Read Listening analytics
On this page
Review the volume, engagement and sentiment of mentions collected by your Listening topics (alerts).
Before you start
Create a Listening alert and allow it to collect mentions. Check the workspace before reading the report.
Open the feature
Choose Listening > Analytics.
Steps
- Choose a Listening topic (alert) from the picker.
- Set the date range.
- Review Summary, including mentions, unique users and engagement where data is available.
- Review Sentiment And Content Analysis for sentiment, phrases and hashtags.
- Review Top mentions for the ten posts about the alert that did best in the date range. Switch between Engagement (likes, comments and shares) and Reach (how many people could see the post). Hover an engagement number to see its likes, comments and shares. Click View post to open the original, or the download icon for a CSV of the rows.
- Inspect top authors and share of voice when those sections are available.
- Use Export to prepare a report; see Export Listening reports.
Expected result
The charts summarize the mentions available for the selected alert and dates.
Example
After a café opening, compare mention volume with sentiment and read the underlying mentions to understand the reaction.
Limits and permissions
- In these charts, a topic is a Listening alert. Share of voice needs at least two topics for comparison.
- Top mentions leaves out mentions with nothing to rank and says how many. Websites have no likes or comments. Only YouTube, LinkedIn and X share reach, so Reach ranks only their posts.
- Likes, comments, shares and reach are the counts Social Champ recorded when it collected the mention, so they can differ from the live post.
- Empty sections can mean there is no data for the selected period.
- Listening coverage depends on source availability; it is not a count of every online conversation.
Troubleshooting
- No alerts to show yet: create an alert first.
- No authors or mentions in this period: widen the date range. On Top mentions, click Show last 30 days (or Show last 6 months if the range is already 30 days or longer).
- Top mentions says "Nothing to rank yet": every mention in the range lacks the ranking's number, for example all of them are from websites.
- Top mentions says "We couldn't load top mentions": click Try again. If it keeps happening on a long date range, pick a shorter one.
- Share of voice has insufficient data: add another relevant topic before comparing.
Assistant behavior
Sentiment summaries requested in chat load mentions only within the requested date window. Other alert and account access restrictions still apply.
A chat sentiment summary shows the positive, neutral and negative mention totals, each day's counts and a one-line trend. Without dates it covers the last 7 days, today included. It covers at most 30 days: ask for longer and the assistant uses the latest 30 days and tells you so.
Understand the analytics sections
| Section | What it tells you |
|---|---|
| Summary | The available totals and trends for mentions, unique users and engagements. |
| Sentiment breakdown | Positive, neutral, negative and unclassified counts where sentiment is enabled. Unclassified is kept separate. |
| Total mentions | Mention volume over the selected dates and the available source breakdown. |
| Unique users | Authors represented in the collected results; not the total audience of a social network. |
| Total engagements | Recorded engagement on the collected mentions, with the available source breakdown. |
| Sentiment And Content Analysis | Trending hashtags, frequently used phrases/hashtags and emoji-related summaries supplied for the alert. |
| Share of voice | Each topic's percentage and mention count across the compared topic set, plus daily share when available. This is share within your topics, not the whole market. |
| Top mentions | Up to ten ranked mentions, with author, text, engagement, reach, posted time and original-post link when available. |
| Top authors | Available author name/handle, verified indicator, networks, follower count, mention count and reach. |
When Creators is on for you and you can change the creator library, each author with a supported network and a handle in Top authors has an Add to creators link. Click it to add them to your creator library.
Hover chart points or displayed changes for the available detail. Use section download controls where offered. Tables with sortable headings can change their row order; See all expands tables that initially show only a subset. Exported report tables do not provide these interactive controls.
Explore a demo report
Use Demo Report when offered to inspect the report layout with sample values. Return to a real alert before interpreting performance. Demo reports do not establish that your alert has collected data, and CSV export is unavailable for them.
Compare periods and recover missing data
Check the selected alert and dates whenever switching between mentions and analytics. A percentage change describes the displayed comparison, not a forecast. Missing source metrics should not be treated as zero activity. Some sections are omitted when they have no data, while others show an explicit empty state. Widen the dates or check collection progress before creating a replacement alert.
Share of voice needs at least two topics. If its total is empty, check those topics' collection and dates. Top authors can be empty independently of other charts. Export preview uses the report layout; do not assume every interactive dashboard control or ranking choice becomes part of the exported file.
Detailed report controls
In Top mentions, switch between Engagement and Reach, open View post to inspect the source, or download the offered CSV. Try again retries a failed ranking load; the wider-date action searches a longer period. An empty range, a failed request and Nothing to rank yet are different results.
Use download controls on supported individual charts, sortable table headers to reorder a table and See all to expand its results. Share over time shows daily proportions across the selected topic set. Top authors display the returned network, follower, mention and reach fields; missing author data need not match the availability of other report sections.