Downloading and Processing Listening Data

Once a listening query starts running, we download and process the corresponding data:

The listening mentions themselves
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.

Frequency of downloading and updating Listening data

Facebook

Data range	An extensive database of hundreds of thousands pages plus any page of the customer’s choice
Collected types of content	Posts (except for ads posts) User posts Comments
Frequency of collecting new listening mentions	Up to 1 hour
Frequency of updating the main metrics/parameters of a collected listening mention	Posts: every 4 hours Comments: every 12 hours
Data backfill	365 days of historical data

Instagram

Data range	An extensive database of Business and Creator accounts plus any Business or Creator account of the customer’s choice
Collected types of content	Posts (comments are not included)
Frequency of collecting new listening mentions	Every 24 hours
Frequency of updating the main metrics/parameters of a collected listening mention	Every 3 hours
Data backfill	365 days of historical data

Instagram hashtag search

Data range	Content of Business and Creator accounts plus public personal accounts using a specified hashtag in the text
Collected types of content	Posts (comments are not included)
Frequency of collecting new listening mentions	In real time
Frequency of updating the main metrics/parameters of a collected listening mention	No updates
Data backfill	n/a

Web

Data range	Scans and extracts from above a million of websites every day with over 10 millions of posts indexed daily
Collected types of content	News Blogs Forums
Frequency of collecting new listening mentions	From 1 hour up to 24 hours for less frequently publishing websites
Frequency of updating the main metrics/parameters of a collected listening mention	No updates
Data backfill	30 days of historical data

X (formerly Twitter)

Data range	All content
Collected types of content	Posts (formerly “tweets”) Replies Mentions Reposts (formerly “retweets”) Reposts with comment (formerly “quote tweets”)
Frequency of collecting new listening mentions	In real time
Frequency of updating the main metrics/parameters of a collected listening mention	Every 8 hours We update the metrics of a collected mention for 2 days after the mention was collected. Once the mention is 2 days old, we stop updating the metrics. Collected mentions older than 2 days do not get their metrics updated.
Data backfill	365 days of historical data

YouTube

Data range	An extensive database of hundreds of thousands channels plus any channel of the customer’s choice
Collected types of content	Videos Shorts
Frequency of collecting new listening mentions	Up to 2 hours
Frequency of updating the main metrics/parameters of a collected listening mention	Every 24 hours We update the metrics of a collected mention for 1 month after the mention was collected. Once the mention is 1 month old, we stop updating the metrics. Collected mentions older than 1 month do not get their metrics updated.
Data backfill	365 days of historical data

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, X (formerly 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.
If the account includes more than one profile, agents have to select what profile will be used for the interaction.
Facebook comments from public (not owned) profiles are not sent to Community.
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.
X (formerly Twitter)
Agents will be able to like, repost, and reply to posts and 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:

Facebook comments from public (not owned) profiles
All mentions from the web source (Emplifi media package)
All mentions coming from YouTube
Historical data or, in other words, mentions from the past where responding has no point anymore

Historical data

Historical data is available for the following sources:

Facebook
Instagram
X (formerly Twitter)
YouTube
Web

Once you create a query you can choose to collect historical data from up to 365 days in the past (30 days for web).

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:

What could happen	How does it affect data backfill
You stop collecting historical mentions while processing.	The data backfill stops. Your already collected data will be kept. You cannot resume the query due to technical limitations of platforms APIs.Duplicate and/or edit the query and run the job again.
Your account hits the annual limit of collected mentions.	The data backfill pauses. When the limit renews, the data download starts again from the point where it ended.
A query that you regulate hits your custom limit.	The data backfill stops. Your already collected data will be kept. You cannot resume the query due to technical limitations on platforms APIs. Duplicate and/or edit the query and run the job again. Note: The custom limit is the limit (the number of mentions) that you set for your query.
A query is deleted.	The backfill is cancelled and all the already downloaded data will be removed.
A source is removed from a query.	The data backfill stops. Your already downloaded data will be kept.
You edit a query (for example, you remove or add a keyword).	The data backfill stops. Your already downloaded data will be kept.
Query is rescheduled for future.	The data backfill stops. Your already downloaded data will be kept. The query will continue from the new date but there will be a gap in your data (from the moment of the stop until the date when the query resumed).
Query reaches its end date but historical data has not been fully downloaded yet.	Historical data download continues until it completes.