This glossary introduces key terms used across Lucidya's Customer Experience Management (CXM) platform. Understanding these concepts will help you navigate the platform and interpret insights collected from digital conversations.
🔔 Alerts Alerts notify users when significant changes occur in monitored conversations, such as spikes in mentions, increases in negative sentiment, or content gaining unusual engagement.
💬 Conversations Conversations refer to the digital discussions collected from online sources such as social media, blogs, news sites, and forums. These conversations form the core data analyzed in Social Listening.
📊 Dashboards Dashboards visualize insights collected from monitors using charts and widgets. They help teams track conversation trends, analyze sentiment, and monitor engagement patterns.
📥 Inbox The inbox centralizes conversations and messages that require review or response. It enables teams to manage incoming interactions and coordinate responses efficiently.
🤖 Luci Luci is Lucidya's AI-powered assistant that analyzes large volumes of conversation data and generates summaries of key insights, trends, and themes from monitored discussions.
📡 Monitors Monitors collect conversations and content from online sources based on defined criteria such as accounts or keywords. They form the foundation of Social Listening by gathering the data used for analysis, dashboards, and reporting.
👤 Profiles Profiles represent the authors or accounts that publish content collected through monitors. Profile insights help organizations understand who is participating in conversations and identify influential voices.
😊 Sentiment Sentiment analysis automatically classifies conversations as positive, negative, or neutral. This helps organizations understand public perception and audience reactions to brands, campaigns, or topics.
🎫 Ticketing Ticketing gives teams a structured way to create, manage, and resolve customer issues in one place. Each ticket captures the full context of a customer issue, allowing agents to track status, maintain accountability, and close issues consistently across teams.