The data from each topic you set up is stored and preserved from the moment you start monitoring it. Within CX Social, you can use several filters to determine precisely what data to look at. This filter applies to both the Inbox, Insight, Dashboard and Performance sections.
Tip: Filters stay active while navigating CX Social. So, if the number of mentions shown in CX Social is lower than what you would expect, it can help to check whether the results are being filtered.
In this article we will explain:
Different Filters available in CX Social
Examples of filters
Different filters available in CX Social
Click the filter field to see all the conditions you can filter on. Each line is a condition, so if you fill in several lines, this means all those conditions have to be fulfilled.
Action: Filter on all mentions that have undergone one of these actions: Edited Tags; Assigned; Resolve/Reopen; Added A Note; Replied; Changed Sentiment; Liked; Retweeted; Favorited; Automation Actions; Edited Mention (Country, Language,…); Forwarded via Email; Deleted from Monitored Profile; Hidden from Monitored Profile; Created Case; Block Author; Triggered By Alert.
Action By: This filter combines a specific action with a specific user. You can use this filter to, for example, see all mentions replied to by user x.
Tip: You can also exclude certain actions by specific users.
All: Filter on mentions that contain keywords that can be part of both the title and the content of a mention.
Keep in mind that there are three options here: “Contains any”, “Contains all” and “Contains not”. Your choice can result in major differences.
Contains any: Searches for one or more keywords that are present in a mention.
Contains all: Searches for mentions that contain all the keywords that were added.
Contains not: Excludes all mentions that contain any of the added keywords.
Assigned: Shows all mentions that are assigned to someone, or aren’t.
Assigned to: Filter on all mentions that have been assigned to someone of your team. Or exclude one or more team members by using “is not”.
Author: Filter on mentions from:
A Twitter profile: insert the username/handle (e.g. “CXSocialCare”) and not the full name.
A Facebook profile: insert name between brackets (e.g. “CX Social”).
An Instagram user name.
Author ID: This filter is similar to filtering on author but this time with the numeric Twitter ID. Note that this only works for Twitter.
Contacts w(ith) x, y, z as known Contact Field: You can use this filter field to filter on mentions from a certain contact, that only has a value in contact field x, y, z.
Contacts w(ith) Tag: Filter on tags you've applied to certain contacts in CX Social. When you filter on this Contact Tag, you'll see all the mentions posted by all the Contacts that were tagged with this specific Tag.
Content: Insert keywords that have to appear in the content field of the mention.
Again, be aware of which of the three options you choose (Contains any; - all; - not).
Continent: Filter on mentions that were posted in a specific continent.
Conversation: If you have a mention with a large conversation attached to it (many comments, replies, etc.) and you only want to see mentions belonging to that conversation (or only Insights for those mentions), you can filter on the Conversation ID. You find this number by going to the mention, clicking open the drop down menu (the three dots “…”), and clicking 'View statistics for conversation'.
Conversation Type: Filter specifically for Facebook mentions. This allows you to filter on just posts by the page, wall posts (by others) or unpublished post.
Country: Filter on the location (country) of a mention. More info about detecting the location here.
Domain: The website (URL) a mention comes from (e.g. www.theguardian.co.uk).
Followers: Filter on minimum and maximum number of followers (only for Twitter users). Note that the “ * “ stands for not filtering on a maximum, so there’s no limit to how many followers a Twitter profile has.
Handled by: Shows all mentions where one or more CX Social users performed an action on. Such as tagging, assigning, replying, etc.
Hashtag: Filter on a specific hashtag by just entering the word. Adding a “#” is irrelevant, as it won’t be read by the platform. Not adding it won’t influence your results.
Language: Filter on the language of the mentions. Here it’s important to keep in mind that this is an estimation based on the Bing language detector. Which means that we’re not able to guarantee that every mention will be detected as a certain language, or the correct one. We are not able to influence these algorithms and results.
Last Action Age: Filter on mentions that were performed an action on between the selected time range. Note that the notation is in minutes.
Last Action Age (during BH): Filter on mentions that were performed an action on between the selected time range during Business Hours. Note that the notation is in minutes.
