Key Platform Terms in Lucidya

This glossary covers the core terms used across the Lucidya platform. Understanding these concepts will help you navigate the product and interpret the data you see in dashboards, reports, and alerts.

Alerts
Notifications triggered when significant changes occur in monitored conversations, such as spikes in mention volume, increases in negative sentiment, or content gaining unusual engagement. Alerts can be configured for Social Listening, OmniServe, and Surveys.

Benchmark
A comparison tool that measures your brand's performance against competitors or industry standards. Available for both Social Listening and OmniServe, Benchmark tracks metrics such as share of voice, sentiment distribution, and engagement rates across selected accounts or channels.

Conversations
The digital discussions collected from online sources including social media, blogs, news sites, forums, and review platforms. Conversations are the core data analyzed in Social Listening.

Dashboards
Visual displays that organize insights from monitors into charts, widgets, and data views. Dashboards can be customized with specific widgets and shared with team members or stakeholders.

Inbox
The centralized workspace in OmniServe where incoming customer conversations from all connected channels appear. The inbox supports filtering by status, assignment, channel, and priority.

Live Dashboard
A continuously updating dashboard view designed for real-time monitoring. Live dashboards can be displayed on screens in monitoring rooms or command centers and shared via link with configurable access levels.

Luci
Lucidya's built-in AI assistant. Luci analyzes the data displayed on your current screen and answers business questions based on that context. It is integrated with ChatGPT and processes text-based data.

Monitors
The data collection configurations in Social Listening that define what conversations to track. Monitors can be set up for keywords, public accounts, managed accounts, public reviews, and TV and radio sources.

Profiles
Unified customer records that combine interaction history, sentiment data, behavioral signals, and demographic information from OmniServe and Surveys into a single view per customer.

Sentiment
The automated classification of conversations as positive, negative, or neutral. Lucidya's sentiment analysis processes languages natively, including 17+ Arabic dialects, rather than translating to English first.

Share of Voice
A metric that measures how much of the total conversation volume in a category or topic belongs to your brand compared to competitors.

Themes
Color-coded labels used to categorize and organize data across the platform. Themes can be defined manually using keywords or automatically using AI-generated descriptions.

Ticketing
A structured system for creating, tracking, and resolving customer issues. Each ticket captures the full context of an issue including status, ownership, and resolution history.

For further assistance contact Lucidya Support.