Social Media


In Conversations → Analytics section, you can filter out and view social media analytics. This data is specific to Facebook Posts, Instagram Posts, and Google Play Reviews.

The same as for any other channel within Conversations, you can view data on all conversations (old and new), waiting time, resolution time, etc.

These analytics help you pinpoint if there are any issues with your contact center, as well as specific areas that need improvement.

Social Media - Analytics overview

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