Mention Age: Shows all mentions between the selected time range. Note that the notation is in minutes.
Tip: You can combine multiple filters to get more specific results.
Mention Age (during BH): Shows all mentions between the selected time range, taking business hours into account. Meaning if your business hours are 9 a.m. to 5 p.m., a mention from 4 p.m. on day 1 will be seen as 1 hour old at 9am the next day. (instead of 17 hours when not taking business hours into account). When you are working with different Business Hours Schedules the schedule from the user viewing this filter will be used.
Note that the notation is in minutes.
Tip: You can combine multiple filters to get more specific results.
Original Author: Allows you to filter on the original author of a message in case of Retweets. Use the Twitter handle without the @ (@clarabridge becomes "clarabridge"). Be careful, this is case sensitive. If the Twitter handle includes capital letters, you need to type them in the filter as well.
Original Author ID: Same logic as Original Author, but based on the author's Twitter ID.
Posted by: Filter on all mentions posted by one of the social profiles (streams) you have connected to your topics.
Posted on: Filter on all mentions that have been posted on one of the social profiles (streams) you have connected to your topics.
Profile: Filter on all mentions regarding one or more of the social profiles (streams) you are monitoring (i.e. having it connected to one of your topics).
Question: This filter will show all mentions containing a “?”.
Resolve time: Shows all mentions that were resolved by a CX Social user between the selected Time Range (i.e. time between the moment of publication of the mention and the moment of resolving it).
Resolved: Filter on mentions that were resolved or are still open.
Response time: How long it took a CX Social user to reply to a message, in minutes (i.e. time between the moment of publication of the mention and the moment of replying).
Sentiment: Find mentions with a specific sentiment (positive / negative / neutral).
Smart Folder: Filter on one or more available Smart Folders.
Source: Filter on several media types (News, Social, Twitter, Facebook, Blogs, etc.).
State: Filter on US states.
Status: Filter on all mentions that are “Unresolved & Unassigned”, “Assigned To Me”, “Assigned To Others”, “Resolved & Assigned” and/or “Sent”.
Tags: Tags are used to categorize your mentions. Use this filter to see all mentions with a specific Tag applied to a specific mention.*
Note: When filtering on a Tag, you will be able to choose from the complete list of Tags that were ever created (Tags + Contact Tags).
Title: Insert keywords that have to appear in the title of a mention.
Topic: Filter on the topic the mention belongs to. More info on topics here.
Type: Filter on a certain type of mention. For example on all Private Messages / Retweets / Comments / Replies / Likes / Photos / Videos / Checkins / …
With attachment: Filter on mentions that contain an attachment.
Important: the attachment has to be uploaded to the mention.
With photo: Filter on mentions that contain a photo.
Important: the photo has to be uploaded to the mention.
With video: Filter on mentions that contain a video.
Important: the video has to be uploaded to the mention.
When you use the Type filter in the dropdown, you have the possibilty to show only certain mention types in your Inbox. Below you can read through the different types that are available:
Answer: When using this filter you will only see mentions that are answers shared on Tumblr.
Applause: When using this filter you will only see mentions that are some form of engagement coming from your audience (e.g. Likes, Retweets, Comments,…).
Audio: When using this filter you will only see mentions that have audio content available.
Chat: When using this filter you will only see mentions that are chats on Tumblr.
Checkin: When using this filter you will only see mentions that represent a Foursquare or Facebook checkin.
Comment: When using this filter you will only see mentions that are Facebook comments
Email: When using this filter you can see all your e-mails.
Engagement: When using this filter you will only see mentions that are comments or replies (textual engagement mentions done on different social media channels).
Favorite: When using this filter you will only see Twitter favorites - Note: favorites are replaced by likes on the native Twitter platform.
Like: When using this filter you will only see mentions that are likes (coming from all social media channels).
Link: When using this filter you will only see mentions that are links shared on Tumblr.
Listed: When using this filter you will only see listed venues on Foursquare.
Photo: When using this filter you will only see mentions that have photo content available.
Post: When using this filter you will filter on all posts done on all social media platforms (so no retweets, no comments, no likes, etc.).
