Genesys Cloud provides comprehensive social media monitoring and engagement capabilities across X, Facebook, Instagram, Google Business Profile, and Open Messaging platforms through its Social Listening Posts view. The system delivers real-time monitoring with AI-powered sentiment analysis, engagement metrics tracking, and automated content safety screening that blurs unsafe media content.
Platform coverage varies by integration level and data retrieval scope. X offers the most comprehensive tracking of public posts and comments, while Facebook and Instagram are limited to owned pages with capability to retrieve comments on tagged or mentioned content on Facebook only. Google Business Profile focuses exclusively on location reviews. Data retention follows a standard 60-day policy from collection date, with escalated content retained according to organizational retention policies rather than the automatic deletion schedule.
The interface supports extensive filtering capabilities across multiple dimensions including topics based on data ingestion rules, post status, sentiment analysis (positive/negative/neutral/unknown), content type (text/image/video), platform selection, geographic and language filters, escalation status, and custom date ranges up to six weeks. Users can layer multiple filtering criteria using AND/OR logic, save customized views with specific filter and column settings, and sort by Newest First or Oldest First. Each post displays username, timestamp, and AI-powered sentiment analysis via emoji indicators.
Engagement metrics support varies by platform: X supports likes, shares, and comments; Facebook supports likes only; Instagram supports likes and comments at post level; and Google Business Profile does not support likes metrics. The system supports one-time post escalation to agents with direct links to original content and View Post links to access native platform content. For Google Business Profile reviews, View Review links are available with up to 1-hour fetch latency. Upon successful escalation, an in-app notification confirms the action, with a default escalation rate limit of 10 messages per minute, adjustable up to 250 messages per minute via ServOps ticket approval.
Access requires specific permissions including socialmedia > postDetail > All Permissions or View, socialmedia > message > Escalate, Messaging > Integration > View, and socialmedia > topic > View. Technical limitations include Instagram privacy restrictions that display user profile information only when users directly interact with the brand, Open Messaging's lack of post type filtering support, and single-instance escalation limits per post or comment. The Social Listening Performance view supports customization through filters, column settings, and saved views for quick access to specific data, with automatic view updates except when filters are applied. Language detection is applied to posts exceeding five words; shorter posts are marked as unknown language. Genesys Cloud social listening capabilities are accessible through Performance > Workspace > Social > Social Listening Posts or via Analytics Workspace, with users able to set a default time zone for the analytics workspace before viewing data.
The following permissions:
socialmedia > postDetail > All Permissions
socialmedia > postDetail > View (view social listening posts section under Analytics Workspace)
socialmedia > message > Escalate (manually escalate an ingested post to an agent for response)
Messaging > Integration > View (view the list of integrations that you created and manually escalate a post by selecting an integration)
socialmedia > contentModerationCategory > All Permissions (admins to assign all content moderation category permissions, including any future permissions)
socialmedia > contentModerationCategory > Edit (admins to edit a Content Moderation Category)
socialmedia > message > edit post attributes (users to change a post moderation flag between SFW or NSFW)
socialmedia > topic > View (view the social listening topics in the filters section)
The Social Listening Posts view provides a unified view of all public posts and comments captured through your configured data ingestion rules across different platforms, including Open Messaging, X (formerly Twitter), Instagram, Google Business Profile, and Facebook.
Note: This view displays only publicly visible social posts and does not show any direct private messages.
Navigation
To see social listening posts, click Performance > Workspace > Social > Social Listening Posts.
To see social listening posts, perform the following:
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Social Listening Posts and then click the view name to open it.
Set a default time zone in the workspace
You can set the default time zone in the analytics workspace before viewing any analytics view.
To set the default time zone in the workspace, follow these steps:
Click Performance > Workspace.
Click Menu > Analytics > Analytics Workspace.
On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.
Social Post Insights and Metrics
This view provides the following key insights about each ingested post or comment:
Post Details
Each post displays the following basic information:
Username: The account or user who created the post or comment.
Timestamp: When the post or comment was published.
Note: Some platforms do not always provide these details. These details appear only when available.
Sentiment
An emoji indicates the sentiment of each post — showing whether it’s positive, negative, or neutral. This sentiment is automatically detected using our AI-powered sentiment analysis models, helping you quickly gauge how people feel about your brand or topic.
Engagement Metrics
Engagement metrics show how people interact with social media posts, indicating the attention or interest a post receives. These insights help you measure audience engagement and identify posts that are performing well. These metrics include:
Likes – Someone liked the post.
Comments – Someone replied to or commented on the post.
Shares – Someone shared the post with others.
Views – Someone watched a video or viewed the post.
