Social Settings

Social Post Settings

Number of New Social Activities to Post

The maximum number of new social activities that are processed by the application in each cycle.

  • Access level: Partition setting

  • Default value: 100

  • Minimum value: 1

  • Maximum value: 1000

Number of Retry Social Activities to Post

The maximum number of retry social activities, which failed to be sent in previous attempts, that are processed by the application in each cycle.

  • Access level: Partition setting

  • Default value: 10

  • Minimum value: 1

  • Maximum value: 100

Frequency to Post Social Activities

Use this setting to define the time interval (in minutes) at which the application processes batches of social activities and post messages to the social networks.

  • Access level: Partition setting

  • Default value: 5

  • Minimum value: 1

  • Maximum value: 1440

Number of Parallel Post Processes for Social Activities

The number of parallel threads that should be used to dispatch social activities. If there is a large number of activities to dispatch, consider increasing the value of this setting.

  • Access level: Partition setting

  • Default value: 3

  • Minimum value: 1

  • Maximum value: 10

Social Activity Assignment Settings

Push Based Assignment Criteria for Social

This setting determines the criteria for assigning social activities from queues to agents. This setting applies only to social activities.

  • Access level: Partition setting, Department setting

  • Default value: Due soonest

  • Value options: Most overdue, Due Soonest, Highest Priority, Newest, Oldest

  • Editable at lower level: Yes

Social User Max Load

This setting determines the maximum social activities that can be assigned to a user at a given moment. When an agent reaches the maximum number, workflows cannot assign new activities to the agent, but the agent can pull activities and other agents can transfer activities to the agent.

  • Access level: Partition setting, Department setting

  • Default value: -1

  • Minimum value: -1

  • Maximum value: 100000

  • Editable at lower level: Yes

Social Activity Handling Settings

Self Service Portal

Provide the link for the self-service portal that should be available to agents and social managers for adding to social responses.

  • Access level: Partition setting, Department setting

  • Data Access level: String

  • Default value: —

  • Value options: —

  • Editable at lower level: Yes

External URL

Provide the link for any website that should be available to agents and social managers for adding to social responses.

  • Access level: Partition setting, Department setting

  • Default value: —

  • Value options: —

  • Editable at lower level: Yes

Chat Entry Point

Provide the link for the chat entry point that should be available to agents and social managers for adding to social responses.

  • Access level: Department setting

  • Default value: —

  • Value options: —

Social Search Settings

Social Inbox Number of Results to Show Per Page

Use this setting to determine the number of results that are displayed per page in the Social Inbox.

  1. Access level: Partition setting, Department setting

  2. Default value: 50

  3. Minimum value: 1

  4. Maximum value: 100

  5. Editable at lower level: Yes

Expiry Duration for Social Media Hits

Specify the number of days after which the search results should be marked for deletion. The result is deleted from the Social Inbox at the time interval specified in the Frequency of deletion of expired social activities setting.

  • Access level: Partition setting

  • Default value: 7

  • Minimum value: 1

  • Maximum value: 21

Frequency of Deletion of Expired Social Activities

The time interval, in hours, after which the expired search results should be automatically deleted from the Social Inbox. The expiry time for the results is defined in the Expiry duration for social media hits setting.

  • Access level: Partition setting

  • Default value: 24

  • Minimum value: 1

  • Maximum value: 240

Expiry Duration for Follow up Activities

When a response to a social post is posted, or a message is published to a social network, a follow-up activity can be performed. Specify the number of days after which the system should stop following up on the post. After this time, the system will automatically close the case associated with the activity. If there are any other activities, such as emails, associated with the case, then the case will not be closed.

  • Access level: Partition setting

  • Default value: 7

  • Minimum value: 1

  • Maximum value: 60

Frequency of Deletion of Expired Social Follow up Activities

The time interval, in hours, after which the system deletes all expired search results.

  • Access level: Partition setting

  • Default value: 24

  • Minimum value: 1

  • Maximum value: 240

Frequency to Retrieve Social Media Hits

Use this setting to define the time interval (in minutes) at which the social search runs and search for social media hits that match the search terms configured in social streams.

  • Access level: Partition setting

  • Default value: 30

  • Minimum value: 1

  • Maximum value: 1440

Sentiment Analyzer Settings

Enable Sentiment Analyzer

Use this setting to enable the Sentiment Analyzer. The Sentiment Analyzer is a tool that allows social managers to see the sentiment of posts, either positive or negative, that are posted by customers to connected social networks. 

  1. Access level: Partition setting, Department setting

  2. Default value: No

  3. Values: Yes, No

  4. Editable at lower level: Yes

Social Test Mode Settings

Social test mode allows any created Facebook and X accounts and configurations to be tested before content is posted to social sites.

Enable Social Test Mode

By default the test mode for Social is disabled and must first be enabled before being used. When social test mode is active, all messages posted to X and Facebook are posted to the test accounts configured in the "Test user for X" and "Test user for Facebook" settings. If social test mode is active but no values are set for the test user settings, all the responses and messages posted to Facebook and X are sent to the Exception Queue.

  • Access level: Partition setting

  • Default value: Enabled

  • Value options: Enabled, Disabled

Test User for X

Provide the desired X ID to which to post the test data. If no value is set for this setting and the social test mode is turned on, all the responses and messages posted to X are sent to the Exception Queue.

  • Access level: Partition setting

  • Default value: —

  • Value options: —

Test User for Facebook

Provide the desired Facebook ID to which to post the test data. If no value is set for this setting and the social test mode is turned on, all the responses and messages posted to Facebook are sent to the Exception Queue.

  • Access level: Partition setting

  • Default value: —

  • Value options: —