Postcard: When using this filter you will filter on all mentions containing postcards on Tumblr.
Private Message: When using this filter you will only see private messages mentions from Twitter and Facebook.
Quote: When using this filter you will only see mentions that are quotes shared on Tumblr.
Reblog: When using this filter you will only see mentions that are reblogs shared on Tumblr.
Repin: When using this filter you will only see repins of Pinterest pins.
Reply: When using this filter you will only see mentions that are replies on all social media channels.
Retweet: When using this filter you will only see mentions that are Retweets.
Review: When using this filter you will only see mentions that are Reviews.
(Share: When using this filter you will only see Facebook shares) Note: Facebook shares are deprecated.
Text: When using this filter you will only see mentions that are text shared on Tumblr.
Tip: When using this filter you will only see mentions that are Foursquare tips.
Video: When using this filter you will only see mentions that have video content available.
● Since the list of search properties is quite extended, we've made it possible to jump within the list by typing the first letter of the wanted property. Typing "R" for instance will automatically scroll down the list to the first variable with an R -Resolve Time- is at the top in this case.
● More advanced filtering can be performed by grouping conditions using nested “AND”, “OR” and “NOT” conditions. For an explanation about creating more complex filters, please continue to our article on creating keyword searches for the topic setup. Everything starting from step 2 can also be applied to filtering CX Social data.
● You can use the “ * ” symbol to filter on parts of keywords. This can come in handy if you want to filter on a word that can be found in different variations. For example, filtering on "foot*" will find mentions containing "foot" as well as for instance "football":
● Creating saved filters allows you to easily save (complex) and access filters for future use. You can save your filter by clicking the 'save' button in the bottom middle of the pop-up. It will then be accessible through the dropdown menu in 'Saved Filters' at the same bottom left corner. More information on Saved Filters can be found here.
Examples of filters
Example 1: Filtering your inbox mentions for tweets containing 'king' or 'kong' by people with many followers.
As an example, let's filter the demo data of topic Telenet (a Belgian telecom operator) based on influential Twitter profiles talking about their subscription plan named King Kong. For this, we would need to create 3 conditions:
● Navigate to the CX Social Inbox using the tab at the top of the page.
● Click the filter bar at the top. A number of default conditions appear that you can fill in. Empty conditions will be ignored. You can set the mention property the condition applies to by clicking the drop down on the left of a condition.
● In the uppermost condition for All (this means simply the text of the mention, its title, and its author), set the middle drop down to contains any, and fill in the words kingkong and "king kong" (including the quotes).
● In the condition for Source, click the input field and select Social-Twitter from the drop down menu that appears.
● Click the + sign on any condition to add a new condition bar. In this bar, set the property on the left to 'Followers', and then fill in the fields or drag the slider to indicate '1000 to *'.
● Click the Filter button.
Only data that matches the filter will be shown now.
Example 2: Viewing insights on social network activity excluding yourself (i.e. excluding activity by your own profiles).
To get a sense of online buzz surrounding a certain topic, you might want to exclude content posted by profiles you own yourself. Profiles you own yourself are typically connected for monitoring with CX Social, so in this example we will assume that you’ve connected your own profiles. Read more on connecting social profiles.
So what we need is a filter excluding your own connected profiles:
● Go to the Insights overview of any topic or project.
● Click the filter bar. If there is a filter still in use (remember, filters continue to be applied across CX Social pages), press the reset button to reset it, then click the filter bar again.
● In any one of the condition bars shown, click the left drop down and select 'Posted by'. (Note that only conditions that are filled in are taken into account, so you can ignore the other conditions that are shown by default.)
● In that same bar, click the green 'is' and change it to 'is not' from the drop down that appears.
Finally, click the input field, and select the profiles you want to exclude from your analysis.
● Click the Filter button.
● The following screenshot shows how your filter will look after following the above steps. We are using the Telenet example again, and thus excluded everything posted by the monitored Telenet Twitter profile and Telenet Facebook page:
After applying this filter, all charts and statistics shown under Insights will be about mentions excluding those posted by any of these two profiles.
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