation per day
 
If you hover over a day in the Activity by Time of Day Widget you will see a text telling you whether the activity was more or less than the average of all your other days.


 
We calculate the average by taking the sum of all daily numbers for Own Posting Activity in the Activity per Day of the Week graph and divide this by the number of days. We use the same calculation for the Engagement by community.
 
Business Hours volume breakdown
 
If you want to see the volume breakdown Engagement by the Community during and outside Business Hours you can select any of your schedules from the dropdown in the upper right corner.


 
Green squares display mentions that landed in CX Social during the chosen Business Hours schedule. Colour intensity (light to dark) shows you how busy it was. Blue circles display mentions received outside Business Hours. If the circle is larger it means more mentions came in after Business Hours.
 
Having this information can be very useful when deciding whether or not you need additional agents or if you are revising the Customer Care teams working hours. Additionally you don’t know how to create Business Hours schedules you can read more about the feature here.
 
 
Profile Posts, Top Posts and Top Replies
 
In the second widget of the Posts & Engagement section we will have a closer look relating to anything that was posted by the connected profiles in your topic. There are 3 different categories that you filter down to:
 

ŸŸ●  Profile Posts
ŸŸ●  Top Posts
ŸŸ●  Top Replies
 
Each of the above categories can be selected from the dropdown menu, right next to the default view Profile Posts. We will cover each of the three categories.
 
Profile Posts
 
Profile Posts is the default view in Posts & Engagement Insights. It consists out of a small graph view and a list view. If you are looking at the Line graph that is being displayed and hover over it you will notice a small pop-up that displays the colour code for the line graph. You have:
 

ŸŸ●  Engagement
ŸŸ●  Keyword Mentions
ŸŸ●  Published Posts
 
Engagement displayed with a grey colour shows the amount of mentions that the post received on a certain day. If someone comments on a post from x days ago we will count it as engagement for today and not when the post was made. 

Additionally we rank the Engagement based on the amount of mentions we have received and tracked in CX Social. Facebook Shares and Twitter Likes are not possible to be tracked in CX Social due to API limitations which can have an effect on the ranking you see. However if authorize your social profiles you can also see additional metrics when you hover over the Engagement numbers. Keep in mind that these aren't include in the ranking.  

 
Keyword Mentions displayed with a purple colour show you how many mentions were tracked on a given day that matched your keyword search for that topic.
 
Published Posts displayed with a pink colour shows you the number of mentions that were published on a given day with one (or more) of the connected social profiles for that topic. If you want to see a specific profile only, you can use the filter.


 
Right underneath the chart we simply show you a list of all the posts done by the connected profile(s) ranking them on the date they were published, starting with the latest date first. Each column tells you more about where and when the post was published. From left to right you have Profile, Published, Post and Engagement.

 

Profile simply tells you on which social network and profile this was posted. Clicking on the logo will redirect you to the mention in the CX Social Inbox.
 
Right next to the Profile you can see the date. Published tells you when the post was published including the exact timestamp. Clicking on the timestamp will redirect you to the native social network page and post.
 
The column Post will tell you more about the content of the published post at that time. Including a small preview of the picture or the video.
 
Last but not least the Engagement column will show you how much activity and mentions you received on that post. Simply hover over the Engagement numbers and you will see a pop-up that shows you additional information.
 
Keep in mind that this is not just the sum of all the results. For example for Facebook we don’t separate comments on shares however we do calculate them as the Facebook API sends us the total count. If you want to have additional Insights about Facebook Stories, Video Views and many more, you need to authorize your page. Here's a quick list and overview of what Engagement types there are for the different social networks: 

Facebook: Likes, comments and replies (by the profile and by others) Shares and comments on Shares are not included. 
Twitter: Replies from others on this mentions and retweets. Favorites are not included.
Instagram: Likes and comments.
Google Plus: Likes, reshapes and comments. 
Youtube: Comments only. Replies on comments are not included. 
Vimeo: Likes and comments. Replies on comments are not included


Top Posts
 
You also have the option to rank your posts with a different parameter, by Engagement. In this list we show which posts performed better than others. You can select Top Posts from the dropdown menu right next to Profile Posts. 


 
However it is important to know that for Top Posts we take all mentions from the entire topic into account and not just posts from your own connected profiles. It could be possible that none of your own posts made it in the Top Posts list. We make a list of the top 100 posts and display these from best to worst performing posts. 

We rank the Top Posts by Engagement based on mentions we could track in CX Social. Engagement mentions such as shares are not possible to be tracked. However we do show the number of shares as we fetch these numbers from the Facebook API so they will be included in Insights Engagement but not for Top Post ranking. Additionally if you hover of the Engagement number you will see a breakdown of reactions and other Insights as well.


You also have the option to filter your Top Posts on Potential Reach on the rights side of the widget where we will show you the ranking of Replies that had the highest potential reach. (Twitter only)
 
 
Top Replies
 
Last but not least you also have the option to get an overview of the Top Replies. Here we will show you a ranking of the replies that had the most interaction. These can be from your own profile as well as from others. You can select Top Replies from the dropdown menu right next to Profile Posts. 
 
 

We use the same method as Top Post. We make a list of the top 100 replies and display these from best to worst performing posts. We rank the Top Posts by Engagement based on mentions we could track in CX Social.
 
You also have the option to filter your Top Replies on Potential Reach where we will show you the ranking of Replies that had the highest potential reach. (Twitter only)
 
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