The Manage Feeds
panel lets you view, delete, add, and edit feeds.
A feed is a stream
of contacts coming from a single source. Setting up feeds is a foundational
step for your SocialMiner system. (You need to configure at least one feed and
add it to a campaign before you can start seeing contacts on your home page.)
a process called de-duplication to automatically remove duplicate contacts. For
example, if a user configures several overlapping feeds that capture the same
result, then SocialMiner does not capture the same contact twice. The
de-duplication functionality relies on the unique URL of the post. For example,
each Tweet or blog has a unique URL. Before SocialMiner creates a new contact
in the data store, it verifies that the URL of that contact is not already in
the data store.
Feed types are:
RSS 1.0, 2.0 or ATOM 1.0 feed. RSS feeds can be created manually or by the
Bookmarklet feature (see
RSS—An RSS 1.0, RSS 2.0 or ATOM 1.0 feed that requires a username and password.
Page—A fan page on Facebook.
feed type to create social contacts. For example, by using an HTML form or to
submit the social contacts directly into the feed. (Only the SocialMiner
Administrator sees Push as an option on the feed Type drop-down.)
feed type to create social contacts for chat. (Only the SocialMiner
Administrator sees Chat as an option on the feed Type drop-down.)
feed type receives incoming callback requests from the Callback API and,
provided they are properly tagged, triggers Connection to CCE notifications to
forward the callback contact to CCE for routing to a contact center agent.
(Only the SocialMiner Administrator sees Callback as an option on the feed Type
feeds are only used when SocialMiner is deployed with Unified CCE.
email feed. You can view email feeds in the SocialMiner user interface.
However, you cannot create a new email feed or modify an existing one. Email
feeds are only used when SocialMiner is deployed with Unified CCX. In this
integrated deployment, Unified CCX automatically creates email feeds as needed.
Account—Sign in as a Twitter user. The time line of those you follow and direct
messages (DM) are added as social contacts.
There are two
types of feeds that search tweets on Twitter:
Stream—Use this feed type if you need only one Twitter search criterion for all
of your campaign needs and you want to fetch every tweet that matches that
search criterion (this feed can produce a high volume of search results). You
can have only one Twitter Stream feed on a SocialMiner server.
Search—Use this feed type if you need more than one Twitter search criterion
for your all of your campaign needs or you'd prefer a more regulated and
periodic flow of tweets into your campaign results. When using this feed type,
significantly fewer tweet results may be returned on each fetch from Twitter.
this feed type to submit incoming Task requests through the Task API. Task
feeds are only used when SocialMiner is deployed with Unified CCE. If the feed
is tagged properly, then the task contact is forwarded to Unified CCE for
routing to a contact center agent through SocialMiner's CCE notification.
Icons are used as
visual indicators to display the state of each feed. Hover the cursor over the
icon to display a tool tip that explains the state.
The feed is operating normally.
Scheduled. This is a brief interim state. Feeds are normally in this state for
a very short time.
An error occurred. Hover over the error icon to display a tool tip with the
The feed has been created, but is not assigned to any campaigns.
The status of the feed cannot be determined.
The Twitter or callback rate limit was reached. When the rate limit is reached
on a Twitter feed, you can hover your cursor over the icon to display when the
Twitter feed will be available again.
by feeds are time-limited by the number of days defined in the Purge Social
Contacts older than (days) setting of the Purge Settings tool on the
Administration tab. The default is to retain social contacts for 30 days.
If you change a
feed (for example, to rename it, change the URL, or change the polling
interval), you do not need to re-add it to the campaign.
To create a feed,
New in the Manage Feeds panel. To edit the settings
for a feed, select its name.
Select the feed
type and complete the fields for the feed type. The fields vary by feed type,
which are described below.
Adding Feeds Using the Feed
The link at the
bottom of the Manage Feeds panel, Feed Bookmarklet, initiates the process to
create a bookmarklet in your browser that you can use to create feeds.
checkbox to the left of one or more feed names and click
Delete. A confirmation dialog box appears. Click
OK to confirm deletion of the selected feed(s).
Interval for Feeds
interval controls how often SocialMiner updates the feed. A shorter polling
interval provides more frequent updates but creates more load on the
SocialMiner server and on the sites publishing the feed. Some sites may have
recommendations or restrictions on frequent polling and could block an
application that polls too frequently.
SocialMiner polling interval for feeds is five minutes.
Use the minimum
age setting to filter out recent posts.
All feeds support
automatic tagging, which allows you to specify up to 20 tags that are applied
to new contacts for a feed across all campaigns that include that feed.
To add an
automatic tag to the feed, enter one or more (separated by commas) tags into
the Automatic Tags text box, then click
To remove an
automatic tag from the feed, select the small x next to the tag name.
Push and Chat Feed
are a collection of custom name and value pairs that can be added to social
contacts using the push feed and chat feed sample code. You can add social
contact data to email and IM notifications by including extension fields as
notification body variables.
You can add a
maximum of 100 extension fields; up to one megabyte of information.
sections describe how to configure specific feed types. Fields marked with an
asterisk (*) on the form are required. All other fields are optional.