Once a listening query starts running, we download and process the corresponding data: (1) the listening mentions themselves and (2) data enrichments (additional information about the mentions for the analysis).

The processing rates for data and data enrichments vary; some data will be processed faster, some slower. It takes time to receive data from the social network itself, and we also process the listening data in batches, not post by post. For this reason, the new information about listening mentions will be continually updated in your feed. 

The following table shows what data is available, how often new data is downloaded, and how often existing data is updated:

 

Downloading and processing Today’s Listening data in Analytics

The delays in downloading data are apparent in Analytics when you include Today in the selected date range.

Today can be selected as a part of a broader date range and it’s also included in the following date range shortcuts:

• Today
• This Week
• This Month
• This Quarter
• This Year

Although listening mentions are available almost immediately (per table above), it may take up to 2 hours to see advanced data such as sentiment, location, language, country, gender, topics, keywords, etc.

If you opt to see only Today’s data, you will be informed in the corresponding widget that there is still data to be loaded.

If you include Today in a more extended date range, there will typically be some data shown, but it may not include all the latest data., We will let you know that data may be missing with an alert icon and explanatory tooltip.

Community management of Listening data

When setting up a query, users can enable community management for mentions found via Listening. In other words, users decide if they want to send Listening mentions to Community feeds and allow agents to manage them the way they’re used to.

An easy way how to get to messages coming through Listening is to open Message types in the Filter panel and select Listening. Potentially, agents can save the filter set up as a feed.

Mentions that can be managed from Community

In general, Community agents will be getting mentions coming from Facebook, Twitter, Instagram and they’ll be able to assign them to other users, set statuses, apply labels and respond to them. 

However, each network works differently thus the possibilities for community management may differ as well.

Ability to respond, like and share Listening content

The option to respond, like and share Listening mentions from Community differs per each platform.

• Facebook
  Agents will be able to like, comment and share Facebook posts and comments.
  
  If the account includes more than one profile, agents have to select what profile will be used for the interaction.

• Instagram
  Agents can see Instagram posts coming via Listening, but due to technical limitations on Instagram’s side, it is not possible to react to them directly from the Emplifi Platform.
  
  However, agents are given the opportunity to Respond on Instagram, which is a link leading directly to the post on Instagram where a reaction is possible.

• Twitter
  Agents will be able to like, retweet and reply to tweets and Twitter replies.
  
  If the account includes more than one profile, agents have to select what profile will be used for the interaction.

Once the agent responds, their message is available in the Sent feed or after opening the whole thread of the post or comment. The whole thread can be helpful when managing comments since it shows the parent post and provides agents with context.

On some occasions, the parent post may not be available, typically due to the social network's privacy policies or technical limitations. In such cases, we provide agents with a direct link to the post on the social platform.

Mentions that are not sent to Community 

Agents will not find in Community mentions to which they cannot react and respond. 

• All mentions from the web source (Emplifi media package)
• All mentions coming from YouTube 
• Twitter historical data or, in other words, Twitter mentions from the past where responding has no point anymore 

Twitter historical data

Historical data is available for Twitter. Once you create a query and add Twitter as a data source, you can choose to collect historical data from the last 30, 90 or 365 days.

The data backfill is only available for query that starts collecting the mentions immediately; it is not available for query scheduled for the future.

By the nature of the data, the historical mentions won't appear in the Community module. Since we're talking about the past, such mentions would only make the Community cluttered, and there doesn't seem to be a good use case to show them.

In certain situations, the data backfill process can be paused or canceled: