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Social Media: Analyze your Twitter engagement and hashtag stats in LibAnswers

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By connecting a Twitter account to one of your queues, you will be able to analyze your user engagement statistics right from within LibAnswers. You will also be able to analyze statistics from your followed hashtags (i.e. those added in your queue's Twitter settings). This allows you to see the distribution of these tweets by month, day of the week, and hour of the day.

Please note that hashtag-related tweets are retained for 30 days. For the current 30 days, stats are calculated "live" based on the original tweets. After 30 days, stats are aggregated into daily stats for each hashtag. Hourly stats are available only for the past 30 days.

Before you begin: if you've not yet connected a Twitter account to your LibAnswers queue, please see our FAQ on the topic for more info. Once you have that set up, then you'll be able to add new tweets and direct messages via LibAnswers.

Who can view Twitter engagement stats?

  • Admin users: because Admins have admin access to every queue, they can view the activity for all connected Twitter accounts.
  • Regular users: in order to view Twitter activity, Regular users must have either Regular or Admin access to a queue with a connected Twitter account. That will allow them to view only content from that account.

Viewing engagement statistics

  1. Click on Social in the LibAnswers navigation bar.
  2. On the Social Media Activity page, click on the Twitter tab.
  3. Under the Twitter tab, click on Engagement.
  4. Use the filters to customize the statistics reports.
    1. Queue: if you have multiple queues connected to Twitter accounts, you can choose which queue to view.
    2. From and To: set the date range of activity you want to view.
    3. Click the Filter button to apply your changes.
    4. To reset the filters to their default selections, click on the Clear Filter link.
Options for filtering engagement stats under the Twitter tab

Available engagement reports

Followers by Day

The Followers by Day chart shows the net change in followers per day during the reporting period.

A followers by day chart

Likes by Day

The Likes by Day chart shows the number of likes received per day during the reporting period.

A likes by day chart

Posts and Messages by Day

The Posts and Messages by Day chart shows the total number of tweets (posts), mentions, and direct messages sent & received per day during the reporting period.

A posts and messages by day chart

Viewing hashtag stats

  1. Click on Social in the LibAnswers navigation bar.
  2. On the Social Media Activity page, click on the Twitter tab.
  3. Under the Twitter tab, click on Hashtags.
    • Note: this will only appear if you are following one or more hashtags in your queue's Twitter settings.
  4. Use the filters to customize the statistics reports.
    1. Queue: if you have multiple queues connected to Twitter accounts, you can choose which queue to view.
    2. From and To: set the date range of activity you want to view.
    3. Click the Filter button to apply your changes.
    4. To reset the filters to their default selections, click on the Clear Filter link.
Options for filtering hashtag stats under the Twitter tab

Available hashtag reports

Monthly Breakdown

The Monthly Breakdown report shows the total number of hashtagged tweets received each month of the reporting period.

A monthly breakdown report

Daily Distribution

The Daily Distribution report breaks down the total number of hashtagged tweets by day of the week. This allows you to see on which days your followed hashtags are most actively tweeted.

A daily distribution report

Hourly Distribution

The Hourly Distribution report breaks down the total number of hashtagged tweets by hour of the day. This allows you to see at which times of day your followed hashtags are most actively tweeted.

An hourly distribution report