Best practices for triggering requests
Know when to trigger Feedback requests and when to suppress them.
Medallia Agent Connect's API validates each request, manages suppression periods (for example, do not send a customer more than one survey in a seven-day period), and handles unsubscribe requests. This way, your triggering logic does not have to account for such things.
Trigger criteria
If your system supports case management, we recommend that you trigger an API request when a case/ticket is marked as closed or resolved. For example, if a customer contacts your team on four separate occasions about the same issue, this logic would send a Feedback request only when you believe the issue has been resolved.
If your system does not support case management, or if you want to measure every touchpoint that a customer has with a member of your team, you can trigger an API request after each interaction.
You can use the suppression period noted above to ensure that you are not over-surveying your customers.
Frequency
To make the most of Agent Connect's real-time feedback, we recommend that you send requests as soon as interactions conclude.
If your system contains all of the required customer and team-member information and is updated in real time, you should be able to send API requests immediately.
If your system is not updated in real time, or if you need to combine data from multiple systems, you can still automate API requests. First, generate a report or file that contains eligible interactions on a set schedule, ideally every 15 minutes, up to once per hour. Then, convert the interactions in that report into individual API requests.
Exceptions
Although we recommend that each interaction result in a Feedback request, there may be some instances in which you do not want to send one. For example, you may not want to send a request if a customer called to unsubscribe from your email marketing list.
To enable these exceptions, you can establish a workflow rule or trigger condition to flag these interactions with a do_not_send flag in in the API request. See Example request structures for details.