List of platforms and their engagement metrics:
Platforms
Engagement metrics
X
Supports engagement metrics, including likes, shares, and comments.
Facebook
Supports only the likes engagement metrics.
Supports the retrieval of engagement data for posts on a Facebook-owned page.
Instagram
Supports engagement metrics, including likes and comments, for post-level engagement.
Does not support engagement metrics for comments or replies, including likes on comments or likes on replies.
Supports retrieval of engagement data for posts on an Instagram-owned page only after fetching the comments associated with those posts.
Does not support the retrieval of the mentioned posts.
Google Business Profile
Does not support the likes engagement metrics.
View Post
Each entry in the view includes a view post link. Click View Post to view the original post on its native social media platform.
View Review
Each entry in the view includes a view review link. Click View Review to view the original post on your Google Business Profile locations where the review has been added. The Google Business Profile supports only the reviews made on your Google Business Profile locations and does not support ratings.
Note: It takes up to 1 hour for the reviews to be fetched for Google Business Profile.
View Information
Each entry in the view includes an information icon. Click View Review to view the information about the topic and the data ingestion rule used to retrieve this data.
Media
Media refers to the images and videos in the public posts. Genesys Cloud applies AI-based content moderation to images displayed in the Social Listening Posts view to ensure a safe viewing experience. By default, media is blurred when our AI algorithms detect that the media is not safe for work (NSFW). By default, profile pictures are blurred. The NSFW model does not process the profile pictures. Users can click the profile image to view it.
When content is flagged as NSFW:
The system automatically blurs the post media.
A top-level NSFW label indicates that the content has been moderated.
An information icon is displayed, which users can select to view the associated moderation categories.
This moderation applies only to the visual rendering of images and does not affect post metadata, sentiment, or engagement metrics.
The supported file types and sizes for images are:
Maximum file size: 5 MB
Supported formats: JPEG, PNG
The supported file types and sizes for videos are:
Maximum file size: 10,240 MB
Supported formats: MP4, MOV (H.264, VP8, or VP9 video codecs)
All other formats, including GIF and MKV, are not supported.
For unsupported or oversized media:
Media files that exceed the supported size limits are automatically classified as Unknown and appear blurred.
Media files in unsupported formats are also classified as Unknown and appear blurred.
Content classified as Unknown is not escalated to the agent desktop. To escalate this content, an agent must manually review it and mark it as SFW.
To view or hide the media, perform any of the following:
To view the media, click Show media
To hide the media, click Blur media
Manual post escalation
Administrators or supervisors with the necessary permissions can escalate a particular post to an agent for a response if it requires the agent’s attention. To manually escalate a post, perform the following:
In the upper right corner of the required post to be escalated, click Escalate icon. The Integrations window opens.
Select the required integration from the drop-down menu. Upon successful escalation, a successful in-app notification appears.
Notes:
The integrations configured for that platform by the admin appear in the integrations list. If the admin has not added any integrations for a post, that post cannot be escalated.
A social post can be escalated only once.
Escalation messages per minute: The default limit is 10 messages per minute. This limit can be increased to 50, 100, or up to a maximum of 250 messages per minute by submitting a ServOps ticket, subject to review and approval.
You cannot escalate a post that is flagged as NSFW, either manually or through automated social escalation rules. If a post is incorrectly flagged, a user with the appropriate permissions can update the flag to safe for work (SFW). Once marked as SFW, the post becomes eligible for escalation.
Data Coverage
This view allows you to monitor social media content based on specific data coverage rules for each platform.
Platforms
Data Captured
X
You can track all public posts and comments based on the data ingestion rules you have created.
Facebook
You can view and ingest data only from the pages your brand owns and for which you have established an integration with Genesys Cloud.
You can not ingest posts or reels into Genesys Cloud where your brand is tagged or mentioned by other users.
You can retrieve comments on tagged or mentioned posts or reels, and can respond to them. It allows you to engage with users who are discussing your brand, even if the original post has not been ingested.
Instagram
You can view and ingest data only from the pages your brand owns and for which you have established an integration with Genesys Cloud.
You can not ingest posts or reels into Genesys Cloud where your brand is tagged or mentioned by other users.
You can not retrieve comments on tagged or mentioned posts or reels.
Google Business Profile
You can only retrieve reviews for the connected locations.
You can not retrieve ratings.
Data Retention
All public social posts ingested into Genesys Cloud are stored for 60 days from the date they were collected. After 60 days, these posts are automatically removed from the system and will no longer be visible. For example, if a post was ingested on June 1, it will be automatically deleted after July 31.
If a post or comment has been escalated to an agent, it is not deleted after 60 days. Instead, it will be retained according to your organization’s retention policy. The escalations can be done by any of the following ways:
Automatically, based on a configured escalation rule.
Manually, when a user escalates a specific post or comment to an agent for a response.
Save view
To save the view with your filter and column settings, click Save.
Refresh view
This view updates automatically except when you use filters from the Filters pane. To see the most current data, click Refresh .
Customize the view
To show only certain data, customize the Social Listening Performance view using any combination of filters. For example, you can choose to show only certain filters to see certain types of data. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.
To filter by information about the interaction, click Toggle filters panel , and then search or scroll to select the filter you want to use.
Interactions filters
Filter
Description
Topic
Choose the required topic from the list of topics created with different data ingestion rules. You can view all the deleted topics and data ingestion rules when no topic is selected. You cannot view all the deleted topics or data ingestion rules when applying a filter.
Note: You can select up to 50 topics. If you select more than 50 topics, an error message appears.
Ingestion Rule
Choose the required data ingestion rule. The data ingestion rule is displayed based on the topic selected.
Note: You can select up to 50 data ingestion rules. If you select more than 50 rules, an error message appears.
Posts
Choose the required escalation type:
Escalated – Shows the data that was escalated as a conversation.
Non-escalated – Shows the data that was not escalated as a conversation.
Sentiment
Choose the required sentiment type:
Positive – Displays the posts with a sentiment score greater than zero.
Negative – Displays the posts with a sentiment score less than zero.
Neutral – Displays the posts with a sentiment score equal to zero.
Unknown – Displays the posts with a sentiment score as unknown. If the language is unknown, the sentiment score is also unknown.
Content Safety
Choose the required option:
Not safe for work – Displays the social posts that are flagged as NSFW and Unknown.
Safe for work – Displays the social posts that are flagged as SFW.
Platform
Choose the required platform:
Open – Displays the social posts received from Open Messaging.
X – Displays the social posts received from X (formerly Twitter).
Instagram – Displays the social posts received from Instagram.
Facebook – Displays the social posts received from Facebook.
Google Business Profile – Displays the reviews received from your Google Business Profile locations.
Country
Choose the required country.
Language
Choose the required language from the list of supported languages.
Note: As the language detection accuracy for smaller posts (fewer than five words) is low, Genesys Cloud skips the language detection algorithm for the smaller posts and marks the language as Unknown.
Words or Phrases
Displays posts that contain specific words or phrases. Filter for specific words or phrases that include or exclude certain words or phrases. Select the word or words that you want. Filter for multiple words by entering more words and searching again.
You can select the preferred words or phrases and filter the data based on the selected words or phrases. By default, the Includes option is enabled. You can select single or multiple words or phrases in the same level and view the filtered results. The words in this level are OR’d together. You can use the +AND with words or phrases option to add another level of words or phrases that must be AND’d together. This option allows you to perform layering analysis on the posts.
Content Type
– Displays the social posts with only text.
Image– Displays the social posts with only images.
Video– Displays the social posts with only videos.
Save your filter settings for quick access later.
To customize analytics views, use the preset date ranges.
To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks.
To use a preset to filter metrics, complete the following steps:
To display the date filter, click the date.
In the Presets list, select a preset date option.
Date presets
Presets
Description
Today
Shows data for the current day.
Yesterday
Shows data for the previous day.
This week
Shows data for the current week, that is, Sunday through Saturday.
Last week
Shows data for the previous week, Sunday through Saturday.
Previous 7 days
Shows data for the previous seven days.
This month
Shows data for the current month, with no extra days.
Last month
Shows data for the previous calendar month with no extra days.
Previous 30 days
Shows data for the previous 30 days.
This month by week
Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Previous 3 months
Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Day
Shows data for a single 24-hour day.
Week
Shows data for a Sunday through Saturday time period.
Month
Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week
Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
To use a custom date range to filter metrics, complete the following steps:
Click the date to display the date filter.
Select a start date and an end date on the calendar.
Click Apply.
To view data for a different time period using the same date presets, click the arrows on either side of the date display. For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.
To sort the social listening posts by date, in the upper left corner, choose any one of the required sorting types from the Newest first drop-down:
Newest first (Default)– Select this option to sort the social listening posts by the most current or newest date.
Oldest first– Select this option to sort the social listening posts by the oldest date.
Notes:
Due to Instagram’s privacy policies, user profile information, including usernames or profile pictures, is displayed only when the user directly interacts with your brand.
If a user only comments on a public post or reel without sending a direct message, their profile details are not visible in this view.
For the Open Messaging channel, post types are not available.
Public data can be escalated only once. Repeat escalations are not allowed. If you attempt to escalate the same post or comment again, you’ll see an error message, or the escalate icon will appear disabled.
icon. The Integrations window opens.